Matchday Shuttle Bus FAQs

How many buses operate per matchday?

Eighteen complimentary shuttle buses operate, with eleven running continuously from two hours before kick-off and all 18 for up to 90 minutes after full-time.

Where are the pick-up and drop-off points?

Stratford Station, Stratford International Station and West Ham Stadium Café. We are aware that there is limited seating available for supporters waiting at Platform 13 at Stratford Station. Following discussions with the TfL Station Manager, we must advise that the use of portable chairs is not permitted. This area is a dedicated emergency egress point and in the event of re-routed services, large numbers of passengers may be required to use this exit at very short notice. Allowing portable chairs would therefore present a potential trip hazard.

What permits do I need?

Permits are issued at the Club’s discretion – registered accessible Season Ticket holders, members or single match ticket purchasers may receive one permit, plus one for a Personal Assistant if required. Other eligibility includes over-66 supporters with mobility issues, pregnant supporters and those with short-term accessibility needs.

Can friends or family travel with me?

To make sure priority is always given to those supporters who rely on the shuttle service, only the permit holder and their registered Personal Assistant are able to travel on the bus. We kindly ask that other family members or friends make their own way to the stadium on foot, so that the service remains comfortable and accessible for those who need it most.

When do the buses run?

From two hours before kick-off until 90 minutes after full-time, with buses leaving the stadium after road closures re-open, usually around 30 minutes post-match.

Can I get off at a different point closer to my seat?

Buses are only able to stop at designated points for safety reasons, so it is not possible to get off at a different location closer to your seat.

We have raised, on behalf of our WHUDSA members, the possibility of introducing an additional drop-off point on the opposite side of the Stadium to the Store. Unfortunately, due to health and safety regulations, this is not possible.

However, to help reduce the distance you may need to walk, we can add an additional turnstile access point to your Season Ticket, allowing you to enter the concourse sooner. If you feel this would be of assistance, please contact the Club’s Accessibility Team at [email protected].

Are wheelchairs and mobility aids accommodated?

Yes, mobility equipment can be brought on board, provided it meets standard size and safety specifications and can be safely secured. In some cases, supporters may be asked to transfer to a fixed seat if necessary to ensure everyone’s comfort and safety. Please note that use of the shuttle service is entirely at the supporter’s own risk and the Club cannot accept liability for personal equipment or belongings while travelling.

Where are the nearest accessible toilets?

The nearest accessible toilets are located as follows:

  • An accessible toilet is available adjacent to Platform 13 at Stratford Station.
  • A fully wheelchair-accessible toilet is provided within the bank of Portaloos outside the Stadium Café, where the shuttle bus drops off.
  • Inside the Stadium Store, there are two toilets, one of which is a dedicated accessible facility. If you experience any issues, please speak to a member of staff.

We kindly remind everyone that not all disabilities are visible, and we ask supporters to be mindful and considerate when queuing.

Who should I contact for special arrangements?

Email [email protected] or call 0333 030 0174 to discuss any special requirements before matchday.