Whether you have a question about our booking app or how to pay your fare, you`ll find the answers to commonly asked questions below. Please also view our animated video for guidance with using our booking app.
Our telephone helpline on 01225 712900 is also open 9am-5pm, Monday to Friday.
Follow these steps using your mobile phone or tablet:
1. Download the Wiltshire Connect app from the Apple Store or Google Play Store.
2. You`ll be asked to provide a Mobile phone number and you will be sent a verification code as part of the registration process.
3. Enter the requested information including your Name and email address if available.
4. Please give permission to allow notifications in our app so that we can keep you updated on service running information and promotions.
If you don’t have a smartphone or Android tablet, you can register by calling 01225 712900.
If you have special requirements, such as mobility restrictions or other disabilities that you’d like our drivers to be aware of, please call so that we can update your account. A home pick-up may be possible to arrange in certain circumstances.
Once you have downloaded the App and registered, follow these steps to book a ride: (You can also book by phone on 01225 712900).
The Wiltshire Connect passenger app is available for Apple iOS (iOS 12 or higher) iPhone or Android (Android 6.0 or higher) Smartphone or Tablet. Please note: The app is not compatible with an Apple iPad device.
A web-booking portal will also be available shortly.
Yes! Our booking line is available on 01225 712900 and is open on Monday to Friday 9am-5pm. If you wish to book or cancel a ride for a Saturday please do so by 5pm Friday. If you book by phone, we will also send a SMS text message with the ride details.
We recommend passengers allow a 10-20 minute buffer for delays when booking a ride that requires a specific arrival time. This could be for a connecting bus or rail service, an appointment, or for work/education.
To do this, when booking a ride in the app, select the Arrival option and this will ensure that the arrival time is not adjusted. (Although your pick-up time may be moved later to accommodate other passengers). If booking over the phone, please ensure you inform our Advisor that you need to be at your destination for a specific time so that the ride is booked correctly.
If you have booked a ride with a departure time, the pick-up time provided at the time of booking is an estimate and is based on a 10 Minute pick up window. Please be at your pick-up point in plenty of time.
If you have booked a ride with an arrival time, your latest arrival time is fixed and you will be given the earliest possible pick up time. The actual pick-up time on the day could be later (subject to other passenger rides) and you will receive a notification advising of the actual time closer to the pick-up.
If your pick-up time is delayed on the day, you will receive a notification on the App and/or SMS Text message. Please treat delay notifications as guidance only as vehicles can pick up time again.
Our booking platform automatically searches 45-60 minutes either side of the preferred time you have asked for in our app or if you have booked by phone. If a ride is showing as unavailable and you are able to travel earlier or later in the day please adjust your time and try again. We will be adding extra vehicles to our on-demand service throughout the Autumn and we will be monitoring availability closely.
All rides are subject to vehicle availability.
Yes, all of our vehicles are low-floor and/or accessible. If you require to travel with a Wheelchair or mobility aid, please ensure that when booking in the app, you edit the passenger details to indicate that a Wheelchair or Walker is required. If booking over the phone, please ensure you inform our Advisor as it is important that we provide our drivers with sufficient time to safely board and alight you.
A pick up and alight closer to home may be possible for passengers who have mobility problems or live in an isolated location. Please call our friendly booking team on 01225 712900 to enquire.
Our drivers can also provide assistance with boarding and alighting the vehicle if you need a helping hand.
In our app, from the main menu go to Booked Rides and select the ride you wish to cancel. Click on details in the bottom right hand corner and then cancel ride. You will be asked for a reason for the cancellation. You can also cancel by phone as well.
You can amend the number and type of passengers travelling on a ride you have already booked. To do this in our app, from the main menu go to Booked Rides, select the ride you wish to adjust and then click on the green person icon on the right hand side. Here you can adjust and amend the passengers travelling.
If you wish to change other details of a pre-booked ride including the pick up and drop off location, please cancel the ride and then re-book with the new details.
Amending and cancelling rides can also be done over the phone however if you wish to change a ride booked for a Saturday, please do so before 5pm on a Friday.
Yes, when booking a ride in our app, click on the Star symbol alongside the stop/location and this will add it to your favourite list.
In addition when booking, you can also set an address or location as your Home or Work location.
Adult single tickets are priced at either £2 or £3 depending on the length of the journey and children & young people aged 5-21, are charged at half the normal Adult fare. (Under 5s are free).
Please note the £2 fare cap applies until the 31st December 2024 so all Adult single tickets are £2 until this date.
10 Journey tickets are also available to purchase for both Adults and young people offering a further discount.
Adult tickets can be purchased in the app or with cash or contactless payment card with your driver on board. Child and young person tickets can only be purchased with the driver on the vehicle.
From the main menu in the app, go to Payment and add your credit or debit card by selecting the Credit cards option.
Once your payment card is added, when you book a ride in the app, the option to pay with your card will be shown. Payment is taken when the ride is successfully carried out.
You can also buy a single or 10 journey Adult ticket by selecting Passes on the Payment menu. You will then be presented with the ticket products available. Please ensure you buy the correct ticket for your journey. Zone 1 is £2 for an Adult single ticket or £18 for a 10 ride ticket and a Zone 2 ride is normally £3 for an Adult single ticket or £26 for a 10 ride ticket.
Please note the £2 fare cap applies until the 31st December 2024 so all Adult single tickets are £2 until this date.
Child and young person tickets can only be purchased on board the vehicle with your driver.
In the app, go to Payments and Credits. Select Redeem a code and then enter the code you have. The code and any discount will then apply to the next ride you book.
If you book your rides over the phone, please advise the Booking Advisor what your promo code is and the discount will be applied.
Yes, dogs can travel on lead on our vehicles. We do not charge for dogs.
Yes – Concessionary bus passes are accepted on all of our services after 9am on Monday to Friday and all day Saturday.
Yes – In the app, passengers can track the current location of their vehicle and see when it will arrive. In addition either a SMS Text or push notification in the App will provide an update on the expected arrival time.
That`s great to hear! At the end of each ride, passengers have the option of providing a rating for certain aspects of their journey including the driver and can also give their comments.
On the app, you can track your vehicle as it arrives. We ask all passengers to arrive at their pick up point on time and unfortunately vehicles cannot wait more than 60 seconds for passengers to turn up.
If the vehicle has left you can either re-book a new ride on the app for later or call our helpline on 01225 712900.
Please note: No shows will be logged by the driver and passengers can be excluded from using the service for a period if 3 No shows are logged in a calendar month.
We advise passengers to allow a 10-20 minute buffer for delays when booking a ride from another public transport service.
If you are connecting from a late running bus or rail service which will impact your Wiltshire Connect ride, please send us a SMS text through the app with your revised arrival time. You can do this by going to the main menu, go to Support and then SMS support. Alternatively you can contact our helpline on 01225 712900 on Monday to Friday between 9am-5pm.
If there is a significant delay, you may wish to cancel your existing ride and then try to rebook for later.
We`re sorry to hear this. You can contact us by:
You can board our timetabled/semi-flexible services without pre-booking from most stops however locations shown as P on the timetable require Pre-booking. This can be done through our app or by calling our booking helpline.
