What tickets are available?
We offer a wide range of ticketing options to suit your travel needs – including travel card offers for frequent passengers, and discounts for students and young people. More details are available here.
My child is under 19, but is mistaken as being older. What should I do? To verify eligiblity, we request identification (whether purchasing tickets on-bus or from our Travel Centre). We suggest the Young Scot Card, as a nationally recognised proof-of-age scheme - but we also accept other forms of photographic ID (as long as their date of birth is clearly displayed).
Is my child entitled to reduced fares?
Last year, we extended the availability of discounted travel. In addition to children (5-15), young people (16-18) now benefit from lower fares too - meaning we've got the kids covered until their 19th birthday.
What is the next step once I have applied?
You will be given the opportunity to pay for your first ticket by credit / debit card so you benefit from our services within 5 days of receiving your application.
Your direct debit application will take approximately 10-15 days to process. You will receive a welcome letter confirming your details and payments timescales. Your next ticket will arrive 5 working days before the expiry of the first ticket and payment will be collected from the bank account details supplied.
Is my application accepted automatically?
A Credit Reference Agency will be asked to confirm the name, address and credit status of the person paying the Direct Debit.
When will the money be taken from my account?
The first direct debit payment from your account will be taken on the initial start day of your ticket, for instance if you selected a start date of 1st August 2013 (you will pay for this ticket by credit / debit card) your direct debit will be collected on 1st September 2013 for the subsequent ticket. This calendar date will then be the date your debit payment is made for every month that you are a member of the scheme. If this falls on a bank holiday, your payment will be taken the next working day.
Why does West Midlands Travel Ltd appear on my bank statement?
West Midlands Travel Ltd is the legal entity for our Card Systems Department based in Birmingham who manage the Direct Debit Scheme on behalf of Xplore Dundee.
Can West Midlands Travel Ltd change the amount they take out of my account?
We will only collect the authorised amount. If the amount changes, we will notify you in writing at least 10 working days in advance.
What if my ticket does not arrive in time?
If your ticket has not arrived 5 days before your current ticket expires, please contact the Direct Debit Team on 0121 254 6322 or email us at firstname.lastname@example.org. We will not refund travel tickets that have been purchased as a result of tickets not arriving due to a delay in the postal service.
I already have a photocard do I still need to send in a photograph with my application?
Yes. All photographs are scanned into our system, so that if you ever lose your ID card we can send out a replacement, subject to an administration fee. You will need to either upload or send a passport sized photograph with every new application.
What if I lose my ticket or it is stolen?
Please take all reasonable steps to keep your season ticket safe. Please report any loss or theft to us immediately. You can contact the Direct Debit Team on 0121 254 6322 and order a replacement ticket and / or photocard. A replacement fee of £6 for each section will be required for payment by credit / debit card. Refunds will not be given for any additional tickets purchased.
What if I forget my ticket?
It is your responsibility to have a valid ticket with you for any journey you make. Unfortunately refunds will not be given for any tickets purchased under these circumstances.
Can I cancel my Direct Debit?
Yes. You must give at least one month's notice. You will be able to email us at email@example.com .
Where can I find timetables?
Timetables for every service in the Xplore Dundee network are available on our website. Simply type the service number you need into the search bar on the home page and all the information you require will come up.
Do you run school buses?
We run a variety of school buses on behalf of Dundee City Council, serving both Harris Academy and St Pauls Academy. These are registered as local services which members of the public are also entitled to use.
What information will I need to provide?
You will be asked for the following information and it is important that this is provided in full.
- Full Name
- Full Address
- Telephone Number
- Email Address
- Credit / Debit Card Information
- Date of birth (for security reasons)
- Colour Passport sized photograph that can be uploaded or posted to us for production of your photocard.
How do I pay?
Payment can be made using most major credit and debit cards, including Visa, Electron, Visa Debit, Mastercard, and Maestro. Unfortunately we do not accept American Express.
Payment will be processed by our payment service provider Sage who operate a secure online payment service. You may be asked for your 3D secure details if your card issuer has already asked you to assign them.
How do I know my payment has been successful?
You will be presented with a confirmation once your payment has successfully processed. You can print a copy of this for your records. Also, please check your email address you supplied at time of registration for your payment confirmation email. Once you have received this then your transaction was successful.
Is the information I supply secure?
Yes, we adopt strict controls over security of all its websites. Our sites are regularly checked by security experts to ensure that they are updated for all aspects of internet security.
How will I receive my ticket?
We will post your ticket to the address provided using Royal Mail, first class post - from time to time we may send post first class recorded signed for delivery.
I have purchased a ticket and my details have changed, what should I do?
Log in to My Account and here you can update your details. For security reasons some changes you will need to contact us at firstname.lastname@example.org. We are introducing new features to the My Account facility soon - please check from time to time.
I need to travel somewhere new. Where can I ask for help to plan my journey?
Are all tickets available on-bus?
No, drivers can only issue single fares, daysavers, adult weekly/10 journey travel passes and one-week smart-card top-ups. The full range of all ticketing options are available online or from our Travel Centre on Commercial Street.