You are obliged to notify us if your pass is lost or stolen to enable us to prevent the pass being used fraudulently. Your old pass will be hotlisted during this process meaning it will no longer be accepted on services, if this happens the operator is in their right to confiscate your bus pass. This is to reduce the number of cancelled cards in circulation as it reduces the chances of passes being used fraudulently.
Lost or damaged bus pass
If you have lost or damaged your bus pass, there will be a charge of £10 for a replacement.
If your pass has been stolen, and you have an incident number from the police, we can issue your replacement pass free of charge.
Apply for a replacement bus pass
Stolen bus pass
If your bus pass has been stolen please contact us. You cannot apply for a replacement stolen pass online.
Hotlisted bus pass
Once a pass is ‘hotlisted’ it means it has been electronically cancelled and will no longer be accepted on services. If you try to use a hotlisted pass then the operator is in their right to confiscate this from you.
There are three main reasons why a bus pass will have been cancelled:
- the pass was reported as lost or stolen and it was replaced - you may have the new pass at home or in another bag or wallet
- we wrote to you about your pass and the letter was returned by the Royal Mail - have you changed address recently?
- we wrote to you asking for up to date proof of eligibility or asking for you to return the pass - do you need to confirm your eligibility?
Bus passes not reading correctly
Sometimes a pass may fail to work on the bus card reader. In this case, it can still be used if it is in date, not hotlisted and the driver is satisfied that the picture on the pass is the holder. As the pass is not hotlisted, it is unlikely it will be withdrawn, you should still contact ourselves to let us know it didn’t work as you may need to order a replacement pass.