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?

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?

EYMS only has a finite amount of double deck buses, so at certain busy times of day, when all our vehicles are out, we have to use smaller buses on some routes. We are committed to investing in new buses, but buying five new double decker buses wouldn’t give much change out of a million pounds, so there are limits to how many new buses we can afford. However, we have invested almost £60 million in new buses and coaches since EYMS was privatised in 1987.

Additionally, some routes, especially in rural areas or on housing estates, have tight turns or narrow roads where we can only use smaller buses.

Another thing to consider is the type of passengers who use the service. Although a double decker bus can carry more people overall, half of the people on the bus have to climb the stairs to the top deck. If the majority of passengers are elderly, infirm, have lots of luggage or are travelling with small children, a single deck bus can actually give more people a chance of a seat, as all the seats are easily accessible without climbing stairs, and there are more seats downstairs on a big single deck bus than downstairs on a double deck bus.

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.