Travelling with us

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Accessibility

Wheelchair users can access Flexibus via a rear lift. Wheelchair spaces can be booked through the app, online booking portal or by phone.

Wheelchairs must:

have anchor points, to secure the wheelchair to the vehicle.
meet the ISO 7176-19:2022 standard for crash-testing. Please check your wheelchair manual if you are not sure.

For safety reasons, wheelchairs must not exceed:

maximum length (front to back, including footplates): 1300mm
maximum width (side to side): 700mm
maximum weight (unoccupied): 125kg
maximum weight (occupied): 285kg

Due to limited space on board we cannot carry mobility scooters.

Bicycles cannot be taken on Flexibus, except for folding bicycles which are allowed.

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 select the ‘accessibility features’ 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 Companion bus pass addition

Passengers must follow any driver or written instructions provided.

Travelling with children

All children under 11 must be accompanied by an adult.

All children must wear seatbelts and not move around the bus.

Child seats

A limited number of Flexibus vehicles have an onboard child seat suitable for children aged 15 months to 4 years (9-18kg/76-105cm). This can be requested when booking.

To book a child seat:

On the app/web booker: Book a journey for an infant and then select 'Accessibility Features' and choose 'Child Seat'
Over the phone: inform the agent you require a child seat.

Please note: It is the parent/guardian’s responsibility to strap the child securely and safely into the seat.

You can also bring your own child seat if you prefer, provided it can be safely and securely fitted using the vehicle’s existing seatbelts.
Many commercial child seats are designed for cars and may not be explicitly approved by manufacturers for use on minibus seats. It is the user's responsibility to ensure a stable fit.

Please use a seat suitable for your child's age. Responsibility for fitting the seat lies with the passenger.

Prams and buggies

Prams and buggies may sometimes need to be folded to keep the dedicated wheelchair space free. 

Unaccompanied children

Unaccompanied children aged 12 or above should book via the app, using the device they will travel with where possible, so that they can receive trip updates.

Lost property

If you have left something on board, please get in touch via email or call 01273 078203. We will try and reunite you with your lost item as soon as possible.

Fair use policy

Flexibus is a limited service which operates under a fair use policy to help ensure journeys remain available and reliable for all users.

You will be reminded of the fair use policy if you:

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
fail to turn up for a booking without cancelling it
repeatedly cancel journeys at short notice (less than 30 mins before pick-up)

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 valid pass or ticket for your journey, not buying a ticket when boarding if no pass or ticket is shown, and making bookings that violate the fair use policy.

Abuse, threats, aggression or violence towards Flexibus drivers, call centre agents or other passengers will not be tolerated and may lead to a permanent ban on using the service.