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

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WEST MIDLANDS TRAVEL LIMITED

Company number 02652253

• Company Overview for WEST MIDLANDS TRAVEL LIMITED (02652253)
• Filing history for WEST MIDLANDS TRAVEL LIMITED (02652253)
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• More for WEST MIDLANDS TRAVEL LIMITED (02652253)

Next accounts made up to 31 December 2023 due by 30 September 2024

Last accounts made up to 31 December 2022

Confirmation statement

Next statement date 5 December 2024 due by 19 December 2024

Last statement dated 5 December 2023

Nature of business (SIC)

• 49319 - Other urban, suburban or metropolitan passenger land transport (not underground, metro or similar)

Previous company names

• Single trips & day tickets
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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.

Older Persons Concessionary Pass Renewal

If your pass is due to expire and you have received a letter or email from us you can renew it here.

Before you start you will need:

• The last 8 digits of your current travel pass
• Your date of birth
• An e-mail address if you have one (the e-mail address will only be used to contact you about your travel pass)
• National Insurance number (this is not compulsory but will help us locate your record and comply with audit requirements)

Renew your pass

If you have any  Swift Pay As You Go  credit or Auto Top Up settings on your existing card, these will automatically be transferred to your new card.

If your pass has already expired and you are unable to renew online, please call  0345 303 6760  to renew over the phone.

For more information about your Concessionary Pass visit  Transport for West Midlands .

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Get an older person's travel pass

You can get a pass for free bus travel anywhere in England when you reach the female State Pension age. It does not matter if you’re a man or a woman.

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 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 9.30am, you can get a pre-9.30 add-on ticket. Use our ticket finder to find pre-9.30 add-on tickets .

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

• 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 find out if you've reached the age for free bus travel on the GOV.UK website.

You can get a West Midlands older 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

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

Apply for an older person's pass

You can either:

• apply online
• download an application form to print out and send in the post

If you apply through the post, send your application to the address on the form.

Renew your travel pass

We'll write to you 4 to 6 weeks before your pass expires and tell you how to renew it.

If you’ve lost your letter, you can still renew your travel pass online .

You should get your new pass 2 weeks before your current one expires. Contact Customer Services if you have not got it by then.

Customer Services - Ticketing

Telephone: 0345 303 6760

Mondays, Tuesdays, Thursdays and Fridays, 8am to 6pm Wednesdays, 10am to 6pm Saturdays, 9am to 1pm Closed Sundays and Bank Holidays

Update the details on your travel pass

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

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