This Bus Passenger Charter covers bus services operated within the Lancashire Combined County Authority area, covering the constituent councils of Blackburn with Darwen Borough, Blackpool and Lancashire County councils. It explains what you can expect from your bus service and what to do if those expectations aren’t met.
The authority and bus companies know that passengers want regular, reliable and value-for-money bus services on which they can rely upon for their transport needs.
Bus companies
Bus companies will ensure that:
- timetables and route maps are up to date, clear and easily available from operators' or linked to third party websites and in printed format
- timetable changes will be announced on their website at least 4 weeks in advance of a change, giving clear information about the changes to each service. New timetables will be available at least a week before the service change
- any temporary service changes to timetables, stops or routes (for example due to roadworks) are announced in advance, where possible, via their website
- bus fares are easy to understand and available on operators' websites to enable passengers to check before travel. Any changes to fares will be announced at least two weeks in advance
- you will be consulted on significant changes such as the following via a suitable outlet, including the online Bus Service Changes page:
- service withdrawal
- reduction in overall frequency
- service rerouting
- drivers are courteous, helpful and professional, and have been trained to offer reasonable assistance to those who need it
- all buses have space for at least one wheelchair or buggy. Wheelchair users will have priority over other passengers for using the dedicated wheelchair space. When not needed by a wheelchair user, other passengers will be able to use the space but should move if required by a wheelchair user
- in the event of significant disruption to services due to events such as extreme weather conditions or an emergency road closure you will be allowed to use your ticket on other operators' services
- buses are cleaned internally at least daily and are well-presented
- all buses will be fitted with audio/visual equipment by October 2026 to provide next stop and other relevant information for the benefit of all passengers. New and refurbished buses will also have CCTV
- timetables and websites include clear information about how to make a comment, compliment or complaint about services, when a response to a complaint can be expected, and what redress can be expected
- here services are delayed or cancelled, bus companies will notify passengers using their own social media, website and/or other digital channels where available
- if the last bus of the day fails to operate, passengers intending to travel on the service can claim back the cost of a taxi ride home. This is subject to investigation by the bus operator and reviewed on a case-by-case basis
Free journey guarantee
If your journey fails to meet the standards set out in this charter, you can claim a free travel voucher from the bus company. You will need to contact the appropriate company explaining the reasons why you were not satisfied. Subject to verification from the bus company, they will arrange for a free journey voucher to be sent out to you, for use on a future date.
Each bus company has its own Conditions of Carriage, which set out their legal responsibilities and other rules for using their buses. Copies of these can be found on each bus company’s website. You can find details of bus operators, including links to their website and social media
The authority
The authority will ensure that:
- constituent council-owned bus shelters are clean and welcoming, with new and refurbished stops designed with passenger safety in mind. Shelters will be cleaned at least every three months on core corridors and every six months at other locations. Where the infrastructure is owned by a third party, the Combined County Authority will work with them to meet the same standards
- damage to constituent council-owned bus shelters, stop flags and timetable displays will be made safe within 24 hours of being reported where it poses a significant danger or within a week where the damage is minor. Where the infrastructure is owned by a third party, the Combined County Authority will work with them to meet the same standards
- up to date timetable displays are provided at bus stations as well as at major and most minor bus stops. Displays will be updated no more than 4 days before or up to 2 days after the start of a service change
- any temporary service changes to timetables, stops or routes (for example due to roadworks) are announced in advance, where possible, with notices at affected stops and by any other suitable method. The information will be updated if there are any changes to the temporary timetable and notices at bus stops will be removed quickly once the changes have ended. Temporary bus stop signs will be provided as agreed between the council, bus companies and roadworks contractor
- where real time passenger information is provided at stops and stations, the information displayed is accurate
- information about bus services will be available on the LCCA's public transport website, and updated monthly with forthcoming changes
- it will use Public Transport Safety Officers and work with enforcement agencies and bus operators to reduce crime and anti-social behaviour on the bus network
Passengers
Passengers are asked to:
- be courteous to drivers, fellow passengers and others working in public transport including at bus stations
- treat bus stations and bus stops with respect
- adhere to requests and instructions of drivers and other public transport workers
- refrain from distracting the driver when the bus is moving
- give priority to wheelchair users in dedicated wheelchair spaces
- give priority for seating to those less able to stand when a bus is full
- not to smoke or vape on the bus or in bus shelters
- help keep your bus clean, keep feet off seats and take litter home
- not play loud or offensive music or videos which may be seen or heard by other passengers
- purchase the correct ticket type valid for travel
If something goes wrong
If your issue is with a local bus service, then in the first instance please contact the operator involved.
Alternatively, please contact Lancashire Combined County Authority and your complaint will be passed on to the relevant operator, or dealt with by the authority if it relates to local infrastructure or a contracted bus service.
• email complaintsandfeedback@lancashire-cca.gov.uk
• call 0300 123 6782
• or write to
LCCA Public Transport Team,
c/o Lancashire County Council,
County Hall
Preston,
PR1 8XJ
You should provide as much information as possible regarding the issue and / or how your expectations weren’t met, to allow the organisations involved to work together to identify what went wrong and why.
Response to comments, queries and complaints
The authority and bus companies will respond within 1 working day of receiving notification for safety-related queries.
For other comments you will receive an initial acknowledgement within 5 working days and a full written response within 20 working days (except where a return telephone call has been requested). In the event that our investigation requires more than 20 working days, we will update you on a more regular basis.
Independent appeals
If you are unhappy with our response to any complaint you have the option of approaching Bus Users UK (www.bususers.org or 0300 111 0001) who will try to resolve the issue for you.
Bus user groups
Local bus user groups provide a forum for discussion about issues and developments around local bus services in specific areas. The current bus user groups in Lancashire are listed here along with contact details.
Lancaster District Bus Users' Group
Covers the Lancaster City Council area, meets every two months.
Web: https://lancasterbususers.com/
Email: secretary@lancasterbususers.com
April 2026