Brighton & Hove Buses Reviews 

I had a very upsetting experience. Despite providing valid ID, the staff member refused to let me purchase a child single ticket, dismissively saying, “That’s not you,” and rolling his eyes. I felt that I was treated unfairly because I was wearing a headscarf, and the interaction came across as discriminatory and disrespectful.

Everyone deserves to be treated with dignity and respect, regardless of their appearance or religion. This behaviour was unprofessional, unacceptable, and left me feeling humiliated. I hope this is taken seriously so that no one else has to experience the same treatment.

I am writing to express my frustration regarding the lack of air conditioning on your buses. In 2026, given modern transit standards and rising temperatures due to climate change, this is unacceptable. While you actively encourage the public to choose public transportation, the failure to provide climate control makes commuting both unbearable and potentially hazardous for passengers

Super quick email reply to an issue I reported

I made a complaint about my bus being diverted and not being made aware of this by the driver of the bus or by the in-bus communication screen either before or during the journey. When I contacted B&H Buses to ask for a ticket refund and and explanation and apology, it was like talking to a bunch of teenagers trying to abscond responsibility for their failure by blaming everyone and everything other than themselves. Although I was dropped on the side of a busy roasd with no bus stops, two miles away from my intended stop, B&Hove buses have refused to refund my ticket. I feel disrespected and very angry. The customer service staff members are Abbie and Ciara.

They make it SO HARD to get set up. Honestly - paper forms, manual photos, prices hidden behind links upon links.

It;s 2026 - apple wallets, online forms, digital IDS.

Fast! I am happy with the service.

Extremely poor service. Buses are rerouted to skip stops with little or no notice. Complaints are met with deflection and fobbing off. On May 14th, buses were listed on the Falmer Station departures, yet no buses showed up at Falmer Station because they were being rerouted through Sussex House. There were no warnings given and buses continued to show up in the Falmer Station real-time departures as if they were stopping at Falmer Station in real time. Multiple people were waiting at Falmer Station without warning throughout the whole day, including two workers from the University of Sussex, and they all said exactly the same thing. If they hadn’t noticed and informed me, I would have carried on waiting at a stop no Brighton and Hove bus was stopping at.

B&H buses are absolutely not fit for purpose! This particuarly applies if you live or need a bus to the Elm Grove area. It seems that the #21 and the #22 are an afterthought and whether they will arrive is pot luck!
When they do arrive, they're going to be so packed that by the time that you get to London Road you're unwillingly sniffing armpits until you can fight your way off the bus.

The fares are diabolical! For a Town that strives to be 'Green' and insists that 'public transport' is the way forward, the buses laugh at the idea. To travel just 3 stops, which takes approx 2 mins, will cost you £2.80. Come from the opposite direction, again 3 stops and travelling for approx 2 mins, and it'll be £1.80.

And £6.30 for a 24hr saver is daylight robbery!

I've live in both Brighton AND the ar&e end of Cornwall and even Cornish buses were more reliable and better value - despite the challenges that the county faces.

I wish they would go down polegate high street.They have taken over stagecoach routes but omitted stops near polegate railway station.

Jon from the customer service team was stupendous and helped with my feedback email. It was clear my email was actually read and a tailored reply was sent back.

Nigel fernando was simply superb at their North Street office today.

Helped me with my student verification and it is so great that Brighton buses have a physical office with really helpful staff who can help solve problems in person.

Great service and I was very satisfied.

Wouldn't recommend using any of the "new fleet" of buses that this company has bought. None of them seem to have any sort of air conditioning onboard so it was like a sauna travelling from Brighton to Eastbourne, and the same on the return journey. How a company can order a fleet of new buses without air conditioning in this day and age is beyond me. Clearly prioritised cost over passenger comfort. Uncomfortably hot and unbearable. Was so glad to get off into the sunshine where is was at least 10 degrees cooler!!!

Firstly, it's really concerning the number of other customers on here and on Trip Advisor who have experienced/witnessed bullying (and potentially prejudiced) behaviour from drivers, especially those which mentioned safeguarding issues.

I recently complained about poor treatment I received on Brighton & Hove Buses and I actually got quite a swift response and apology from the company. They did not disclose any action taken against the driver.

Sadly, this was not the first time I've had a bad experience using Brighton & Hove Buses this year, but it was enough of a concern for them to investigate - Do not let yourself be discouraged from making a complaint.

Generally, I've had good experience using buses in the city centre, but further out particularly on some of the coastal route buses in and out of Brighton, have a found a few of the drivers to be hostile and aggressive. If you look foreign/and/or/disabled/appear in any way vulnerable, they will go out of their way to mess with you. I don't know what their issues are, but taking things out on unsuspecting customers is never ok.

I suggest if you find yourself on the receiving end of such behaviour, be firm, stand your ground and don't let them bully you. If you can, calmly challenge them then and there.

When making a complaint by email, state what happened clearly and simply as possible - use bullet points. Make sure you include the Vehicle no, Driver ID and date and time of your journey - These details will be on the paper ticket and should also be viewable on the app and key card portal.

Seeing as most people have phones with cameras now, film / take photos of the incident, it will probably provide more detail than CCTV footage.

Don't let them get away with bad behaviour.

Im not keen on the new electric busses for two reasons. The batteries are dangerous, a bus in Scotland has already blown up, these batteries are ticking time bombs. The other issue is the sunroofs on the top deck. Its like riding in a mobile greenhouse. Get some air-conditioning or cover up the roofs.

Great customer service.
I had a query regarding ticket pricing and got a prompt reply by email. My issue was resolved very quickly by Jennita and Nathan.

Good Feedback interesting
Information and Update,s
Nice Modern Buses.

They got rid of the only bus that one of the most deprived areas in the country depends on, for absolutely no reason. I cant get to work now. They also charge ridiculous prices for a 10 minute bus journey where you dont even get to sit down.

I wish they would use an alternative north street bus stop for buses that stop at the N4 bus stop, as it has been suspended until further notice. I have to keep running to St James’s Street after work so I don’t miss my bus, or otherwise I’d have to wait 20-40 minutes in the evening for the next one.

It’s exhausting having to worry about heading home after a long day just because of a never ending bus stop suspension.

Quick , great communication excellent service from Nathan. Helped me out smoothly

my request was answered to my satisfaction in an extremely quick time