West Midlands Bus on Demand: customer guidelines

Across the West Midlands, Bus on Demand is for people aged 16 and over who are unable to, or find it difficult to, use regular public transport because of a physical or other impairment.

In Coventry, anyone can use the service.

You need to register before you can book a journey.

Children under 16 must travel with a responsible adult aged 18 or over.

Everyone travelling must have a seat booked, including children who are travelling free.

Yes. You can book a journey for other people.

Make sure everyone travelling knows about these guidelines. If you are travelling with a child, you are responsible for making sure they follow the guidelines too.

Tell us how many people are travelling when you make your booking. This includes people who are travelling for free.

Everyone in your group must travel from the same pick-up point to the same drop-off point. We may not be able to carry people who have not been included in your booking.

You can book up to 14 single trips in any rolling seven-day period. This is the same as seven return trips.

Journeys are limited to a five-mile straight-line distance from your pick-up point.

Journeys must also stay within the West Midlands boundary.

Not necessarily. Bus on Demand is a shared service, so your journey time can change depending on other bookings, traffic and the route the vehicle takes.

When you book, we'll give you an estimated pick-up and drop-off window. These times are not guaranteed.

We'll let you know if we expect your journey to be outside the booking window.

You need to register before you can book your first journey. You can register using the app or by calling 0345 034 8670.

If you need to use a wheelchair or mobility scooter, you may need to complete an assessment before you can register.

You can book using the app or by calling 0345 034 8670.

When you book, you'll need to tell us where you want to be picked up and dropped off and how many people are travelling.

Yes, but you may need to complete a wheelchair or mobility scooter assessment before you can use the service.

Our vehicles can carry wheelchairs and mobility scooters up to 120cm long and 70cm wide, with a combined maximum weight of 300kg, including the passenger.

If you want to remain in your wheelchair during the journey, your wheelchair must meet the ISO 7176-19 safety standard. If it doesn't, you'll need to transfer to a seat on the vehicle.

Assistance dogs can travel with you at any time.

You can also bring a pet if it is safely restrained or in a suitable carrier. Pets must not take up a seat or cause problems for other passengers.

Our drivers can help wheelchair and mobility scooter users, disabled customers and people who need additional assistance to get on and off the vehicle.

Drivers cannot enter your home or other buildings. They can use gardens and pathways when needed to help you reach the vehicle door.

Your fare will be shown in the app when you book. If you book by phone, the booking adviser will tell you the fare.

English National Concessionary Travel Passes do not provide free travel on Bus on Demand.

This includes older person's and disabled person's passes.

In Coventry, concessionary passes can be used as proof of eligibility for concessionary travel.

Swift Cards cannot currently be used to pay for Bus on Demand journeys.

You can pay:

• by card in the app
• by card on the vehicle
• by cash to the driver

If you're paying cash, please try to have the correct amount as drivers may only have limited change.

If you no longer need your journey, please cancel it as soon as possible.

This means the journey can be offered to another customer.

Repeated late cancellations or no-shows may lead to your account being reviewed and could result in your access to the service being suspended.

If we cancel your journey before or during the journey, you won't be charged.

We may need to change or cancel services because of things such as traffic, bad weather, vehicle problems or passenger numbers. Where possible, we'll try to arrange alternative transport for pre-booked journeys.

Your journey will be treated as a no-show if you haven't arrived at the pick-up point one minute after the end of your arrival window.

You'll receive a text message six minutes before the vehicle is due to arrive, as well as live updates in the app.

Please:

• follow instructions from your driver
• treat drivers, staff and other passengers with respect
• use your phone and other devices considerately
• tell staff if you become unwell or are injured
• take your rubbish with you when you leave.

For everyone's safety, there are some things you must not do:

• stand while the vehicle is moving
• distract the driver
• block an aisle or emergency exit
• smoke or vape
• eat or drink
• behave in a threatening or abusive way
• damage or interfere with the vehicle or its equipment
• play music or other sounds loudly
• travel while under the influence of alcohol or illegal drugs
• bring a bike, e-scooter or other cycling vehicle onto the vehicle.

You may be refused travel or asked to leave if you do not follow these rules. Serious incidents may also be reported to the police.

You can bring small items of luggage or shopping if they can be safely stored.

As a guide, you should not bring more than you can carry yourself, normally around two or three bags.

Larger items that cannot be safely stored are not allowed.

Yes. You must wear your seat belt while travelling.

Seat belt extensions are available if you need one.

No. Bikes, folding bikes, unicycles and e-scooters cannot be carried on Bus on Demand vehicles.

If you've left something on a Bus on Demand vehicle, contact us as soon as possible on 0345 034 8670.

Tell us what you've lost and when and where you travelled.

If we find your property, we'll keep it for up to two weeks. Perishable items, such as food, will normally only be kept for 24 hours.

You may need to provide identification and a description of the item before it can be returned.

If you have a question, complaint or suggestion about West Midlands Bus on Demand, contact our Customer Service Centre:

0345 034 8670

customerservices@tfwm.org.uk

Transport for West Midlands
16 Summer Lane
Birmingham
B19 3SD