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My bus is running late

We’re sorry your bus is late. This article explains how to use live tracking to see your bus's location, how we communicate delays, and our policy on persistent service delays.

We sincerely apologise for any inconvenience caused by the delay in the arrival of your vehicle.

While we strive to ensure that all vehicles arrive on time, there may be instances beyond our control that lead to delays. Our system actively tracks each trip in real-time by monitoring the driver's location through their app. This enables us to receive immediate alerts in the event of any delays. Once we are notified, our team promptly takes action, maintaining ongoing communication with both the driver and the operator to ensure a smooth process.

If there is a disruption to your service, we will reach out to you proactively and provide regular updates on the situation. Our commitment is to keep you informed at every stage, so you always have a clear understanding of when to expect your vehicle.

 

Here’s how to get the most up-to-date information:

  1. Verify your pickup details: Please double-check your booking, pickup date, time, and location by reviewing the details in the Rider app, Web, or confirmation email.
  2. Track your vehicle in real-time: You can use the live vehicle tracking feature in the Rider app or on the web to see exactly where your vehicle is. If tracking isn’t working, please refer to this article for troubleshooting.
  3. If your bus is running late: In case of significant delays, our service delivery team will closely monitor the situation and keep you updated via push notifications, SMS, or email. You’ll receive real-time updates about your vehicle’s location and any alternative arrangements if necessary.

To ensure you receive these important updates, please verify that push notifications are activated in the Rider app and confirm that your mobile phone number is up to date in your account settings.