Bus Pass FAQ's

Is the University able to provide advice and guidance on my local bus routes?

No, unfortunately the University is unable to provide this information. We recommend that you make contact with your local bus companies if you are unsure which product you require.

I have ordered the wrong bus pass, what should I do?

Please contact the Facilities Helpdesk on 01865 270087. Your current bus pass may need to be cancelled and reissued and unfortunately you will be liable to pay if the bus company makes a charge.

What are the Helpdesk opening hours?

We are open from 8am to 5pm Monday to Friday. We are not open on public holidays, University closure days or over the Christmas period.

Is the scheme open to students?

Yes, the scheme is open to all current OU students. Students can apply for a discounted bus pass through the website and once approved you will receive an email with a link to the OU payment store to submit your payment.

Can I transfer a personal bus pass or card onto the staff scheme?

No, personal passes are not transferrable. Any new applications to join the staff scheme will result in a new card being issued.

Is the scheme open to temporary staff?

No, the scheme is only available to permanent or fixed term staff with a minimum contract of 12 months. This is because the passes are funded by monthly salary deduction via the Payroll Department.

Is the scheme open to relatives or friends of University staff?

No, the scheme is only for University staff, college staff and current OU students. The scheme cannot be extended to friends or family members.

Can I participate in the scheme if I don’t have access to a computer?

Yes, please contact the FM Helpdesk on 01865 270087. Your order can be placed over the telephone.

Who do I contact if I am having difficulty completing the forms?

The Facilities Helpdesk on 01865 270087.

If I want to cancel my bus pass, will I be entitled to a refund?

If you want to cancel your pass you can complete the relevant cancellation form on the website, or you can contact the Facilities Helpdesk on 01865 270087. For University staff participating in the salary deduction option, on joining the staff travel scheme the University pays each bus company the full annual cost of the bus pass in advance. The University then recovers the cost of the bus pass from you by deducting the equivalent monthly amount from your salary. This ensures that the scheme is as affordable as possible and therefore encourages University staff to use public transport. Refunds are not generally given for this reason, however requests will be reviewed on a case by case basis with the bus companies and our Payroll Department. Students and college staff who have paid the full cost of their pass in advance may be entitled to a refund, please contact the Helpdesk on 01865 270087 for more information.

Who do I speak to regarding issues with salary deductions and credits?

The University Payroll Department on 01865 616301 or at payroll@admin.ox.ac.uk.

Can I join the travel scheme if I don’t have a University payroll number?

College staff and OU students can join the scheme without a payroll number, however the salary deduction option will not be available as payment is required in full. Oxford University staff cannot participate in the scheme without their payroll number. If you are a new member of staff and you don’t know what your payroll number is yet, you can contact the Payroll team on 01865 616301 or at payroll@admin.ox.ac.uk.

Who should I speak to if I am experiencing problems with the staff travel scheme?

The Facilities Helpdesk on 01865 270087.

My University bus pass has been lost or stolen, what should I do?

Contact the Facilities Helpdesk on 01865 270087. Our opening hours are Monday to Friday 8am to 5pm. Please be aware that the bus companies apply a charge to replace lost or stolen cards and you will liable to pay this charge, along with any bus fares you purchase until the new pass is delivered.

What should I do if my bus pass is faulty?

Contact the Facilities Helpdesk on 01865 270087 or email on facilities@admin.ox.ac.uk. If it is found that you were issued a faulty card, it will be replaced free of charge. If the fault has developed and the card was previously functional, it may be due to damage to the card, so a £5 charge will be applied for the replacement.

If you were issued a faulty card and have applied for a replacement, please keep copies of any tickets or receipts you buy in the meantime as these can be submitted to the Helpdesk for a refund. Refunds will not be given unless receipts and tickets are provided.

My bus pass is due to expire, what should I do?

If you want to renew your pass please proceed to the staff travel scheme website where you can complete another online order form to request a top up or a new card, or you can contact the Facilities Helpdesk on 01865 270087. Please note that bus passes will not be automatically renewed without your instruction and will therefore cease to work on the expiry date printed on the card. Please note that 10 working days should be allowed for a pass renewal as some of the bus companies will need to issue a new card.

When will my card activate?

Please provide 10 workings days’ notice when ordering a new pass or requesting a renewal, as it takes time for your details to be verified and for the bus company to create and send the pass to us. On the order form please give a date on which you require the card to be active so that your card will not be activated before this date. If you have requested an activation date less than 10 working days in advance, we will endeavour to process your request as soon as possible but cannot guarantee that your card will be received and activated any earlier.

I tried to use my card on the bus and it didn’t work, what should I do?

Please read through the options below and if your question has not been answered please contact the Helpdesk on 01865 270087:

  • Check that your pass is valid for travel on the bus you have boarded – for instance, an Oxford Bus Company pass may not work on a Stagecoach bus
  • Check that you are not trying to use your pass before the requested activation date – you may have received your pass, but on your application form you requested that the pass should start on a future date
  • Check that your pass has not expired
  • If you have purchased a ‘Smart zone’ type card which can be used on both Oxford Bus Company and Stagecoach buses, your card must first be used on the originating issuer’s bus in order to activate it – a Smart Card issued by OBC will need to be first swiped on an OBC bus before it will work with any other company.

There seems to be a problem with the order forms on the website, who should I report it to?

Please contact the Facilities Helpdesk initially on 01865 270087.

Are there any other ways to pay for my bus pass?

Yes, if you are a member of Oxford University staff and you would prefer to pay the full annual lump sum for your bus pass this can be arranged via the Payroll Department. Please contact Payroll on 01865 616301.