All aboard: new passenger charter sets out commitment to improving bus services for our communities

A new passenger charter has been launched that sets out how West Northamptonshire Council (WNC) and its partners are committed to enhancing the experience of bus users across the area.

The charter has been developed by an Enhanced Partnership – a collaborative effort made up of WNC, bus operators and other stakeholders to create a more reliable, efficient and enjoyable bus network and is a key component of the area's Bus Service Improvement Plan.

Whether using bus services to travel for work, education or leisure, the charter and wider improvements to the network aim to transform bus travel experiences for residents and visitors to West Northants.

The Bus Passenger Charter outlines several key commitments, including:

• Service and information – timetables and route details will be prominently displayed at key bus stops and on partner websites and updated regularly.
• Reliability – drivers receive regular training to ensure safe driving and excellent customer service and buses are expected to be reliable and punctual.
• Service provision – maintenance of bus lanes and priority routes for ease of use.
• Fares and ticketing – it is easy to buy tickets with cash or contactless cards and changes to fares will be announced in advance.
• Bus services and facilities – buses and bus stops will be kept clean, comfortable and safe and drivers will be trained to be friendly, professional and considerate of passenger needs. Buses will also be accessible.

This follows a range of other improvements to bus services across our rural and urban areas in the last year, with even more to come throughout 2025 to enhance infrastructure and accessibility.

A number of new bus routes have been introduced and extra journeys have been added to existing routes to increase connectivity. This has been done with the help of funding from the UK Government and working in partnership with Stagecoach Midlands, Arriva and other stakeholders.

Cllr Phil Larratt, WNC's Cabinet Member for Highways and Transport said: "The launch of the new Bus Passenger Charter affirms our commitment to improving and developing bus services for our communities. The charter has been developed collaboratively with bus operators and partners to make buses a more accessible and convenient option for those travelling for work, leisure and education.

"Over the coming months users will see a wide range of further enhancements including more accessible services and updated timetables and route information."

Mark Whitelocks, Stagecoach Midlands Managing Director said: "We are proud to work with West Northamptonshire Council and our key stakeholders to launch this new Bus Passenger Charter. This is a key initiative that underscores our commitment to delivering a reliable, comfortable, and customer-focused service. The charter represents a clear framework of the standards passengers can expect from us and other bus operators in the region, ensuring transparency and accountability in every journey. We look forward to working closely with our passengers and stakeholders to uphold these standards and continually enhance the travel experience for everyone who uses our services."

To find out more about the new Bus Passenger Charter for West Northamptonshire, visit the Council's website.

Contact Information

West Northamptonshire Council Communications Team
communications@westnorthants.gov.uk