Transport User Voice – June 2020 – Telling bus passengers about changes

27 May 2020

How Transport Focus is helping

How do you let passengers know about late-notice changes to services they may be relying on to get them to essential work?

Transport Focus has been asked by Government to produce guidance for bus operators and transport authorities in England, outside of London, on how to communicate any changes to passengers.

The guidance forms part of the Government’s support package for bus operators through the Covid-19 Bus Operators Support Grant.

To help us pull together the guidance, we worked with several key stakeholders across the bus industry. We gathered views from the representative organisations for bus operators – the Confederation of Passenger Transport and the Association of Local and Municipal Bus Operators. We also received valuable contributions from bodies such as the Local Government Association, the Urban Transport Group and the Association of Local Transport Co-ordinating Officers.

Bus operators will be asked to show the Department for Transport that they have taken account of this guidance in communicating changes to the relevant local authority and the general public. Particular attention will be paid to whether operators have done their best to ensure passengers are aware of timetable changes and have up-to-date schedule information.

We are also encouraging operators and authorities to tell us about examples of best practice which we may be able to include in future versions of this guidance.


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