Replace an older or disabled person's bus pass

Lost or damaged bus passes

Have you lost or damaged your bus pass? To replace your bus pass, there is an admin charge:

• Lost or damaged cards: £10.
• Stolen: free if you've got a valid crime reference number (not a police lost property reference). Otherwise £10.

We'll process your order once payment has cleared. We can't refund your £10 once we've processed it, even if you find your lost pass. Your replacement bus pass will be sent to the address we have for you on our system, so make sure you tell us if you have moved.

Request a replacement bus pass

If you have a disabled person and companion bus pass call 03000 41 83 83.

We will cancel your old bus pass once we send you the new one. If you or anyone else tries to use the cancelled bus pass, the bus driver may take this off you.

Moved address

Your replacement bus pass will be sent to the address we have for you on our system. Moved recently and have not told us? Let us know before requesting a new bus pass.

Bus pass does not work

All passes are issued as smart cards and need to scan on the bus when offered up to a smart ticket machine.  If they do not scan, then they need to be replaced and a £10 fee will apply.

If you think that the reason for the failure to scan relates to a fault with the pass rather than how it has been looked after, your pass can be returned for testing. Please do not replace your pass online during this process as we cannot test cancelled passes and you will be charged £10 replacement fee.

In the event that the pass is found to be faulty, we will waive the replacement fee and replace your pass for free. Cards which are found to fail because they have not been properly cared for will not be tested. Passes can be returned to one of the following:

• to your local library
• to your local Gateway.

Or post it back to us:

If it is found to be sub-standard then we will refund your replacement fee.

Read the terms and conditions of using your bus pass.

Stolen bus passes

If your pass has been stolen, we will need a crime reference number. Contact Kent Police on 101 to report this.

Once you have your crime reference number, call and speak to one of our team on 03000 41 83 83. We will replace your bus pass free of charge. Unfortunately we cannot accept police lost property numbers.

Found bus pass

If you have found a lost bus pass you can either take it to your local library or report it or contact us by:

Changing your older person's bus pass to a disabled bus pass

You can use an older person’s pass in exactly the same way as a disabled person’s pass.

Return your bus pass

If you no longer need your bus pass, or a loved one has passed away hand it in at your nearest library or Gateway.

Or post the pass to: