Travelling with us
Accessibility
Wheelchair users can access Flexibus via a rear lift. Wheelchair spaces can be booked through the app or by phone. Wheelchairs must be able to be secured when in the vehicle. If not, for the safety of all concerned, passengers in wheelchairs that cannot be secured are unable to travel.
Due to limited space on board we cannot carry mobility scooters.
Bicycles cannot be taken on Flexibus.
Assistance dogs are welcome on board our buses.
Drivers may be able to offer support at your pick-up point or destination, where possible. If you have a specific requirement or want to request a meeting point closer to home, please contact us.
If you have a visual impairment or use a frame, walking stick or crutches, you can request our ‘mobility assistance’ option. You will not need a wheelchair space, but the bus will still get as close as possible to your pick-up point and destination.
Please secure items such as walkers, buggies, shopping and luggage. You are responsible for the safety of your own items, including getting those items on and off the bus.
Please wear your seat belt.
Any passenger who needs 1:1 support must travel with a companion. See Disabled and Companion Bus Pass Information
Passengers must follow any driver or written instructions provided.
Travelling with children
Prams and buggies may sometimes need to be folded to keep the dedicated wheelchair space free.
All children under 11 must be accompanied by an adult.
All children must wear seatbelts and not move around the bus. If travelling with more than four children of any age, the children are charged the next applicable fare - full fare or the 5-19 fare even if aged under 5.
Unaccompanied children
Unaccompanied children should book via the app, using the device they will travel with, so that they can receive trip notifications.
Lost property
If you have left something on board, please get in touch via telephone 01273 078203. We will try and reunite you with your lost item as soon as possible.
Fair use policy
Flexibus services are generally not suitable for regular trips such as school trips or commuting to work.
For the benefit of all passengers, there is a Flexibus fair use policy.
You will be reminded of the fair use policy if you:
- fail to turn up for a booking without cancelling it
- repeatedly cancel journeys at short notice (less than 30 mins before pick-up)
- book multiple short journeys to make up a longer journey
- book more than six single trips or three return journeys a week
- make back-to-back bookings expecting the bus to wait.
If you continue to misuse the Flexibus service, you may be temporarily suspended from using it. If misuse continues, you may be permanently banned. Misuse includes not showing a pass or ticket for your journey, and not buying a ticket when boarding if no pass or ticket is shown.
Bookings must have a minimum 30 minute gap between them. You are encouraged to link to other public transport for longer journeys, where possible.
Abuse, threats, aggression or violence towards Flexibus drivers will not be tolerated and may lead to a permanent ban on using the service.
Conditions of carriage
Passenger rights and conduct are set out in detail in the Conditions of carriage.