Require bus operators to refund fares for service cancellations

Summary

We demand that the government requires bus operators to refund passengers for cancellations. When bus operators fail to provide the paid-for service – such as by terminating routes early and stranding passengers – a refund system similar to train 'Delay Repay' or cancellation refunds should apply. Bus services, for example in London, can curtail routes, abandoning passengers mid-journey without refund. We think passengers deserve the complete journey they pay for or their money back, and that this wastes their time and money. We feel bus operators lack adequate contingency plans, facing no penalty for poor service and shifting the entire burden of their operational shortcomings onto the paying customer. Government must ensure bus companies are accountable and provide refunds for failures.

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