Commuter COVID-19 FAQ's | The Kings Ferry | Coach Hire Company UK
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Commuter COVID-19 FAQ's

How do I freeze my commuter ticket?

To freeze your commuter ticket as a result of the PM's latest briefing, please click here to complete this form.

If you have not travelled since before lockdown, there is no need to complete the above as your ticket is already suspended.

When you are ready to return to work in London, please click here to complete this form.

How do I reinstate my commuter ticket?

Please click here to complete this form to arrange the reinstatement of your commuter ticket.

How long does ticket freezing last for?

There is currently no end date for our ticket suspension offer. When you are ready to return to work in London, please click here to complete this form.

I am awaiting a response from my email, what is the best way to contact you?

We apologise for any delay in our responses. Due to the COVID-19 outbreak, we have had limited staff available to answer customer queries. We hope that these FAQ's have answered your questions. Should you wish to talk to a member of our teams, please use the live chat function by clicking here.

I have recently retired, am I able to get my ticket refunded?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

I have been charged for a commuter ticket even though the services is not running, how do I get a refund?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

What areas does your commuter service normally cover?

Our standard London Commuter Services cover areas of Medway, Maidstone, Swale, New Ash Green, Meopham and Vigo. However, we are currently operating a reduced service due to many customers still WFH. 

As more and more people return to work we plan to increase the services we have available and the areas covered. Once you have confirmation of your return to work date, please click here complete our survey.

For details of our current services, please click here

Do I have to wear a face covering on-board the commuter services?

Yes, all customers must wear a face covering throughout their commuter journey unless they are exempt. 

How do I reserve a seat on-board the commuter service?

You are now required to reserve a seat onboard your chosen AM and PM coach in addition to purchasing or activating a ticket. The seat reservation system is available through our mobile ticketing system, please click here

Click here to watch our seat reservation process

Please note, you must purchase/activate a ticket for your journey in addition to reserving your seat. Click here to watch our ticket purchasing video.  

Are there any changes to the boarding process since Covid-19?

Yes, customers must now follow this procedure when boarding the coach:

1. Please ensure you wear a suitable face covering at the point of board and throughout your journey

2. Before boarding, your driver will disembark from the coach to check your temperature and seat reservation confirmation.

3. As you board the coach, scan your valid travel ticket against the ticket machine. Don't forget to use the hand sanitiser located at the front of the vehicle

4. Unavailable seats have been clearly marked for social distancing

Click here to watch our boarding process video.

What extra safety precautions do you have in place since Covid?

These precautions are in place to ensure that you remain safe whilst onboard our services:

- All coaches are fogged daily using the approved Guardicide chemical. Bi weekly, all vehicles are also fogged using an Electrostatic fogging machine.

- All coach air conditioning units are fitted with Hispacold Air Filtration units to provide routine refreshment of air onboard vehicles. 

- All coaches are fitted with a protective driver screen.

- All coaches have an enhanced cleaning routine.

- All passengers are required to be temperature screened before boarding, and wear face coverings whilst onboard the coach.

- All drivers are required to be temperature screened before their duty starts.

- 50% Social distancing is maintained whilst onboard our vehicles, allowing for 1 metre distance between passengers. This is managed via our mobile ticketing seat reservation system  

Am I able to get my ticket refunded?

Due to the current Covid-19 situation, we are offering pro rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions.

To apply for a ticket refund, please click here to complete this online form.

Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

What is the refund policy for NHS staff & keyworkers who have purchased tickets that have not been used due to COVID-19 service suspension?

All commuter tickets, including those held by NHS staff and keyworkers, have been frozen as standard since our services were suspended so you have not lost out on the remaining travel period on your ticket. Services are scheduled to resume very soon and we expect to be in a position to confirm a launch date prior to the end of June 2020. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

What is the refund policy on purchased tickets that have not been used due to COVID-19 service suspensions?

For tickets that have not been used during the COVID-19 outbreak and service suspension period, an extension reflecting the duration in which services have been suspended will be added onto all tickets. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

Will my ticket remain frozen until I return to work?

As standard, your ticket will be frozen from Monday 6th April 2020 up until our services resume. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again.

Will the validity of my current ticket be extended when services resume?

Yes, all tickets will have an extension to their validity period to reflect the duration for which they were not used. When you are ready to return to work in London, please click here to complete this form.

My shift pattern will change when I return to work therefore will not need to travel as often, how will this effect my existing season ticket and will I be able to claim money back?

We are able to convert your current ticket bundles of singles or return journeys for you to allow extra flexibility in your travel. Please click here to complete our ticket reinstatement form here where we will ask you whether you would like to convert the remaining value of your tickets to single/return journeys.

When will the commuter service resume?

Our the team is busily mapping out what services will look like post Covid-19. This includes the introduction of advanced cleaning systems and social distancing measures as well as reviewing routes and timetables to ensure that services are sustainable for the long-term. We expect to be in a position to confirm details of our commuter service relaunch before the end of June 2020.

Will the timetable be the same as the previous contingency timetable?

We hope to be able to provide a more comprehensive timetable than the reduced contingency timetable operated just prior to the lockdown. Our the team is busily mapping out what services will look like post-Covid-19 including the introduction of advanced cleaning systems and social distancing measures as well as reviewing routes and timetables. This is to ensure that services are sustainable for the long-term.

When will the timetable for services from 1st June be available?

We expect our new timetable to be available on our website by 28th May 2020. To ensure that we are able to supply a commuter service that meets your travel requirements and offers complete peace of mind when it is safe to do so, please complete a short survey via the following link

Are you currently running any commuter services?

On Monday 6th April 2020 inline with Government guidelines and for the safety or our customers, staff and country, we suspended all commuter services.

Can I claim back money on tickets/credits that have not been used due to COVID-19 service suspensions?

All commuter tickets will receive an extension of its validity to reflect the duration for which the service has been suspended. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

Can I extend the validity of my existing ticket?

All commuter tickets have been frozen as standard and will receive an extension on its validity to reflect the duration for which that service has been suspended.

Can I freeze a single ticket?

Yes, all ticket types have been frozen as standard and will receive and extension on its validty to reflect the duration for which that service has been suspended.

Can I freeze tickets that I have purchased but not yet activiated?

Yes. All commuter tickets including those with unactivated credits have been frozen as standard and will receive an extension on its validity to reflect the duration for which you have not travelled.

Can I use my existing ticket when the service restarts?

Yes you can. All tickets have been frozen and will gain an extension on their validity period when the our services resume.

How do I cancel my ticket?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

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