Frequently asked questions

Generally we would advise the driver to wait 1 minute past departure time if passengers are missing, unless previously agreed with our operations team to hold departure for a passenger. If it is a return trip and passengers are missing please call our Operations team who will advise.

Times shown are departure times, however please allow 1 minute waiting time if passengers are missing. If in doubt, call our Operations team.

A valid ticket when scanned will display a green circle with a tick mark; an invalid ticket when scanned will display a red circle with an X. A valid ticket will also have a date & time corresponding to the current trip, and will have a moving bar running above the QR code during the live trip period.Tickets that are no longer valid (i.e. if the ticket has been cancelled) will display a banner to tell you this. If there are multiple buses, check that the vehicle registration on the ticket matches the vehicle they are trying to board. Some passengers may have paper tickets, if these do not scan this is likely an invalid ticket that they have not booked. If ever in any doubt, please call our Operations team who will be able to assess the situation and advise.

On some routes, passengers are able to book tickets right up until the departure time, so drivers must go to all pickups even if there are no passengers booked on. If there are any stops that aren’t used frequently, let your manager know.

Drivers must always wait until the scheduled departure time.

Delays or breakdowns should be reported immediately when safe to do so to our Operations team on 01933 812235.

Drivers should start the trip in the app when they begin their journey to the first pickup point, and no later than 30 minutes before the scheduled first pick up departure time.

An internet connection is required to download and install the app, so we recommend this is done over WiFi to limit data usage. An internet connection is required for use of the app, including during a live trip to send location changes and passenger events to our hub. This will require a limited amount of mobile data.

In the app there is a phone symbol that says “support” underneath. Clicking this will take you to our Operations team contact details. On the main screen this will be found at the top right and during a live trip this will be on the bottom left of the screen.

Drivers should contact our Operations team for all queries during a live trip. Phone 01933 812235 24/7 to get help.

Throughout the app drivers will see a phone icon with “support” beneath it. Tapping this will open a pop-up with our Operations team’s number to call in one tap.

No - location tracking is only active during a live trip: from the time you tap ‘start trip’ in the app, to the time you tap ‘complete trip’ in the app (or it automatically completes upon arrival to the final stop). We need location permissions set to "always" to provide live updates to clients. This allows us to maintain tracking during trips if another app is opened or your screen goes into sleep mode.

For the majority of our routes, no. If the route you’ve been assigned requires this, you will have been provided with appropriate instructions and any required hardware beyond our app. If you’re unsure, please contact our Operations team.

Our clients require us to monitor live trips and notify them of any issues, such as delays, in real time Most clients also require tracking of passengers boarded and absent..Using the Driver app allows you to easily scan passenger tickets, and share tracking information without our Operations team having to disrupt you during your trip for updates.

All training and guides are provided prior to routes going live. Our Operations team is on hand to support drivers and operators throughout live trips. Your account manager can help with any non-live trip related queries.

Your account manager will be your contact for any queries regarding routes, and also someone you can reach out to with feedback and questions. You can find their contact details in your onboarding email/contracts.

Drivers should download the RideTandem Driver app with the black and yellow icon (NOT the RideTandem Rider app with the black and teal icon).

We require digital copies of your Operator’s Licence, Public Liability, Employer’s Liability and Motor Vehicle Cover in order to set you up.

A mobile number is required to register a user securely for our Driver app. Having access to the driver’s phone number also allows our Operations team to communicate with them quickly and efficiently during a live trip in case of any issues.

The Hub will tell you the minimum size vehicle you must assign based on our agreement with you. You are free to assign a larger vehicle, however you won’t be able to assign anything smaller, and we will pay you for the agreed sized vehicle only. If you are unable to provide the correct capacity vehicle, you must let us know as soon as possible.

If you encounter any issues, please contact your account manager (or Operations when out of hours) and we will be more than happy to assist you.

he Hub is an online tool where you can see upcoming trips, typically 7 days in advance. This is where you should add drivers and vehicles to your account, and once added, assign them to trips. You will be emailed an invitation to create your account password and login. We recommend adding the site as a bookmark on your browser for easy access.

Yes - you can have multiple admin logins.

You must assign a driver to a trip to enable the driver to see and track the trip in our Driver app. This also gives our Operations team contact information for the driver should any issues arise.Assigning a vehicle to a trip allows our passengers to see the vehicle details in our Rider app, to show them which vehicle they should be boarding.

All training and guides are provided prior to routes going live. Our Operations team is on hand to support drivers and operators throughout live trips. Your account manager can help with any non-live trip related queries.

You can assign drivers and vehicles to trips daily or for the week ahead - whatever works best for you. But these must be assigned at least 30 mins in advance of the trip departure time.

If you are experiencing difficulties keeping up with payments, please email or call to discuss your options.

You should be able to access your tickets without data. However if you are still having issues viewing your ticket, please contact us for assistance. We are also able to email a paper boarding pass to you to show the driver if you do not have access to a smartphone.

If you believe there has been a mistake, please email us at hello@ridetandem.com so we can investigate this for you.

Your card is charged approximately 24 hours after you travel with us. You can review all of your invoices with your exact dates of travel in the app by tapping the top left menu icon, tapping Payments, and tapping Payment history.

Your ticket will show you the colour and registration of the vehicle if we have this information available in advance. If you’re unsure if the vehicle is the right one, ask the driver for the destination or contact RideTandem to confirm.

The exact location of the stop can be found in the app by tapping on your upcoming trip, and selecting the Map tab.If you enable location services on your device when you register for our app, or at any time from your device settings, you will be able to see the location of your assigned vehicle in relation to your current location. If you are still having difficulty locating the stop please contact us via email or phone for clarification.

You’re able to track the location of your vehicle via the app Map tab, usually around 10-15 minutes before the journey is due to start. This service isn’t available for all journeys. If you cannot track your vehicle via the app, then assume it will arrive at the scheduled time unless we contact you to notify you otherwise.

The time on your ticket is the time the bus will depart from the stop. Please be at your pick up stop at least 5 mins before departure time to avoid missing the bus.

Drivers will only stop at designated stops that are planned. If there’s a more convenient stop you think should be added to the route please speak to your employer.

Please contact your employer or ride-organising organisation to get the correct Route Code to register in the app, or they may be able to register you directly

We’re unable to transport any type of vehicle including bicycles on the transport due to space restrictions and safety reasons.

You can easily book your ticket by using our Rider app. If you are having trouble using the app, please email or call us for assistance.

We kindly ask that all passengers arrive at the pickup stop at least 5 minutes before the trip is scheduled to depart. This helps have enough time for the driver to check tickets and avoids delays in getting all passengers to work on time. Drivers are required to leave each stop at the scheduled departure time.

This is possible on some routes. However, some employers require passengers to book a return trip. If you regularly only require a one-way ticket, please speak with your employer to request they change your route policy.

Tickets can be cancelled in the app up to one hour before scheduled trip departure. Kindly note we cannot cancel tickets once a trip has started and you will be charged for your trip if there is a price associated.

Your ticket is only valid for the date and time stated on the ticket. If you need to change this please cancel your ticket via the app at least an hour before scheduled trip departure and rebook for your preferred date or time.

You can cancel your own ticket via the app up to an hour before the trip is scheduled to start and avoid being charged. Kindly note that after the trip has started, you will not be able to cancel your ticket and will be charged for your journey if there is a price associated.

You can cancel your own ticket via the app up to an hour before the trip is scheduled to start and avoid being charged. Kindly note that after the trip has started, you will not be able to cancel your ticket and will be charged for your journey if there is a price associated.