Buses & coaches - Pushchair aid damaged

How does Resolver work?

Free forever

Resolver is free. No adverts, no hidden costs. Just raise a case and leave feedback after. Simple! We’ve helped millions of people find a resolution. Get started now and let’s get this sorted.

Know your rights

There’s no jargon in our rights guides. Instead, they’re full of the info you need to get things sorted. We’ll always be on hand with guidance and support to help you get the results you’re looking for.

Get your voice heard

You can be certain that you’re talking to the right person at the right time. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution.

If a bus or coach company loses or damages any mobility aids, such as a wheelchair, it is their legal responsibility to replace it or pay for repairs.

You should know
  • All bus and coach operating companies have different rules relating to customer issues; everything in this section is set out in the Bus Users Good Practice Guide.
  • You must always complain to the company direct if you have a complaint about the service and give as much detail as possible
  • Check each bus companies Conditions of Carriage for specific terms and conditions
  • If you cannot settle your complaint directly with the bus company you can ask Passenger Focus to follow up complaints to any bus or coach company within the UK.
  • The exceptions to this are, London where you can complain to London Travelwatch and Northern Ireland where you should contact The Consumer Council for Northern Ireland


Conditions of Carriage

These are different for each bus company and form the terms and conditions of your contract with the operator. They often set the way issues must be handled and what compensation, if any, you are entitled to. Transport of London set out your conditions of carriage on London transport.

Submit your issue for free

The resolver system holds the contact details for bus operating companies and will help you deliver and manage your complaint as it is important that you keep a complete record of all dealings you have with the bus operating company.

Following action

Setting up a case in resolver will mean the company is automatically nudged with a reminder email if it does not respond. If you are not happy when a response does arrive, the system reminds you when you can raise your case to the next most senior level of management within the company.

If an issue cannot be resolved with the bus company, you have the right to take your case to the nominated body Passenger Focus to try and negotiate a settlement on your behalf. If you are still unhappy then the Bus Appeals Body or Bus Appeals Body Scotland will look at all the evidence again and issue a decision on the case. The Bus Appeals Body is an independent organisation set up by Bus Users, which represents passengers, and the Confederation of Passenger Transport (CPT), which represents bus companies.

The exceptions to this are London, where you can complain to London Travelwatch. Unlike the rulings of an ombudsman, the recommendations of London Travelwatch are not binding on the company and they can choose to ignore the proposed solution, but this is rare.

For Northern Ireland you should contact The Consumer Council for Northern Ireland.

Who regulates the market?

Buses in the UK are regulated in a variety of ways. Bus transport in London is regulated by Transport for London. Bus transport in some large cities is regulated by Passenger Transport Executives. Bus transport elsewhere in the country must meet the requirements of the local Traffic Commissioner, and run to their registered service.

While travelling by bus and coach around Europe you are protected by passenger rights. These rights apply as long as your journey begins or ends within the European Union, it is a regular service, and you are set to travel along specified routes with predetermined stops at specified intervals.

Find the best rights for you

We have 5,196 pages of rights advice for you covering 6,978 companies and organisations across 17 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.

Start by telling us the name of the company or organisation you have an issue with.

Who do you have an issue with?

Raise it for free via Resolver