Frequently Asked Questions

Frequently Asked Questions

ConnectBus Service

Find answers some of the most frequently asked question about the ConnectBus service.

About ConnectBus

ConnectBus is an on demand bus service. Unlike a typical public bus service, ConnectBus doesn’t follow a fixed route. Instead, our smart technology adjusts the route in real-time depending on where passengers need to travel at the time of booking and picks up anyone travelling in the same direction along the way.

When you’re ready to travel, book your journey via the ConnectBus app or over the phone (0345 2638153). You will be directed to the nearest safe location a short walk away from your pickup address to meet your driver in a ConnectBus branded minibus. (Some passengers may be able to arrange a home pick up. Please contact us for more information).

Once boarded, your journey may be combined with other passengers heading in the same direction

ConnectBus covers the Bourne, Stamford and Peterborough area including parts of Rutland and East Northamptonshire. Please refer to our operating areas click here.

The service operates Monday-Friday 7am-7pm and Saturdays 7.30am-6.30pm.

Our app will direct you to a local timetabled bus if one is available for your journey.

Follow these steps to travel with ConnectBus using your mobile phone or tablet:

1. Download the ConnectBus app from the Apple Store or Google Play Store.

2. Click on the ‘Sign Up’ button in the home screen of the app.

3. Enter the requested information on the first page of this screen. Click ‘Next’ to move to the second page.

If you don’t have a smartphone or a tablet, you can create an account by calling 0345 2638153.
If you have special requirements, such as mobility restrictions or other disabilities that you’d like our drivers to be aware of, please call 0345 2638153 so that we can update your account. A home pick-up may be possible to arrange in certain circumstances.

Riding with ConnectBus

Once your mobile app is set up, follow these steps to get going:

1. Enter your pickup and drop off addresses by moving the blue pin to the desired location or by typing them in manually.

2. ConnectBus will take a few seconds to check for available vehicles and connect you with the best one for your journey (we may offer you a few options to choose from). Select the option that works best for you and press ‘Book This Journey’. If there is a fixed route bus that will get you to your destination sooner, the app will offer you that option instead.

3. When travelling with ConnectBus, we’ll assign you a virtual bus stop as your pickup location that may be a short walk from the address you provided. Be sure to check the app for the specific spot, and follow the dotted line to meet your driver! We’ll also provide the service name so that you can easily locate the vehicle.

You can book journeys up to a week ahead and with as little notice as 30 minutes subject to vehicle availability.

Yes! Please call our booking line on 0345 2638153. We are open between 8am-6pm Monday to Friday and 8.30am-5pm on Saturdays.

At the time of booking you will initially be given a 20 minute pick up window. Approx. 30 minutes before your trip you will receive a SMS Text message from us providing a more accurate collection time. You can also track your vehicle on the app and be updated on any unforeseen delays.

Make sure you’re at the pick-up spot when the vehicle arrives! The app will count down the minutes to your vehicle’s arrival, and we’ll send you a text when the vehicle is two minutes away and again when it arrives.

Remember: ConnectBus helps passengers travelling in the same direction to share their journeys. Keeping other people waiting could jeopardise their plans, and if you’re more than 60 seconds late, the vehicle will leave. It’s the only way we can move everyone so quickly and efficiently.

You will be offered the closest time available as an alternative. You can also call our Booking Centre on 0345 263 8153 to check availability.

In the app, zoom out from your pick-up spot or click the small vehicle icon in the bottom right, and you’ll be able to follow the vehicle on the map as it approaches. The time will also be shown for pick up and in case you are not in the app we will notify you through a push notification to let you know your ConnectBus has arrived.

You can cancel through the app up to 30 minutes before your scheduled pick-up time or alternatively you can call our Booking Centre on 0345 263 8153. Our cancellation line is open between 7am-7pm Monday to Friday and 8am-6pm on Saturdays.

Yes! If you can travel by bus for free, your ConnectBus journeys are also free (local time restrictions may apply).

Please pay your fare to the driver, all of our vehicles accept cash or contactless card payment. The app will display your fare at the time of booking or alternatively to check a specific fare  please click here

Not yet but this could be a future development.

Our vehicles have a distinct livery, see below, so you can easily spot them when they pull up.

Photo of teal and purple ConnectBus

Once you start a ConnectBus ride, the destination cannot be changed. If you have yet to board, you can cancel the ride and re-book with a new destination.

Yes! Head to the ‘Favourites’ tab in the app menu, tap ‘Set Home Address’ or ‘Set Work Address’ and type in the address of your preferred location. You will be able to select from your Favourites each time you request a ride with ConnectBus.

If you had a great experience with a driver, please let us know by filling out the feedback screen in the app after your ride.

Oh dear! We’re sorry to hear that there was a problem with your journey. Please let us know by calling 0345 263 8153 or by emailing us at:

When logging in, first make sure you are using the exact email address that you used to set up your ConnectBus account. To reset your password, first open the app and select ‘Log me in.’ In the password box, select ‘Forgot your password?’ and follow the prompts. For further assistance call 0345 263 81563

Make sure Location Services are enabled for the ConnectBus app in your phone’s settings.

Head to the ‘History’ page in the app menu.

Please call our helpline on 0345 263 8153 and press option 1. We are open between 7am-7pm Monday to Friday and 8am-6pm on Saturdays.

To support visually impaired riders, the ConnectBus app has been developed to make use of all iOS and Android accessibility features. Visually impaired riders can notify the Booking Centre when calling to book their ride and this information will be passed on to their driver to allow for a smooth pick up.

Yes, ConnectBus supports users who require a wheelchair. When booking through the app please indicate that you require a WAV by tapping the Wheelchair toggle in the Profile section of the app. If booking through our Booking Centre please notify the Advisor that you require a wheelchair accessible vehicle.

Important Note: If you wish to travel in your wheelchair, the chair must be impact tested. Please call our team on 0345 263 8153 before your first journey with us.

A limited amount of storage is available on our vehicles so luggage should be kept to a minimum, pushchairs must be folded down.

10 Journey Saver Tickets are available to purchase from your driver. All of our vehicles accept contactless card payment. Find out more

Yes you can. Just download the app and request your journey or call the booking office on 0345 263 8153

ConnectBus is a demand responsive bus service, meaning we only do journeys that you book by phone or via the app. You will need to book your journey with us if you wish to travel.

ConnectBus service does have some fixed timetable routes. If you're on the route of a service run, you do not have to book your bus journey unless you are wanting to board at a request only stop, this will be noted by a 'B' on the timetable.

More Information

No, smoking of any kind is prohibited, including e-cigarettes, vaporisers, or smokeless cigarettes.

We know that you are on the go, but please help us keep our ConnectBus vehicles clean and fresh and avoid bringing food and drink in our vehicles. Please also be mindful that smelly food can be distracting and unpleasant for your fellow passengers. Drinking alcohol and carrying open containers of alcohol in our vehicles is not allowed.

Please remember your fellow passengers might not be as interested in your phone conversations. We ask that you limit phone calls to quick logistics and emergencies during journeys.

Yes, provided your pooch is well behaved, on a lead or in a carry box. Dogs must never travel on the seats.

Trained assistance dogs are carried free of charge on every bus.

Everyone is welcome on-board ConnectBus! Minors under the age of 16 may travel unaccompanied, but they must have consent from their parent or guardian. Individuals over the age of 18 can register and use the app to book travel for themselves, or minors under their guardianship. Minors aged 16 to 18 may also have their own accounts, but they must have consent from their parent or guardian.

Free and Friendly advice

Contact us

There are many ways to contact us; Live Chat, Contact Us forms or call and speak to an advisor. Find out the best way to contact us here.

New ConnectBus

Booking App

Introducing our new ConnectBus booking app for services in the Bourne, Stamford, Peterborough and Rutland areas. You can now book, manage and track your ConnectBus journey on your smart phone.



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