Coronavirus Updates and FAQs


Our commitment to your safety and well-being

We know that there are lots of concerns about the current serious situation and the uncertainty that everybody is feeling. Our priority is to protect the safety of our customers and our colleagues. We wanted to reassure you that we are following the very latest advice from the Government and public health authorities regarding coronavirus (COVID-19).

We already have well-established cleaning regimes for our vehicles, and we are continuing to enhance the measures we have in place in response to the developing situation with more regular cleaning of the main customer touchpoints such as hand poles and grab rails. The government and public health advice continue to be that the most effective measure that people can take to protect themselves and others from the virus is to regularly wash their hands for 20 seconds with soap and water, or use a hand sanitiser gel if soap and water aren’t available. We have issued detailed and regular reminders to our staff about good hygiene practice and the importance of handwashing and we know that our customers will also be following this advice.

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

Q. Can I continue to travel on your services?

The advice from the government and public health authorities is that people can continue to use public transport if necessary but following all rules and guidelines. For government information on social distancing, please follow these guidelines.

Q. Are all services continuing to run as normal?

Our bus services are operating to a reduced special timetable across the entire network. The timetables currently in operation can be downloaded here 

Special Timetables 03.08.20 Special Timetables 03.08.20 (956 KB)

If you are a NHS and Emergency Services worker and are affected by us running special timetables, please read here how to benefit from free alternative transportation.

As changes are affected at short notice, we recommend you follow us on one of our social media pages (Twitter or Facebook) @newportbus or check our website (https://www.newportbus.co.uk/features/news).

The Travel centre is closed to the public however the Travel Centre phone line (01633 263 200) is open for enquiries between 8:00 and 16:00.

The Customer Service office on Corporation Road has been closed to the public at present. For information, please ring 01633 670 653.

With regards to the day trips, we have cancelled our day trips for 2020 at present and have suspended bookings on further day trips

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

We are reminding everybody of the important of hygiene good practice. In addition, as with the main customer touchpoint areas, we are also increasing the frequency of cleaning within driver cabs and other areas our staff come into greater contact with.

Drivers are also provided with individual hand sanitiser, a full face visor for when dealing with customers outside their cab and we have installed screens to enclose the driver in their cab on every vehicle in service. They also have received all government advice in regards to hand washing and good hygiene practices.  

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

In addition to our robust overnight cleaning regimes we have further improved these by procuring specific chemicals in relation to COVID-19. We have staff at Newport Bus Station undertaking additional cleans of all touch points as vehicles arrive at the Station. We are also undertaking a weekly fogging of vehicles using a chemical called x-mist that is a germicide for sanitising all areas of our vehicles.

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 traveling.


More information regarding the use of face coverings, exemptions and how to apply for one of our exemption cards can be found here.

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
  • Only using your mobile phone for calls in an emergency
  • No eating or drinking while on board
  • Travel in relative silence

As advised by the NHS, people should also follow these general, simple measures to stop viruses like coronavirus spreading:

  • Wash your hands with soap and water often – do this for at least 20 seconds
  • Always wash your hands when you get home or into work
  • Use hand sanitiser gel if soap and water are not available
  • Cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
  • Put used tissues in the bin straight away and wash your hands afterwards.
  • Please follow all government guidance in relation to you journey - found here

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

We are also enhancing the cleaning regimes at our bus station units and at the travel shops as with our bus and coach services, 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 from Monday 23rd of March.

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

The government advice is that people can continue to use public transport services as normal and therefore 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. In addition, we will continue to liaise closely with government and public health authorities on any further steps we should take. 

Page updated: 03/08/2020