Customer Charter

You, our customers, are central to everything we do. We are committed to providing safe, reliable, and good-value bus and tram services, and we make the following promises to you.

Operate a reliable bus and tram service

At least 95% of all journeys will depart from their starting point no more than one minute early or five minutes late, except where delays or interruptions are caused by circumstances beyond the Company’s control.

We will operate at least 98% of all scheduled bus and tram journeys, excluding services cancelled or curtailed due to circumstances beyond the Company’s control.

We will make every reasonable effort to operate the final scheduled journey of the day, recognising its importance to customers, except where safety, operational integrity, or events outside the Company’s control prevent this.

Offer good value bus and tram services

We are committed to providing services that represent value for money.

We offer a wide range of tickets to suit different travel needs, including single, one-hour, one-day, three-day and seven-day tickets, available from drivers, conductors or on the app.

We participate in the AnyBus Fylde Coast multi-operator ticketing scheme, allowing customers to travel across participating bus operators using a single ticket. https://www.nowcard.org/anybus/fylde/

We commit to participating in any government or locally funded fare schemes.

Provide well-trained and professional staff 

Our people are key to delivering a high-quality service.

Our drivers, conductors, and customer experience staff are trained to be professional, approachable and customer focused and will give assistance to those who need it.

All drivers receive training in disability awareness and customer care, ensuring our services are accessible and inclusive.

Listen our customers

We value feedback and use it to improve our services.

Customer meetings, hosted through regular customer surveys help us understand your experience.

We aim to respond to all feedback and complaints promptly. Where an issue is found to be within the Company’s control, we will offer a full refund where appropriate.

All Company policies are available on our website.

Communicate clearly and effectively

We are committed to providing accurate, clear, and accessible information.

We commit to providing timely information when there are any disruptions to services. Disruption information is available on the Blackpool Transport Website or app.

Timetables and journey information are produced in multiple formats and designed to be easy to read and understand. When changes are made these will be published at least four weeks in advance of the change, giving clear information as to the changes to each service.

 We work to make information available in as many locations as possible, including through partnerships with local businesses, hotels, Tourist Information Centres, schools, and colleges.