Speedy Boarding FAQs

Why are routes 1X, 3X and 25X only accepting non-cash payments?


Accepting non-cash payments helps reduce delays and improve reliability. Faster payments mean quicker boarding, shorter stop times and more punctual journeys for everyone. We’ll continue to support passengers who may need additional assistance.

How will customers be informed about the introduction of non-cash payments on express services?


Information about the introduction of non-cash payments on express services is being shared through multiple channels, including onboard posters, bus stop notices, printed leaflets, customer communications, online information, onboard screens and audio announcements. We have also contacted local secondary schools directly.

We’re taking steps to ensure information is accessible, clear and available through both digital and non-digital channels. 

Which services are affected?


From 26th May 2026, non-cash payments will apply on routes 1X, 3X and 25X only. All other Brighton & Hove Buses services will continue to accept cash.

Who may need additional support with the introduction of non-cash payments on express services?


We recognise that moving to non-cash payments may require some customers to travel differently and additional support may be helpful for some people. This could include customers who usually pay with cash, younger people travelling independently or anyone who would benefit from more information about the payment options available.

We’re providing clear information, accessible guidance and a range of alternative ways to pay, including The Key, the Brighton & Hove Buses app and scratchcards where available. Support is also available to help customers understand their options and travel with confidence.

What support is available for customers who are unfamiliar with non-cash payment options?


Customers who would like guidance on using non-cash payment options can contact Customer Services or visit our Travel Hub or Travel Desk for advice about the payment methods available and support with choosing the option that works best for them. 

Customer Services
Monday to Friday - 06:00-22:00

Saturday, Sunday and Bank Holidays - 08:00-22:00

Phone: 01273 886200

SMS assistance for passengers: 07583 051915

Email: [email protected]

Facebook: facebook.com/brightonbuses

Brighton & Hove Buses Travel Desk
43 Conway Street
Hove
East Sussex
BN3 3LT

Monday to Friday - 08:30-17:00

Brighton Travel Hub
27 North Street
Brighton
BN1 1EB

Monday to Friday - 08:30-18:30

Saturday - 09:00-17:30

Sunday and Bank Holidays - 09:30-16:00

What accessibility and inclusion considerations have been explored?
Accessibility and inclusion have been considered throughout the planning for the introduction of non-cash payments on express services. This has included reviewing how different customers may experience the new payment arrangements and identifying where additional information, support or alternative options may be helpful.

Measures have been introduced to support customers, including accessible communications, Easy Read information, non-digital sources of information and access to advice through Customer Services, the Travel Hub and Travel Desk. These arrangements are intended to help customers understand the payment options available and support a positive travel experience.

What payment methods can I use on express services?

What are my options if I usually pay with cash?
Customers who usually pay with cash can continue to travel using services that accept cash, including routes 1 and 25, or choose from a range of payment options available on express services. Support and advice are available through Customer Services, the Travel Hub and Travel Desk to help customers find the option that works best for them.

Can I still pay with cash on other Brighton & Hove Buses services?
Yes, cash will continue to be accepted across the rest of the network, including routes 1 and 25.

Can I still use my concessionary pass on express services?
Yes, concessionary passes will continue to be accepted on express services.

What if a customer with access needs relies on an express service for an essential journey, such as a hospital appointment?
We recognise that some customers, including disabled passengers and people with access needs, may rely on express services because of journey time, accessibility, confidence or the importance of arriving at appointments on time.

To support customers, guidance and information will be provided to drivers and Customer Services teams to help them assist passengers and explain the payment options available. Additional support measures will also be in place during the introductory period to help customers prepare and reduce any difficulties when travelling.

How will the introduction of non-cash payments be monitored?
Following implementation, we will continue to review customer experience and operational performance to understand how the introduction of non-cash payments is working in practice. This will include monitoring customer and driver feedback, ticket machine data and punctuality information.

We will also review accessibility-related feedback to help identify where additional support, communication or adjustments may be helpful and ensure customers continue to have a positive travel experience.

Will non-cash payments be introduced on other routes in future?
At this stage, non-cash payments are being introduced on routes 1X, 3X and 25X only. Any future decisions would be considered carefully and informed by customer feedback, operational performance and accessibility considerations.

We will continue listening to customers and reviewing how the introduction works in practice, with the aim of supporting reliable, frequent and accessible journeys.