Contact the Transport Projects Team to find out how they help residents, businesses and visitors get around the city efficiently and safely.
Brighton & Hove Bus Passenger Charter 2025 to 2026
Find out about our commitments to bus passengers and how to give feedback about bus services.
About the Charter
The purpose of the Bus Passenger Charteris to explain:
- what bus passengers can expect from bus services in Brighton & Hove
- how to complain if your expectations are not met
The Charter reflects guidance from the Department for Transport and Transport Focus.
It will be reviewed periodically. The review will be subject to consultation with bus operators and passenger representatives.
Which services the Charter cover
The Charter covers all public bus services originating or arriving in Brighton & Hove City Council area. These are currently operated by Brighton & Hove Buses, Compass, Metrobus, Stagecoach.
Passenger entitlements
What your legal rights are
The Charter does not create any new legal rights for passengers. Find out more about your rights as a bus passenger.
Our service commitments to passengers
For the proportion of people who say they are satisfied with their bus service to increase to 90%by 2030.
For drivers to be expected to be courteous and helpful at all times.
Operators will provide vehicles which are cleaned internally on a daily basis and provide an attractive and comfortable travelling environment at all times.
Operators will ensure all vehicles are accessible to all, including those with physical and hidden disabilities. All operators have signed up to a local Accessibility Standard that is being developed.
Wheelchair spaces on buses will be prioritised for disabled passengers. Where a disabled passenger is unable to board because wheelchair spaces are occupied, the operator will arrange a taxi free of charge.
The council will maintain its aim to make all bus stops accessible and increase the number each year.
Route branded buses should not be used on other services if suitable non-branded vehicles are available.
All operators will work with the council to improve bus punctuality so that passenger can count on a reliable service. This means buses normally running no more than five minutes late.
Operators will keep passengers updated of service disruption via websites and social media, as well as real time information where it is available.
The council will keep passengers updated of service disruption via websites and social media, as well are real time information where it is available.
The council will work with bus operators to provide timetable and route information at all stops.
Measures will be put in place to help passengers feel safe, including CCTV footage on all buses.
What passengers can expect from the BSIP
Find full details of the BSIP.
This includes proposals for:
- reduced travel costs for young people
- making it easier to get the cheapest ticket
- more bus priority
- better integration between bus operators, rail and bike
- zero emissions by 2030
- more frequent supported bus services
- more express limited-stop services
- better quality bus shelters
- more accessible kerbs at bus stops
- Park & Ride trial
- better information at stops
- applying accessibility standard across all buses
- allowing bikes on more buses
All measures are dependent on funding. Bus priority measures subject to scheme development and public consultation.
Feedback and complaints
Go to the:
For feedback on council-funded bus services, streets and bus shelters, contact the Transport Projects Team.
Transport projects
All complaints will be investigated by operators and/or the council. All complaints will be acknowledged within 7 days of receipt. More complex complaints will receive a full response within 21 days. In all cases, consideration will be given to implementing a solution where this is needed and is practical.
If you don’t feel your complaint has been resolved, you can raise it with Bus Users UK.
The number and type of complaints will be monitored by operators and the council.
A summary and action plan will be published every 6 months as part of the BSIP reporting process. This will also include reporting of progress against commitments in this Charter.
Customer experience will be discussed at meetings of the Enhanced Partnership between operators and the council. These meetings will be attended by Brighton & Hove Bus watch to represent the views of bus users.
Publication of the Charter
The Charter is available on the council’s website with a link provided on all operator’s websites. A notice announcing the publication of the Bus Passenger Charter will be placed on buses running within the Brighton & Hove boundary and at the main interchange locations.
Paper copies and large print formats are available on request from the council, One Stop Travel shops and from public libraries.