Plymouth bus passenger charter

Our commitment to provide the best possible bus services in Plymouth

Issued November 2024 and valid until October 2025

This charter is our promise to you, the public, as to what standard of service you should receive from both Plymouth City Council and the bus operators who provide a service within the city. These include the bus services provided by the following bus operators:

• Plymouth Citybus (Go South West)
• Stagecoach South West
• Tally Ho
• Country Bus
• GorranBus
• Downderry and District Community Bus Association

This charter can be made available in other formats, if you would like this information in another format or language contact [email protected], or visit the Plymouth Citybus Travel Centre, to let us know.

This charter will be updated every year, taking on board your thoughts and comments.

What you can expect from bus services in Plymouth

Services and information

• A network of regular bus services designed to connect people to places according to demand.
• Information on the our website at plan your bus journey including the Plymouth public transport network map and links to local bus operators and the Traveline website.
• A place to wait for the bus, with shelters at 382 stops.
• Up-to-date information on bus times at stops that have a timetable case.
• Real Time Passenger Information screens displayed at 115 stops.
• Timetable and fare information which can be provided in accessible formats upon request, for example, large print timetables and maps.

Reliability

• We aim to run reliable services, which means buses normally running no more than one minute early or five minutes late, but sometimes factors beyond operators’ control disrupt the network (for example, roadworks, traffic incidents, diversions and unusual traffic levels). 
• You will be kept informed by the driver, bus operator app and/or social media channels if your bus is seriously delayed and given a reason why.

Sometimes there are exceptional circumstances that mean buses can’t operate as advertised. Wherever possible operators will keep you informed through alerts and messages on bus apps and operator websites. You will be told about planned changes ahead of time.

On the bus

• A range of value for money tickets available for travel on Plymouth’s bus services, including the multi-operator Skipper ticket.
• A range of payment methods (including cash and contactless) will be accepted on most services.
• CCTV on the majority of buses for your safety and security.  
• Priority seating available for elderly and disabled customers, as well as those with reduced mobility.
• Accessible buses that meet legal requirements, including a space large enough to take one wheelchair or two pushchairs on every bus.  
• A clean bus, both inside and out, at the start of its service (but please be patient with us, sometimes it’s hard to keep a bus clean – especially when it’s raining a lot).
• Drivers will be friendly and helpful. All drivers will be professionally trained in providing good customer service and will undertake regular training to maintain their customer service and disability awareness skills.
• A positive journey experience.

Improving the bus services in Plymouth

• Easily available information on the Plymouth Bus Service Improvement Plan (BSIP), which sets out the vision for Plymouth’s bus services, passenger priorities, performance against our targets and the work being done to improve bus services.
• If you would like to be added to the mailing list to receive notifications about BSIP updates email [email protected] to sign up.
• We will keep you informed of any significant future changes to services via bus operator websites and apps.
  • Information can also be requested in paper form by contacting the appropriate bus operator.
• You can send us suggestions and comments about bus services and ways that they can be improved, or report any issues, by either contacting an operator through the sites listed below, emailing the Council at [email protected] or writing to us at:
  • Plymouth Bus Partnership
    Strategic Planning and Infrastructure
    Plymouth City Council
    Ballard House
    West Hoe Road
    Plymouth
    PL1 3BJ

The small print

This charter does not affect your statutory rights. Passengers are carried by each bus operator in accordance with its own conditions of carriage. Conditions of carriage, where they exist, are available on the bus operator’s website (listed below) or a paper copy will be carried on board the bus if it is not displayed online.

Complaints and comments

If you would like to provide feedback, be it positive or negative, we would like to hear from you. The best way to do this is to contact the operator directly, details of how to contact operators can be found on their websites, below:

Alternatively you can give us feedback online.

All complaints will be fully investigated, and a response provided by the Council or the operator within 10 working days. You will have the opportunity to feedback on how well you consider your complaint has been dealt with.

If you are not satisfied with how the Council or any operator has dealt with your complaint you can also approach Bus Users UK who will try to resolve the issue for you.

You can contact Bus Users UK via:

• Phone: 0300 111 0001
• Email: [email protected]
• Post: Bus Users UK
  22 Greencoat Place
  London
  SW1P 1PR
• Website: www.bususers.org