I can’t pay for the tickets in my basket

Please ensure that you have read the terms and conditions, and ticked the box to accept them.

I haven't received confirmation of my payment

Please check your span and junk folders first. If you have registered using a gmail or googlemail address, the spam filters on the gmail and googlemail servers appear to be treating schoolpasses@sullivanbuses.com as spam. Please add schoolpasses@sullivanbuses.com to your whitelist to ensure that you do receive future communications from us. We cannot resend the automated payment confirmation, but please contact schoolpasses@sullivanbuses.com if you do need written confirmation.

Can I buy a season ticket for only the morning or the afternoon journey?

No, our season tickets cover both journeys each day.

How do I obtain the sibling discount?

Please add all tickets to your basket, click on proceed to payment, and then click on the link "Click here to request your discount, and await our email reply": we will apply it as soon as possible. Tickets will remain secure in your basket for 48 hours, so please do not pay for tickets before receiving the confirmation email from us: if you finalise the transaction by paying, we are unable to offer a refund of the difference nor a credit against future purchases.

Why can’t the sibling discount be applied automatically or in advance?

For technical reasons, it has to be applied as an amount and not a code. Therefore, please click on the link to apply for the discount and we will apply it as soon as possible. Tickets will remain secure in your basket for 48 hours, so please do not pay for tickets before receiving the confirmation email from us: if you finalise the transaction by paying, we are unable to offer a refund of the difference nor a credit against future purchases.

I didn’t wait for you to apply the sibling discount – please can I have a refund.

Please do not pay for tickets before receiving the confirmation email from us – tickets will remain secure in your basket for 48 hours. if you finalise the transaction by paying, we are unable to offer a refund of the difference nor a credit against future purchases.

Does sibling discount apply to Sullivan Cards and Replacement tickets?

No, it applies to season tickets only.

Will I get a refund if I buy a season ticket and my child doesn’t get into Sixth Form?

Yes, a refund will be made minus a £10 administration charge. The cost of the smartcard ticket is also non refundable.

Why are annual season tickets on sale before autumn term tickets?

We have done this to make the process more manageable for our staff.

My child has lost their season ticket

Please log into your account to purchase a replacement ticket. We aim for new cards to be dispatched to you within two business days (Monday to Friday) of purchase, but until your child is able to present the new ticket on the bus, the appropriate fare will be charged by the driver morning and afternoon.

Can my child use their ZipOyster to obtain the discounted fare?

No. For school students resident in London travelling on routes 355, 356 and 833, a Sullivan Card must be purchased from our website to enable the driver to be able to charge the discounted fare.

My child forgot their Herts SaverCard and was charged a higher fare on the bus today – why?

This is correct. The SaverCard fare is only available when a valid Herts SaverCard is produced on the bus. Drivers cannot charge the SaverCard fare if the SaverCard is not tapped on the ticket machine. If an invalid SaverCard is tapped on the ticked machine, it will be rejected, retained by the driver (on the instructions of Herts County Council) and the higher fare charged.

Does a season ticket guarantee a seat on the bus?

No, a season ticket does not guarantee a seat on the bus, but does mean that the holder has priority over anyone paying on the day.