Coronavirus Updates and latest travel advice

3rd July 2020

Coronavirus Updates and latest travel advice

Face coverings on Public Transport from 15th June

In line with guidance from the Government, if you can you must wear a face covering on public transport. Some people may be exempt from wearing a face cover. For full details of the guidelines and exemptions please click here.

Service level

On Monday 1st June we  increased our services and are now operating in the region of 80% of our standard service. This increase is part of our continued effort to support social distancing as more people return to work.

On 15th June there were minor changes to a few services: Fastway 10, Route 21, Route 93, Fastway 100 and Route 200

Full details of our current service level can be found here

Making Travel Safer

As the Government has moved to the next phase of managing the Coronavirus pandemic, it has said that more people can return to work.  We are expecting buses to become busier and have therefore increased services to support social distancing.

We all have a responsibility to follow the Government advice: Details of Government advice are here 

To help, we have prepared these key messages for guidance when using buses.  New signage has also been fitted to bus stops and on our buses to help with guidance while travelling:

Before you travel

  • consider if your journey is necessary and if you can, stay local. Try to reduce your travel. This will help keep the transport network running and allow people who need to make essential journeys to travel.
  • Don’t travel by bus if you feel unwell or have COVID-19 symptoms.  
  • See the government guidelines for passengers  it also advises not to travel if you are clinically extremely vulnerable. We therefore recommend you take expert medical advice on this before you do travel if you are unsure if this refers to you.
  • Please pay attention to government guidance by washing your hands before travelling. We don’t provide hand sanitiser so ask that you bring your own.
  • Pay by contactless payment. If you can only pay by cash, please use the exact change.
  • Buses can carry fewer people now so be prepared to wait if your bus is showing a bus full sign even if it appears to have space - the driver may not be able to let you board the bus if social distancing cannot be maintained
  • The buses have lower capacity levels and these are clearly displayed on the side of them.  To assist, the driver can advise verbally this information if required.
  • Currently our busiest times are lunch time, so you may wish to plan your journeys at other times.  You can also contact our Customer Services who will be able to help - contact details are available below.
  • Check our website or twitter regularly for service updates that may impact your journey

At the bus stop

  • Stay safe – keep 2m apart from people not in your own household while waiting.  Board the bus one at a time.
  • The screens will advise when the bus is full  - the drivers can advise verbally this information when the bus stops for passengers unable to read the screens. Helping Hand may assist with this.
  • If the bus is full only one passenger can board for every passenger that gets off. 
  • Be aware of pregnant, older and disabled people who may require a seat or extra space and be aware that not all disabilities are visible.
  • Have your ticket, app, key card, ready before you board the bus. Pay by contactless, key card or app if you can
  • If you need to pay by cash have the correct fare – we are not providing change.  Our drivers have plastic bags for you to drop your cash into to minimise further contact. 

On the bus

  • When taking a seat sit 2 metres apart where possible and make use of the upper deck, where available too.  Only sit directly next to someone else if they are from your household.
  • Please be patient while getting on and off and do not queue in the aisle or next to the driver.
  • If you have a sight impairment the driver can advise you of available seating. The driver can also advise and help you in regards to social distancing near the driver’s cab and in the seating areas. 
  • On request, our drivers are available to assist when required. If preferred the Helping Hand card can discreetly advise drivers if you require any extra assistance 
  • If you do cough or sneeze on the bus, do so into your elbow and take any used tissues with you when you leave the bus
  • If you can wear a face covering then you must - some people may be exempt from wearing a face covering, please see the updated guidance for face coverings
  • Please open windows to help with ventilation
  • If you need assistance please ask the driver as normal
  • When the bus is full please ring the bell if you want to get off at the next stop
  • Take any newspaper/rubbish with you to dispose of safely
  • If you need to get off the bus please ring the bell and remain seated until the bus stops 
  • When you leave the bus remember, if possible to observe social distancing
  • Once your journey is over, remember to wash your hands

Concessionary passes

We are accepting Older Person's and Disabled Person's concessionary passes for travel 24 hours a day. 

From 15th June if you are boarding a bus in West Sussex with an older person's pass, you will no longer be able to travel before 0930 on Mondays to Fridays. West Sussex disabled pass holders will still be able to board at any time in West Sussex.

If you are boarding a 420 or 820 bus in London with an older person's pass, you will no longer be able to travel before 0930 on Mondays to Fridays. London Freedom disabled pass holders will still be able to board at any time in London.

Customer Support

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.  Travel Shop opening hours can be found here.

Our friendly customer service team provide telephone, social media and email support 7 days a week on  01293 449191 and SMS texting for passengers with hearing impairment on 07583051915


Customer services opening times
Monday to Friday: 0700-1900 
Saturday: 0830-1730 
Sunday:  0930- 1630

Social distancing

Where possible please practice social distancing by sitting more than 2 metres away from the driver and your fellow passengers. We have put signs on seats to help with this.

We recognise that this isn’t always possible, for example passengers with a sight impairment. We welcome the assistance of all our passengers and staff in the help and support of each other. 


The health and safety of our customers and colleagues is always our top priority. We've stepped up our procedures with deep cleans, stronger products and the use of PPE.  Extra cleaning is taking place en route.

Alternatives to cash

Please help to reduce direct contact at this time by using alternatives to cash such as contactless or mobile tickets. We are still accepting cash payments and ask, where possible, to have the correct fare ready. From Wednesday 15th April our drivers will be unable to provide change the exact fare will be accepted if you cannot pay by these methods. Thank you for helping to reduce the spread of coronavirus.

To help with your questions

Please click here for FAQ's - helping to answer questions you may have about travelling by bus

Further advice

We recommend you stay up to date with the latest advice published on the NHS and Public Health England websites

We have Covid-19 safe certified working environments - more details here