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FAQs

FAQs

Q. How can I plan a journey?

A. Go to our Journey Planner found on the homepage. Enter the start point of your journey, your destination along with the date and time you wish to travel. There is also the option to select whether you would like to travel by bus, train or direct only, as well as the option to enter your average walk speed and desired number of stop changes. When you then click ‘Plan my journey’, you will be provided with the available routes for your journey selection. Click on your preferred time, and the full journey details will be displayed.

Alternatively, you can plan your journey by calling our Contact Centre on our freephone number 0800 464 0000 between 07:00 and 20:00 daily, who are on hand to help with any journey queries you may have. We operate a reduced service on Christmas Eve, Christmas Day, Boxing Day, New Year’s Eve and New Year’s Day.

 

Q. How do I find timetables?

A. If you go to our Timetables page, you will be able to search for timetables by their service number. Then click on the ‘Search’ button and you will see a list of timetables matching your searched service number. Select the relevant timetable (you will be able to see the localities which each service serves) to see the full timetable and a route map. Click ‘Show all stops’ if you would like to see all stops along the route.

There is also an option at the top of the page to download a PDF version of the timetable, as well as a ‘View Disruptions’ button to access travel disruptions that may affect your service.

 

Q. How do I use the Bus Stop Finder?

A. Enter your desired search location or postcode into the search box on our Bus Stop Finder and the interactive map will display bus stops located in that area. Click on the small red arrow icons (these represent the bus stops) to see the next departing bus services from that stop. You can click on these bus service numbers to access the service timetable in full.

 

Q. How do I register an account and what does it do?

A. On the top right-hand corner of your browser screen, select the ‘Customise My Journey Button’. You can then fill in the registration form to set up your account. Having an account will allow you to save your favourite stops, journeys and timetables, making them easily accessible straight from your account. You will also be able to view disruptions for services you have selected as a favourite.

Within the preferences section of your account, you can amend your default Journey Planner search settings. This includes increasing or decreasing your maximum walking distance in metres that you are able to make as part of your journey. Increasing this limit will allow the Journey Planner to show a wider variety of search results.

 

Q. How do I save my favourite journeys, timetables and bus stops?

A. Once you have found a journey, timetable or bus stop through the website, there will be an option on the page to ‘Add to favourites’. If you click this, the journey, timetable or bus stop will appear in your account.

 

Q. How do I search for disruptions?

A.Our dedicated disruptions page will show you all planned public transport disruptions that we have been made aware of by transport operators and local authorities. Please click on the relevant disruptions to your journey to see how your service will be affecting and alternative transport options in place (this may be a service diversion, alternative bus stops in use, shuttle services etc.).

Disruptions relevant to your journey will also show on your Journey Planner results page and on your service timetable. Please click these disruptions buttons to see how your services may be affected.

 

Q. What are ‘My disruptions’?

A. When you have a favourite journey, timetable or bus stop saved in your account, ‘My disruptions’ will only display disruptions in place for the services that you have in your favourites.

 

Q. Where can I find fare information?

A. For most bus journeys, you can now discover your cheapest ticket option depending on your journey type. This includes single, return, day, weekly, monthly, journeys using a mytravelpass and more.

Simply use our Journey Planner to look for route options between your chosen locations, click the ‘View Fares for this Service’ button at the bottom of your search result box and discover what ticket option is best value for money for your bus journey. This includes journeys that involve using multiple buses.

For train journeys, you will be directed to the train operator website from our Journey Planner to access your fare options and purchase tickets.

Alternatively, you can get in touch with our Contact Centre on 0800 464 0000.

 

Q. Where can I get my Welsh Concessionary Bus Pass?

A. If you are aged 60 or over or have a disability, you are eligible for free travel in Wales through the Concessionary Bus Pass scheme. You can apply for your bus pass on the Transport for Wales website or ask a friend, family member or someone you trust to apply online on your behalf.  Online is the quickest way to apply and receive your card.

If you have any queries, please speak to your local council or call 0300 303 4240 to find out where local support is available. Please be aware that you won’t be able to apply by phone.

 

Q. Where can I use my Welsh Concessionary Bus Pass?

A. You can use your Welsh Concessionary Bus Pass on all local bus services in Wales. You cannot use your Welsh pass for travel in England and you cannot use your English pass for travel in Wales.

Please be aware that your concessionary pass cannot be used on coach services such as National Express or Megabus. National Express do offer a Senior Coachcard for people over 60, which you can find more details here by clicking here.

Please see the links below for information on concessionary passes from the following local councils:

If you wish to see more information regarding the concessionary travel pass, please see the Welsh Government website here.

 

Transport for Wales

If you have a Concessionary Travel Pass from a Welsh Local Authority, you can travel for free on many Transport for Wales trains. 

You can travel between:

  • Wrexham – Hawarden Bridge
  • Machynlleth – Pwllheli (Cambrian Coast line) – October to March only
  • Llandudno – Blaenau Ffestiniog (Conwy Valley line)
  • Shrewsbury and Llanelli/Swansea (Heart of Wales Line) – October - March only

You will need to get a free ticket from the ticket office before you travel or from a Conductor on the train if there is no ticket office.

You will also get 1/3 off tickets to travel on the Cardiff and Valley network after 09:30 Monday - Friday and any time at weekends and bank holidays.

For more information, please visit the Transport for Wales website.

 

Q. Where can I find information about travelling with a disability?

A. Traveline Cymru attempts to provide as much information as possible regarding travelling with a disability. Please visit our Travellers with a Disability page for more information.

 

Q. How do I make a complaint about a bus company?

A. To make a complaint about a bus service, in the first instance, please contact the bus operator directly. You can find the name of your bus operator at the bottom of your service timetable. If you are unhappy with the response you receive or do not hear back from the operator within 14 working days, you can escalate the complaint to Bus Users Cymru. You can email them at complaints@bususers.org or fill out their online complaints form here.

 

Q. How do I make a complaint about Traveline Cymru?

A. For complaints about any of the Traveline Cymru services, please email us at feedback@traveline.cymru and we will aim to get back to you within 5 working days. Alternatively, you can put your complaint in writing to:

Traveline Cymru Complaints
Traveline Cymru
PO Box 83
Cardiff
CF11 1NA