Bus Service Improvement Plan

This Customer Charter sets out what bus passengers can expect when using local bus services in Stoke-on-Trent.

What passengers can expect from us: 

• Safety and Comfort: A safe and comfortable journey on a well-maintained bus.
• Cleanliness: Consistently high standards of cleanliness on all buses, subject to weather conditions.
• Clear Information: Route numbers and destinations will always be clearly displayed on the bus.
• Respectful Service: Helpful drivers who treat all passengers with respect and empathy.
• Ticket Options: A range of simple to understand ticket options, enabling passengers to confidently select the most suitable ticket for your journey.
• Open to Feedback: Easy access to contact details for sharing comments and complaints about bus services.
• Punctuality: Buses will operate as reliably and punctually as possible, and will never depart ahead of schedule.
• Customer Satisfaction: A bus service designed to generate a high level of overall customer satisfaction.
• Timetable Information: We will endeavour to provide customers with updated timetable information in a format which best reflects passengers needs
• Accessibility: A designated wheelchair space on buses.

What we ask from our passengers:

• Cleanliness: Help us keep the bus clean and tidy by disposing of litter responsibly and avoiding any activities that could cause mess.
• Be Courteous: Show respect and politeness to the driver and fellow passengers at all times.
• Minimise Noise: Keep noise levels low to ensure a comfortable environment for all passengers. Use headphones for personal audio devices.
• Use Mobile Phones Considerately: Avoid using speakers and keep conversations at a low volume.
• Provide Feedback: Please share your suggestions, concerns, or compliments through the designated feedback channels provided. We value your input.

Got an issue? Get in touch

We want your feedback

If you have any comments or complaints about council-funded bus services, streets and bus shelters please get in touch with us by emailling publictransport@stoke.gov.uk.

Each comment will be handled accordingly and investigated by operators and/or the council. All comments will be acknowledged within 7 days of receipt. More complex comments 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.

The number and type of comments will be monitored by operators and the council. A summary and action plan will be published every six months as part of the BSIP reporting process.

If you disagree with a response to any comments you have the option of approaching Bus Users UK which helps to ensure everyone has access to the best possiible transport links.

Tel: 0300 111 0001 or email complaints@bususers.org

Alternatively, you can write to Bus Users, 22 Greencoat Place, London SW1P 1PR.