FAQ / Contact


Have you got a question? Here are our most popular queries from parents. If yours isn’t answered then please ask us here. We’ll get back to you soon.

Q. What happens if my child’s bus is running late to school?
A. If the bus is running late, whether this is due to a breakdown or severe traffic on route, our customer services team will contact the school directly and advise that all the children on that particular bus will be late for school.
Q. The bus didn’t stop for my child. How can I raise this with you?
A. We endeavour to ensure school children are safely taken to and from school. If one of our drivers have failed to stop for your child, please contact our customer services team providing the full details of the bus your child was trying to catch and we will conduct a full investigation.
Q. My child’s busID isn’t working, how can you help to ensure they can get home?
A. If a busID stops working for whatever reason, we will endeavour to ensure they get home safely and will allow free travel on this occasion. We do ask for you to contact our customer services team so we can check your child’s busID and ensure it is working for their next journey. If there is a fault with the card we will send out a new card.
Q. My child’s phone has broken and they cannot get hold of me. How do I know they are safe?
A. If your child is having problems getting hold of you, they can approach our friendly drivers who will be able to help. Our control room operates 24/7 and is on hand to assist our drivers. They can liaise with our driver for full details and we can try and get hold of you via our customer services team, providing your contact number is added to their busID card.
Q. What happens if my child has left their homework/PE kit/etc on the bus?
A. If an item is lost on one of our buses, it will be taken back to the driver’s depot and transported to our 1 Stop Travel Shop in Brighton. We usually know if we have an item matching your description from around 2pm the following day. However it can take up to 2-3 working days for items to arrive at 1 Stop and be available for collection. To check if an item matching your description has been handed in, please contact our customer services team on 01273 886 200.
Q. Why can’t I have my email address added to all my children’s busID cards?
A. The system we use allows our customers to login and view their account online. Due to this we do need to have separate email addresses for each card held in our database to ensure the information you are being shown is for the correct card.
Q. Are there any guidelines on the photo used for my child’s busID?
A. Yes, there are a few guidelines to ensure your child easily recognisable from their photo for our drivers. For the full guidelines please go to https://www.smartbuses.co.uk/smart-card/faq/busid-smartcard-photo-guidelines/15/


Has this site been helpful to you? Get in touch with any feedback or questions you might have, we love to hear from parents in our city.

To contact us about our bus services:

E-mail us at info@buses.co.uk

Telephone us on 01273 886 200

Monday to Friday: 7am – 7pm

Saturdays: 8.30am – 5.30pm

Sundays and Bank Holidays:
9.30am – 4.30pm

To contact us about our bus services
Write to us at

Write to us at:

Brighton & Hove Bus and Coach Company,
43 Conway Street, Hove,
East Sussex, BN3 3LT

07583 051915: SMS for passengers that are deaf or have a hearing impairment