FAQs

Journey planner

We know that some questions regarding our services and tickets are more popular than others so to try and provide customers with quick answers to these frequent queries we have listed the key questions below.

If your question isn't listed, or you need further information please contact us.

What are the facilities for wheelchair users and passengers with buggies?

Many of our buses can accommodate the majority of wheelchair styles; for full details please view our low floor access page or contact our Customer Services Centre on 01792 572255 (0800 - 2000) before you travel.

We are also able to carry buggies on the majority of our services.

How can I receive updates regarding my bus services?

If you would like to stay up to date with the latest service news, promotions and any major disruptions (due to roadworks, events or weather conditions) simply register your details with us and we will keep you up to date, via email, with the latest essential news.

Alternatively you can follow or like us on www.facebook.com/FirstCymrubuses or www.twitter.com/FirstCymru for up-to-the-minute service information from our dedicated customer services team

I use your buses regularly - can I save money on my travel?

Yes! We offer a wide range of tickets, all of which provide unlimited travel across our Wales bus network. Simply visit our Tickets page for more information and choose the best ticket for your journey type.

Why didn't my bus arrive on time?

We strive to provide a service that is 100% reliable; unfortunately there are factors beyond our control which can result in some buses arriving late. Such factors include roadworks, diversions, road closures, heavy traffic and adverse weather conditions. When there are major problems it can affect all routes, not just those directly on the problem. The reasons for late running can often be at the other side of your town/city or as a result from an earlier incident. We do account for peak-time traffic in our schedules, but unfortunately cannot take into account unexpected problems.

We know how frustrating it is when your bus arrives late. You can be assured we are doing all we can to get your bus to you on time - we post major known problems on our website (and social media but if you are concerned about your service please contact us and we will investigate where possible.

At what age do children need to pay a fare?

Up to two children under the age of five can travel for free on our services when they are accompanied by a fare paying adult. Children aged five and over are eligible to pay the appropriate fare. For more details please contact our Customer Services Centre on 01792 572255.

I paid my fare but my driver could not give me change, why is this?

Our drivers have a limited float with which to give change - unfortunately this can be easily exhausted if one or two passengers pay for low value fares with a note of high denomination, especially at the start of a driver's shift but we do avoid providing our drivers with higher floats for security reasons.

If you usually purchase a FirstMonth ticket from your driver, why not buy your next one from one of the many newsagents with Paypoint facilities throughout South and West Wales. By purchasing your ticket before you board you can shorten your boarding time and if more and more passengers do this then boarding times should be much quicker.

Why have you changed my route/timetable?

We are constantly reviewing our network to reflect changing travel patterns and demands. Your route or timetable may change because of a reduction in demand or because the resources will see greater use elsewhere on our network. We never change a route or timetable lightly, and consult with relevant local authorities whenever possible.

My bus is always full.

We have a wide range of vehicle types and aim to provide space for everyone who wishes to travel on every journey. We monitor all of our services and where demand exists for extra journeys aim to provide them where possible.

We try to keep all of our services on schedule but delays including those caused by roadworks or adverse weather conditions can result in a change of passenger boarding; more boarding a later bus than their usual one, so a usually quiet bus may become very busy.

Why did your driver not wait for me?

Please accept our apologies if it appears our driver left without you. Driving a bus is a difficult job and your driver had probably already committed to their manoeuvre so therefore was not safe for them to stop and/or pull back into the stop. Please remember when a bus is pulling away from a stop our drivers have to be aware of everything around them, including the traffic they are merging with, so they may not see you.

Never attempt to board a moving bus, this is very dangerous and not worth the high risk of injury especially as many of our services are high frequency so if you have missed your bus another one will not be far behind.

Why do I see buses saying 'Sorry Not In Service'?

This can be for a number of reasons. We provide extra buses at busy times so you may see buses heading to their starting point (or returning to depot at the end of shift). If we are experiencing delays, we may send buses empty to the other end of a route to ensure that everyone along the route is still provided with a service. Our buses undergo regular maintenance so you may also spot one of our engineers running a test.

Are dogs allowed on the bus?

We will carry Assistance Dogs of any size, free of charge, at any time on our vehicles, both accompanying a registered disabled person and when being trained by a trainer bearing the appropriate valid identification.

Except in the case of registered disabled person, or trainer, accompanied by an Assistance Dog, only one dog or small animal may be carried per Customer (at the driver's discretion).

All dogs must be kept on leads at all times, and dogs much be muzzled where they are likely to be dangerous or where this is legally required in accordance with the Dangerous Dogs Act, or other equivalent legislation. Small animals must be caged, boxed or kept on a lead. Any animal carried must remain under control and must not be allowed to sit on the seats.

Customers are responsible for the behaviour of their animals at all times, and for any damages or injury they may cause to any person, or the property of any person (including Company property), on the vehicle. In cases where animals cause a nuisance or inconvenience to other Customers, Customers may be asked to leave the vehicle. A charge will be made for cleaning the vehicle if any animals should soil the vehicle and for repairs should any damage be caused. We cannot be held liable for any inconvenience or loss caused to a Customer if they are refused travel or asked to leave under these circumstances.