Tap On, Tap Off: All your questions answered on new bus payment system in Bristol

It goes live on Bristol buses this weekend
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First Bus’s new Tap On, Tap Off scheme goes live in Bristol and across the region this weekend, and already confused social media posts are surfacing about how to use it.

Passengers may have noticed the new readers popping up on buses around the city, without knowing what they’re for.

Passengers wait for a First Bus to Cribbs Causeway.Passengers wait for a First Bus to Cribbs Causeway.
Passengers wait for a First Bus to Cribbs Causeway.
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Tap On, Tap Off (TOTO) is a new bus payment system launched by First West of England and the West of England Combined Authority.

It aims to provide a ‘simpler way’ for people to pay their bus fare without having to buy a ticket.

First West of England’s managing director, Doug Claringbold, said the move would speed up the boarding process and encourage more people to use buses when alternatives to cars are ‘the environmentally friendly’ and ‘cost effective’ option.

It means passengers won’t have to worry about which ‘zone’ they’re in or which ticket to buy, and allows them to check what journeys they’ve made and how much they’ve been charged via an online portal.

Here are all your questions answered on the new scheme.

How does it work?

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Passengers tap their card or device against the reader when they get on the bus and again just before they get off.

First Bus then work out the correct fare for each journey and ensure that customers never pay more than the relevant Day ticket fare each day they travel, no matter how many journeys they make.

Metro Mayor Dan Norris (left) with First West of England managing Director Doug Claringbold trying out the Tap On, Tap Off system in Kingswood.Metro Mayor Dan Norris (left) with First West of England managing Director Doug Claringbold trying out the Tap On, Tap Off system in Kingswood.
Metro Mayor Dan Norris (left) with First West of England managing Director Doug Claringbold trying out the Tap On, Tap Off system in Kingswood.

The readers accept debit and credit cards, including pre-paid debit cards.

You can also use Google or Apple Pay on your mobile phone or smart device – but remember to use the same device every time or you might get charged extra.

What are the benefits of using Tap On, Tap off?

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Tap On, Tap Off aims to simplify bus journeys for customers who would otherwise need to work out which ticket they need. It also removes the risk of wasting a ticket when plans change, as it will only ever charge customers for the travel they actually make.

This could benefit someone who buys a Day ticket expecting to use several buses but then only makes a return journey, or a worker who buys a Week ticket upfront but then doesn’t have to go into work as often as they expected. Not having to buy a ticket from the driver also speeds up the boarding process.

Can I still make a contactless payment like normal? What’s the difference?

Contactless payment is still available for all tickets. Tap On, Tap Off is quicker as you don’t need to ask the driver for a ticket. Drivers will also still accept cash payments.

The metrobus will remain a Buy Before You Board and Tap On, Tap Off only service. For other tickets (including Child, Student or Group), purchase from the iPoint machines at metrobus stops or on the First Bus app prior to boarding.

The Tap On, Tap off fares.The Tap On, Tap off fares.
The Tap On, Tap off fares.

Will the driver still give me a printed ticket if I need one?

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Some people like to have a paper ticket for their records or to claim money back. According to First Bus, drivers are still happy to print off a ticket should a passenger request one, and there are no plans to phase out paper tickets altogether.

It’s worth noting that if you use Tap On, Tap Off you’ll receive an electronic notification on your bank statement which you can also use for expenses claims.

Can I get a student, young person or child fare using Tap On, Tap Off?

No, the scheme is for adult fares only, so you would be charged the adult price.

What happens if you forget to ‘tap off’ the bus?

You will be charged the single journey price to the end of the route. But First Bus said ‘mistakes happen’ and advised passengers to contact them at www.firstbus.co.uk/help-and-support if they forget.

When does the scheme launch and where?

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TOTO which will be officially launched across all First West of England’s services on Sunday, July 17.

It’s available across all ticket zones: Bristol, Bath, Weston-super-Mare and West of England.

Once the scheme goes live you’ll be able to check what journeys you’ve made and how much you’ve been charged them via an online portal.

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