Bus passengers' rights

These rights apply to people using London buses. They relate to:

  • Ticket conditions which do not discriminate by nationality
  • Access to transport for disabled people and people with reduced mobility
  • Financial compensation for the loss of or damage to wheelchairs and other mobility equipment, if we are responsible for the loss or damage
  • Disability-related training for staff
  • Travel information before and during the journey
  • Information about passengers' rights
  • Complaint handling

Coach terminal users' rights

These rights apply to people using Victoria Coach station. They relate to:

  • Non-discriminatory access for disabled people and those with reduced mobility
  • Providing assistance without charge to disabled people and those with reduced mobility
  • Requests for assistance from disabled people and those with reduced mobility
  • Disability-related training for staff
  • Financial compensation for the loss of or damage to wheelchairs and other mobility equipment if we are responsible for the loss or damage
  • Temporary replacement of lost or damaged wheelchairs or other mobility equipment if we are responsible for the loss or damage
  • Information about cancelled or delayed services and alternative connections
  • Travel information
  • Information about passengers' rights
  • Complaint handling

These rights are in addition to our customer commitments. They arise under EU Regulations 181/2011, the Rights of Passengers in Bus and Coach Transport (Exemptions and Enforcement) Regulations 2013 and the Rights of Passengers in Bus and Coach Transport (Exemptions and Enforcement) (Amendment) Regulations 2017.

See the 2011 Regulation, the 2013 Regulations and the 2017 Amendment Regulations in full.

If you believe any of these rights have not been honoured, contact TfL customer services.

Online form: Use our online form
Phone: 0343 222 1234 (TfL call charges)
Textphone: 0800 112 3456
Address:
TfL Customer Services
4th Floor
14 Pier Walk
SE10 0ES

You can view our formal complaints procedure on our Help & contacts page.

If you are unhappy with the response from TfL you can contact London TravelWatch. London TravelWatch is the independent watchdog for transport users in and around London.