020 8778 6697

Frequently Asked Questions

Where is my coach?

We are able to track the progress of each of our vehicles here at Head Office, so if you phone we can tell you exactly when you might expect your vehicle to arrive. It is hoped this tracking service will be available on line for all our customers in the not too distant future.

Where is my bus stop?

A map of the individual stops, or routes, may be viewed on this site.

Are their child travel concessions?

Sorry no, full price applies to all tickets.

Where can I purchase my ticket?

Tickets can be purchase via the booking portal (single, returns and local fares can only be purchased on the coach).

How much is my ticket?

Please visit our fares and tickets page.

Why is my coach late?

Whilst we endeavour to run our services according to the published timetable, our best efforts can be hampered due to severe traffic congestion in and around London. We are often asked why we do not alter our timetable to compensate for this. Quite simply, our routes and timings are agreed by Transport for London as part of a larger network of commuter services travelling to and from London – any changes we make will therefore affect other commuter services. Bear in mind too that during the school holidays traffic moves more freely and timetable timings more readily achieved.

Can I use my Freedom Pass?

We have been instructed by London Councils that we ‘are not obliged to carry passengers using the Freedom Pass due to clients being able to purchase tickets in advance, therefore making our service a bookable service which differs from the typical red bus service to which Freedom Passes apply.’

Why has my coach not picked up at my stop?

Now and again our commuter vehicles are required to deviate from their normal route due to road works, demonstrations, etc. If changes to any part of our commuter schedules have to be made then we will notify you, either by SMS text message to your mobile phone or via our website as soon as we know about them – don’t forget to sign up to our free SMS text messaging service for up to date travel information.

Can I get a seat?

We monitor our services very closely to ensure our commuter vehicles do not overload, however, on the rare occasion that this may happen our vehicles are seated only and it is not possible to carry any more passengers than seats provided. i.e. nil standees.

Where is my usual coach?

A rigid cycle of maintenance checks is carried out on our fleet, in line with current Department of Transport (DOT) legislation, which will necessitate your regular vehicle being taken out of service at some point. A cover vehicle will be used until your usual vehicle is ready to go back into service.

Where is my usual driver?

Sometimes cover drivers are used when a driver phones in sick or is simply away on holiday.

Mobile Ticketing

How do I access the new ticketing system?

Access to the new system will be available online and through any web enabled device shortly. Prior to the launch of the new system the web address will be distributed to customers via email and Twitter.

Do I need a Smartphone to use the new system?

Not necessarily, period tickets (annuals, half yearly and monthly tickets) can be printed from your PC for scanning each time you board the coach.

Carnet tickets (books of singles and return journeys) will require the use of a portable web enabled device as these tickets must be activated by you online prior to each journey and then scanned onboard the coach.

How do I purchase tickets using the new system?

With our new mobile and online ticketing system, you will be able to purchase all tickets except single, returns and locals which will remain as cash purchases onboard the coach.

Do I have to upload a photo to the digital ticketing system?

You must upload a photo for the purchase of annual season tickets, half yearly and monthly tickets.

The purchase of 10 single journey tickets and 40 single journey tickets will not require you to upload a photo.

Uploading a photo is simple and the ticketing system will ask you whether you want to either take a photo/selfie using your Smartphone or use a photo already stored within your Smartphone photo library.

Here are the acceptable photo guidelines:

  • Photo should be a recently taken passport-style photo of you.
  • Only head and shoulders should be visible.
  • No hats or scarves and your face should not be obscured.
  • The photo should be a good resemblance of you for identification purposes.
  • Note that your ticket may be refused if you cannot be identified clearly.

What does activating a ticket mean?

To use your ticket, you first need to activate it by clicking the Activate Ticket button. Please be aware that activating the ticket will mean that it will become available to use straightaway and it will expire per its validity.

How do I use the ticket when boarding the coach?

Your ticket is accessed in your phones web browser and displayed on your phone. If displayed on your web browser you can add a direct link for the ticket to your phones Home Screen so that you can access it easily when boarding the coach. Refer to your phones manual for details of how to save a link to your Home Screen.

How can I update the details on my account?

Log into your account and select ‘My Account’ from the drop down menu to edit your personal details.

How do I reset my account password?

Log into your account and select ‘My Account’ from the drop down menu to change your password.

How can I change the photograph linked to my account?

Log into your account and select ‘My Account’ from the drop down menu to update your photograph.

How do I change the mobile number/email address linked to my account?

In order to protect your account, please contact if you would like your linked mobile number or email address changed.

Do I have to transfer my current annual/paper tickets onto the mobile ticketing system?

No, you can continue to use your current card/paper tickets until they expire. Any new ticket purchases made after the introduction of mobile ticketing will then by via the new system.