Coronavirus Update Close

Following government announcements on the roadmap out of lockdown and plans to gradually restore greater normality to everyday lives, we're making plans to get more services back on the road, including school services from 8th March. Please continue to check our latest timetables page for more information.

Let's keep working together to make travel as safe as possible. We're still doing enhanced cleaning and limiting available seats. You can help by avoiding busy times, using contactless payment where you can, keeping your distance and taking your litter with you.

You must wear a face covering throughout your journey, unless you are exempt.

Find out more on our travelling safely pages for England, Wales and Scotland. You can keep up to date by checking our main Coronavirus page.

Stagecoach

Ticket refunds

Q. How long will it take to buy tickets online?

A.  It only takes a few minutes to buy your ticket online and, if you already have a registered StagecoachSmart card, your ticket will be ready to use within 48 hours (or at a later date that suits you). If this is your first time buying a ticket online or you need a new StagecoachSmart card, we'll post it out to you and it'll be with you in 3-5 working days. Don't forget to reuse your StagecoachSmart card each time you buy a ticket. 

Q. Can I cancel my ticket once I've bought it?

A. It depends on whether or not your ticket is active. If you've not activated it yet, then yes, we can give you a full refund. If you've already activated it, we'll refund the remaining value of your ticket, minus a £15 cancellation fee. We'll get in touch with you if you have less than £15 left on your ticket as you may be able to use the remaining value for a future ticket. We're not able to refund an expired ticket.  Your money will be refunded on to the same payment method you used to buy your ticket within 3-5 working days of being actioned. Request your refund.

Q. Can I change my ticket after I've bought it online?

A.  You can't change your ticket but you can request a refund and buy a new one. If you've not activated the ticket, you'll get a full refund. If you've already used part of your ticket, you'll get a refund for the remaining value, minus a £15 cancellation charge. Request your refund.

Q. Can I change my ticket after I've bought it on the bus?

A.  We'll need your StagecoachSmart card number and details of the ticket you bought on board. Your refund request will be reviewed on an individual basis by your local Stagecoach team. Request your refund

Q. Can I pause my ticket?

A.  Some of our tickets can have their value saved to be used towards a future ticket. Get in touch with us a [email protected] with details of your StagecoachSmart card and we'll let you know what the best option is for you.

Q. Why am I not eligible for a refund?

A.  If your refund request has been denied, it's likely that your ticket had already expired. If that's not the case, or you'd like us to check again, get in touch with us at [email protected] with details of your ticket and we'll look into it.

Q. Why is there a £15 cancellation charge?

A. Many of our tickets have a built-in discount that lets you travel for longer for a lower price. If you choose to cancel your ticket early, you're no longer eligible for that reduced fare. The standard £15 cancellation fee covers you for any difference in price there would have been if you'd bought the tickets at the regular rate for the amount of time you actually used it. 

Q. What do I do if my StagecoachSmart card is lost/stolen/faulty?

A.  As long as your StagecoachSmart card is registered to your Stagecoach account and there are more than 5 days left on the ticket, we can transfer the ticket to a new card. We'll send it out to your delivery address and it'll take 3-5 working days to arrive. If you haven't registered your StagecoachSmart card, we won't be able to replace your ticket. Register your StagecoachSmart card.