frequently asked questions

Q. Why do I have to buy a ticket before boarding?

Buying your ticket before you get on metrobus means our boarding times are up to five times faster.

This, coupled with two sets of doors (one to get on, one to get off), means less delays and quicker journeys for everyone.

Q. Can I use the First mTicket app or a First ticket to travel on metrobus?

Yes. All First paper tickets and mTickets are accepted on metrobus.

Q. Can I use my bus pass to travel on metrobus?

English concessionary bus passes are accepted on all metrobus services.

There’s no need for a separate ticket, just present your pass to the driver as you do on a regular bus.

You can use your pass to travel on any metrobus service Monday to Friday from 9am to 4am the next day and anytime Saturday, Sunday or public holidays.

Q. Where can I buy a metrobus ticket?

You can buy all metrobus tickets at our iPoints. iPoints are the combined ticket and information points at every metrobus stop.

You can also buy a ticket via the First Bus mTickets app.

Remember, the iPoints do not accept cash. If you do not have a bankcard you can buy tickets from any Paypoint store and Bristol bus station. First’s weekly, monthly and annual tickets can also be bought from Bristol bus station.

Q. How do I buy a ticket using an iPoint?

Use the iPoint touch screen to find and select the ticket type you require. When prompted, pay using a contactless or chip and pin bank card.

If you have a Travelwest smartcard insert it into the iPoint and your ticket will be added to it.

If you do not have a smartcard then, depending on the value of the ticket you have bought, you will be issued with either a smartcard containing your ticket or with a paper ticket.

Full instructions for using the iPoint are provided on the screen.

Q. How much does a metrobus ticket cost?

The metrobus network is divided into two zones.

A single journey within one zone costs £1.50. A single journey across two zones costs £2.50.

Our Tickets page has more information on prices.

Q. How do I pay for my metrobus ticket?

You can pay by bank card at an iPoint at any metrobus stop.

If you already have a Travelwest smartcard you buy a ticket online and add it to your smartcard at any iPoint.

 

Q. How do I buy a ticket if I don’t have a bank card or a smartphone?

Weekly, monthly and annual tickets can be bought with cash from Bristol bus station.

Someone can buy a ticket at an iPoint on your behalf using their bank card. For example, a parent can buy a ticket for a child in this way.

You can also pay for your ticket with cash at any Paypoint store.

Q. Where do I get a Travelwest smartcard?

You will be provided with smartcard when you buy an appropriate ticket from a metrobus iPoint.

Smartcards are also available from Bristol bus station and the Travelwest website.

Q. I've left something on the bus, how do I get it back?

If you lose your property on one of our buses, please contact First on 0117 929 1613.

All lost property found or handed in by drivers or company officials or by a third party is recorded, labelled and stored at the local lost property office. If the lost property is contained in a package, bag or other container, we may open it and examine it in order to trace the owner or identify the nature and value of the lost property.

Any lost property found on our vehicles, providing the item is not perishable will be kept for 1 month. All unclaimed property is donated to charity at the end of the calendar month following the one in which it was handed in. Perishable items, including but not limited to foodstuffs, and soiled items will be held for a maximum of 48 hours and if deemed necessary will be disposed of immediately.

When claiming lost property, you must supply a full description of the item, including its contents if applicable, and give details of where and when lost, in order to reasonably satisfy us that you are the rightful owner of the property.

Once lost property has been identified you will be given details of how and where to collect the item. Under normal circumstances, you will need to collect the lost property from the office or depot at which the lost property is being stored during office hours. On collection you will be asked to fill out your name and address and supply proof of identity. You will need to pay the cost of postage and packaging in advance if we agree to post the property back to you. We reserve the right to charge a small fee for administration of the lost property service.

Q. Are there more metrobus services after the m2 and m3?

The m1 starts in January 2019.

Bristol City Council, North Somerset Council and South Gloucestershire Council are currently looking at other potential metrobus routes. These routes will connect the network to other parts of the city region. The first new route is the Cribbs Patchway Extension which is due to open in 2021.

Q. How do I get a refund on unused 903 tickets?

If you have a paper ticket, post your ticket along with your name and address to: Passenger Transport, 100 Temple Street, Bristol BS1 6AG

If you have a travelwest smartcard with 903 tickets, email passenger.transport@bristol.gov.uk with your name and travelwest card number (found on the back of the card).

Refunds will be issued to the card you purchased with or by cheque.