We're sorry that you (or your child) were denied boarding today. Read on to understand why that has happened and what you can do so it doesn't happen again.
a. For programs where you need to book ahead
Also referred to as "Booked" programs
- You forgot to get a pass and to book a seat: Please access your program page (see this article) to get a pass and remember to book a seat for the trip you wish to board.
- You got a Travel Pass or Ride bundle but forgot to book a seat: When using a Travel Pass or Ride bundle, after the checkout page, you need to make sure to go to the Travel Pass / Ride bundle screen and select the days you wish to travel. (For school, Travel Pass bookings are usually made automatically, but it's a good practice to check all your bookings are correctly made.)
- The driver told you the bus is full despite you or your child having a valid booking for this trip: We're very sorry this has happened, and please know you haven't done anything wrong. Please know that drivers are not allowed to have unseated passengers standing in the aisle for security reasons. Please get in touch with us using the Live chat, and we'll do what we can to get you to your destination.
b. For programs where you need to get a pass, but don't need to book ahead
Also referred to as "Scan to board" programs
- You forgot to get a pass: Please access your program page (see this article) to get a pass and remember to book a seat for the trip you wish to board.
- The bus is already full due to picking up riders at the previous stop. We're sorry the bus is already full. Unfortunately, your organisation decides on the size of the bus made available on your route. You can either wait for the next pickup time (see how to check the timetable) or arrange your own mode of transport.