Coronavirus (COVID-19) - FAQs
3rd June 2020

These FAQ's are designed to help answer questions you may have about travelling by bus. The situation is continually changing and we will do our best to keep you up to date. We are also sending out e-newsletter on a regular basis so you can sign up to receive this by clicking on this link- newsletter.

Please check our main coronavirus page for the latest information about what you need to know before you travel by bus.

Is it ok to use public transport? 
Public transport provides a vital role in keeping the country running and ensuring critical sector workers can get to work and fulfil their roles.  The Government has moved to the next phase of managing the Coronavirus pandemic, it has said that more people can return to work. Please only travel if your journey is essential.

Will you be increasing bus routes? 
We are expecting buses to become busier and we are planning to increase our service levels in the coming weeks.  Our new timetables form part of a phased escalation in services that are in line with government guidelines around social distancing on buses. Our aim is to help keep passengers and drivers as safe as possible. We will update our website as soon as these details are available in full.

What contingency measures do you have in place if the spread of the virus continues? 
We have in place a dedicated team that is closely monitoring and managing the current situation. They communicate every day and have virtual meetings each week. Our priority is to protect the safety of our passengers and our employees. In addition, we will continue to liaise closely with government and public health authorities on any further steps we should take. 

What have you been doing to ensure your buses are clean? 
We have extensive cleaning regimes in place to maintain high levels of hygiene to protect the health and well-being of our passengers and employees. Enhanced cleaning, using stronger cleaning products, of the driver’s cab, and other commonly touched parts of buses (e.g. doors, poles, bells, card readers) is taking place.  Extra cleaning is taking place en route. These regimes are carefully monitored and reviewed.

Can buses be extra ventilated at this time? Can you force windows to stay open for example? 
We cannot force windows to stay open but we would encourage you to keep windows open to aid ventilation.  Buses also refresh air through regular intakes when the bus calls at a bus stop and most have windows that can be opened at any time. 

How are you protecting your staff, such as drivers? 
We are actively communicating with our drivers and reminding everybody of the importance of good hygiene practice. In addition, as with the main customer touch point areas, we are also increasing the frequency of cleaning within driver cabs and other areas our staff come into greater contact with.  The ventilation holes on the assault screens are now sealed.  Drivers are being provided with face masks, hand santiser and surface wipes to aid protection. 

What about the handling of cash? 
To decrease direct contact, we are encouraging passengers to use alternative methods of payment to cash (where possible) although we do recognise that some of our passengers do not have access to our mobile app, our key cards or contactless payment cards. We will continue to accept cash, though we will not provide change so please try and have the correct fare.  Any cash tendered will be placed directly into a plastic bag. Please do not be offended if they do this. This is a temporary measure. 

How are you supporting older and disabled passengers to take advantage of the special early shopping hours some retailers are offering? 
In order for customers to take advantage of exclusive early morning opportunities being offered by some shops, we are accepting any English concessionary pass for travel 24 hours until further notice. 

How will I know if the situation has changed? 
As the situation evolves, we will continue to engage with government, follow guidance from PHE and provide advice and updates to customers on our services. We will primarily be doing this using our website and e-mail communications and would advise passengers to keep an eye on these for updates. You can sign up for e-mails from Metrobus by clicking here

I have been unable to use the full validity of my bus pass due to being told to self-isolate or work from home. Can I have a refund on the unused section?  
We continue to provide bus services for those who require essential travel. However, we do have processes in place if a change in circumstances means that a passenger wants to freeze their travel or apply for a refund. Please contact our customer services team for more assistance with this.

I have bookings with Spirit of Sussex. Will these be cancelled?  
In order to help protect everyone, all bookings are cancelled until further notice. 

If my Spirit of Sussex booking is cancelled, will I get a refund? 
If your trip has been cancelled, then one of the team will be getting in touch shortly to discuss this further with you.  

How will you be supporting people with questions and concerns? 
We recognise how important it will be for us to keep everyone up to date. We have a dedicated team of customer service advisors who currently work seven days a week. They can be contacted by telephone, e-mail or using our social media channels. We also have contingency plans in place to ensure there are enough staff to maintain these opening hours as this situation continues to develop. However, if there are any changes, we’ll provide updates. Updates on services will be available daily on our website and we will also send out e-mail newsletters at more regular intervals. You can sign up for e-mails for Metrobus here.

Are your Travel Shops open?
Our Travel Shops at Crawley Bus Station and Redhill Bus Station are now open. The Travel Shop at Gatwick Airport remains closed until further notice. You can still contact us via email on feedback@metrobus.co.uk or contact us on social. Our phone lines are also open: 01293 449191.  Travel Shop opening hours can be found here.