Helping Hand Scheme FAQ's

Q1.

How much will this cost me?

A1. The card is free of charge. A valid ticket or concessionary pass is still required for travel.

Q2.

I am a carer for my child who is disabled. Can I apply for a card on that basis?

A2. Yes, we will discuss a customer's needs with themselves of their representative such as their guardian, social worker, teacher or carer.

Q3.

My card says that I need a priority seat. If someone is sitting in the seat can the driver make the customer vacate it in order for me to sit down?

A3. Unfortunately whilst we can ask, we cannot make anyone vacate a seat for another customer. The card will however inform the driver you require a priority seat and therefore will allow the driver to assist and ask other customers to vacate the area.

Q4.

I have lost my card. What can I do and will I have to pay for a replacement?

A4. There is no charge for a replacement card. If you ring our customer services on 01273 886200 or email helpinghand@buses.co.uk we would be happy to send a replacement.

Q5.

I don't live in Brighton and Hove, how can I get my free card?

A5. If you ring our customer services on 01273 886200 we would be happy to assist and advise you.

Q6.

My card asks for the driver to lower the ramp, but I also want a card that says to wait until seated before pulling away. Can I have two different cards?

A6. We will work with you to agree the wording that assists you the most. A lot of our cards can carry two different messages on them however if the messaging does require two cards, we will provide them.

Q7.

The driver read my card and didn't follow the request. What now?

A7. We aim to provide the highest standards of professional service and we will investigate any problems that you may have so that we can improve the scheme. Please contact us on 01273 886200 and we will be able to help you further.

For information on any of our services or fares please call our customer services team on 01273 886200.

Phone lines are open:

Mondays - Fridays ~ 7am - 7pm

Saturdays ~ 8:30am - 5:30pm

Sundays and Bank Holidays ~ 9:30am - 4:30pm

Click here for our Christmas opening hours

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