Frequently Asked Questions

Hopping on and off the bus is something many of us take for granted, but for some first-time bus users the experience can be an overwhelming one, especially for children and those new to the area.

Our FAQs are designed to tell you everything you need to know about using our buses. Whether you’re new to our buses or a daily commuter, you may find something you didn't know here!

Please click on one of the questions to reveal its answer.

Travelling on the bus

I’ve never travelled by bus before, what do I do?

It’s easy to travel by bus – people make 19 million journeys a year on EYMS buses. However, we realise that if you’re not familiar with bus travel it can be daunting, so we’ve put together a quick guide to let you know what to expect. Enjoy the ride!

Before travelling, make sure you know which service you need to catch, where the bus stop is and when the bus will arrive there. You’ll probably want to check return journeys too, so you don’t miss the last bus back! You can find this information by using our Timetable Search, picking up one of our paper timetable leaflets from your local Travel Centre or library, or by ringing BusLine on 01482 59 29 29. BusLine is open Mon-Sat, 8am-6pm.

Bus stops are clearly marked with a sign, and busy stops also have timetable information at the stop. Please remember that buses may go to different destinations from the same stop, so always check the number on the front of the bus to ensure it’s the one you want.

When you see the correct bus approaching the stop, raise your arm in order to signal to the driver that you wish the bus to stop. Please make sure the driver has seen your signal and that the bus is stopping, i.e. that the indicators are flashing, before you lower your arm. If you do not signal clearly the driver may assume you do not want that bus and drive past. Remember that other people waiting at a bus stop may not want the same service as you, so don’t assume they’ll flag the bus down. As the bus stops, please allow any passengers who want to get off the bus to step out the door before you board. If you find it difficult to get on board the bus the driver can ‘kneel’ the bus for you, although at rural bus stops without a raised pavement you may still have to step up slightly to get onto the bus.

When you get onto the bus please tell the driver where you’re travelling to, and what sort of ticket you want. A single ticket will give you a one-way journey, a day return allows you to go there and back in one day. We also have weekly tickets available, which give you seven days of travel. Wherever possible, have the correct money for your fare, as this reduces the amount of time the bus has to spend at your stop, and helps keep the service on time. However, we do give change, when available. If you’re using a pass, such as a concessionary pass, place it on the ‘target’ on the driver’s ticket machine. Make sure it’s the right way up, so the driver can see your photo. Please keep your ticket or pass with you throughout the journey, as you’ll need to show it to an inspector if they board the bus.

Don’t forget that the driver is there to help you, so if you have any questions about the journey, or about where to catch the bus home from, please ask.

If you feel unsteady on your feet ask the driver to wait until you are safely seated before he sets off. If the bus is full and you are unable to find a seat for your journey, make sure you hold on to a nearby rail whilst travelling. If you go upstairs on a double decker bus, please be careful as you move up and down the stairs, and make sure you keep hold of the handrail.

Once the driver has closed the doors and is pulling away from the bus stop their attention will be concentrated on the road, their mirrors, and other traffic so that the bus can safely pull out. If you get to the bus stop as the bus is pulling away the driver will usually not pull back in, as this could confuse other motorists and cause an accident. Please make sure you get to the stop in plenty of time so you don’t miss your bus! You can use our Find My Bus tracker to see when your bus will get to the stop.

So, now you’ve caught the bus, got your ticket and the bus is moving away. Please move down the bus or upstairs to make room for others trying to board, and don’t stand if a seat is available. If you have to stand because the bus is full, remember that standing near the doors or blocking the aisle can make it difficult for other people to get on and off the bus, and can delay your journey. If you have a seat on a busy bus, and you are able to, please offer your seat to the elderly, disabled and those who are pregnant or carrying small children if they are standing. There may come a time in the future when you are grateful that someone offers you a seat! Some seats at the front of the bus are reserved for elderly and disabled passengers, so please do not take these seats if they are required by those less able-bodied than yourself.

Now you’re on the way. If you’re unfamiliar with the journey, make sure you keep an eye on where the bus has got to on the route – you don’t want to miss your stop! If you’re travelling to an area you don’t know, and aren’t sure where to get off the bus, when boarding ask the driver to alert you when you reach the correct stop. However, please don’t talk to the driver whilst the bus is moving as this could distract the driver. If you do know where you need to get off the bus, look out for the stop coming up, and as you approach it ring the bell once, to let the driver know you want the bus to stop. If someone else has already rung the bell the ‘stopping’ sign will light up, so you don’t need to ring the bell again.

The bus will only stop at a bus stop, and the driver will open the doors once the bus has come to a halt. Be careful stepping down from the bus to the pavement, and remember to make sure you’ve not forgotten any bags or luggage! Enjoy the rest of your day!

Can I use the bus in my wheelchair?

Can I use the bus with a pushchair or buggy?

Can I take a shopping trolley on the bus?

Can I take my dog or other animal with me on the bus?

Can I take my bike on the bus?

Can I smoke on the bus?

Can I eat and drink on the bus?

Can I use a mobile phone on the bus?

Can I listen to music on the bus?

Where can I catch the bus?

Do you have CCTV on your buses?

Do I have to put my hand out to stop the bus?

I’m catching a bus at night – how will the driver see me at the bus stop?

How are buses heated?

Finding bus information

Bus problems

Fares and tickets

Buses and you

Becoming a bus driver

Hiring a coach or bus

Coach holidays and day trips


Additionally, see our leaflet on Help us make your journey better (PDF, 242Kb, opens in new window)

Note: some of the documents on this page are in PDF format. In order to view a PDF you will need Adobe Acrobat Reader.