Q. Can I just turn up without booking?
A. Unfortunately we cannot carry wheelchairs on all of our coaches. Therefore it is important that you inform us of the date and time of travel, so we can ensure that a wheelchair accessible coach is allocated to your journey. Please contact us on 0118 957 9425 at least 3 days in advance of travel, as each coach can only carry one wheelchair user.
Q. Can I remain seated in my wheelchair?
A. Yes, your wheelchair will be safely secured in the vehicle, allowing you to remain in their wheelchair for the duration of the journey.
Q. Do you accept the Disabled Persons Railcard?
A. Yes, the Disabled Persons Railcard is accepted and you will save a third on all RailAir tickets. Please bring your Railcard with you when you travel with us.
Q. When I arrive at Reading are there facilities for wheelchair users?
A. Yes, the RailAir lounge is fully accessible and there are toilet facilities for wheelchair users also. Reading Train Station is also fully accessible from the RailAir Lounge with a lift and ramps.
Q. Can I sit in a regular seat even if I board using the wheelchair ramp?
A. Yes, providing you can safely get into a seat or have a helper with you who can provide assistance if needed. Your Wheelchair must fold away neatly and be able to be stored safely in the luggage hold below. Please be aware that owners of larger wheelchairs, particularly motorised wheelchairs should check before booking that we can accommodate your wheelchair type by calling RailAir on 0118 957 9425.
Q. What types of wheelchairs are accepted on RaliAir?
A. We accept standard and motorised wheelchairs however they must not exceed 75cm from the front to back (including battery) and no more than 65cm in width. This is to ensure that it is safe to operate the wheelchair access lift and that the wheelchair can be safely positioned on the coach. Unfortunately we do not accept mobility scooters.
The total maximum weight to be carried onto the wheelchair lift is 300kgs including wheelchair and occupant.
Sorry, BritRail Passes are not accepted on our service.
Buying tickets is simple! Once you've downloaded the app and created your account, just select Railair as the area in which you’re travelling, either using the manual search tool or the list of suggested locations, and then click on 'Buy your Ticket'. You'll then be able to choose which tickets you require from the product catalogue and head to the basket.
Receipts are sent to the email linked with the account at the time of purchase. If you're going to need your receipt, we would recommend double checking your account details are correct before making a ticket purchase.
Please note that this purchase receipt is not valid for travel, and you will need to show the driver your active mTicket displayed on the app.
On the payment methods screen, select the 'Visa / Mastercard / PayPal' button. On the next page select 'PayPal Check Out' and the PayPal login screen will be shown. Enter your PayPal email address and password. If you want to be able to make future PayPal purchases on our app with this account, click the 'Stay Logged in for faster checkout' tickbox. Then select the card you want to use via PayPal and press Continue. The next time you make a purchase, your PayPal account will be presented as the default option. If you want to use a previously entered card or enter a new one instead, select 'Change Payment Method'.
On the payment methods screen, select the 'Apple Pay' button. On the Apple Pay panel, select the card you want to use (of those stored in the Apple Pay wallet) and enter your Touch ID. The transaction will complete in a few moments.
We can only provide refunds for unactivated tickets; any activated tickets aree non-refundable. However, refund requests for annual and long-term student tickets may be reviewed on a case by case basis by a member of the mTicket Support Team.
Contact the mTicket support team on email@example.com (So we can fully answer your enquiry please give us as much information as possible about the ticket type, device and operating system you are using) or 0345 646 0707 (Option 3). Normal opening hours: 7am – 10pm, seven days a week. Throughout September - October we will operate extended hours: 6am - 12am.
Once a ticket is purchased and downloaded, it will appear in the 'purchased' section of the Ticket Wallet in your app. Tickets in this section are listed from the oldest at the top to the newest at the bottom.
When you want to use a ticket, select the one you want and then select 'Activate Now'.
You'll then be informed of how long the ticket will be active for, before confirming that you want to want to activate this ticket. We would advise reading this carefully to avoid activating unwanted tickets.
Once activated, the app will generate a moving ticket image on your phone's screen and a QR code (exc. Greater Manchester). This will stay active for the remainder of the ticket's validity and will include the time and a four letter 'word of the day'.
You'll need to scan the QR when you board the bus or show the ticket to the driver.
You will require internet connection to use the app, as the app needs to communicate with our server to keep itself up to date when you're out and about.
Opening the app, accessing the ticket catalogue, and accessing account pages will all generate a connection attempt. If the app cannot establish connection to our servers, it will then lock until it can connect.
Please note the app is not designed to work with Wi-Fi only devices such as tablets and iPods.
You will need an active and valid ticket to travel on the bus. If the mTicket is no longer valid, you will need to activate another, or pay to travel by cash and buy a ticket from the driver.
If an inspector asks to check your ticket, please show them the active ticket in your wallet as you would do the driver. For those who boarded using a single ticket which has since expired, the inspector will still be able to see this under the 'expired' tab in your wallet.
The mTicket system only allows one ticket of any type to be active at a time on a single device. If you are travelling with friends or family, they will need to purchase mTickets on their own device from their own account, or use cash to buy a ticket from the driver.
The app will allow for one adult and one child ticket to be active at the same time on one device but if you’re travelling with more than one child, paper tickets may be more suited to your requirements.
You will generally have 90 days to activate and use a ticket, although some day, week and month tickets will be available to use for a year. If your ticket has an expiry date, this will be stated in the ticket's details on the app.
The validity of mTickets is similar to paper tickets. This means a day ticket is not valid for 24 hours, but rather the remainder of the day on which it is activated.
Following this principle, other validities are as follows:
- FirstDay – the remainder of the day the ticket is activated
- FirstWeek – the remainder of the day the ticket is activated, plus an additional 6 days
- FirstMonth – the remainder of the days the ticket is activated, plus a further number of days in the month less one. A month ticket activated on 25th May for instance, would expire on 25th June.
- First4Week – the remainder of the day the ticket is activated plus an additional 27 days
We also allow a period of grace after midnight, to allow for the last bus services of the day but please note that the expiry date (shown in words on the ticket screen) is the last full day of the ticket and does not reflect the period beyond midnight.
This is so customers do not wrongly believe they have an additional full day's travel.
The validity of single tickets varies across each First Bus region. For the most part, single tickets will remain valid for either 5 or 15 minutes once activated. The app will remind you of this before activating one.
The mTickets app supports versions above and including iOS 8 Android 4. Unfortunately, the Windows operating system is no longer supported.
Customers can send tickets to a child or young person by using the sharing feature on child and young person tickets. As it stands, this function is only available for child tickets – adult tickets cannot be shared. The instructions below tell you all you need to know about sharing a ticket once it has been purchased:
- 1. Select it in the wallet as if you are activating it.
- 2. On the activation screen press the green 'Share Ticket' button.
- 3. Select the tickets you want to share and press 'Confirm'
- 4. Press 'Share Your Tickets'
The messaging apps available on your phone will then open.
- 5. Select a messaging app and send the link provided to the person you want to receive the ticket(s).
- 6. The recipient should click the link in the message received
Please note that to claim a ticket successfully, the recipient must be logged into their own separate account with the app installed on their phone.
The mTickets app is only designed to work with one device per account. However should customers purchase a new handset, or lose or damage their current device, they will be able to transfer their tickets over.
To do this:
- 1. Log off from your mTicket account on your old phone (if possible).
- 2. Download the app and login to your mTicket account on your new phone
- 3. Check the wallet Ticket Wallet screen. You should find a pink panel containing a button to start the transfer process.
If the button is not visible, please ensure you have a data connection and refresh the app (on an iPhone tap the screen three times, or on Android select Refresh from the menu button).
Customers are able to complete the above process twice a month but further requests are subject to approval by a member of our mTickets team. Please don’t attempt to share your ticket with anyone else.
To change area on the app, please go to the home page and select the name of the area. This will be at the top of the screen under the title 'First Bus Region'.
If you have GPS location services enabled on your phone and for the app, selecting this will display your closest First Bus areas.
On the Nearby Regions screen, selecting 'Tap to Search' will show a list of our operating areas (ordered by closeness if location services are available). You will be able search by postcode, town or other landmark. For example, searching for RGU (short for Robert Gordon University), will return our Aberdeen area.
Problems with mTickets
We are aware of an issue resulting in the mTickets app directing our customers to the Google Play Store to download an alternate app. This is being caused by a change made by Google and ITSO and we are currently working together to achieve a speedy solution. In the meantime, if you are affected by this, the closure of your App followed by a re-open will ensure you can present your ticket in the future.
Missing tickets are generally caused by your mTicket account becoming logged out, or a prolonged loss of internet connection. To restore your tickets, please make sure you have a good network connection and refresh your tickets (on an Android select 'reset' from the menu key, on an iPhone tap the screen 3 times). Your tickets should be restored to your account in a few seconds.
It's your responsibility to ensure your phone has enough battery power to show a valid mTicket to the driver, or to any ticket inspector throughout your journey. If your phone does run out of charge, you will need to buy a ticket from the driver.
We do not issue paper copies of mTickets. You will receive an email receipt when you make your purchase, but this will not be valid for travel.
With mTickets, it is the responsibility of the customer to ensure a working mobile phone is available to show the driver the ticket screen. If there is a problem with the system, please let us know and we'll do our best to help.
If the QR code is not being picked up by the ticket machine, please show the ticket screen to the driver. Providing you're travelling on the correct ticket, the digital copy of your mTicket is still valid for travel and will be accepted.
If you are still experiencing difficulties please contact mTickets Customer Service on firstname.lastname@example.org (So we can fully answer your enquiry please give us as much information as possible about the ticket type, device and operating system you are using) or 0345 646 0707 (Option 3). Normal opening hours: 7am – 10pm, seven days a week.