Advice while travelling during the coronavirus outbreak

Only use public transport if you have no other travel options. This keeps our services safe and available for those who need them most. Walk, cycle or drive if you can but you should continue to stay at home as much as possible.

Passengers should follow the latest government advice and wash their hands when arriving at work or at home. Carry tissues and hand sanitiser to catch, bin and kill any coughs or sneezes.

You should not travel if you show symptoms of a new persistent cough, or fever above 37.8 degrees.

The NHS website has all the latest information on coronavirus.

Stay Safe, Stay Apart

  • When waiting at stops or stations always stay two meters apart from other passengers and don’t sit next to someone in a shelter. Leave at least a one-seat gap between you and other passengers.

  • Please wear a face covering if you can. 

  • Do not crowd at the doors when getting on board. Stay back, form a queue, and leave a two-metre gap between you and the person in front.

  • Try to use mobile, smartcard or contactless payments to reduce the amount of cash needing to be handled.

  • Stay a safe distance from drivers or conductors and don’t sit on the seats behind them.

  • Do not sit next to someone else onboard if possible. Most services are quiet and should have plenty of seats.

  • While services are being regularly cleaned, limit the surfaces you touch while on board and do not touch your face until you can wash or sanitise your hands.

  • If you do cough or sneeze, please catch it in a tissue or the crook of your arm and use hand sanitizer straight away. Dispose of the tissue as soon as possible.

  • When leaving the service leave a two-metre gap between you and the person in front. Don’t all get up at once and queue in confined spaces.

Maintaining social distancing and good hygiene practices when using the transport network will help everyone stay safe and allow more services, for those that need them most, to continue operating. Further advice on a face-covering available here. 

Ticket acceptance and Direct Debit FAQs

Looking for a refund on a pass?

We understand that this is a very difficult time and so we are relaxing the rules across many ticketing schemes in order to provide refunds for customers who have been unable to travel. Read our Frequently Asked Questions to see if you are eligible. 

I have a TfWM/WMCA direct debit ticket can I suspend this?

Yes. If you pay for your monthly ticket by Direct Debit through TfWM’s Direct Debit scheme (payments will appear as “WMCA” on your bank statement), you can cancel your direct debit with your bank who will let us know so we can update your account.  You can do this via your mobile banking app, online banking or telephone banking, please do not email us to do this as this will take much longer.

If you do not purchase your ticket via TfWM’s Direct Debit scheme, please contact your scheme provider directly.

TfWM will be contacting all its Direct Debit customers in due course with information about how you can reinstate your payments and travel pass when the time is right.

I am a key worker; can my pass be accepted on any operator due to the reduced timetable?

No. At present, the current terms and conditions still apply for pass holders.  If passengers want the flexibility of using any operator then they would need to buy a nBus or nNetwork product.

Are you going to offer frontline NHS staff free travel?

There has been no discussion on this at the moment.

Cleanliness and at-stop information FAQs

Isn’t reducing services going to spread coronavirus more if people are supposed to be social distancing?

Demand for travel has fallen dramatically and operators are reviewing services and passenger numbers regularly. Only essential journeys should be made by public transport at this time. Please also be mindful of our drivers and other staff and not use the seats nearest to them. Passengers should abide by the social distancing guidelines issued by Public Health England whilst travelling on the public transport network. 

Are bus, train and trams being cleaned more regularly?

All operators are cleaning vehicles more regularly to try and prevent the spread of the virus, particularly hard surfaces such as handles and stop buttons.  We ask that passengers also do their bit and don’t touch surfaces unnecessarily and observe the guidance on handwashing and cleanliness.

Will you be updating the Real-Time Information screens to follow the reduced timetable? 

We are trying our hardest to keep the real-time systems up to date however given the nature and speed of the changes the RTI system won’t immediately be up to date.  The best place to find information will be online where we can update things quickly. We will revise this guidance when we can. Please check back in the coming days.

Will you update at stop timetable posters?

No. Unfortunately, it is not possible to update the timetable posters at the bus stop. It would take around 5-8 weeks to update the whole network. We are expecting regular changes in the coming weeks so it is not physically possible to keep them updated. The best place to find information will be online where we can update things quickly.

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