Frequently Asked Questions

How Travelcards work and how to use them

How can I get an Adult Travelcard?

  • Online: Order one online now through our website. Your new Travelcard will be sent to you by post within 5 working days.
  • First Bristol and Bath travel shop: These are managed by First Bristol and Bath. Please visit the First website to find more information.
  • Metrobus iPoint: When purchasing multi journey or multi day tickets (such as a week ticket or a pack of 5 day tickets) at an iPoint these will be provided to you on a Travelcard which can then be registered on our website

How can I get a Child, Young Person/Student Travelcard?

Order one online now through our website. Your new Travelcard will be sent to you by post within 5 working days.

I added tickets to my Travelcard, how do I use them?

To use your Travelcard simply hold the card to the machine on the bus. If you have more than one ticket on your card, advise the driver of which ticket you would like to use.

Please note: If you bought your tickets for an existing card rather than a new one, you will need to collect them before use. When buying tickets online, you’ll be able to collect them at a metrobus iPoint 2 hours later, or at Bristol Park & Ride sites and certain buses* from 6am the following day (when ordered before 11pm).

*not First bus, Stagecoach bus and metrobus services.

I added Pay-As-You-Go balance to my Travelcard, how do I use it?

First collect your balance at a metrobus iPoint, or on any of the following bus services:

  • Abus
  • Carmel
  • Faresaver
  • Somerbus
  • BCT (Bristol Community Transport also known as CT Plus)

To use your Pay-As-You-Go balance on the bus simply hold your card to the reader on the bus and inform the driver you wish to buy your ticket with Pay-As-You-Go balance.

To buy tickets at a metrobus iPoint using Pay-As-You-Go simply place the card on the holder, select which ticket you wish to buy and select pay with sQuid.

Have a look at How to use and choose your ticket to find out more.

I have a Travelcard but I haven’t registered it yet, how can I do this?

If you already own a Travelcard but you have never registered before, please click the ‘Already got a smartcard’ button on the login page of our website to register.

It’s important to register your Travelcard. Registering protects your ticket balance in case your card is lost, stolen, or damaged.*

*Only the ticket balance on the card at the time it is reported online, and a replacement requested, are protected.

What services accept Smartcards?

Can I continue using my old smartcard (with a pink triangle in the corner) on metrobus?

You can continue using these cards, however:

  • Old Park & Ride tickets are not valid on metrobus
  • You cannot top up online, please send an email to contact@swsal.co.uk to get a free replacement card linked to your account
  • You can add tickets at an iPoint and use on bus as normal

Buying online

When will tickets become available on my Travelcard when I buy online?

When buying online, you’ll be able to collect your tickets at a metrobus iPoint 2 hours later, or on the bus* and Bristol Park & Ride sites the following day from 6am (when ordered before 11pm).

*Except First buses and metrobus services.

I need tickets immediately so can't wait to collect my tickets. Is there another way to get my tickets?

There are other ways to buy tickets, such as on the bus or at metrobus iPoints. Have a look at our page How to use your Travelcard and choose the right ticket for your journey to see which ones are available.

What payment methods are accepted?

Credit or Debit. Payment options are displayed as part of the payment process.

What is the difference between Active, Pending and Expired tickets?

  • Active tickets are ready to be used.
  • Pending tickets are awaiting collection/activation. To do this you must collect your ticket at a metrobus iPoint 2 hours later, at a Bristol Park and Ride site or on bus (except First buses and metrobus services) from 6am the following day (if bought before 11pm the previous day).
  • Expired tickets are no longer valid. You cannot re-activate an expired ticket.

Do I get an invoice when I buy online?

You will receive an email confirmation which should be kept as proof of purchase

 

 

Buying Tickets

What tickets are available and which ones can I buy online?

What’s Pay-As-You-Go (epurse) and how do I use it?

Can I buy tickets on the bus?

Yes, you’ll be able to add certain tickets to your Travelcard on the bus* using cash or Pay-As-You-Go balance. Have a look at How to use and choose your ticket to find out which tickets are available on the bus.

*You can’t buy tickets on metrobus services. Metrobus is a buy-before-boarding service.

Why can’t I buy tickets on the metrobus services?

Metrobus is a buy-before-boarding service, which means tickets can only be bought before boarding the bus service. However, there are iPoints available at each metrobus stop which accept bank cards and Pay-As-You-Go payments.

Can I buy tickets for children?

Yes, you can use your online account on this website to add tickets onto the child’s card.

Can I buy tickets for another adult?

Yes, you can use your online account on this website to load tickets onto someone else’s card. All you need to know is their card number.

Once you add the tickets to their card the same waiting period for collection of tickets apply as the ones detailed on the FAQ When will tickets become available on my Travelcard when I buy online?

Do tickets or balance on my Travelcard expire if I don’t use them?

  • Unused tickets will expire 6 months after purchase.
  • Pay-As-You-Go balance will never expire, but administration fees may apply after 12 months. Please visit sQuid for more information.

Why are there so many different instructions for how to buy and use tickets?

Costs and terms of use of tickets are set by the individual operators and are out of Travelwest’s control.

Troubleshooting

What if my Travelcard gets lost or stolen?

If you have previously registered your Travelcard, email contact@swsal.co.uk to report it as lost. Tickets or balance in the Travelcard will only become protected once you report it as lost.

If you’ve never registered your lost Travelcard, get a new one by following the instructions on the FAQ How can I get an Adult Travelcard? at the top of this page. If you choose not to order online register your new Travelcard as soon as you get it to protect your balance and tickets against future loss or theft.

Any remaining tickets or balance in an unregistered Travelcard are not protected in case of loss or theft and cannot be transferred to a new Travelcard.

What should I do if my Travelcard is not working as expected?

Make sure your Travelcard has the right tickets for your journey, or that you have enough Pay-As-You-Go balance to buy your ticket. You can check this on your online account, on the bus; at a Bristol Park and Ride site or at a metrobus iPoint.

If, after confirming all the above is correct, you are still experiencing problems please contact us.

Please note that if your Travelcard is not working correctly, or if you don't have a valid ticket or enough money on your card when boarding the bus, you will be asked to pay the correct cash fare to the bus driver.

I bought or used a ticket, or balance, on the bus but my online account doesn’t show it.

It can take approximately 24 hours for your online account to show any activity on board bus services.

Where is the Travelcard I ordered online?

You card should arrive within 5 working days. If you have been waiting for longer than this, please contact us.

Who do I contact to report an issue with the website?

Please visit our Contact Us page.