Returning to normal

As more people begin to travel, find out what we are doing to keep you safe

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Travelling safely together

As we all start to return to normal, more people will be travelling

Travelling with us

As the government restrictions ease and we all start to return to normal, more people will be travelling. To help with the increasing number of customers all forward facing seats can now be used if needed.

Whether it's your first time travelling with us or you've had a little break from public transport here's a handy guide to help you along every step of your next bus trip.

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Top things we are doing to keep you safe

  • Enhanced cleaning of shared surfaces 
  • Cleaners jumping on buses at key interchanges, town centres and bus stations
  • Daily fogging of all buses with antiviral solution
  • Extra buses on roads - more seats available for social distancing
  • Cashless payments - contactless on the bus or tickets on our app
  • Buses leaving the depot with key windows open to enhance air flow

A bit more on what we are doing to keep you safe

  • We have enhanced our extensive cleaning regimes to ensure we maintain high levels of hygiene for both customers and employees and reduce the risk of contact with Coronavirus (COVID-19). This includes extra cleaning of shared surface areas and cleaners jumping on buses at bus stations, key interchanges and stops. We also regularly use aerosol based disinfection containing a high performance antiviral solution - sometimes called ‘fogging’ on the bus fleet. We will continue to follow advice from the government and introduce any additional measures that are recommended or required. 
  • The expert advice from public health authorities around washing hands frequently, what to look out for and what to do if you develop symptoms, is being regularly shared with all of our employees.
  • Our timetables are currently running normally, and we also have a mini-fleet of extra “sweeper” vehicles on standby every day. We send them out to double up where it gets busy so there are more buses available, giving more space on board each bus.
  • Our drivers are here for you and if you need to ask them something please keep a safe distance between yourself and the driver.
  • For a full summary of the National Express West Midlands Covid-19 risk assessment, please click here.

Keeping our drivers safe

  • All our buses have always had permanent full-height perspex screens around the driver’s cab and we’ve blocked off the speaking holes to limit the risk of infection. We give our drivers gloves, hand sanitisers and wipes. Disposable masks are available at every garage for drivers to wear if they want to. Our drivers don’t handle money - we ask for exact change to be dropped in the chute. Or you can pay using contactless bank cards, Swift card or even buy and use a ticket on your mobile.

Things you can do to travel safely with us

Before you go

Plan your journey on our website or by downloading the Network West Midlands app, available on android and iphone! Find your local stop, check a timetable and take a look at a map. 

  • Allow extra time for your journey and if you can choose when to travel, try to avoid times when school children are likely to be travelling. Here is a handy little tool showing the times of day when our buses are at their quietest. 
  • You must wear a face covering at all times on board the bus, unless you are exempt so please remember to bring one with you.
  • Carry and use hand sanitiser when you travel to stay safe outside your home and protect other people. Hand sanitiser is not provided on the bus.
  • Please wrap up warm as our buses might be colder than normal. Some windows will be open to aid ventilation and keep fresh air flowing through the bus.
  • You can also buy tickets on our website or mTicket app before you travel.

At the stop

The number and final destination of the service will be on the front of the bus. To stop the bus, simply hold out your arm to signal to the driver that you would like to board.

  • Try to keep your distance from people not in your household while waiting.
  • If your bus is showing a BUS FULL sign, please be prepared to wait for the next one. Be kind and look out for other customers who might need to travel more urgently than you.
  • Let people off the bus before you get on and try to keep a safe distance between you, the driver and other customers.
  • If you need the entrance lowered for easier access please ask before boarding and wait for it to finish lowering before you step on.

On your journey

  • You need to wear a face covering when using public transport. It’s the law, and it’s an added level of safety for you and your fellow customers. Some customers will not need to wear a face covering - children under 11, and people with certain health and non-visible conditions. Drivers will be exercising reasonable discretion when applying this rule. You don't have to prove your exemption but if you like you can print out an exemption card from the TfWM website or if you have a sunflower lanyard you can show that. The card is something available for people to use if it makes communicating with the driver easier, or makes you feel more comfortable about travelling. Under these government regulations, our drivers do not need to wear face coverings while they're in the cab behind the screen. Here are some FAQs on face coverings.
  • Use a travelcard or mobile ticket where possible (it keeps us all moving quicker). Contactless can be used for adult single and day tickets. Cash is accepted but we are unable to give change.
  • All forward facing seats on our buses may now be used, but if you can, please make space for each other and sit in a window seat. Some seats will be labelled out of use and please don't sit directly behind the driver. Please do not stand on the bus. Check to see if there is a suitable seat upstairs on double deck buses. If you're on a Platinum or Electric bus then you can also enjoy free wi-fi and USB chargers!
  • Our drivers are here for you but if you need to ask them something please make sure it is safe to do so.
  • Once you’re on the bus, open a window, if you can, to help with ventilation and fresh air circulation.

Getting off the bus

  • Listen out for our next stop announcements if you're on our Platinum or Electric services.
  • Simply press the 'stop' button on the bus when you are near your destination
  • Remain seated until the bus comes to a stop and remember to take all of your belongings with you!

Ready to go? It's easy to get a ticket! 

Tickets are available to buy on our mTicket app or Swift card before you travel, or on the day using contactless or cash on the bus (exact change please). 

Any questions? We are here for you

There's a good chance your question has already been answered so the best place to start is our FAQs. If you still need help, get in touch on social media or contact us.


Follow the link for useful information about:

  • Passes and subscriptions
  • mTicket and Contactless
  • Swift card and more


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