ConnectBus FAQs

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.

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: connectbus@lincolnshire.gov.uk

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.