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West Midlands Bus Users

Complaints & Feedback

Please note that this website is an independently run site that is not directly affiliated with any bus operator or transport organisation or provider. We do not operate any bus services, nor do we issue or take payments for any tickets or passes.

Formal complaints and feedback, as well as requests for refunds etc, will need to be sent to the relevant bus operator or authority responsible.

Bus service complaints

If you have a specific complaint to make regarding a bus service, you should in the first instance contact the bus operator directly.

Links to common bus operators contact forms below:

• National Express West Midlands
• National Express Coventry
• Diamond Bus
• Banga Buses
• Kevs Cars & Coaches

For contact details for all other operators in the Transport for West Midlands area, please see the Operators page on their website.

If the bus operator has a Facebook or Twitter page, you may also try to contact them that way, but in most situations they will merely direct you to the contact methods on their own website.

If after making a formal complaint you are not satisfied with the response you receive from that bus operator, you may choose to escalate your complaint to Bus Users UK.

• Bus Users UK complaint process

(For the avoidance of doubt, this ‘West Midlands Bus Users’ website is not part of nor has any direct involvement with the Bus Users UK charity organisation)

Bus stops, shelters and stations

Any issues with bus stops, bus shelters, bus stations, or other bus information infrastructure within the West Midlands county should be reported to Transport for West Midlands.

• TfWM: Report A Problem

Tickets / Passes / Payments / Refunds

For queries, enquiries and complaints regarding your pass or travelcard, please contact the bus/transport operator or local authority from whom you purchased or who provides the pass/travelcard.

For queries and complaints regarding contactless payment overcharges, please contact the bus operator with whom you travelled.

Lost property

For items lost on a bus, a train or at a train station, please contact the bus or train operator .

For items lost at a bus station in the West Midlands region, contact TfWM Customer Service.

Phone: 0345 303 6760 Mondays, Tuesdays, Thursdays and Fridays, 8am to 6pm Wednesdays, 10am to 6pm Saturdays, 9am to 1pm

For items lost on Metro tram or at a tram stop, please contact West Midlands Metro customer service:

Phone: 0121 502 2006 Monday to Friday, 9am to 3pm [email protected]

Anti-social Behaviour

If you witness or encounter any anti-social behaviour while travelling on buses or other public transport, this can be reported to Safer Travel for further investigation. While action may not be immediately taken, intelligence gathered from passenger-submitted reports allows the team to identify problem spots and areas and target resources where they are needed.

• Safer Travel – report an incident

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Nearest stations & stops

 ( mins walk away)

• Single trips & day tickets
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• Castle Hill, Dudley closure
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• October half term fun in the West Midlands
• Edgbaston's fireworks spectacular is back for another year and bigger than ever!
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• Black History Month: Saluting our Sisters
• Get on board with Coventry’s all electric buses
• 16-18 photocard
• Group Day Saver
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• Workwise travel scheme
• Free older person's travel pass
• Free disabled person's travel pass
• Frequently asked questions
• Lost property
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• New online booking system
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• Free travel pass help & FAQs

The answers to the most common questions from our customers

• Help & information

FAQs - Free travel pass help & FAQs

What if I have lost or damaged my free travel pass?

As your pass was issued by TfWM please contact Network West Midlands to arrange for a replacement to be sent to you.

Replacement passes can be ordered and paid for over the phone, or at the TfWM Travel Centre located in New Street train station. All replacement passes will be posted first class and should be received within 5 working days. 

Holders of passes issued by other local authorities will need to contact their own issuing authority.

How do I apply for a free travel pass?

For people living within the West Midlands county, which covers Birmingham, Coventry, Dudley, Solihull, Sandwell, Walsall and Wolverhampton, your pass will be issued by Transport for West Midlands (TfWM). You can download an application from the Network West Midlands website. 

If you live outside of the West Midlands county, your older person's travel pass will be issued by the authority who administers your local concessionary travel scheme.

• Visit Network West Midlands for the Older persons travel pass application form
• Visit Network West Midlands for the Disabled persons pass application form

Am I eligible for an Older person's travel pass?

You are eligible for an Older person's travel pass if:

• Have reached state pension age
• Live in the West Midlands

A full criteria list can be found on Network West Midlands website .

Am I eligible for a Disabled person's travel pass?

You may be eligible for a Disabled persons travel pass if:

• You have an eligible disability that's expected to last at least 12 months
• You are aged 5 or over

A full criteria list can be found on Network West Midlands website.

How do I use the free travel pass?

It's simple to use your free pass: 

• Remove the pass from your purse or wallet. Your pass will not work when next to a bank card, you'll also want to make sure you don't place any contactless bank cards near the reader to prevent any accidental payments being made taken .
• Place the pass flat onto the reader. You'll only need to do this once when you board the bus. 
• Hold the pass still until you see a green light and hear a beep, this will show that your pass has been accepted.
• Enjoy your free bus travel!

When can I use my free travel pass?

Your pass entitles you to travel between 9:30am and the last service of the day Monday to Friday and all day at weekends and on public holidays.

For more information on conditions of use, please visit  Network West Midlands website.  

Can I travel before 9:30am with a free travel pass?

Yes, if you want to travel before 9.30am, you can pay just £1.50 for a single journey. Simply place your free travel pass on the reader and if you want to pay with cash, put £1.50 in the cash chute. If you want to pay by contactless, ask the driver for the £1.50 ticket and place your contactless card/device on the reader when instructed by the driver.

We also have 4 week tickets and monthly subscriptions available if you travel frequently before 9:30am.

Please be ready to show your pass to authorised staff or ticket inspectors if requested at any time during your journey.

Do you offer Ring and Ride door-to-door transport?

Our sister company, Ring and Ride is a door-to-door transport service for anyone who lives in the urban areas of the West Midlands who find it difficult or impossible to use normal public transport.

Customers can use the service for travel for the same purpose they would do on normal public transport such as commuting to and from work, visiting friends, shopping and leisure activities, to visit someone in hospital or for healthcare appointments. Please visit the Ring and Ride website for more information

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© West Midlands Travel Limited 2024

Passenger descriptions

Our passenger descriptions are designed to help you choose the right ticket for yourself or your fellow travellers.

Adult fares are applicable to all passengers aged 2+. Adults under the age of 16 are not permitted to travel alone on any European service unless accompanied by an adult aged 18 or over or they have a letter of authority from a parent or guardian.

Infants 0-1 Inclusive

Children aged under the age of 2, must be accompanied by an adult aged 18 or over. Unaccompanied children will not be carried.

We really do love hearing from you.

We always welcome your feedback, comments and suggestions.

To contact us

Customer services.

• 0345 835 8181
• [email protected]

Normal opening times are:

Mon-Fri: 08:00-18:00 Sat: 09:00-13:00 Sun: Closed

Read our frequently asked questions to help you travel on our network.

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Website information.

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Midland Metro Limited (trading as West Midlands Metro). Registered in England and Wales | company number 10932342 | Registered office: 16 Summer Lane, Birmingham, B19 3SD

©2024 West Midlands Metro

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Get in touch

To get in touch with one of our regional departments, just select your local region from the side menu below...

• Bus Services
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Our aim is to provide you with the best service possible on Diamond Bus, but if you have experienced any problems let us know and we will try to make it better.

Whilst most customers may only feel it is necessary to contact us when something has gone wrong, we also like to hear from you at other times!

If you have any other comments about our services, suggestions you would like us to consider or if you would like to tell us some nice things about your journey we would love to hear from you too!

If you have a comment or complaint about one of our services, please see our Customer Care Policy to see how we will deal with your comments.

If you do need to contact us regarding a complaint about our services, please provide as much information as you can about your complaint such as the event that happened, the time and location where this happened, the bus service you were on and any other information that could assist us in investigating your complaint further.

Please note our customer services lines are open as normal 08:00-18:00 Monday to Friday. Visits to our depot offices are currently strictly by appointment only.

Customer Service Enquiries:

Telephone:   0121 322 2222

Email:  [email protected]

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Got a Quick Question? Check out some of our Frequently Asked Questions here.

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511 Travel Info

News releases

May 13, 2024

Latest news releases

40th Avenue West bridge over I-35 in Duluth work to start May 15

DULUTH, Minn. – The Minnesota Department of Transportation will start repair work underneath the 40th Avenue West bridge on I-35 in Duluth on Wednesday, May 15. Motorists travelling northbound can expect lane closures between 6:30 a.m. and 6:30 p.m. daily. Work is expected to last for 10 days.  This work is to repair damage from a truck hitting the underside of the bridge. The bridge will remain closed and detoured until after an assessment of the repairs has been made.

For more information on projects in northeast Minnesota, follow us on Facebook at https://facebook.com/groups/MnDOTnortheast and Twitter at @mndotnortheast . For real-time traffic and travel information in Minnesota, visit www.511mn.org .

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An update on issues collecting Swift tickets

Get a disabled person's pass.

If you’re disabled, you might be able to get a free bus pass for travel anywhere in England.

The pass lets you travel for free during off-peak times:

• between 9.30am and 11pm, Monday to Friday
• all day at weekends and on public holidays

If you live in the West Midlands, you can use your pass on the buses from 9.30am until 11.59pm. You can also get free travel on:

• trains in the Blue Zone from 9.30am to 11.59pm
• trams from 9.30am until the last service of the day

If you do not live in the West Midlands, contact your local authority to apply.

If you want to travel before 9.30am, you can get a £1.50 single fare on National Express West Midlands buses. Show your travel pass to the driver and ask for a £1.50 single ticket.

If you often travel before 9.30 am, you can get a pre-9:30 add-on ticket. Use our ticket finder to find pre-9.30 add-on tickets .

If you’re under 18 and have a disabled travel pass, you’ll get a pre-9.30 top-up loaded onto your pass. This happens automatically - you do not need to do anything. The top-up lets you use your pass on the bus before 9.30 am in term time.

You can also use your travel pass as a pay-as-you-go card. This means you can use it to pay for the following:

• travel before 9.30 am

To use your travel pass as a pay-as-you-go card, you need to either:

• register your card online

Check if you're eligible

You can get a disabled person's travel pass if you:

• have an eligible disability that's expected to last at least 12 months
• are aged 5 or over

You may be eligible if you:

• are registered blind or partially sighted
• are severely or profoundly deaf in both ears
• cannot talk
• cannot walk easily
• cannot use both arms
• have a learning disability
• have a medical condition that means you can't get a UK driving licence

You’ll need to include proof of your disability when you apply. The application form explains how to do this.

You can get a West Midlands disabled person's travel pass if you live in the West Midlands. You must live at a property where council tax is paid to one of these councils:

• Wolverhampton

Read more about how we check if you're eligible .

Apply for a disabled person's travel pass

You can apply for a disabled person's pass online .

It's the fastest way to apply and only takes around 15 minutes. You'll need to upload copies of evidence that supports your disability. We'll guide you and let you know what you need to provide for your disability.

You can also apply with a paper form:

1. Download one of these application forms:

• Disabled person's travel pass application form
• Disabled person's travel pass application form - large print
• Disabled person's travel pass application form - easy read

2. Fill in the form.

3. Send the application and supporting evidence to the address on the form.

Renewing your travel pass

We’ll write to you around 3 months before your pass expires. Depending on your disability, your pass might be automatically renewed. Or you might have to apply again. Your letter will tell you what to do.

Update the details on your travel pass

You can update your personal details online if your name or address changes.

You can update your photo by email or by post. Send your new photo to Customer Services.

You'll need to send us:

• a new, passport-style colour photo
• your full name and address
• the 16-digit number on the front of your travel pass

Customer Services - Ticketing Transport for West Midlands 16 Summer Lane Birmingham B19 3SD

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Stay up to date

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• Single trips & day tickets
• Adult bus passes and travelcards
• 18 & under tickets
• Student bus pass
• Flexible ticket bundles
• Paying on the bus
• See all timetables
• Use our interactive map
• Latest service updates and diversions
• Our operating area
• Changes to bus stops in Birmingham City Centre
• May Bank Holidays
• Places to go
• Activity stop
• Ways to pay for my ticket
• Your Guide to Fun in Digbeth!
• National Express West Midlands passengers can now purchase bus tickets on the Uber app
• Tara and Dalton clock up 90 years of loyal service
• Last bus promise included in new passenger charter
• Single tickets just £2
• 16-18 photocard
• Workwise travel scheme
• Free older person's travel pass
• Free disabled person's travel pass
• Frequently asked questions
• Lost property
• Ways to pay
• New online booking system
• Tickets & prices

Plan your journey

• Accessibility

All tickets & prices

All services & timetables

Inspiration & news

See all offers

All help & information

Contact your local garage for lost items

• Help & information

How to find your lost property

If you have lost something or left something on one of our buses, and it has been found, it will be with the garage who operates the service.

To find it:

1. Enter the service number in the box below. 2. Select the service on which the item was lost. 3. You will find the contact number for the garage at the bottom of the route page.

Lost property finder

Search for your bus by number to find lost property details

Search results

No service found. Please try again.

Need more help?

Our customer services team will try their very best to help find your lost property.

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Email Sign Up

Subscribe for updates & special offers!

Download Our App!

Search 'NXBus mTicket'

• Clean air zone
• Cookie policy
• Corporate governance policy
• Disability awareness & accessibility
• Modern slavery statement
• Partnerships
• Platinum buses
• Privacy policy
• Private hire
• Read our blog
• Safer travel partnership
• Services & timetables
• Sustainable travel
• Zero emissions buses

Call or get in touch online We are here to help

Coventry buses

Visit National Express Coventry

National Express great value coach travel and holidays

Part of Mobico Group

© West Midlands Travel Limited 2024

Passenger descriptions

Our passenger descriptions are designed to help you choose the right ticket for yourself or your fellow travellers.

Adult fares are applicable to all passengers aged 2+. Adults under the age of 16 are not permitted to travel alone on any European service unless accompanied by an adult aged 18 or over or they have a letter of authority from a parent or guardian.

Infants 0-1 Inclusive

Children aged under the age of 2, must be accompanied by an adult aged 18 or over. Unaccompanied children will not be carried.