Bus charter to deliver highest standards for passengers


Bus passengers in Suffolk can look forward to higher standards of service following the signing of a new charter.

Photograph of the Suffolk Enhanced Partnership members

The Bus Passenger Charter sets out a minimum and consistent standard to be met in the delivery of services to passengers.

The charter has been signed by Suffolk County Council (SCC) and bus operators covering the county and is a key part of the Suffolk Enhanced Partnership.

The Partnership is made up of councils, operators and other stakeholders and supports the improvement of all local bus services operating in the SCC, Local Transport Authority (LTA) area and neighbouring LTA areas where services are cross-boundary.

The charter has a wide range of pledges detailing what passengers are entitled to expect before, during and after their journey.

They include:

  • Information about service disruptions will be posted on bus company websites, apps, and social media.
  • A recognisable bus stop, with access to up-to-date timetable and contact information, and real-time displays at major stops
  • To be able to pay to travel by contactless, mobile apps or smartcards – not just cash – and tickets that are easy to understand
  • Buses that are clean, comfortable, and accessible
  • A clear, consistent process for complaints, feedback, and praise – with a speedy resolution

The charter also outlines the part passengers can play in helping buses run smoothly.

This includes reporting damage to buses, stops, or shelters, having passes, tickets, or fare money ready as they board, and helping keep the bus clean by taking litter home and keeping their feet off the seats.

The charter will be reviewed and renewed every 12 months by the Enhanced Partnership.

Councillor Alexander Nicoll, the chair of the Enhanced Partnership and Suffolk County Council Deputy Cabinet Member for Transport Strategy, said:

“This is a significant step for bus service provision in Suffolk.

“We want to get more people using the bus in Suffolk, and by introducing and implementing these high standards they will see how the bus offers a welcoming, convenient, and reliable way of getting out and about.

“More people on buses means reduced congestion on our roads and in our villages and towns, freeing up road space for those that really need it and producing a cleaner environment which benefits everyone.”

More details on the Enhanced Partnership and the passenger charter can be found on Suffolk On Board. Suffolk County Council website.