Frequently asked questions about the West of England’s new on-demand bus service, WESTlink.

  • No, WESTlink is a shared service so the app will work out the closest pick up and drop off locations to you, whilst accommodating rides already booked by other users. If you have a disability and are unable to walk to the nearest stop, you can request a bus to pick you up from your home.

  • 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.

  • From the launch of service, booking lines will be open as follows:

    • Monday to Saturday: 05:30 to 21:30
    • Sunday and Public Holidays: 09:00 – 18:00

    Closed on Christmas Day.