Concessionary travel bus pass guidance

Ticket machines can reject travel bus passes for the following reasons:

If your travel bus pass is invalid

If your travel bus pass is invalid a red light flashes and the ticket machine says 'Invalid' or 'No Valid Ticket'.

This could be because:

• You are trying to use your travel bus pass outside of valid times. Find out when you can use your age-related travel bus pass or when you can use your disabled travel bus pass.
• Your travel bus pass has expired. Your pass will have the expiry date printed on it. You must renew your travel bus pass. Read more about renewing an age-related travel bus pass or renewing a disabled travel bus pass.

If your travel bus pass is hotlisted

If your travel bus pass is hotlisted a red light flashes and the ticket machine says 'Hotlisted' or 'Blocked'.

This could be because:

• We have cancelled your travel card
• Your travel card has been reported as lost or stolen

Hotlisted passes are not valid for travel. Drivers will take the hotlisted pass out of circulation.

If your travel bus pass has been lost or stolen, you can apply for a replacement pass.

If your travel bus pass is damaged

If your travel bus pass is damaged, no light flashes and the ticket machine does not recognise the pass at all.

This means that the electronic chip in the card has been damaged.

You must replace a damaged travel bus pass. Apply for a replacement pass. 

Drivers can manually record the pass and allow travel if your pass is visually acceptable, such as:

• If the pass is in date
• If the photograph on the pass matches the customer trying to use it

Drivers will tell you to order a replacement pass as you could be refused travel in the future.

You must pay £13.50 for a replacement pass.

If you order a replacement pass because your pass is not recognised, but you believe that your pass is undamaged:

1. You can return the pass to us with a covering letter via post. View our contact details for our postal address.
2.  We will test your card
3.  If we find your card to be faulty but undamaged we will refund you the £13.50