Frequently Asked Questions
We answer some of the most frequently asked questions below:
"We have been actively investing in our bus fleet in recent years, vastly improving the overall age profile, passenger comfort and accessibility"
Q: How do I request a bus to stop?
A: All bus stops that we serve are request stops (except for Bluewater, Lakeside & Grays bus stations).
If you are waiting at a bus stop, hold out your arm/ hand clearly to signal the bus to stop.
Please allow the bus enough time to stop safely. If you are on the bus, press the bell and remain seated until the bus stops. Please allow the bus enough time to stop safely.
Please note:
All of our buses are of the low floor type and can kneel down to the kerb. If you need the bus lowered and our driver does not lower it automatically, just ask for it to be lowered!
A: All bus stops that we serve are request stops (except for Bluewater, Lakeside & Grays bus stations).
If you are waiting at a bus stop, hold out your arm/ hand clearly to signal the bus to stop.
Please allow the bus enough time to stop safely. If you are on the bus, press the bell and remain seated until the bus stops. Please allow the bus enough time to stop safely.
Please note:
All of our buses are of the low floor type and can kneel down to the kerb. If you need the bus lowered and our driver does not lower it automatically, just ask for it to be lowered!
Q: What types of tickets are there?
A: Please refer to our Fares and Tickets section of the website for all our ticket information.
A: Please refer to our Fares and Tickets section of the website for all our ticket information.
Q: How do I pay for my ticket?
A: We accept payment in cash or by contactless debit/credit card on the bus. If paying in cash, please have the correct fare available as we are not currently giving change*. This is to protect our customers during the Covid-19 pandemic.
Please note: that there is a £45 limit for contactless payments. (If your purchase is likely to be over £45 then you will need to make 2 card payments) Our drivers will be happy to assist you.
A: We accept payment in cash or by contactless debit/credit card on the bus. If paying in cash, please have the correct fare available as we are not currently giving change*. This is to protect our customers during the Covid-19 pandemic.
Please note: that there is a £45 limit for contactless payments. (If your purchase is likely to be over £45 then you will need to make 2 card payments) Our drivers will be happy to assist you.
Q: Do students benefit from cheaper bus travel?
A: Yes, if you are a student between 16-19 and are on a full-time course at any Thurrock Sixth Form Center or Further Education College, you can receive a cheaper rate. Please see our STUDENT TRAVEL page for more information.
A: Yes, if you are a student between 16-19 and are on a full-time course at any Thurrock Sixth Form Center or Further Education College, you can receive a cheaper rate. Please see our STUDENT TRAVEL page for more information.
Q: Why didn't the bus arrive on time?
A: We strive to provide a service that is 100% reliable. Unfortunately there are factors beyond our control which can result in some buses arriving late. Such factors include roadworks, diversions, road closures, heavy traffic and adverse weather conditions.
A: We strive to provide a service that is 100% reliable. Unfortunately there are factors beyond our control which can result in some buses arriving late. Such factors include roadworks, diversions, road closures, heavy traffic and adverse weather conditions.
Q: How do I get on the bus with a Buggy/Pram?
A: All of our buses have designated buggy parking areas on them.
We have different types of bus and there are different sizes of buggy which means that we cannot set a maximum number of buggies that can be carried on each bus. However, our drivers can accept buggies onto the bus until the buggy area is full. AT NO TIME should buggies stick out into or block the gangway. Buggies are allowed onto the bus at the drivers discretion.
The following rules must be adhered to when coming on board the bus with a buggy:
If the bus is reasonably full and/ or the bus has no more buggy space available, unfortunately we will have to ask you to fold your buggy and place it in the luggage area or wait for the next available bus.
At busy times such as at school drop off/ pick up times, we strongly advise getting your buggy ready to be folded before the bus arrives so that it won't delay the service.
If you are at a bus stop where a wheelchair user is waiting for the same bus, please be advised that the wheelchair user will be boarded first.
A: All of our buses have designated buggy parking areas on them.
We have different types of bus and there are different sizes of buggy which means that we cannot set a maximum number of buggies that can be carried on each bus. However, our drivers can accept buggies onto the bus until the buggy area is full. AT NO TIME should buggies stick out into or block the gangway. Buggies are allowed onto the bus at the drivers discretion.
The following rules must be adhered to when coming on board the bus with a buggy:
- Buggies must be parked into the designated area and not stick out into or block the gangway
- Buggy users must comply with the drivers instructions at all times
- Buggies should not be unevenly loaded at one side/ end with shopping bags or similar
- Brakes must be applied once buggy is parked
- Buggies should NEVER be left unsupervised
- If the buggy is parked in a wheelchair space and a wheelchair user wishes to board the bus, the driver will ask you to move elsewhere or to fold up your buggy (if there is no other suitable space). Please follow the drivers instructions or advise the driver if there is a problem
If the bus is reasonably full and/ or the bus has no more buggy space available, unfortunately we will have to ask you to fold your buggy and place it in the luggage area or wait for the next available bus.
At busy times such as at school drop off/ pick up times, we strongly advise getting your buggy ready to be folded before the bus arrives so that it won't delay the service.
If you are at a bus stop where a wheelchair user is waiting for the same bus, please be advised that the wheelchair user will be boarded first.
Q: How do I use the bus with a Wheelchair?
A: All of our buses are fully wheelchair accessible (meeting the Disability Discrimination Act (DDA)) which means that they have a wheelchair ramp (in most cases manual driver operated ones) and a designated wheelchair space with back rest and easy access bell push.
Please note that legally, only ONE wheelchair can be carried on each of our wheelchair accessible buses. It must be parked correctly and have brakes applied.
Both manual and electric wheelchairs are welcome, however, please note that our wheelchair ramps can only carry a maximum load of 300kg. Due to the additional weight with electric wheelchairs, quite a few come close to the 300kg (with user) so access onto the bus is down to the drivers discretion. Large Mobility scooter type electric wheelchairs (with handlebars and/or basket and lights) are not permitted on our vehicles.
If the bus is full up and there is no room or if there is already a wheelchair user on the bus, unfortunately we will have to ask you to wait for the next available bus.
If the wheelchair area is full up with baby buggies/ pushchairs or other passengers, our driver will ask them to make room for the wheelchair user. If the other passengers refuse to move then we are very limited as to what we can do.
A: All of our buses are fully wheelchair accessible (meeting the Disability Discrimination Act (DDA)) which means that they have a wheelchair ramp (in most cases manual driver operated ones) and a designated wheelchair space with back rest and easy access bell push.
Please note that legally, only ONE wheelchair can be carried on each of our wheelchair accessible buses. It must be parked correctly and have brakes applied.
Both manual and electric wheelchairs are welcome, however, please note that our wheelchair ramps can only carry a maximum load of 300kg. Due to the additional weight with electric wheelchairs, quite a few come close to the 300kg (with user) so access onto the bus is down to the drivers discretion. Large Mobility scooter type electric wheelchairs (with handlebars and/or basket and lights) are not permitted on our vehicles.
If the bus is full up and there is no room or if there is already a wheelchair user on the bus, unfortunately we will have to ask you to wait for the next available bus.
If the wheelchair area is full up with baby buggies/ pushchairs or other passengers, our driver will ask them to make room for the wheelchair user. If the other passengers refuse to move then we are very limited as to what we can do.
Q: Can I bring my bike on the bus?
A: We are sorry but for health & safety reasons, we are unable to accept large bicycles onto our local service buses.
Small childrens bikes or foldable adult bikes are welcome.
A: We are sorry but for health & safety reasons, we are unable to accept large bicycles onto our local service buses.
Small childrens bikes or foldable adult bikes are welcome.
Q: Can I bring my Mobility Scooter on the bus?
A: We are sorry but large scooter type electric wheelchairs (with handlebars and/or basket) are not permitted on our vehicles.
A: We are sorry but large scooter type electric wheelchairs (with handlebars and/or basket) are not permitted on our vehicles.
Q: Can I bring my E-Scooter, Segway or Hoverboard on the bus?
A: We are sorry but E-Scooters & Segways/Hoverboards are not permitted on our vehicles.
A: We are sorry but E-Scooters & Segways/Hoverboards are not permitted on our vehicles.
Q: Can my animal travel with me?
A: Animals (including dogs) may travel at the drivers discretion. Animals which are not in a cage must not be carried on the seats.
*Guide Dogs are more than welcome on our buses and that also includes assistance dogs in training.
A: Animals (including dogs) may travel at the drivers discretion. Animals which are not in a cage must not be carried on the seats.
*Guide Dogs are more than welcome on our buses and that also includes assistance dogs in training.
Q: I have lost my ticket, can I get a replacement?
A: Unlike smart cards, we are unable to cancel PAPER TICKETS and therefore are unable to issue a replacement. It is the ticket holders responsibility to keep the ticket safe.
A: Unlike smart cards, we are unable to cancel PAPER TICKETS and therefore are unable to issue a replacement. It is the ticket holders responsibility to keep the ticket safe.
Q: The bus driver has confiscated my ticket, why?
A: This normally happens due to the ticket being used in a fraudulent manner, because the ticket is out of date or if the ticket is badly damaged/ illegible. All of our tickets are non-transferrable which means that they should not be passed between the ticket holder and anyone else. If you are not sure why the driver has confiscated the ticket, please contact us by phone or email and we will look into why for you.
A: This normally happens due to the ticket being used in a fraudulent manner, because the ticket is out of date or if the ticket is badly damaged/ illegible. All of our tickets are non-transferrable which means that they should not be passed between the ticket holder and anyone else. If you are not sure why the driver has confiscated the ticket, please contact us by phone or email and we will look into why for you.
Q: I have had an accident involving your bus or on the bus, what should I do?
A: The first thing is to make sure that you and anyone who was with you are ok. Next you need to contact us by email to report the accident (if we do not already have your details) with as much information as possible about it.
A: The first thing is to make sure that you and anyone who was with you are ok. Next you need to contact us by email to report the accident (if we do not already have your details) with as much information as possible about it.