Yes but only if you have a disability or unable to walk to your nearest bus stop. If this is the case, you can request this in the mobile app by clicking on the three back lines at the top right of the screen, then select “concessions” and turn on the “additional mobility needs” button. Alternatively please advise the call centre when booking a journey.

If you no longer need to travel, please cancel your booking asap in the app or by calling us on 0117 457 8561 as this will free up a seat for another passenger.

If you cancel your booking you will not be charged. Payment is taken once your journey has ended.

No, if you’ve already boarded the bus and started your journey you won’t be able to. If you want to change your destination before you travel, you will need to cancel and book a new journey.

If you have the Westlink app you will be able to see the vehicle in real time or our call operators will be able to check for you if you’ve booked by phone. You can also receive an automated message to your mobile through SMS or phone call. Please specify your communication method with your call centre agent.

The app will tell you your estimated time of arrival when you book a journey. This will also update as your journey progresses (for example if your bus gets stuck in traffic).

When you book your journey, you can specify that you need to depart or arrive by a certain time. To get to an appointment we would suggest you use the arrive by option when booking. If a vehicle is available you will be offered a ride that will arrive up to 30 minutes before your requested arrival time. (e.g. for a 3pm appointment you will arrive between 2.30-3pm).

Yes, you will need to add this on to your journey booking through the “Special Settings” or “Concessions” menu item.

Yes, you can pre-book more than one journey in advance.

We’re sorry to hear you’d like to file a complaint. We aim to provide the best service possible and will welcome any feedback to help us improve our service to passengers.

To send us your complaint, please call 0117 457 8561 or email [email protected]. Have the following information ready, so that we are able to assist:

• Date of travel
• Time of travel
• Details of what happened

Our team will come back to you as soon as possible.

The new zones are needed in order to provide a more punctual and reliable service. Passengers fed back that Westlink buses aren’t always available when needed. One reason for this is that the buses were often being used to make long journeys with just one person on board.  The new smaller zones will reduce long trips and increase availability for more people whilst also connecting passengers to main bus or train services for onward travel.

We will continue to review Westlink and welcome everyone’s feedback so we can meet the needs of as many of our residents as possible.  We can make further changes to the zones but these will need to coincide with our twice-annual bus service change dates (April and September). Please do get in touch on [email protected] if you have suggestions.

We designed the new zones of operation using data from a number of sources including volume and location of demand, time parameters from booking to pick-up, journey times and feedback from passengers and other stakeholders.

The changes to zones does mean that some journeys are no longer possible. The smaller zones should mean that more people can share Westlink buses as intended. We’ve designed the new zones to allow passengers to travel to key locations and interchange points (where they can connect to main bus or train services for onward travel), as well as into shared zones, meaning that journeys onto a further Westlink could be possible.

From soon after the April service change, it will be possible to use a pre-purchased (day or week) AvonRider ticket or purchase one on Westlink. At a cost of £7, this will save an adult passenger £1 over purchasing four single tickets.

We are hoping that these changes will reduce the amount of denied booking requests. Vehicles should be more readily available to book because they are restricted to smaller operating zones.

We appreciate that the overall Westlink map may look complicated. However, when using the app, you will only see the zone which you are in and any shared zones that it is possible to travel to. We have also produced more detailed maps for each of zones.

Virtual bus stops are locations where we’ve assessed that it is safe for you to be picked up or dropped off by WESTlink. These locations are mainly in rural areas are not marked with a bus stop sign or shelter, but are shown on the app.

If you do not have a physical or virtual bus stop near your location please email [email protected] and we will investigate if a virtual bus stop can be identified. If your request is within the North Somerset area, please email [email protected] instead.