Happier customers

Our vision is a world where every journey is taken care of.

It is our goal to make each journey as comfortable, reliable and hassle-free as possible. 

Putting the customer first 

HappierCustomer-BodyText1.jpgWe build relationships with our customers through our frontline colleagues, customer ambassadors and through social media. These interactions allow us to better understand the needs of our passengers and where we should improve. 

We offer a range of flexible and easy payment options to make travelling with us easier, with contactless payment available on our whole UK bus fleet.

During the Covid-19 pandemic we have reacted to the changing needs of society, from adjusting our timetables to accomodate key workers, to adding on extra bus services to aid social distancing. 

Making journeys accessible 

_SJH6356.jpgWe are committed to working towards providing accessible travel for everyone. Our bus and rail companies are continuing ongoing programmes of access improvements to see more services become accessible to as many people as possible.

Our buses and trains are accessible to wheelchair users and we continue to increase audio announcements and information screens across our services.

One of our previous rail franchises was the first train operating company in the UK to introduce sunflower lanyards. This enables passengers to signal if they have a 'hidden' disability. This is a now recognised standard across all UK rail companies, as well as many of our bus companies.

Brighton & Hove Buses is a leader for bus accessibility. It was one of only two transport companies (including airlines) to receive the Highest Leader status under the Department for Transport's Inclusive Transport Leaders scheme.  The bus company has also ensured that it does not have black floors onboard buses, which helps those with dementia and black-out seizure triggers.

development goals

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