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Commuter COVID-19 FAQ

How do I freeze my commuter ticket?

All commuter tickets have been frozen. The validity of tickets will be extended to reflect the duration for which tickets have been unused.

How do I reinstate my commuter ticket?

Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system as well as within these FAQ’s so that passenger requests for ticket reinstatements can be submitted.

How long does ticket freezing last for?

As standard, ticket freezing will last for the duration in which our services are suspended, starting from Monday 6th April. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again so that we can extend your ticket accurately.

I am awaiting a response from my email, what is the best way to contact you?

We apologise for any delay in our responses. Due to the COVID-19 outbreak, we have had limited staff available to answer customer queries. We hope that these FAQ’s have answered your questions. Should you wish to talk to a member of our teams, please use the live chat function by clicking here

I have recently retired, am I able to get my ticket refunded?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions.  To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

I have been charged for a commuter ticket even though the services is not running, how do I get a refund?

Due to the current Covid-19 situation, we are offering pro rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions.  To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

What areas does your commuter service normally cover?

Our standard London Commuter Services cover areas of Medway, Maidstone, Swale, New Ash Green, Meopham and Vigo. Prior to the suspension of our service, routes were reduced to cover Swale and Medway only. For further information on our services, please visit our services section on the website.

What is the refund policy for NHS staff & key workers who have purchased tickets that have not been used due to COVID-19 service suspension?

All commuter tickets, including those held by NHS staff and keyworkers, have been frozen as standard since our services were suspended so you have not lost out on the remaining travel period on your ticket.

Services are scheduled to resume very soon and we expect to be in a position to confirm a launch date prior to the end of June 2020. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again.

If you are not planning to travel with us when our services resume,  To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

What is the refund policy on purchased tickets that have not been used due to COVID-19 service suspensions?

For tickets that have not been used during the COVID-19 outbreak and service suspension period, an extension reflecting the duration in which services have been suspended will be added onto all tickets.

If you are not planning to travel with us when our services resume,  To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

Will my ticket remain frozen until I return to work?

As standard, your ticket will be frozen from Monday 6th April 2020 up until our services resume. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again.

Will the validity of my current ticket be extended when services resume?

Yes, all tickets will have an extension of its validity period to reflect the duration for which our services were suspended

My shift pattern will change when I return to work therefore will not need to travel as often, how will this effect my existing season ticket and will I be able to claim money back?

We are able to convert your current ticket bundles of singles or return journeys for you to allow extra flexibility in your travel. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again. We will also ask you to confirm whether you need to transfer your existing ticket to another ticket type to allow greater flexibility.

When will the commuter service resume?

Our the team is busily mapping out what services will look like post-COVID-19. This includes the introduction of advanced cleaning systems and social distancing measures as well as reviewing routes and timetables to ensure that services are sustainable for the long-term.

We expect to be in a position to confirm details of our commuter service relaunch before the end of June 2020.

Will the timetable be the same as the previous contingency timetable?

We hope to be able to provide a more comprehensive timetable than the reduced contingency timetable operated just prior to the lockdown. Our the team is busily mapping out what services will look like post-COVID-19 including the introduction of advanced cleaning systems and social distancing measures as well as reviewing routes and timetables. This is to ensure that services are sustainable for the long-term.

When will the timetable for services from 1st June be available?

We expect our new timetable to be available on our website by 28th May 2020. To ensure that we are able to supply a commuter service that meets your travel requirements and offers complete peace of mind when it is safe to do so, please complete a short survey via the following link

Are you currently running any commuter services?

On Monday 6th April 2020 in line with Government guidelines and for the safety or our customers, staff and country, we suspended all commuter services.

Our the team is busily mapping out what services will look like post-COVID-19. This includes the introduction of advanced cleaning systems and social distancing measures as well as reviewing routes, timetables and pricing to ensure that services are sustainable for the long-term.

We expect to be in a position to confirm details of our commuter service relaunch before the end of June 2020.

Can I claim back money on tickets/credits that have not been used due to COVID-19 service suspensions?

All commuter tickets will receive an extension of its validity to reflect the duration for which the service has been suspended. If you are not planning to travel with us when our services resume,  To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

Can I extend the validity of my existing ticket?

All commuter tickets have been frozen as standard and will receive an extension on its validity to reflect the duration for which that service has been suspended.

Can I freeze a single ticket?

Yes, all ticket types have been frozen as standard and will receive an extension on its validity to reflect the duration for which that service has been suspended.

Can I freeze tickets that I have purchased but not yet activated?

Yes. All commuter tickets including those with unactivated credits have been frozen as standard and will receive an extension on its validity to reflect the duration for which that service has been suspended.

Can I use my existing ticket when the service restarts?

Yes you can. All tickets have been frozen and will gain an extension on their validity period when the our services resume.

How do I cancel my ticket?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund,  To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

Contact Clarkes of London today for a ‘quick quote’ and let us help you plan the perfect day trip – so all you have to do is turn up and enjoy the day!

Commuter FAQ’s

How do I log onto the on-board WIFI?

To connect to our on-board WIFI, please select the network/hotspot name Coach-Wifi from your mobile device WIFI settings. When prompted, please enter the password CLARKES60

Where is my coach?
You can locate your coach using our Coach Tracker. We are also able to track the progress of each of our vehicles here at Head Office, so if you phone we can tell you exactly when you might expect your vehicle to arrive.
Where is my bus stop?
A map of the individual stops, or routes, may be viewed on this site.
Are their child travel concessions?
Sorry no, full price applies to all tickets.
Where can I purchase my ticket?
Tickets can be purchase via the booking portal (single, returns and local fares can only be purchased on the coach).
How much is my ticket?
Please visit our fares and tickets page.
How much is my ticket?
Please visit our fares and tickets page.
Why is my coach late?
Whilst we endeavour to run our services according to the published timetable, our best efforts can be hampered due to severe traffic congestion in and around London. We are often asked why we do not alter our timetable to compensate for this. Quite simply, our routes and timings are agreed by Transport for London as part of a larger network of commuter services travelling to and from London – any changes we make will therefore affect other commuter services. Bear in mind too that during the school holidays traffic moves more freely and timetable timings more readily achieved.
Can I use my Freedom Pass?
We have been instructed by London Councils that we ‘are not obliged to carry passengers using the Freedom Pass due to clients being able to purchase tickets in advance, therefore making our service a bookable service which differs from the typical red bus service to which Freedom Passes apply.’
Why has my coach not picked up at my stop?
Now and again our commuter vehicles are required to deviate from their normal route due to road works, demonstrations, etc. If changes to any part of our commuter schedules have to be made then we will notify you, via our website, email and Twitter as soon as we know about them
Can I get a seat?
We monitor our services very closely to ensure our commuter vehicles do not overload, however, on the rare occasion that this may happen our vehicles are seated only and it is not possible to carry any more passengers than seats provided. i.e. nil standees.
Where is my usual coach?
A rigid cycle of maintenance checks is carried out on our fleet, in line with current Department of Transport (DOT) legislation, which will necessitate your regular vehicle being taken out of service at some point. A cover vehicle will be used until your usual vehicle is ready to go back into service.
Where is my usual driver?
Sometimes cover drivers are used when a driver phones in sick or is simply away on holiday.
How do I access the new ticketing system?
You can access the new booking portal here.
Do I need a Smartphone to use the new system?
Not necessarily, period tickets (annuals, half yearly and monthly tickets) can be printed from your PC for scanning each time you board the coach.

Carnet tickets (books of singles and return journeys) will require the use of a portable web enabled device as these tickets must be activated by you online prior to each journey and then scanned on-board the coach.

How do I purchase tickets using the new system?
Not necessarily, period tickets (annuals, half yearly and monthly tickets) can be printed from your PC for scanning each time you board the coach.

Carnet tickets (books of singles and return journeys) will require the use of a portable web enabled device as these tickets must be activated by you online prior to each journey and then scanned on-board the coach.

Do I have to upload a photo to the digital ticketing system?
You must upload a photo for the purchase of annual season tickets, half yearly and monthly tickets.

The purchase of 10 single journey tickets and 40 single journey tickets will not require you to upload a photo.

Uploading a photo is simple and the ticketing system will ask you whether you want to either take a photo/selfie using your Smartphone or use a photo already stored within your Smartphone photo library.

Here are the acceptable photo guidelines:

  • Photo should be a recently taken passport-style photo of you.
  • Only head and shoulders should be visible.
  • No hats or scarves and your face should not be obscured.
  • The photo should be a good resemblance of you for identification purposes.

Note that your ticket may be refused if you cannot be identified clearly.

What does activating a ticket mean?
To use your ticket, you first need to activate it by clicking the Activate Ticket button. Please be aware that activating the ticket will mean that it will become available to use straightaway and it will expire per its validity.
How do I use the ticket when boarding the coach?
Your ticket is accessed in your phones web browser and displayed on your phone. If displayed on your web browser you can add a direct link for the ticket to your phones Home Screen so that you can access it easily when boarding the coach. Refer to your phones manual for details of how to save a link to your Home Screen.
How can I update the details on my account?
Log into your account and select ‘My Account’ from the drop down menu to edit your personal details.
How do I reset my account password?
Log into your account and select ‘My Account’ from the drop down menu to change your password.
How do I change the mobile number/email address linked to my account?
In order to protect your account, please contact commute@clarkescoaches.co.uk if you would like your linked mobile number or email address changed.
Do I have to transfer my current annual/paper tickets onto the mobile ticketing system?
No, you can continue to use your current card/paper tickets until they expire. Any new ticket purchases made after the introduction of mobile ticketing will then by via the new system.
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