Coronavirus Updates and FAQs

Our commitment to your safety and well-being

Travelling by bus may feel like a challenge at present. However, you can be reassured that all measures are being taken for the health and well-being of our staff and passengers and that we are following the very latest advice from the Government and public health authorities regarding coronavirus (COVID-19). Read the latest #KeepWalesSafe rules here.

Our enhanced cleaning regime remains in place (see below). We provide hand-sanitisers on all vehicles. 
The compliance to wearing a 3-layer face covering is high on our services and we thanks to our customers for playing their part. 

Below are answers to a range of frequent questions about travelling on our services. For more coronavirus information, visit https://www.nhs.uk/conditions/coronavirus-covid-19/.

Q. Can I continue to travel on your services?

Yes, our services are ready to welcome you back! However, the frequency of our services is still below the pre-covid level due to the reduced capacity for the required physical distancing. 

We recommend that you use Newport Bus mobile app to check the occupancy on the buses to help you plan your journey

Q. Are all services continuing to run as normal?

Our timetable is not yet back to the pre-covid level. However, we are regularly reviewing our timetable and encourage people to get in touch with feedback via our contact form.

You might find it more convenient to download the Newport Bus app to keep up to date with the service times. You can check the bus in real-time and its occupancy level. View our mobile app page for details.

We also recommend that follow us on one of our social media pages (Twitter or Facebook) @newportbus or check our news page.

The Travel Centre Shop at the Friars Walk is currently closed to the public. However, the phone line (01633 263 200) is open for enquiries between 9:00 and 16:00. The Customer Service office at the depot, 160 Corporation Road is opened to the public for monthly card top-ups. Please ring the bell at the front. For information, please ring 01633 670 653.

With regards to day trips, we are hoping to welcome you back later in the year and are waiting for guidance on private hire and social distancing in the coming months.

Q. Are there any extra measures I should take whilst travelling?

We ask our customers to undertake the following measures to keep you, our staff and others safe while travelling. 

  • Before boarding, please allow customers to alight and keep 2m apart.
  • You must wear a 3-layer face covering while onboard and for the duration of your journey (except where medical exemptions apply). Exemptions notes can be obtained online on the Transport for Wales website (www.trc.cymru) or by calling Transport for Wales on 0300 303 4240. These are mandatory on all public transport as per the Welsh Government legislation. More information regarding the use of face coverings can be found here.
  • Pay contactless wherever possible – you can use a bank card, your mobile phone or a Newport Bus smartcard.
  • Use the hand sanitiser provided.
  • No standing passengers and only stand when ready to alight.
  • Use forward-facing seats only and sit alone if you can. On busy services, someone may sit next to you.
  • Keep windows open to help with ventilation.
  • Wheelchair access- seats within 2 metres of the driver are taped off, however, wheelchair spaces will always remain available.
  • Bus Full: Once maximum advisory capacity is reached, the driver will only stop when customers wish to alight. The bus will also display a ‘Sorry, Bus Full’ on its exterior display.
Poster with pictorials of Covid guidance

You can also travel safer by:

  • Not travelling if you feel unwell, even with mild symptoms,
  • Avoiding busy periods if your journey will allow,
  • Avoid touching surfaces as much as possible,
  • No eating or drinking while onboard,
  • Travel in relative silence.

Here is a 2-minute film from the UK department of health and care to demonstrate the importance of "hand, face, space" and ventilation in the protection against COVID-19. (opens YouTube)

A still image from the Hand Face Space video

Q. Are you carrying out additional cleaning on your services?

We have further improved our already robust overnight cleaning regimes by procuring specific chemicals against COVID-19. We have cleaning contractors at the depot undertaking additional cleans of all touchpoints as vehicles arrive back for a break or a change of service.

We are also undertaking a weekly fogging of vehicles using a chemical. This is a long-lasting germicide that sanitising all areas of our vehicles, including the air conditioning for up to seven days. 

Q. How are you protecting your staff, such as drivers?

Drivers are provided with an individual hand sanitiser, a face covering and a face visor for when dealing with customers outside their cab. We have installed screens to enclose the driver in their cab on every vehicle in service for their safety and comfort. Note that a face covering for the drivers is not compulsory when their cabin is enclosed by protective screens. 

In addition, as with the main customer touchpoint areas, we have increased the frequency of cleaning within driver cabs and other areas our staff come into greater contact with.

The driving staff has also received all government advice about handwashing and good hygiene practices. 

Q. What steps are you taking at the Bus Station and Travel Shop?  

We have enhanced the cleaning regimes at our bus station units and the depot. We are focusing on the places our customers come into more contact with.
We recommend that all our passengers practice social distancing.
The Travel Centre has been closed to the public since Monday 23rd of March.

Q. If I decide not to travel with a pre-booked ticket, can I get a refund?

As travel restrictions have now been removed by the Welsh Government, our normal ticket conditions apply.

Q. What contingency measures do you have in place if the spread of the virus continues?

We are closely monitoring and managing the current situation. Our priority is to protect the safety of our customers and our own employees. We will continue to liaise closely with government and public health authorities on any further steps we should take.