Customer Charter

You are important to us and this is our commitment to you:

We promise to operate a reliable bus service
95% of all buses will depart from the starting point of the journey within a window of one minute early or five minutes late.

We promise to operate a quality fleet of buses
All our vehicles will be, on average, no more than eight years old, and serviced and
maintained to standards approved and recommended by the government’s Vehicle and Operator Services Agency (VOSA).  We regularly invest in new buses as part of our commitment to provide a full fleet of buggy friendly, wheelchair accessible, CCTV
protected vehicles.

We promise to provide well-trained staff
Our drivers, inspectors and customer service staff are friendly, professional and well trained, and we are committed to ensuring all drivers are trained in Disability Awareness.

We promise to listen to you, our customers
Customer Panel meetings and Customer Surveys are frequently carried out to ensure your satisfaction and we promise to respond to all feedback. As part of our money back guarantee, we offer full refunds for problems within our control, and our ‘Comments, Compliments and Complaints Policy’ is available from our offices and website. 

We promise to communicate with you, our customers
We will continue to provide accurate information that is clear and easy to understand, and support the operation of the new Real Time Passenger Information System. Our handy ‘know your network guide’ provides a guide to all our routes and services with company and performance information always readily available from both our website and newsletter. 

We promise to offer a good value bus service
We offer a variety of tickets to suit different needs at value for money prices. Single, return and one-day tickets are available from your driver and weekly/monthly tickets from our offices at Warrington Interchange.

Click to download a PDF version of the Customer Charter