Replace a lost, damaged or stolen concessionary travel pass

If your travel pass has been lost, stolen or damaged we can replace it for you.

Faulty bus passes

If your pass is not scanning on a bus, or buses, you can have it tested before paying for a replacement.

You can have your pass tested in the following ways:

  • take your pass to one of our Customer Service Points. They will check your pass is not damaged and electronically test the chip
  • complete a replacement application form (available below) and send it to us with your pass. We will test the pass and contact you with the outcome.

If there is no physical damage to your pass and the chip is not faulty the problem is probably with the reader on the bus, not your pass. This means your pass is working and does not need replacing.

We will need some details from you about the bus(es) on which you have had problems. This will allow us to investigate with the bus operator(s).

If there is no physical damage to your pass but the chip is faulty we will post a replacement pass to you free of charge

If your pass has been physically damaged and this has affected the chip you will need to pay £10 for a replacement pass. We will post the replacement to you.

Cost

If you have lost, damaged or had your pass stolen you can get a replacement for £10.

Get a replacement

Phone

You can request a replacement pass by calling our customer service centre. You can pay the £10 fee over the phone and a new pass will be issued to you.

Post

You will need to complete and return the application form for a replacement pass [PDF].

If you are unable to print out a form, copies can also be picked up from:

  • customer service points
  • bus stations.

Send completed forms to:

Transport and Travel Services
PO Box 1889
Nottingham
NG2 9RU

Please enclose a £10 cheque/postal order made payable to "Nottinghamshire County Council". Do not send cash.

Your replacement bus pass will be issued within 7 working days of us receiving your form and payment.

We will not refund you for any tickets you have to buy while you are waiting for your replacement pass.

More information

For further information or help filling out the form, contact out Customer Service Centre on 0300 500 80 80.

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