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Customer Charter

East Yorkshire places our customers at the heart of everything we do and we are committed to providing a high standard of customer service. 

We enjoy hearing from our customers as it helps us to continually improve our services or know that what we are doing is right.  We understand that sometimes things can go wrong and that when they do, you want issues to be resolved as quickly and efficiently as possible.  We also like to hear when a member of our staff makes your day or goes the extra mile so we can make sure we let them know they are doing a good job. 

Getting in touch

If you have any feedback about our services then our Customer Service team are open from 8am until 6pm Monday to Saturday and will be happy to help.  You can speak to them directly on 01482 59 29 29 during their opening hours, alternatively you can complete our online customer feedback form or email us at customerrelations@eastyorkshirebuses.co.uk.

We take all comments seriously and aim to respond to all feedback within 10 working days.  If we need longer to complete our investigations then we will contact you to let you know our progress and estimated time of our full response.  If it is necessary as part of our response to provide you with a refund, then this can only be offered by way of free travel tickets provided via our mobile app or exchange vouchers.  We are unable to offer any cash refunds, this includes receipts for taxis and any other tickets purchased.

See our Ticket Refund Policy - app tickets only.

Not happy with your response? 

If you are dissatisfied with the response you receive then please get in touch via our customer services team, requesting escalation to the Customer Service Manager. Your complaint will then be reviewed and further responded to within ten working days. 

Bus Users UK

If you are still unhappy with our response, you may wish to appeal to Bus Users UK with the details of your complaint, and if appropriate, they will contact us on your behalf. If they can't resolve it, they are partners in the Bus Appeals Body who will issue a decision about your difficulty. 

Ticket Refund Policy 

All requests for ticket refunds are subject to these terms and conditions together with the terms and conditions of use for the East Yorkshire Buses app.

  1. Refunds and replacements are only available on online ticket purchases which have been bought via our mobile app and that have not been activated. 

  1. We do not give refunds for tickets that have been issued in the paper format. 

  1. Refunds will not be given more than three months from the original date of purchase of the tickets. 

  1. A refund is only available to the original purchaser and proof of purchase may be requested. 

  1. Requests for refunds or replacements should be made by emailing us at customerrelations@eastyorkshirebuses.co.uk or by calling us on 01482 592929 with your account and ticket details on which you are applying for a refund. 

 
Tickets which have not been used

  1. A refund of the original purchase price will be given on tickets which have not been used within three months of purchase providing they are held via our mobile app. The refund will be processed on the original purchase method. 

 
Tickets which have been partially used

  1. Refunds will be calculated using the original purchase price based on the number of days remaining on the ticket from the day after the request for refund is received. 

  1. Refunds will only be considered on tickets which are for more than 28 days. Due to the discounts built into our ticket prices at least seven days must be remaining on a 28 day ticket; at least 28 days must be remaining on an annual ticket and at least one full term must be remaining on school, college or university academic year ticket. Any other tickets will be assessed on an individual basis and discussed with the customer prior to any refunds. 

  1. Requests for refunds on the Wyke tickets must be made to the college directly  

 
Unforeseen circumstances

In the event of a suspension of services because of strikes, labour disputes, emergency or adverse weather conditions, reasonable refunds or extension of validity of pre-purchased tickets may be considered but the decision will be entirely at the discretion of the company.  Refunds will not be made in respect of days on which it can reasonably be foreseen that no service or a replaced service will be provided, or days on which the company has advertised a reduction or suspension of service, such as Christmas Day and New Year's Day. 

 
Policy Review

This policy will be subject to revision and East Yorkshire reserves the right to change this policy without notice. Any revisions will not apply before the policy has been published at www.eastyorkshirebuses.co.uk 

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