EU Regulation 181/2011 on bus and coach passenger rights was implemented in the UK via the 2013 Rights of Passengers in Bus and Coach Transport (Exemptions and Enforcement) Regulations. A statutory five-year Post-Implementation Review (PIR) is required, with the most recent published in November 2025, to which EPF member Bus Users UK contributed extensively. Their analysis echoes many of the weaknesses EPF identified in its own EU review, underscoring that legal rights alone are not sufficient—practical implementation and passenger experience matter.
The main points raised by Bus Users in its press release (full version available here) include:
✏️ Rights must work in practice: Legal rights alone are not enough; they must be visible, understood and easy for passengers to use.
✏️ Low passenger awareness: Many passengers don’t know their rights or how to complain, which weakens protection and confidence.
✏️ Need for active promotion: Passenger rights should be proactively promoted UK-wide, not reliant on passengers navigating the system after problems occur.
✏️ Enforcement lacks clarity: Complaints handling and enforcement feel fragmented; clearer signposting, consistency and communication are needed.
✏️ Passenger voice matters: Lived experience should play a stronger role in enforcement, policy and regulatory decisions.
✏️ Disability rights gaps remain: Training is welcome but insufficient; disabled passengers still face barriers and inconsistent support.
✏️ Focus on outcomes, not paperwork: Future reviews should prioritise real-world experience rather than just legal compliance.
✏️ Opportunity to strengthen rights: Upcoming bus legislation in England and Wales could improve protections, including for delays on arrival and lost luggage.
✏️ Participation is key: Effective passenger rights depend on participation as well as protection. Passengers must be informed, listened to and involved if the system is to work as intended.
Stay informed!