Customer Charter

You, our customers, are very important to us and we offer the following promises:

Operate a reliable bus and tram 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 except where delays and interruptions are caused through no fault of the company.

Offer a good value bus and tram service

We offer a variety of tickets to suit different needs at value for money prices. One hour tickets, Single tickets as well as one, three and seven day tickets are available from your driver or conductor and day, weekly & monthly tickets from our website, mobile app and most PayPoint agents. Any surplus monies will be reinvested in the business to buy new buses and improve our service to you.

Provide well-trained staff

Our drivers, inspectors and customer experience staff are friendly, professional and well trained. We are totally committed to ensuring all drivers are trained in disability awareness and customer care.

Listen to you, our customers

Customer meetings (hosted by Blackpool Transport Customer Panel) and customer surveys are regularly carried out to ensure your satisfaction and we promise to respond to all feedback. We have established an independent Blackpool Transport Customer forum group, details of who to contact can be obtained through our customer services team. We will offer a full refund if after investigation the reason for failure is within the Company's control, and all of our Policies are available from our offices and website.

Communicate with you, our customers

We will continue to provide accurate information that is clear and easy to understand. We produce timetable and journey information in multiple formats and ensure this information is legible for all customers. We aim to ensure our information is available in as many places as possible and we actively work with local businesses, hotels, Tourist Information Centres, schools, colleges and more.