Concessionary fare scheme frequently asked questions
- Who is eligible for a bus pass?
- How do I apply for a national concessionary bus pass?
- What am I entitled to?
- What are the terms and conditions of the scheme?
- What proof do I need to get my pass?
- What happens if I think I'm eligible but can't provide proof?
- Are carers entitled to concessionary travel?
- Does the pass cost anything?
- Do I need to bring a photo when I come to get my pass?
- How do I use my pass?
- What are the time restrictions on the pass (what happens before 9.30am and after 11pm weekdays)?
- Why do other areas (eg Devon and Cornwall) get different concessions?
- Why do I have a free pass but no bus service?
- Can I use my pass in Wales or Scotland?
- How can I get information on bus services?
- How far can I travel?
- What happens if the bus doesn't turn up?
- What happens if the bus driver is rude?
- What happens if I am unhappy about the bus service in general?
- Will I be able to travel by National Express, rail services, taxis, underground or ferry?
- Can I use my concessionary pass on community transport services?
- What bus services can I use the pass on?
- Can I use my pass on park and ride buses?
- Why do I get a ticket?
- Why does my ticket often have a destination beyond where I'm going?
- What happens if I move away from Plymouth?
- What happens if my bus pass is lost or stolen?
- What if I need to return a pass?
- What if I see someone use a pass incorrectly or fraudulently?
- When will my pass expire?
- What happens if I'm eligible for more than one reason?
- How do I renew my pass when it expires?
- Who pays for the scheme?
- How do bus operators get paid?
- Why do other areas get different concessions?
- How are my personal details used?
Who is eligible for a bus pass?
You are eligible for a concessionary bus pass if you are a Plymouth resident of pensionable age or over, or a disabled person who
- is blind or partially sighted
- is profoundly or severely deaf
- is without speech
- has a disability or has suffered an injury, which has a substantial and long term effect on their ability to walk
- does not have arms or the long term use of both arms
- has a learning disability
- is unfit to drive for medical reasons
- is registered as disabled ex-service personnel
All applicants must be resident within Plymouth City Council's administrative boundary, that is the council tax billing authority for the address. If you do not pay council tax and are unsure which council area you live in you can check with your landlord or with your local council.
There is no legal definition of residency (how long you have lived in Plymouth) under the concessionary travel legislation, so we have agreed that residency of more than one month is required.
More information can be found in the 'what proof do I need to get my pass' section.
How do I apply for a national concessionary bus pass?
You can apply for your pass at the Civic Centre during normal opening hours.
Please note:
- All applicants must provide proof of residency and proof of eligibility (see the 'what proof do I need to get my pass') section.
- All applicants must apply in person without exception.
- There will be no charge made for the initial issue of your pass.
- Passes will not be issued at the time of application.
- You will not be required to provide a photograph as your photograph will be taken at the time of application.
- You are able to apply up to 10 working days prior to the date on which you become eligible. Your eligible age is now your pensionable age.
What am I entitled to?
As a Plymouth resident of pensionable age and over or registered disabled you will be entitled to travel free on local bus services across England between 9.30am and 11pm on weekdays with no time restrictions at weekends or bank holidays.
As a Plymouth resident aged over 80 or registered blind you will be able to travel before 9.30am on weekdays.
Services also included in the scheme are:
- Access Plymouth (Ring and Ride)
- Park and Ride
What are the terms and conditions of the scheme?
Visit our terms and conditions page for more information.
What proof do I need to get my pass?
You will be required to provide two forms of authentication (one from each section below)
Section 1
You must provide proof of address; this can be a paper copy of one of the following items with your name and address
- Council tax bill
- Rental agreement
- Utility bill
- Bank statement
- Driving licence
- NHS medical card
If you cannot provide any of the above a letter from your landlord confirming residency plus proof of your landlord's name on a council tax bill can be accepted.
Section 2
You must be in one of the following nine categories and provide acceptable proof
- Pensionable age and over
- Blind or partially sighted
- Profoundly or severely deaf
- Without speech
- Have a disability, or have suffered an injury, which has a substantial and long-term adverse effect on your ability to walk
- Do not have arms or have long-term loss of the use of both arms
- Have a learning disability
- Unfit to drive for medical reasons
- Disabled ex-Service Personnel
The categories of eligibility for a Plymouth City Council pass follow the Department for Transport guidelines to local authorities.
What happens if I think I'm eligible but can't provide proof?
If you can't get acceptable proof you should contact the Sustainable Transport Team for help on 01752 668000 or email publictransport@plymouth.gov.uk.
If you can't get acceptable proof and you can't sort out proof of eligibility with our Sustainable Transport Team you should contact an appropriate medical practitioner in order to get proof of disability. If you can't get such proof, you can enter into our arbitration process whereby an appointed medical practitioner will assess you with regard to eligibility.
You will be responsible for the cost of this.
Are carers entitled to concessionary travel?
No. At present carers are not included in the legal minimum set by the Government and we have not extended our scheme to include carers.
Does the pass cost anything?
Your concessionary bus pass is free. If your pass is lost or stolen and we need to replace it, it will cost £10.
Do I need to bring a photo when I come to get my pass?
No. When you come to get your pass we will take a digital photo of you.
How do I use my pass?
Please clearly show your pass to the driver and state your chosen destination. The ticket machine will then print a ticket.
At a later date the driver may ask you to swipe your pass over the ticket machine. This will then record your journey and you will not have to show it to the driver.
Different ways of using the pass may be necessary on different bus services and with different operators.
What are the time restrictions on the pass (what happens before 9.30am and after 11pm weekdays)?
Unless you are a Plymouth resident who is over 80 or registered blind you will have to pay the full commercial fares on the bus if you want to travel before 9.30am and after 11pm on weekdays.
Why do other areas (eg Devon and Cornwall) get different concessions?
Every local authority area responsible for concessionary bus travel can offer enhancements beyond the statutory minimum. The cost of such enhancements has to be paid for by that local authority.
We currently spend over £5 million a year in delivering concessionary fares. This uses all the money received from central government. Any additions beyond the legal minimum would need more funding.
Why do I have a free pass but no bus service?
Since 1985 bus services have been deregulated and are largely provided at the discretion of commercial bus companies. There is no obligation on either the council or any particular bus operator to operate bus services.
Can I use my pass in Wales or Scotland?
No. There is presently no cross boundary arrangement between countries.
How can I get information on bus services?
For timetable information on all Plymouth bus services visit our timetables page. General information on bus services, timetables and journey planning can be found by ringing Traveline on 0871 200 2233, or by visiting the Traveline website.
Information regarding fares can be found by ringing the bus company direct
- Plymouth Citybus Ltd 0845 0772223
- First Devon and Cornwall Ltd 0845 6001420
- Target Travel 01752 242000
- Stagecoach Devon Ltd 01392 427711
- Western Greyhound 01637 871871
- Access Plymouth 01752 600633
How far can I travel?
You can travel on any registered local bus services between 9.30am and 11pm weekdays. Registered local bus services exclude services such as National Express and Tour buses.
You can travel to the extent of any local bus service. From Plymouth there are bus services that go to Barnstable, Torquay, Exeter and Truro.
What happens if the bus doesn't turn up?
Bus operators have to register a bus service with the Traffic Commissioner. The definition of a late (or early) bus service is that which is 5 minutes late and 1 minute early. Bus operators and the Council try very hard to ensure that bus services operate on time, however sometimes things do go wrong.
Visit our bus complaints page for information on how to complain about a bus service.
What happens if the bus driver is rude?
Bus drivers have a hard job, however there is no excuse for being rude.
Visit our bus complaints page for information on how to complain.
What happens if I am unhappy about the bus service in general?
There are many things that bus companies and the City Council would like to do to improve public transport within the city. Feedback regarding possible improvements and services is always invaluable.
In the first instance please contact the relevant bus company direct:
- Plymouth Citybus Ltd 0845 0772223
- First Devon and Cornwall Ltd 0845 6001420
- Target Travel 01752 242000
- Stagecoach Devon Ltd 01392 427711
- Western Greyhound 01637 871871
- Access Plymouth 01752 600633
To contact the council please telephone 01752 668000 or email publictransport@plymouth.gov.uk.
Will I be able to travel by National Express, rail services, taxis, underground or ferry?
No. You can only get free travel on registered local bus services as defined by the Transport Act 1985.
Registered Taxibus services are eligible for free travel as are Ring and Ride services operated by Access Plymouth.
Can I use my concessionary pass on community transport services?
The only community transport service eligible for free travel is Access Plymouth's Ring and Ride services.
For more information please contact Access Plymouth Ring and Ride on 01752 600633.
What bus services can I use the pass on?
You can use your pass on all registered local bus services across England.
Can I use my pass on park and ride buses?
Yes, after 9.30am on weekdays and at any time on weekends and bank holidays. Bus passes are not always accepted on park and ride services for special events such as pop concerts.
Why do I get a ticket?
It is a requirement of all concessionary fare schemes that all participating bus companies issue a ticket to every concessionary passenger per trip. This precise recording is needed to allow us to accurately repay bus companies for the travel used by passengers.
Why does my ticket often have a destination beyond where I'm going?
We repay bus companies a percentage of their commercial bus fare. This bus fare is an average and doesn't change for each trip.
While we prefer that the bus driver records the accurate destination of the trip it doesn't affect how much we pay the bus company if this isn't recorded accurately.
What happens if I move away from Plymouth?
You must return your pass to the Sustainable Transport Team. You can then reapply for a bus pass in your new area. More information can be found in the 'what if I need to return a pass' section.
What happens if my bus pass is lost or stolen?
You must report it to the police on 101 or visit the police station. They will then give you a crime or log number. You must then reapply for a new pass at the Civic Centre, Ground Floor Reception. There will be a £10 charge for the reissue of your pass.
What if I need to return a pass?
Please return the pass either in person to the Civic Centre or by post to the Sustainable Transport Team, Floor 10, Civic Centre, Plymouth PL1 2AA.
What if I see someone use a pass incorrectly or fraudulently?
Please record any details that may be relevant and alert our Sustainable Transport Team on telephone 01752 668000, email publictransport@plymouth.gov.uk or by post to the Sustainable Transport Team, Floor 10, Civic Centre, Plymouth PL1 2AA.
When will my pass expire?
Your pass expiry date is on the front of your concessionary bus pass. Different people and passes will have different expiry times so that passes expire at different times. This is so that we don't have to issue all the passes at one time. We have to reissue passes on a three to five year rolling programme.
What happens if I'm eligible for more than one reason?
If you are eligible for a pass for more than one reason (for example you are of pensionable age and have a disability) then you will be issued with the most appropriate pass at the time of application. Residents of pensionable age will automatically be registered for an age related pass.
How do I renew my pass when it expires?
We will automatically renew passes where they have been issued on the grounds of age. Please let us know if your personal details change so that we can make sure you recieve your new pass. Passes issued on disability grounds will need to be renewed in person at the Civic Centre Reception, and you will need to bring up-to-date proof of eligibility. You can renew your pass up to 10 days before the expiry date on the current pass.
Who pays for the scheme?
We repay bus companies for all concessionary travel undertaken on local bus services starting within the city boundary. This includes trips taken by Plymouth and non-Plymouth residents.
How do bus operators get paid?
We repay bus companies direct for every concessionary travel trip taken. This reimbursement is a percentage of the commercial fare that would be paid in the absence of a concessionary scheme.
We are legally obliged to repay operators to ensure that they are no better or worse off through participating in a concessionary scheme and have to repay any extra cost incurred in delivering a concessionary scheme (for example enhancements for frequency, capacity, wear and tear, fuel consumption etc).
Why do other areas get different concessions?
Every local authority responsible for delivering concessionary fares has the ability to offer enhancements beyond the legal minimum. The increased costs of such an enhancement have to be considered.
How are my personal details used?
Under the Data Protection Act 1998, the information and the photograph you provide with your application for a concessionary bus pass will be recorded by us and will be used to provide this service, to assist in the arrangement of other Council services to you and to meet its legal obligations.
If you agree your contact details will be passed to bus companies operating within the council area so that they can supply you with details of their services.
If you require more information about the use of your personal details by the Council please contact the Corporate Information Manager, Civic Centre, Plymouth PL1 2AA.