If your bus pass does not work

Find out what to do if your National Bus Pass has been refused by a ticket machine because it has been cancelled, damaged or expired.

Update: We are postponing the removal of non-working bus passes for the duration of the Coronavirus (COVID-19) outbreak. This means that if your pass is refused by the ticket machine it will be accepted by the driver for free travel. However, we would encourage you to apply for a replacement pass as soon as you can.

If your National Bus Pass has been refused by the ticket machine on a bus, you will still be able to travel for free until 31 March 2020.

After this date you will not be allowed to travel for free if your pass doesn't work. So, if your current pass isn't working, it is essential that you apply for a free replacement as soon as possible to enable you to travel for free after 31 March.

National Bus Passes can be cancelled electronically; this is known as hotlisting. Once this has happened, the bus pass is no longer valid for free travel and you will be asked to pay the fare for your journey and hand over your bus pass.

Your National Bus Pass may have stopped working because:

  • the pass was reported as lost or stolen
  • we wrote to you about your pass and the letter was returned by Royal Mail
  • we wrote to you asking for up-to-date proof of eligibility or to return the pass
  • your pass is damaged, split or broken - it will not be recognised by a ticket machine and you will need to apply for a replacement.
Last updated:
31 March 2020
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