Brighton & Hove Buses Reviews 315

Very poor service. There was an accident yesterday (31/08) for which the bus services were suspended in Eastbourne by B&H bus service. I had network saver (duo) card. Since I couldn't avail the service properly , and there was no proper communication between drivers about the situation, and in the website. I had requested for refund. However Dean Caldecourt ,
Senior Customer Service Advisor initially gave vague response, when I inquired further, he didn't provide any justification other than their rights to refuse for refund if raised by customers. Overall a very very poor customer service. Please ensure you have alternate options planned if you're around Eastbourne, just in case you get into a similar situation

Won't use anymore I'll walk or drive. Buses come on top of each other rather than staggered. Parking is expensive in Brighton but at least my car doesn't stop and tell me it will be waiting for 30 minutes before it moves on like a couple of buses have recently. Passengers ask the driver why it's not going anywhere for 30 minutes and he just ignored the first person that asked and then started saying get another bus if you want. Poor services.

I emailed customer service about wrongful charges I had been getting from Brighton and Hove buses and got a response almost immediately. Nathan responded efficiently and was extremely helpful and polite. He managed to arrange my refund even though it was proving quite difficult and clearly did everything he could to make sure I got the help I needed. THANKS NATHAN!

Many thanks for your prompt response and promise to ensure the event is investigated.

I emailled a request for a busID renewal after 5pm and received an email back at 9.20pm to say a new card was in the post!! I have in the past I have needed to contact the office with queries and to chase lost property and I have always had such good friendly efficient service. I spoke to Nathan in the phone today about the renewal and my email is from him so a big THANKYOU to NATHAN !!

I have hospital appointment and wanted to use public transport. Travel planner was not working so sent Email enquiry. This was Sunday - received reply within ten minutes with times and route details. Thank you David Brown!

They explained specifically why I can/or couldn’t have used something

Always quick responses no matter time or day. Special thanks to Nathan Etheridge for always responding.

Nathan Etheridge was very quick with responding and what I thought would take more then a day to do he manged to do it in an hour and got ne my refund :)

Amazing! Friendly and quick customer service absolutely brilliant!

I spoke to a customer service member of staff on the phone, about helping me get a message to my elderly nan who doesn’t have a phone, about me being late due to traffic. I explained the situation to the phone handler who was able to contact another staff member at the bus station and let her know. It meant a lot that they were able to help as she worries easily.

I am incredibly grateful, they certainly made mine and her day a lot better!

Every time I’ve had to contact them due to a payment issue or lost card or something else, I have been blown away by their swift response. For example, I couldn’t sleep and saw a mistake with my payments, so I put together an email and sent it at 4am, and at 7 they emailed me back with a solution!!! And today once I sent supporting documents they resolved the matter. Excellent service again. Millie and Nathan well done!

Milly at reception helped us get our phone back after it was handed in she did a great job of locating the bus and the driver and got us our phone back.
thank you.

I had very quick and kind service from the bus company advisor. A bus driver issed me a wrong ticket and Ineed to claim a refund to the company. I was annoyed but the situation turned into very happy and satisfied experience.
Advisor kindly understand my situation and informed me how to avoid the same situation in future. It will take a while that my money back to my bank account but it is better than nothing!

Sadly I can't submit a no stars review. After a Southern Rail train failure from Eastbourne, Network Rail and Southern Rail advised free alternative Brighton and Hove bus transport, they refused travel with my rail tickets, I had to pay for the replacement bus travel and was then refused a refund by Brighton and Hove customer service manager stating it was only available to passenger after a 1 hour delay, I reached home 3.5 hours later than my advertised time without any care, consideration or compensation. Clearly money is more important than customers

Called in to find out I had missed my last bus home. Spoke to Mo who instructed me with detail to catch another number bus to eventually meet up with the bus that takes me home that ran from another location at a later time. Really grateful as I got home at night safe and sound. Can’t thank Mo enough as he told me not to panic, reassured me and was very professional and polite. Thanks Mo!

Great customer service help from Nathan on enquiry that I had. Replied quickly to my email & was really helpful, thank you so much! 😊

I had to deal with a rude bus driver that did not believe that my bus stop was actually one that he is supposed to serve. I logged it as an incident in the day and got a response from Nathan that put appropriate measures in place, such as briefing their staff and asking the council to put a bus stop sign up.
Brilliant customer service!!!

I called today for information about the 77 bus to Devils Dyke. I spoke with Nathan Etheridge, who was beyond helpful, and really went out of his way to find ways for me to make my trip. Offering alternative knowledge and journeys. Such a lovely experience. Dedicated to helping and creating a positive engagement, really happy with my call and outcome. Thank you Nathan!

A rail strike completely derailled our plans to get back home from Gatwick airport, but Carol and Phil from Crawley's branch saved the day by providing useful connection info (Google had no idea).
Bus fare is good, staff very helpful & bus hasn't been delayed. Thumbs up.