Frequently asked questions

If my child's bus pass is lost or gets damaged and no longer scans, can I apply for another one? 

Yes, if your pass has been lost, stolen or damaged, so the smartcard no longer scans, you will need to order a replacement pass for £13. Details of how to apply can be found on the Payments, refunds, cancellations and replacement passes page.

My child has received a new bus pass but it doesn't scan

It can take a few days from a pass being printed for ticket machines to be able recognise it. Usually the time between printing and the card arriving is sufficient to cover this, but on occasion it may not be.

Please allow 5 days from the date on the letter with your pass for it to begin working.

The bus driver says my child needs a new pass as it doesn't scan, but you can read it - is this right?

Yes, having a valid scanning pass is a condition of travel. If a pass no longer scans you do need to purchase a replacement, even if it is still readable. Go to the Payments, refunds, cancellations and replacement passes page to order a replacement.

We'll only replace free of charge if there are no signs of damage other than normal wear and tear - bent, snapped, hole punched, chewed, cut or otherwise damaged passes do require payment for replacing.

My child travels on a school bus and has lost their travel pass - can they still travel without it? 

No, the driver can refuse students who do not have a valid travel pass. If a pass is lost, go to the Payments, refunds, cancellations and replacement passes page to order a replacement. You may also be able to get a temporary pass from the school reception to cover your child while you order a replacement pass.

A temporary pass will only last for two weeks so it's important you order a replacement as soon as possible.