FAQs

FAQs

General FAQs

Please see the information below on popular questions to Compass Travel. If you cannot find what you are looking for please call our Enquiry Office during office hours on 01903 690025.

Compass Bus services accept contactless payments via Visa and MasterCard cards with the contactless symbol, as well as Apple Pay and Google Pay. American Express is not accepted. While contactless is preferred, cash payments are still accepted. If paying by cash, it’s recommended to have the exact fare, as drivers may not always have change. If they cannot provide change, a voucher will be issued for future use or exchange with another driver.

Contactless payment is a quick, secure way to pay for bus tickets using Visa or MasterCard cards, Apple Pay, or Google Pay, up to £45 per transaction. It eliminates the need for cash and change. To use contactless, simply tap your card or device on the ticket machine. Most cards with the contactless symbol work, but American Express is not accepted. Payments for tickets above £45 require cash. If there are issues with a payment, it may be pending or partially charged but will settle within 48 hours.

If payment fails, it may be due to card issues or fraud prevention measures. Contactless transactions are secure, with encrypted data and fraud protection. If a card is blocked due to insufficient funds, it can be unblocked once the debt is cleared. A receipt will be provided for each transaction.

Tickets purchased on an app must be validated before boarding the bus, when boarding the bus you must scan the code on the app on the ticket machine. Tickets purchased on the app can only be used with the specific terms and conditions of that ticket; for more details please see  our website.

The Compass Travel app provides you with live bus times, smart journey planning and detailed route maps ensuring a seamless and convenient travel experience across West Sussex, East Sussex and Surrey.

Whether you’re commuting to work, heading to school or just exploring, the Compass Travel app makes sure your journey is as smooth as possible with real-time information and easy-to-use features.

Customers are asked to take care to ensure that they do not leave any personal items on any vehicle. If anything is found on a service, it should be handed in to the driver, or failing that to a Company office as soon as possible. Drivers search their vehicles for lost property, and anything found is handed in to the local office. If something has only just been lost, it may be possible to claim it back from the driver if they are satisfied that the person concerned is the rightful owner. If this is the case, the driver must be provided with a name and address, and this information will be passed on to the Company.

 

If lost property is handed in, the Company is entitled to open any bags or packages in order to find out who the owner is, or how much the item is worth. If the owner can be traced, they will be informed that their property has been found.

 

Unclaimed items will be kept for one month, unless they are of a perishable nature, when they may be disposed of within 48 hours. The Company reserves the right to make a charge for the return of lost property. Lost property will be kept in safe custody until it is either claimed or disposed of, although no responsibility or liability can be accepted for any item or animal left on any vehicle.

Our buses are designed to be accessible for passengers with disabilities, young children, and those using pushchairs. Accessible buses have low steps for easy boarding and a designated area for one wheelchair. The wheelchair space accommodates a “standard reference wheelchair” (700mm wide, 1200mm long), and electric wheelchairs are allowed, but some types of wheelchairs such as mobility scooters are not safe for carriage. If in doubt, please contact our office for advice.

Our buses are designed to be accessible for passengers with disabilities, young children, and those using pushchairs. Accessible buses have low steps for easy boarding and a designated area for one wheelchair. The wheelchair space accommodates a “standard reference wheelchair” (700mm wide, 1200mm long), and electric wheelchairs are allowed, but some types of wheelchairs such as mobility scooters are not safe for carriage. If in doubt, please contact our office for advice.

Passengers using wheelchairs should secure the restraint system and face backwards in the designated area with brakes on. If the wheelchair space is occupied, then unfortunately it will not be possible to allow a further wheelchair customer to board.  

We welcome passengers with buggies and our accessible buses have low steps for easy boarding of pushchairs, drivers will assist by deploying ramps or lowering steps when safe.

 

Please make sure the buggy or pushchair does not block the gangway and apply the brakes. If a wheelchair user boards, pushchair users may be asked to fold their pushchair and vacate the wheelchair area.

The Helping Hand Scheme is a multi-operator initiative designed to assist customers with special needs, providing a free card to help communicate discreetly with bus drivers. The card allows passengers to convey specific requests, such as needing a ramp lowered, priority seating, or help with boarding, without verbal communication. The card is bright yellow for easy visibility and can also include emergency contact information. It is available to any passenger who may need extra assistance, and the card can be personalized with bespoke messages if required.

 

The card is free of charge, but passengers still need a valid ticket or concessionary pass for travel. The application process is simple, and forms are available online or at various locations. The card is credit card-sized, double-sided, and comes with a plastic wallet or lanyard for easy carrying.

 

For more details or to apply, passengers can contact Brighton & Hove Buses customer service. https://www.buses.co.uk/helpinghand The scheme aims to improve travel for those with disabilities or special requirements, ensuring better communication with bus drivers.

Buses will stop at all recognized bus stops, and in country areas, they will stop wherever it’s safe upon receiving a clear signal from passengers. Passengers waiting at undesignated stops, especially in the dark, are advised to wear high-visibility clothing and do so at their own risk.

Assistance dogs, including guide dogs and hearing dogs, can travel for free on Company vehicles. Other dogs or animals may be allowed at the driver’s discretion, provided they are not dangerous or disruptive. Animals should not sit on seats, and passengers must keep them under control on a lead or in a suitable container. The Company is not liable for the loss, death, or injury of animals, unless caused by negligence from the Company or its staff.

We regret that we are unable to carry fixed frame bicycles; folding bicycles will be carried subject to sufficient space being available and the bicycle being covered.

Passengers must enter and exit through designated doors and present a valid ticket or pass upon request.

 

Fare should be paid immediately upon boarding, and defaced or expired tickets must be surrendered.

 

For safety, passengers should not cause discomfort, throw items out of windows, or distract the driver.

 

Smoking, selling goods, and distributing materials are prohibited.

 

Do not engage the driver while the bus is moving, except in emergencies or to request a stop.

 

Passengers causing disturbances may be asked to leave, and loud music or tampering with equipment is not allowed.

 

These rules ensure a safe and comfortable ride for everyone.

Contactless FAQs

We have tried to answer all of your questions below, but if you can’t find what you are looking for please use the ‘Contact Us‘ section of this website to send us a message.

Contactless is a simple and secure way to pay for bus travel without needing cash. Contactless payments can be made for any amount of tickets up to the transaction value of £45.00 by placing your contactless card or device on the ticket machine’s blue reader.  The machine will beep when it has read the card or device at which point you can remove it again.

Look for the contactless symbol <![if !vml]><![endif]> on your credit, debit or pre-paid cards. Most new cards are issued with this feature, however, if you’re not sure whether your card is contactless enabled please check with your bank or card issuer.

 

You can also check whether your device is Apple Pay or Google Pay capable by searching for them on the relevant app store.

All Visa and MasterCard cards displaying the contactless symbol <![if !vml]><![endif]>, along with Apple Pay and Google Pay, can be used. Unfortunately, we do not accept payments by American Express.

 

If you’re using a pre-paid card, please ensure you have enough credit before trying to purchase your ticket as unfortunately this could result in your card being declined.

Yes, if you have enabled Apple Pay Express Travel Mode you can pay without having to wake or unlock your device, open an app or use Face ID or Touch ID, just tap and go. You will still need to ask the Driver for the type of ticket you require before paying, for more information see our guide to Apple Pay Express Travel Mode.

Most contactless cards issued outside of the UK will be accepted on our ticket machines, however, if you find that your card didn’t work this time please contact your bank or card issuer. Please be aware that cards issued outside of the UK may incur overseas transaction fees applied by your bank or card issuer.

You can use contactless to purchase any of our tickets up to a total value of £45.00. This can include more than one ticket in a single transaction, e.g. an adult and a child ticket so long as the total price does not exceed £45.00.

The national limit for contactless payments in the UK has been set to £100.00, however we are unable to process single contactless transactions above £45.00 for fraud protection reasons.

 

Only cash can be accepted by your driver for purchases of more than £45.00 per transaction.

From time to time, we authorise a payment before the transaction is finished, and this will show as ‘Pending’ on your transactions.  If the transaction then does not take place for any reason, then this ‘Pending’ transaction will be removed without any funds taken from your account within 24-48 hours.

From time to time, we authorise a payment for a nominal amount. This allows us to check with your card issuer that the card is valid and will be replaced by the full transaction amount in the next 24-48 hours.

Unfortunately, our drivers are only able to refund contactless transactions at the point of purchase. If for any reason, you find that you do need a refund, the driver will issue you with a ticket which will say ‘EMV Credit Note’, please retain this for your records. We kindly request you allow up to five working days to see refunds on your account. Our drivers are not able to provide a cash refund under any circumstances.

 

In the unusual event that you still have not received your refund after five working days, please contact us on 01903 690025. To help our customer service agents to resolve your issue they will need you to provide the following information:

    • The service on which the ticket was purchased
    • The price of the ticket you purchased (as shown on your ticket)
    • The date and time (as shown on your ticket or receipt)
    • The first 6 and last 4 digits of your card (this will be how it is shown on your receipt)
    • Whether or not you paid via Apple or Google Pay

Unfortunately, due to the nature of contactless payments, our drivers will not know why a payment has failed. However, if for any reason a payment fails, you may wish to try a different card or pay using an alternative payment method such as; using an Apple or Google Pay enabled device, or with cash.

 

Below are just some of the more common reasons why a contactless transaction may have failed:

  • The card hasn’t been approved by the bank for the transaction.
  • This can occur as a result of several contactless transactions in a short space of time which can trigger automated fraud risk management policies with your bank or card issuer.
  • The card hasn’t been used at a Chip and PIN terminal for a certain period.
  • Most banks and card issuers require a chip and PIN transaction every so often to help make sure it really is you using that card. Usually once a chip and PIN transaction has been seen by your card issuer, this temporary block will be removed.
  • More than one card has been detected by the reader at the same time – if this happens the reader won’t take any payment and the driver will be notified that this is the case. Don’t worry though, simply make sure that the one card you want to use is presented to the reader and try again.

If you use a card for a payment which is subsequently declined for insufficient funds, unfortunately your card will be automatically blocked by our ticket machines.

 

However, we will try again to recover the money owed automatically after a few days or when you try to use the card again on our buses. As soon as the amount outstanding is settled with your bank or card issuer, your card will be unblocked by our ticket machines and you can make contactless payments on our buses again.

 

If you keep trying to use your card without funds, or commit any kind of fraud, then we reserve the right to permanently block your card on our ticket machines.

Yes, you will get a receipt once your transaction has gone through, along with your ticket(s) for your journey. Please ask your driver if you’re not sure if you have received one.

Contactless payments are more secure than carrying cash for several reasons:

 

The information on your card is protected with secure Chip and PIN technology. Data transmitted during transactions is encrypted and protected with a digital signature that is much harder to forge than a handwritten one.

 

If your card is lost or stolen, you’re protected against unauthorised payments provided you inform your bank as soon as you realise it’s gone. Your card will be blocked immediately.

 

If your card does fall into the wrong hands, the maximum amount per transaction is £45, and after repeated payments, the person will be asked for a PIN. For payments over £45, authorisation is required, so nobody can make purchases without your PIN or device passcode.

 

Each time your contactless device interacts with a payments terminal, it generates a one-time-only electronic signature and cryptogram, making it just as secure as a normal Chip transaction.

 

Your bank may notice unusual spending patterns or locations and request a Chip and PIN transaction (please see ‘Why did my payment not work?‘ above).

Compass Travel Mobile App

The Compass Travel mobile app allows you to purchase and validate bus tickets on our buses. You can also search for particular stops and check scheduled departure times for your route.

Mobile Tickets

Bus Stops

Journey Info

Get the App now
Phone w Hand (1)

Compass Travel Mobile App

The Compass Travel mobile app allows you to purchase and validate bus tickets on our buses. You can also search for particular stops and check scheduled departure times for your route.

Mobile Tickets

Bus Stops

Journey Info

Get the App now
Phone 3 (1)