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

Finding bus information

Bus problems

Help! I’ve left something on the bus, what do I do?

What happens if I see anti-social behaviour while on the bus?

How can I give feedback or suggestions about your bus services?

How do you investigate complaints?

Why is my bus late?

Buses, like any other forms of transport, can be held up by factors outside of our control. Roads can be closed or blocked by accidents, roadworks, bad weather, police incidents, burst water mains, crowds at events, flooding, or even something as simple as badly parked cars not allowing space for a bus to get through. Traffic congestion can be bad on some areas of the route, and yet it can be quiet in other areas.

There can also be problems on the bus. A passenger could be taken ill, which means the bus has to wait for an ambulance. If something is spilt on the bus, it may have to be taken to the depot to be cleaned before it can go back into service. For safety reasons, buses may also have to be taken out of service if they develop a problem, even if it something minor such as the doors or windscreen wipers. Despite our stringent maintenance and inspection arrangements, unfortunately breakdowns can sometimes happen.

Although we try our best to run all our buses on time, incidents can happen which cause delays and disruption for bus services. You can keep track of your bus by using our Find My Bus tracker, which gives you a countdown to when your bus will arrive at your stop. We’ll also keep you updated with major disruption on Twitter @EYBuses.

To help our buses run to time we have installed radio-controlled clocks outside our garages and offices to ensure that accurate time checks are available for all drivers, and our ticket machine clocks are automatically corrected each day. Our buses all have radios so that our drivers can keep our controllers informed about what’s happening out on the roads. Our controllers also have special tracking systems which show them in real time where all our buses are, and where the delay ‘hotspots’ are, so they can concentrate their efforts on getting buses on congested routes back to time.

When we have spare drivers and buses available, we will send out extra buses onto a route to make sure we can keep to time as much as possible.

Why is my bus waiting at a station or a stop?

Why don’t you use a smaller bus on quieter journeys?

Why can’t you put a bigger bus on this busy journey?

Why doesn’t the driver turn off the engine at every stop to save fuel?

I was running to the bus stop but the bus left without me. Why?

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.