west midlands travel complaints

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West Midlands Bus Users

Complaints & Feedback

Please note that this website is an independently run site that is not directly affiliated with any bus operator or transport organisation or provider. We do not operate any bus services, nor do we issue or take payments for any tickets or passes.

Formal complaints and feedback, as well as requests for refunds etc, will need to be sent to the relevant bus operator or authority responsible.

Bus service complaints

If you have a specific complaint to make regarding a bus service, you should in the first instance contact the bus operator directly.

Links to common bus operators contact forms below:

• National Express West Midlands
• National Express Coventry
• Diamond Bus
• Banga Buses
• Kevs Cars & Coaches

For contact details for all other operators in the Transport for West Midlands area, please see the Operators page on their website.

If the bus operator has a Facebook or Twitter page, you may also try to contact them that way, but in most situations they will merely direct you to the contact methods on their own website.

If after making a formal complaint you are not satisfied with the response you receive from that bus operator, you may choose to escalate your complaint to Bus Users UK.

• Bus Users UK complaint process

(For the avoidance of doubt, this ‘West Midlands Bus Users’ website is not part of nor has any direct involvement with the Bus Users UK charity organisation)

Bus stops, shelters and stations

Any issues with bus stops, bus shelters, bus stations, or other bus information infrastructure within the West Midlands county should be reported to Transport for West Midlands.

• TfWM: Report A Problem

Tickets / Passes / Payments / Refunds

For queries, enquiries and complaints regarding your pass or travelcard, please contact the bus/transport operator or local authority from whom you purchased or who provides the pass/travelcard.

For queries and complaints regarding contactless payment overcharges, please contact the bus operator with whom you travelled.

Lost property

For items lost on a bus, a train or at a train station, please contact the bus or train operator .

For items lost at a bus station in the West Midlands region, contact TfWM Customer Service.

Phone: 0345 303 6760 Mondays, Tuesdays, Thursdays and Fridays, 8am to 6pm Wednesdays, 10am to 6pm Saturdays, 9am to 1pm

For items lost on Metro tram or at a tram stop, please contact West Midlands Metro customer service:

Phone: 0121 502 2006 Monday to Friday, 9am to 3pm [email protected]

Anti-social Behaviour

If you witness or encounter any anti-social behaviour while travelling on buses or other public transport, this can be reported to Safer Travel for further investigation. While action may not be immediately taken, intelligence gathered from passenger-submitted reports allows the team to identify problem spots and areas and target resources where they are needed.

• Safer Travel – report an incident

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How to File a Complaint Against Transport for West Midlands

National Express West Midlands, often abbreviated to just West Midlands Bus, is a bus operator that provides services in Birmingham, Dudley, Sandwell, Walsall, and Wolverhampton. The company is a subsidiary of National Express. While West Midlands has an okay reputation, customers may still need to file a complaint against the West Midlands Bus company .

This guide will show you how to file a complaint against National Express West Midlands. The process is fairly straightforward. But should you need additional assistance, DoNotPay can help you file a complaint against the West Midlands Bus company . More on that later.

Reporting Anti-social Behaviour on a West Midland Bus

Passengers displaying anti-social behaviours should be treated differently than if you have a complaint against the bus company. If you see an unruly passenger that should be reported, here's what you should do:

• For reporting a crime, call 101 or use the Live Chat feature with the West Midlands Police
• If you feel safe doing so, try to gather evidence of the perpetrator by using your phone's camera
• If the occurrence was not a criminal matter, you can report the incident to West Midlands Safer Travel Partnership
• Follow the West Midlands Safer Travel Partnership advice page for more tips

Common Complaints Against West Midlands Bus

• Rude drivers
• Confusion around buying and using Swift cards
• Inaccurate timetables on the app
• Being ignored at bus stops
• Displays at bus shelters showing inaccurate information
• Blocking roadways and driveways
• Shortage of drivers to operate routes

How to Make a Complaint to West Midlands Bus

• Trying to work directly with West Midlands Bus to find a resolution is the first step.
• There are other options if West Midland won't remedy your complaint, but all these options require that you try to work with the company first
• Given that West Midland and its parent company National Express are major bus operators, there are many ways to file a complaint
• You can reach the company in person, by phone, online, or via social media.
• It is recommended to first raise the complaint in private before going to social media
• If the complaint is not resolved in private, then it may be beneficial to make the issue publicly known on social media.
• Making complaints publicly known on social media is a bit more aggressive, but it may be necessary to get the issue resolved

Using Alternative Dispute Resolution (ADR) T o Solve Complaints With West Midland Bus

If you are unable to remedy your complaint with West Midlands Bus, you can escalate it to an ADR case. This is a way to seek a fair resolution without the need of going to court. To do this, you will need to contact the non-profit organization called "Bus Users." Here is how to seek an ADR with Bus Users :

• West Midland Bus must be allowed 14 working days after receiving your complaint before it can be escalated to Buss Users.
• If the complaint is not redeemed within 14 working days, or if you have not received a reply in that time frame, then you can start working with Buss Users for an ADR
• Complaints must be submitted in English or Welsh
• The complaint must be communicated in writing unless the user has a communication disability
• Most of this process can be done in writing. In nearly all cases, you will not need to appear in person for a hearing.
• The complaint must be within the scope of complaints of Bus Users

Types of Complaints Within the Scope of Bus Users

• Unreliable service
• Bad attitude of drivers or staff
• Infrequent service
• Poor vehicle condition
• Bus failed to stop at the designated shelter
• Improper infrastructure
• Bus lacks capacity for passengers
• Bus cannot accommodate certain disabilities
• Ticket issues including price and acceptance
• Accident or personal injury
• Violations od European Passenger Rights Regulations

Situations Where Bus Users Cannot Help

• The complaint has not been presented to West Midland Bus
• The incident occurred more than 12 months ago
• The complainant did not use the bus (e.g. pedestrian, car driver, etc.)
• A complaint that is subject to action
• The complaint has already gone to ADR or court
• The complainant has a history of frivolous complaints
• The complainant displayed abusive behaviour towards West Midland Bus staff

Get Any Customer Service Issue Resolved With DoNotPay

If you need to file a complaint against West Midland Bus, DoNotPay can submit it for you in minutes. We developed automated bots to resolve countless customer service issues quickly, including filing a complaint against West Midland Bus . Here's how to get started:

• Go to the DoNotPay website
• Select the "File a Complaint" icon
• Select the option that best describes your complaint
• Input "National Express West Midlands" for the company name
• Provide a brief description of the complaint. These details will be used by our automated bots when resolving the issue. Details are important, as this may be used in an ADR if necessary.
• Click Submit and that's it!

What E lse C an DoNotPay D o?

DoNotPay offers countless other services in the UK and USA. Our automated bots can help resolve numerous customer service and issues. The BBC called us the "World's First AI Consumer Champion."

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Who should I send my enquiry to?

For passenger information, journey planning and transport disruptions, contact Transport for West Midlands .

For general council services please contact your local council teams.

For information about what WMCA does please view What We Do . To get in touch with a member of WMCA Customer Services use the information below on how to contact us.

Find who you need to contact

Answer questions and we'll direct you to the right team so we can respond to your query faster.

Give us a call

Phone: 0345 303 6760

Mondays, Tuesdays, Thursdays and Fridays, 8am to 6pm Wednesdays, 10am to 6pm Saturdays, 9am to 1pm Sundays and Bank Holidays, Closed

Write to us

Customer Services PO Box 9421 Birmingham B19 3TR

Complaints Procedure

Learn how we handle complaints at West Midlands Combined Authority and Transport for West Midlands.

This is a new service - your feedback will help us to improve it.

How can I make a comment, complaint or suggestion?

We always welcome your comments, compliments and suggestions about our services. We will try to resolve any complaints you may have. View our complaints policy here .

You can contact us:

By email  The best way to contact us is by  emailing us [email protected]

By phone Call our Customer Service team on 0345 835 8181

By post Putting Passengers First Group 16 Summer Lane Birmingham B19 3SD

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West Midlands Railway   Reviews

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The Great Train Lottery

Trains continually cancelled from my local station to Birmingham…roughly 1 in 4 trains. Those that do run are late. A joke of a train provider (I use that term loosely). Nationalised rail services cannot come soon enough.

Date of experience : 02 May 2024

Unscheduled evening in Barnt Green anyone?

Re-nationalisation of the railways? Bring it on. Perhaps then we can get a decent service where you won't be dumped without warning miles from your destination with no alternative provided, no information, or anything approaching customer care. If this poor excuse of a train company goes to the wall as a result then so much the better. Can't happen soon enough in my view. On the upside, maitre'd at Cork and Crust in Barnt Green, who accommodated us while we waited an hour for the next train, was excellent!

Date of experience : 27 April 2024

Utter disgrace of a company

Utter disgrace of a company. If I could leave negative stars I would. Been waiting months on a refund which I’ve been assured multiple times has been processed. I will never travel on this Trainline again

Date of experience : 31 January 2024

WMR left me and twenty others stranded…

WMR left me and twenty others stranded in Worcester last night. Despite the promise of a replacement bus service we were left standing in the cold for an hour until most gave up and called taxis or friends to pick them up. Unacceptable customer service. Do not use this train company.

Date of experience : 23 April 2024

Total shambles again

Total shambles again. Delayed train on the Tring to Euston branch (again). Train rammed in arrival at Bushey (again) and couldn’t get on the train. The next train was delayed by 20 minutes so had to take alternative and slower route, but at least reasonably sure I would be able to get to work. Fed up of unreliable, unsafe service where passengers are in worse conditions than livestock. How can it be safe? Management should be ashamed

Date of experience : 25 April 2024

quite good but not for a 1h trip!

the train I was riding on was your class 172 from b Moor Street to tyseley the train was a bit cramped because you were using your 2 car 172 to Birmingham from leamington spa the drink holder was used and nobody couldn't be bothered to remove it 🤢

Their services do not worth a single…

Their services do not worth a single penny but let me tell you that the same can be said about Avanti as well. Their services are absolutely appealing, tickets are ridicilously pricey, services are always delayed or cancelled. Their policies re refunds etc are absolutely terrible!

Date of experience : 17 March 2024

As far as public transport goes I'd…

As far as public transport goes I'd rather use a blind 3 legged donkey than to rely on this pathetic service. Not only are the trains never on time when they do run there normally overcrowded because there's only two or three carriages. I've been stood waiting some days for a late running train only for the announcement board to come up and say it's been cancelled, normally due to "staff shortages" and to stop staff shortages STOP GOING ON STRIKE!!!! Three weeks the trains were stopped due to a landslide, replaced by coaches that missed stations and picking up people, oh and don't forget the one that crashed under the bridge at Albrighton!! So three weeks having to find ways of getting back and forth where I needed to be and then finally when the train lines are back open again, 1 week later your all on strike!!! I mean are you taking the p***!! The best of it is when you send your little money grabbers out (conductors) you "expect" payment for your services, ley me ask you one question, would you pay for a service that's unreliable, unpredictable and more to the fact a bloody rip-off for ticket prices. As a business your a joke. As a public service..........your about as much use a d**k on a rocking horse. And just remember for the future when you lot "expect" payment for your services by me purchasing a ticket, my wallet has industrial action going on at the moment so unfortunately it's not working and I can't access it.

Date of experience : 05 April 2024

Wow - absolute rubbish

Wow, second day on the trot and delays meaning I miss connecting trains and become late by over 30mins (so far) It must be serious mis-management, and for all you workers and union people, the mis-management is of you lot. You all strike for better pay!!! 1) you should be paid for what you provided which should be the lowest salaries possible 2) they need to performance management you. If you want better pay then you need to consider how to make the railway work and become profitable through people not claiming back because of performance issues. OR even worse we decide not to use as driving makes more sense and is more convenient. I made a bad choice as has cost me more money to get train than drive, and not convenient at all.

Date of experience : 05 March 2024

Rating a 1 as I can't possibly go…

Rating a 1 as I can't possibly go lower, was in a rush this morning due to bad traffic and constant roadworks. Purcahsed a ticket via the app, which you are recommended to do on the website, when I arrived at Five Ways train station the oldest man in Britain pulled me to one side and demanded I pay a fine of £50 as well as a new ticket despite having the ticket on my phone. After showing my ticket on the app he said "you only purchased that recently" after explaining my predicament, he arrogantly suggested that I should "book a day in advance" if anyone has used this service they will know that the trains are on time about once a year, normally when at least some of them useless team are not on strike. I couldn't believe that they asked me to pay £53 on top of the ticket that I purchased, the company is run by money grabbing, cheapskate tightwads. Meanwhile the employees they use are useless, pointless, feckless, lazy, work shy and bone idle.

Date of experience : 02 April 2024

Let me down yet again W-ton to Coseley…

Let me down yet again W-ton to Coseley (1 stop) but they can't manage it. Why did they spend thousands on the W-ton ticket turnstiles and never turn them on? They must be loosing a fortune but it doesn't matter, they'll just put the fare's up until the shareholders are happy with the profit's. I'm done with them now, I'd rather walk bare foot!

Date of experience : 17 February 2024

Horrible service and the worst customer…

Horrible service and the worst customer service ever experienced. After numerous trains were cancelled for hours back on a day in October, we missed our flights. After requesting compensations for the train tickets and new flights, the company never responded to any of our requests for months. In the end we ended up going to the rail ombsudman and after a few weeks a resolution was agreed upon. However, even thou a resolution was agreed upon, which is legally binding, the provider has still not provided us with the promised refund. Nor are we getting any replies to our update requests whenever contacting the supervisor who apparently was taking care of the compensation. Case has now been again escalated to the ombudsman for further review.

Date of experience : 08 March 2024

Date of experience? Every goddamn day

The only thing reliable about this train service is how unreliable it is! Frequently cancelled trains (usually "shortage of train crew") or short formed trains (2 carriages instead of 4). Abyssmal. There's barely any difference between strike days and non strike days as you can't rely on getting where you want to go anyway. Diabolical.

Date of experience : 16 November 2023

Cattle truck experience, then no trains

I’d prefer a zero star rating, tbh, absolute chaos this morning, 11:12 from Gt Malvern to BNS. WMT are incapable of a “great service” at weekends or in the week. 2 carriages, from Hereford, with the Christmas market? Enough standing passengers to fill 2 more carriages 😡 it’s a disgrace! And almost all the return trains are now cancelled. Last Saturday before Christmas weekend? Monstrous. Plus we have to change on the only viable service . Not a service.

Date of experience : 16 December 2023

So I got the 14:15 train from…

So I got the 14:15 train from Birmingham new street to kings Norton I get on the train no seats.the trains are dirty graffiti on doors and train are late no sorry nothing in paying £86:00 every month to use this operator and I can’t even sit down and trams are dirty.if this was west midland trains they would of had they trains cleaned and enough sits for everyone to sit down.i wonder if cross country took of West Midlands trains at least they care about they customers

Date of experience : 11 January 2024

This train company need shutting down

This train company need shutting down. The board of director should be sacked. I had young children being squashed on a train that had been deliberately reduced down to 4 carriages. They lie, blame it on staffing, but it happens week in week out. If those conditions were at a sporting event, music concert, there would be an inquiry but this company get away with it. Euston station is also a shambles, like a third world country.

Date of experience : 09 December 2023

Refused to engage with genuine refund claim.

Delay Repay scheme is a joke. Stalled at every stage, passed my claim to Avant West Coast claiming I'd travelled with them even though my ticket wasn't valid on that service and who subsequently rejected the claim. Got through on the phone gave the details and put on interminable hold. They have no intention of honouring genuine refund claims.

Date of experience : 14 November 2023

infrequent senior traveller used your service redditch to new…

just used your service redditch to new street birmingham and return ..Couldn,t fault it... car park very reasonable price and trains very clean and well kept... Ticket office very helpfull in all ways with great manner to explain times etc .. we dont use rail travel much except in london.. Staff at central station also very helpfull so well done all round

Date of experience : 30 November 2023

Held to ransom due to commute, Redditch to new street service is abysmal

New street to Redditch line is complete waste of time always delayed or small capacity carriage trains sent so you cannot get on them. Have to delay getting home or getting to work due to this. Please for the love of god fix this route and service. On another note I also don’t understand how two different line services have such different train models and capacity. I will rely on Bromsgrove service in future the train is better equipped, runs mostly on time and is more efficient and up to date not from 40 years ago. I Just find it crazy I’m having to travel further out to commute as Redditch line and service is appalling forcing me to do so. Please can WMR also respond to my 2 complaints and refund my ticket from today as requested due to having to change journey at short notice.

Date of experience : 03 January 2024

Disgusting how much they charge for…

Disgusting how much they charge for tickets when they are never on time, always cancelled last minute and leave you stranded in places where there aren’t any buses or rail replacements for hours! So bad

Date of experience : 20 December 2023

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An update on issues collecting Swift tickets

Find out how to get help with a query, contact us or report a problem.

Get in touch

Due to the Royal Mail postage strikes, it may take longer than normal for you to receive your monthly paper ticket or replacement.  If you have still not received your ticket within 3 working days of its start date please contact our Customer Service team on 0345 303 6760 who will be able to help

Contact an operator

Public transport in the West Midlands is run by private companies called operators. Contact an operator if your query is about bus, train or tram services.

We can help with Swift cards, tickets, and general questions about public transport.

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We have lost property offices across the network. Find out who to contact if you’ve lost something.

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Swift is our pay-as-you-go travel card. You can use collectors and kiosks to get tickets and top up your card.

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Report anti-social behaviour on public transport.

You can report anti-social behaviour by text or online. Find out how to do this.

Report a problem with a bus stop or park and ride

If you see a problem, you can report it online so we can fix it. Find out how to do this.

Report a problem with Swift

Find out what to do if you’ve got a problem with your Swift card. You can also report problems with Swift collectors and Payzone stores.

Request something

Request a new bus shelter or stop pole.

We are responsible for bus stops in the West Midlands. You can request a new bus shelter or stop pole online.

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Adult fares are applicable to all passengers aged 2+. Adults under the age of 16 are not permitted to travel alone on any European service unless accompanied by an adult aged 18 or over or they have a letter of authority from a parent or guardian.

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Welcome to the Complaints Hub

The complaints hub serves as a one-stop location for any complaint-related matters regarding West Midlands Police (WMP) and the Office of the West Midlands Police and Crime Commissioner (OPCC).

Complaints are an important tool for gaining valuable feedback on the service that WMP and the OPCC offer. This helps in both the continuous improvement and ensuring the accountability of both organisations.

This section offers the following services:

Make a complaint…, apply for a review…, performance.

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