Bus didn’t come, trips cut or the schedule unreliable? How to complain – and make it count

Where to complain about a bus

The Transport Complaints Unit is part of the Transport Advisory Committee and refers complaints and suggestions to the relevant government departments and public transport operators. In the first quarter of 2026 it received 10,469 complaints and suggestions, 89% of them about public transport services.

Sources: Government press release: TCU’s first quarterly report of 2026, Transport and Logistics Bureau: major public transport operators.

4 steps to complain about a bus

1. 1

   Record every lost trip

   Note the route number, direction, stop, date and time, and how long you waited. Screenshot the arrival times in the bus company’s or Transport Department’s app, especially when a trip suddenly disappears. Records over several days are more convincing than a single complaint.

2. 2

   Complain to the bus company

   Use the template below to email or call the bus company, asking it to investigate and explain how it will improve. Note the reference number and the date of any reply.

3. 3

   Complain to the Transport Complaints Unit

   If the bus company doesn’t improve or its reply doesn’t solve the problem, complain to the Transport Complaints Unit with your records and the bus company’s reply.

4. 4

   Keep following up

   Keep all reference numbers. If the problem continues, keep recording and complaining – you can also suggest more trips to the Transport Complaints Unit if the service is too infrequent.

Replace the [ ] parts with your details and send it to KMB (kowloonbus@kmb.hk), Citybus (enquiry@citybus.com.hk) or the Transport Complaints Unit (info@tcu.gov.hk).

Subject: Complaint about lost trips / unreliable service on route [route number]

To: [Bus company] Customer Service / Transport Complaints Unit

I regularly take route [route number] (towards [direction / destination]) from [bus stop].

Recently:
1. [Date] [time]: a trip was scheduled, but no bus came after I waited [minutes] minutes;
2. [Date] [time]: the arrival time showed a bus in [minutes] minutes, but it then disappeared / never arrived;
3. [Date] [time]: [other issue, e.g. two buses in a row passed the stop without stopping / were full].
(Screenshots of arrival times and photos attached)

As a result, I [impact, e.g. was late for work / had to take other transport].

I request that you:
1. Investigate why these trips did not run on time;
2. Explain what you will do to make the service reliable again;
3. Reply to me in writing with the findings.

[Name]
[Phone / email]
[Date]