Contact Us

Whether you have an enquiry about a travel pass, bus stop or public transport in general, we are here to help.

You should find all the information you need below.

Tickets, Passes, Direct Debit & Swift

For Swift card and Direct Debit, please click here

 

Swift card number starts with 633 597 0112?

Then National Express West Midlands manage your account. Click below for information on how to contact them

https://www.networkwestmidlands.com/swift/help/contact-us/

 

For Older Person's Pass, please click here

For Disabled Person's Pass, please click here

For Child/16-18 tickets, please click here

For Student (18+) tickets, please click here

For all other tickets and passes, please click here

 

Bus, train and tram services

Buses, trains and trams are operated by private companies in the West Midlands.

Therefore, if you have an enquiry about a specific service or lost property, you will need to contact the operator directly.

All operators are listed here

 

In the event that you are dissatisfied with the response provided by a bus operator, Bus Users UK can provide an independent review. Please contact them on the details below:

Telephone: 0300 111 0001

Website: https://www.bususers.org/

Write to:

Bus Users UK

Terminal House

Shepperton

TW17 8AS

 

In the event that you are dissatisfied with the response provided by a train operator, Transport Focus can provide an independent review. Please contact them on the details below:

Telephone: 0300 123 2350

Website: https://www.transportfocus.org.uk/

Write to (no stamp needed):

RTEH-XAGE-BYKZ

Transport Focus

PO Box 5594

Southend on Sea

SS1 9PZ

Bus Stops, Shelters and Information Screens

To request a new stop or shelter, please click here

 

If you need to report a problem with our infrastructure, including

  • Bus Stops
  • Bus Shelters
  • Real Time Information screens (RTI)
  • Apps

Please fill in our online form by clicking below and the team will attempt to fix this as soon as possible. 

Report a problem

Thanks for taking the time to report an issue to us. 

Bus Stations, Travel Shops and Park & Ride

For information about our Bus Stations, please click here

For information about Travel Information Centres, including their locations and services, please click here

For information about our Park and Ride facilities, please click here

Partnership working

For information about West Midlands Combined Authority click here

For information about Transport for West Midlands click here

For information about Metro Alliance click here

General enquiries

If your enquiry doesn't match the above subjects or is more detailed, our Customer Services team can help, just fill in the form below.

Please note we aim to reply within 10 working days, however some investigations may take longer. This is because we may need to liaise with an operator or third party in order to fully answer your query or complaint.

If you have a complaint, we will manage it in accordance with our Complaints Handling Procedure, as detailed here

Contact Us Form

Sometimes we may need to call you to resolve your enquiry quickly.
Please confirm you are happy for us to process your data.
Complete the Captcha to submit form

Ways to Contact Us

If you still need our help, then we offer a number of different ways for you to contact us.

Social Media*

Twitter

Facebook

Web Chat

Click the blue icon on the screen

Available Monday to Friday 10am – 4pm and Saturday 9am – 1pm

Telephone*

0345 303 6760

Email

Tickets, passes and Direct Debit - ticketing@tfwm.org.uk

Swift - swiftsupport@tfwm.org.uk

All other public transport enquiries - customerservices@tfwm.org.uk

Write To

Customer Services

16 Summer Lane

Birmingham

B19 3SD

*Opening Times

  • Monday to Friday 8am – 6pm (except Wednesday 10am – 6pm)
  • Saturday – 9am – 1pm
  • Sunday and Bank Holidays – Closed

 

Launch of Web Chat


Need help with a ticket or pass enquiry?


You can now speak to the Customer Services team through Live Chat!


Just click the blue icon on the screen

Blind and Disabled Applications


Already applied?


Please note it can take up to 8 weeks to process your application.


Would like to apply?


Please click below to find out more.


Fix it


Spotted a problem with a stop, shelter or real time information screen?

Report it

Lost Passes


Replacing a lost pass depends on where you purchased the ticket, find out who you need to get in touch with. 

Find out more

Follow us on...


Swift Pay As You Go


If you pay cash fares to travel, PAYG is the smarter and cheaper way to travel by bus and tram in the West Midlands.

Find out more