How can we help?

Everyone on board needs a ticket, even if it's free — that's how we know who's travelling and keep a space for them.

Fares can rise a little as a coach fills up and as the day gets closer, so booking early is usually cheapest. The price you see at checkout is the price you pay, and we cap every route so it never runs away. Buying on board is possible when there's space, but costs more — compare on our fares page.

No. Show the QR code on your phone — a screenshot works if you're worried about signal. If your phone dies, tell the driver your name and booking reference and they'll find you on their list.

We keep your seats for 10 minutes while you check out. If the payment doesn't go through in that time, they go back on sale.

Yes — the whole booking, one journey, or just some passengers, right up until your coach leaves your stop. Open your booking and choose “Cancel”. You pick how the money comes back:

• Ride2 credit — instant, never expires, and comes off your next booking automatically. You need an account for this.
• Back to your card — usually 3–5 working days, depending on your bank. Any credit you used goes back to credit.

If you used a promo code, the discount was shared across your tickets, so we refund what you actually paid for the ones you cancel.

Yes, and changing is free — you only ever pay the difference in fare. Pick a new departure between the same places up to a week either side, and if the new fare is lower we give you the difference back. You'll get a new booking reference and new tickets, and the old ones stop working.

We'll tell you by email (and text, if you've asked for texts) as soon as we know. Open your booking to move to another departure for free — even if it costs more — or get a full refund. This works even after the original departure time, so there's no rush. Today's disruption is always on our service status page.

Yes. Use the “Manage booking” link in your confirmation email, or find your booking with its reference. If you later sign up with the same (verified) email address, you can add past bookings to your account from My rides.

If your coach reaches the end of its route 30 minutes or more behind schedule, we refund the fare for that journey automatically — to your Ride2 credit if you have an account, or back to your card if you booked as a guest. There's nothing to claim and no form to fill in; you'll get a message when it's done.

You'll always see honest live times on your ticket and tracker, and we send updates when a delay grows.

If a late Ride2 coach makes you miss another Ride2 coach on the same booking, show your ticket to the next driver and they'll get you on the next departure with space, at no cost. If there isn't one that day, call us and we'll sort something out.

Yes. Every Ride2 coach has a wheelchair lift and a dedicated wheelchair space that you can book online at no extra cost — just tick “wheelchair space” when you search. Booking guarantees the space is yours. Our drivers are trained to operate the lift and are happy to help. Most wheelchairs and small mobility scooters fit; if you're not sure about yours, contact us before you travel and we'll check.

Every stop page lists step-free access, shelter, seating, lighting and live displays, with directions to the exact stance. If something's wrong at a stop, tell us and we'll chase it.

Always, free of charge. Other well-behaved dogs are welcome too, on a lead and on the floor, one per passenger.

Tell the driver when you board — they can help with luggage, let you know when your stop is coming up, and give you extra time. If you'd like us to know in advance, get in touch. Read our full accessibility statement.

One large case in the hold plus a small bag you keep with you. Bringing more, or something unusual like a pushchair or instrument? It's usually fine if there's room — ask us before you travel if it's bulky.

Yes — most coaches carry two bikes. Book a bike space when you book (it's free) so we keep one for you; wheelchair users have priority for shared spaces. Folding bikes go in the hold as luggage and don't need a space.

Open your booking and tap “Live tracking”. Tracking starts 90 minutes before departure: you'll see a countdown, the coach on a map, its number plate so you know which one is yours, and live times for every stop. You can watch every coach on our live map too.

Yes — tap “Share my journey” on the tracker. The link shows the coach and your arrival time, and nothing else about your booking.

Coaches send their position every few seconds, but signal drops in some glens and tunnels. We show how old the location is and warn you if it's getting stale; times on the page keep updating from the timetable and any delay the driver has reported.

A quieter stop the coach only calls at if someone's booked to get on or off. Booking tells the driver to stop; if you're buying on board, wave clearly as the coach approaches.

No, you can book as a guest. An account gives you Ride2 credit (for instant refunds and automatic delay credit), saved passengers and cards, saved journeys and all your rides in one place.

Never. It's used automatically at checkout (you can switch that off), and you can see every penny in and out on your credit page.

Contact us and we'll do it within a month. We keep booking records we're legally required to hold; see our privacy notice for the details.