Passenger Promise claim

If your bus was cancelled, ran more than 30 minutes late, ran early, or couldn’t pick you up — and the next bus was over 30 minutes away — we’ll cover your alternative transport. Tell us what happened and we’ll check it against our records.

Your full name

Date you travelledThe day it happenedApproximate timeWhen the bus was due

Which bus were you planning to catch?Which bus stop were you waiting at?How did you actually make your journey?

Another operator's bus / tram / train Taxi / Uber etc By car / got a lift

Email or phone numberSo we can contact you about your refund

Refund payment details

Your bank details are encrypted and only visible to our finance team.

Bank account number8 digitsSort code6 digits

Name on the bank account

How much are you claiming back?Enter the amount on your receipt (£). For a lift by car, enter the number of miles and we'll calculate it.Upload your ticket / receiptA photo or PDF. Screenshots of bank statements are not accepted. For Uber/Bolt, attach the full PDF receipt.

All claims are cross-checked against our GPS & CCTV records before any refund is paid.