Helping Hand Scheme FAQ's


How much will this cost me?

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


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, key worker, teacher or carer.


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 the drivers can ask they cannot enforce someone vacating their seat for another customer. Many customers are finding the card very helpful to show fellow travellers when on board the bus. This has really helped many customers with hidden disabilities.


I've applied for the Helping Hand card. What will now happen with my personal data?

A4. Your card will be dispatched to the given address with all details filled in on the card provided at the time of application. This includes your name and emergency number, if provided. Immediately after the card is dispatched your data will be deleted.


My local bus operator isn't Brighton & Hove Buses. Who do I speak with about the Helping Hand card?

A5. You can speak either directly with your local bus operator, who will be happy to help and advise, or alternatively you can contact Brighton & Hove on 01273 886200.


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

A6. There is no charge for a replacement card. If you ring our customer services on 01273 886200 or email we would be happy to send a replacement.


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

A7. If you ring our customer services on 01273 886200 we would be happy to assist and advise you.


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?

A8. 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 can arrange when needed.


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

A9. We aim to provide the highest standards of professional service and we will investigate any feedback that you may have in order to improve the scheme. We would also welcome hearing how Helping Hand has assisted customers as this helps to improve the overall 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

night bus map