west midlands travel pass phone number

This is a new service - your feedback will help us to improve it.

Frequently asked questions

How is my online application processed?

West Midlands Combined Authority (WMCA) use our supplier, Unicard Ltd, for the collection of necessary data to validate entitlement and in collaboration with Experian QAS Plc, a global provider of identification services.

For this application process, the website makes a request to Experian's 'Authenticate for Public Sector' software. The record of this event is known as a 'footprint', which indicates that an identity check has been done, when this occurred and the organisation (in this case, West Midlands Combined Authority) that made the check. The footprint will not be seen by lenders and it will not be used for credit assessments. However, it will be seen by an individual should they request a copy of their credit report from Experian.

Unicard Ltd and Experian QAS Plc are fully compliant with the General Data Protection Regulation (GDPR) (EU) 2016/679 and will treat your personal data in strict accordance with this regulation. In addition, please read the Terms and Conditions displayed throughout the registration process and the Privacy Policy.

What can I request through this site?

This site will allow you to:

• Older Persons travel pass
• Disabled Persons travel pass

Am I eligible?

Please check the following pages for eligibility:

• Older Persons travel pass - https://www.networkwestmidlands.com/tickets-and-passes/older-persons-pass/
• Disabled Persons travel pass https://www.networkwestmidlands.com/tickets-and-passes/disabled-persons-pass/

Delivery and timescales

New Applications

You should receive your travel pass within five days of your application being approved. If you are applying before you are eligible by your age, then your travel pass will be released ten days before your date of entitlement.

Replacement passes

Replacement travel passes, when ordered and paid for online, will take up to five days to arrive.

Why would my application be deferred?

If your application has been deferred because your photo has been marked as unsuitable you will receive an email with a link to upload another photo to your account.

We have been unable to verify your application

Your application may be deferred if we are unable to complete verification checks using Experian's 'Authenticate for Public Sector' software. This does not necessarily mean that you are not entitled to a pass. This could be for a number of reasons, for example:

• You have incorrectly entered your date of birth
• You have selected the wrong address or provided an old address
• You have recently changed address
• Your address is not your primary place of residence or you have moved multiple times
• You have already applied and your application is pending

If you are deferred because of this reason and you believe you are eligible, please complete a paper application form and submit it in the post with all supporting documents.

Photograph size and format

You can take a photo or scan a photo to any size as long as it's a jpeg . All cameras and camera phones take photos in jpeg format. The final photo has to fit on the card and should be as clear as possible at a size of 200x240 pixels (25mm x 30mm).

You can easily crop the photo using the software incorporated in the page so don't take it too close up. Head and shoulders is a good starting point for the photo.

The end result we are looking to achieve is something like this. The software will guide you through the process.

Will I need any special software?

Not at all - the site uses a type of software which is built into your web browser. When you come to taking your photo, you may be prompted for permission in which case you should accept and click on "Allow" when requested to do so.

If you don't have a webcam, click on the link provided and browse to an existing photo on your PC.

My webcam is not responding

If for any reason your webcam does not respond, take a photo with a digital camera or scan a photo, then browse to the photo on your PC.

Using photographs

You can upload a photo in three ways:

• You can use a webcam to take a photo. Webcams integrate with the software incorporated in the web page. Just click on "Allow" when the request pops up on your screen and follow the step by step instructions.
• You can take a photo with a digital camera or even a phone with a good camera on it (5 megapixels would be sufficient). You can then save it and browse to it from the registration page. The software incorporated in the web page will help you crop and resize the photo.
• If you have an existing printed photograph, you can use a scanner, save the photo as a jpeg to your PC and then browse to it from the photo upload page.

The web site will show you examples of good and bad photos.

Payment methods eKashu

Should you be required to make a payment for a replacement pass, you can do so using Visa�, MasterCard�, JCB�, Maestro� and Diner's� credit and debit cards. There are no surcharges for payment with credit cards. All transactions will be in Pound Sterling.

Payment queries

If you have a problem with making a payment, please try again. If the problem persists, please call Ticketing Services on 0345 303 6760 . Lines are open Monday-Friday 8am-6pm, except Wednesdays from 10am-6pm. We are open Saturdays from 9am-1pm.

Refund Policy

If you are paying for a replacement pass, the fee will only be debited from your account if the application passes our validation checks. In case of rejection, you will not see any debit or credit activity on your bank statement because no funds would have been transferred.

If your application is approved and your payment is processed, but you wish to request a refund for any reason, please call our Ticketing Services on 0345 303 6760 . Lines are open Monday-Friday 8am-6pm, except Wednesdays from 10am-6pm. We are open Saturdays from 9am-1pm.

Replacement or lost or damaged cards is available at the fee that is shown when you select the replacement option.

Your debit/credit card will not be debited until your application has been fully approved by the online validation service, but you will receive immediate confirmation of your pre-payment. Please allow up to two days to receive final confirmation that your application has been fully processed.

This transaction will appear in your statement as "Bus Pass Application".

Renewing Older Persons Passes travel pass that are due to expire

The WMCA will notify customers by email before their pass is due to expire. The portal will allow you to renew your Older Persons travel pass up to 90 days before it expires, please use this link renew.

https://www.wmca.org.uk/renewals

Data Protection

Please refer to our Privacy Policy for information regarding our compliance to Data Protection (GDPR) guidelines https://www.wmca.org.uk/policies

• Single trips & day tickets
• Adult bus passes and travelcards
• 18 & under tickets
• Student bus pass
• Flexible ticket bundles
• Paying on the bus
• See all timetables
• Use our interactive map
• Latest service updates and diversions
• Our operating area
• Changes to bus stops in Birmingham City Centre
• Places to go
• Activity stop
• Ways to pay for my ticket
• Your Guide to Fun in Digbeth!
• National Express West Midlands passengers can now purchase bus tickets on the Uber app
• Tara and Dalton clock up 90 years of loyal service
• Last bus promise included in new passenger charter
• Single tickets just £2
• 16-18 photocard
• Workwise travel scheme
• Free older person's travel pass
• Free disabled person's travel pass
• Frequently asked questions

Lost property

• Ways to pay
• New online booking system
• Tickets & prices

Plan your journey

• Accessibility

All tickets & prices

All services & timetables

Inspiration & news

See all offers

All help & information

See how our staff can help you

• Help & information

We're here to help

  If you have bought a ticket for an existing Swift Card you need to use the TfWM app to activate the ticket. You can download the app below:

For more information visit what happens next with your Swift Card .

Follow the link for useful information about:

• Passes and subscriptions
• mTicket and Contactless
• Swift card and more

Tweet our team

Follow @nxwestmidlands to get the latest updates as they happen, right to your feed.

We're here from 8am to 10pm Monday to Sunday to answer your questions and our dedicated team will be happy to help.

Go to Twitter

Still need help? 

If you can’t find an answer in our customer FAQs , choose a category using the drop down below.

Tickets and pass queries

Before getting in touch, make sure to check out our customer FAQs first. Your query may have already been answered!

If you need to speak to someone about the following please click the links below:

Cancelling a ticket  

Replacing a Swift card  

Requesting a refund  

Swift card enquiries    

mTicket enquiries  

Contactless enquiries  

Direct Debit subscriptions  

Student proof  

Portal orders  

Tickets & prices  

Website enquiries & held orders

Please visit our lost property page to contact the relevant garage directly.

On the day travel information

The best way to find out the latest travel information or hear about any delays or diversions quickly is to head to our Twitter page and contact us that way.

Crime and behaviour

Through the Safer Travel Partnership, we welcome information from the public regarding unacceptable behaviour on the bus through the See Something Say Something scheme.

Simply text us on 83010 - start your message with 'bus', leave a space and then give us details of the problem (include time, date, location and bus service number).

The information provided will be used to help target problems more effectively. Alternatively, you can give details by logging on to www.safertravel.info or www.west-midlands.police.uk .

Please note that in the case of an urgent crime or an emergency, you should always dial 999.

Coronavirus

The safety of our customers and employees is our priority so, in line with government guidance, we’ve put in place some measures to help customers to travel safely with us.

Please visit our  travelling safely together  page to understand further the safety measures we are taking with regards to the coronavirus.

Complaints and feedback

If something onboard our buses does not meet our usual standards, or you have some criticism that can help serve our customers better, please fill out this form. We will then do our best to rectify the situation. Our team will aim to respond to your comments within 10 working days.

Positive feedback

We love to hear about good experiences you've had onboard our buses and with our staff. To share your story with us, please fill out this form.

Standard Fare Charge

If you are looking to pay a Standard Fare Charge, or have any questions about this, please complete our webform below. 

We are proud of all our people. It takes all of us working together to make us an award-winning business.

Please visit   our careers website   for more information

Need to speak to someone? Call our team

For timetable information and general enquiries call our contact centre on:

0121 254 7272

Lines are open Monday to Friday, 8am - 6pm.

Calls to this number are charged at local rate.

Follow us on Twitter

The best place to see the latest West Midlands travel updates while on the go.

Like us on Facebook

See what we're up to, what's going on locally and get the latest service updates.

Get inspired on Instagram

See local sights and tag us in your bus pictures. Follow us to get involved!

Back to top

Email Sign Up

Subscribe for updates & special offers!

Download Our App!

Search 'NXBus mTicket'

• Clean air zone
• Cookie policy
• Corporate governance policy
• Disability awareness & accessibility
• Modern slavery statement
• Partnerships
• Platinum buses
• Privacy policy
• Private hire
• Read our blog
• Safer travel partnership
• Services & timetables
• Sustainable travel
• Zero emissions buses

Call or get in touch online We are here to help

Coventry buses

Visit National Express Coventry

National Express great value coach travel and holidays

Part of Mobico Group

© West Midlands Travel Limited 2024

Passenger descriptions

Our passenger descriptions are designed to help you choose the right ticket for yourself or your fellow travellers.

Adult fares are applicable to all passengers aged 2+. Adults under the age of 16 are not permitted to travel alone on any European service unless accompanied by an adult aged 18 or over or they have a letter of authority from a parent or guardian.

Infants 0-1 Inclusive

Children aged under the age of 2, must be accompanied by an adult aged 18 or over. Unaccompanied children will not be carried.

Who should I send my enquiry to?

For passenger information, journey planning and transport disruptions, contact Transport for West Midlands .

For general council services please contact your local council teams.

For information about what WMCA does please view What We Do . To get in touch with a member of WMCA Customer Services use the information below on how to contact us.

Find who you need to contact

Answer questions and we'll direct you to the right team so we can respond to your query faster.

Give us a call

Phone: 0345 303 6760

Mondays, Tuesdays, Thursdays and Fridays, 8am to 6pm Wednesdays, 10am to 6pm Saturdays, 9am to 1pm Sundays and Bank Holidays, Closed

Write to us

Customer Services PO Box 9421 Birmingham B19 3TR

Complaints Procedure

Learn how we handle complaints at West Midlands Combined Authority and Transport for West Midlands.

Single trips & day tickets

• Adult bus passes and travelcards
• 18 & under tickets
• Student bus pass
• Flexible ticket bundles
• Paying on the bus
• See all timetables
• Use our interactive map
• Latest service updates and diversions
• Our operating area
• Timetable changes from the 22nd October 2023
• Castle Hill, Dudley closure
• Priory Queensway closure
• Places to go
• Activity stop
• Ways to pay for my ticket
• October half term fun in the West Midlands
• Edgbaston's fireworks spectacular is back for another year and bigger than ever!
• 14-year-old bus enthusiast road tests future career
• Black History Month: Saluting our Sisters
• Get on board with Coventry’s all electric buses
• 16-18 photocard
• Group Day Saver
• Birmingham Uni Hop
• Workwise travel scheme
• Free older person's travel pass
• Free disabled person's travel pass
• Frequently asked questions
• Lost property
• Ways to pay
• New online booking system
• Tickets & prices

Plan your journey

• Accessibility

All tickets & prices

All services & timetables

Inspiration & news

See all offers

All help & information

Get around the West Midlands and Coventry with our journey planner

Timetable search.

Search for your latest timetable using the search box below.

Search results

No results found. Please try again.

It's easy to get a ticket!

Adult bus passes & travelcards, flexible tickets, see all tickets & prices     .

Back to top

Email Sign Up

Subscribe for updates & special offers!

Download Our App!

Search 'NXBus mTicket'

• Clean air zone
• Cookie policy
• Corporate governance policy
• Disability awareness & accessibility
• Help & information
• Modern slavery statement
• Partnerships
• Platinum buses
• Privacy policy
• Private hire
• Read our blog
• Safer travel partnership
• Services & timetables
• Sustainable travel
• Zero emissions buses

Call or get in touch online We are here to help

Coventry buses

Visit National Express Coventry

National Express great value coach travel and holidays

Part of Mobico Group

© West Midlands Travel Limited 2024

Passenger descriptions

Our passenger descriptions are designed to help you choose the right ticket for yourself or your fellow travellers.

Adult fares are applicable to all passengers aged 2+. Adults under the age of 16 are not permitted to travel alone on any European service unless accompanied by an adult aged 18 or over or they have a letter of authority from a parent or guardian.

Infants 0-1 Inclusive

Children aged under the age of 2, must be accompanied by an adult aged 18 or over. Unaccompanied children will not be carried.

Your privacy settings

We use cookies to help you with journey planning and relevant disruptions, remember your login and show you content you might be interested in. If you’re happy with the use of cookies by West Midlands Combined Authority and our selected partners, click ‘Accept all cookies’. Or click ‘Manage cookies’ to learn more.

Cancel my Direct Debit

This is a new service - your feedback will help us to improve it.

We really do love hearing from you.

We always welcome your feedback, comments and suggestions.

To contact us

Customer services.

• 0345 835 8181
• [email protected]

Normal opening times are:

Mon-Fri: 08:00-18:00 Sat: 09:00-13:00 Sun: Closed

Read our frequently asked questions to help you travel on our network.

Social media

Stay up to date with our latest services, offers and campaigns. Follow us on:

Customer services

Website information.

• Conditions of Carriage
• Privacy & Cookie Policy
• Website Terms & Conditions

Subscribe to stay up to date

Midland Metro Limited (trading as West Midlands Metro). Registered in England and Wales | company number 10932342 | Registered office: 16 Summer Lane, Birmingham, B19 3SD

©2024 West Midlands Metro

Register to receive news and updates.

Privacy policy

• Privacy Overview
• Strictly Necessary Cookies
• 3rd Party Cookies
• Cookie Policy

This website uses cookies so that we can provide you with the best user experience possible. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.

Strictly Necessary Cookie should be enabled at all times so that we can save your preferences for cookie settings.

If you disable this cookie, we will not be able to save your preferences. This means that every time you visit this website you will need to enable or disable cookies again.

This website uses Google Analytics to collect anonymous information such as the number of visitors to the site, and the most popular pages.

Keeping this cookie enabled helps us to improve our website.

Please enable Strictly Necessary Cookies first so that we can save your preferences!

More information about our Cookie Policy

You are using an outdated browser. Please upgrade your browser to improve your experience and security.

Your privacy settings

We use cookies to help you with journey planning and relevant disruptions, remember your login and show you content you might be interested in. If you're happy with the use of cookies by West Midlands Combined Authority and our selected partners, click 'Accept all cookies'. Or click 'Manage cookies' to learn more.

Concessionary pass

• Your pass entitles you to free off-peak travel on local bus services in England under the rules of the national bus concessionary travel scheme set out in the Transport Act 2000.
• Your pass also entitles you to other travel concessions on bus, train and tram (West Midlands Metro) services across the West Midlands Network area from 9.30am Monday to Friday, and anytime during the weekend or bank holidays.
• The pass is valid until the expiry date displayed on the front as long as you continue to live in the West Midlands.
• Replacement passes are available upon request, subject to specific terms and conditions as below and payment of an administration fee. All replacement passes are issued at the discretion of West Midlands Combined Authority.
• All concessionary travel passes remain the property of West Midlands Combined Authority and will be withdrawn if misused.
• Concessionary travel passes are not transferable and can only be used by the person whose name and photograph is displayed on the pass.
• The pass is not valid if it is damaged or altered in any way. If you misuse the pass, we may withdraw it and a charge will be made to replace or return the pass.
• You must show your pass to the driver, conductor or revenue inspector when requested. The pass can be taken from you for improper use.
• If you have moved out of one of the 7 districts that make up the West Midlands Combined Authority, you must let us know so you can apply for a new travel pass through your local authority.