Frequently asked questions

I've lost the pass or it is 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 in the Replace a lost, stolen or damaged pass section of our website.

I have received my new bus pass but it does not 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 covers this, but on occasion it may not. Please allow 5 days from the date on the letter that arrived 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 correct?

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. We will 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/local 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, however, you may be able to pay a fare if the route is a local bus route. If you have lost your pass, please go to the Payments, refunds, cancellations and replacement passes section to order a replacement pass.