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 will have a date & time corresponding to the current trip, and will have a moving bar running along the ticket. If a ticket meets these criteria but is still not scanning, double check that the passenger is not showing you a video/recording. Tickets that are no longer valid (i.e. if the ticket has been cancelled) will display a banner to tell you this.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 access the situation and advise.

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

Passengers can book tickets right up until the point of departure, so drivers should always wait until the scheduled departure time.

Delays should be reported to our Operations team as soon as possible.

We will send a trip reminder notification 1 hour before departure. Drivers should start the trip in the app when they begin their journey to the first pickup point, and no later than 15 minutes before the trip start 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 dashboard. This will require mobile data (as the driver is on the move) but it shouldn’t be anything exceptional.

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. The team are on hand to help 24/7. You can phone Operations on 01933 812 235 or email at hello@ridetandem.co

Our Operations team is on hand to help 24/7. You can phone the team on 01933 812 235 or email at hello@ridetandem.co. You should contact the Operations team for any live trip queries.

To provide live updates to customers, we need location permissions set to "always". This allows us to maintain tracking during trips if another app is opened or your screen goes into sleep mode. However, location tracking will only be active while a trip is in progress. Once completed, tracking is stopped.

No, tickets are booked by passengers prior to boarding the bus and are stored in their passenger app.All the driver needs to do is scan the QR code on their ticket.

Using the drivers app lets our Operations team monitor live trips allowing us to notify clients of any issues, such as delays, as and when they happen. If it is a ticketed route, scanning passenger tickets allows us to monitor how many passengers are present versus how many signed up.

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/contract.

Drivers should download the RideTandem Drive app and NOT the RideTandem Rider app (as this is for passengers only).

We require digital copies of your Operators Licence, Public Liability, Employers Liability and Motor Vehicle Cover in order to set you up as a provider with us.

Having access to the driver’s phone number allows our Operations team to communicate with them quickly and efficiently during a live trip.

The dashboard will tell you the minimum size vehicle you should assign based on our agreement with you. You won’t be able to assign a smaller vehicle. If for any reason you are unable to provide the correct capacity vehicle, you must let us know as soon as possible.

Dashboard admins and drivers cannot be linked to the same mobile number. 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.

The dashboard is a portal where you can see upcoming trips, typically 7 days in advance. This is where you should add drivers and vehicles to your account, once these are added you can assign them to trips. You will receive a login link when you are onboarded as a provider, we suggest adding this as a bookmark on your browser for easy access.

Yes - you can have multiple admin logins.

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

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 in advance of the trip departure time.

If you are experiencing any difficulties keeping up with payments, please give us a 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.

Your invoice shows you exactly which trips you are being charged for. If you notice a mistake then please email us on hello@ridetandem.co so we can investigate this for you.

Your card is charged the day after you travel with us, so even if you didn’t travel today this charge will be for a previous journey. On weekends and bank holidays it can take longer for these charges to show on your banking app/ statement. You will have received an email invoice breaking down the cost for you if you provided us with an email on signup.

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

If you cannot locate the bus stop, please check the postcode of the stop. If you are having difficulty locating the stop please give us a call.

You’re able to track the location of your vehicle as it arrives, 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 say 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 that would be more convenient for you and others - speak to your employer/ agency.

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 book your ticket by registering to the RideTandem App and following a few simple steps. If you are having trouble downloading the app or booking tickets, kindly call us for assistance.

We kindly ask that all passengers arrive at the pickup stop at least 5 minutes before the transport is scheduled. This helps have enough time for the driver to check tickets and avoids delays in getting all passengers to work on time.

If you are not able to book a one way ticket via the app, please call us for assistance.

Tickets can be cancelled in the RideTandem app up until one hour before departure. If you need your ticket cancelled after this cut off, please call our team on 01933 812235.

Your ticket is only valid for the date stated on the ticket. If you need to cancel your ticket and change it for another day - you can do this via the app and rebook your desired time and day.

You can cancel your own ticket via the app up to an hour before it starts.After this time, you will not be able to change your ticket and will still be charged for your journey.

You can cancel your own ticket via the app up to an hour before the trip is scheduled to start and avoid being charged. After this time,contact us as soon as possible. Kindly note that after the trip has been completed we reserve the right to charge you for the cancellation in some circumstances as explained in your passenger T&Cs.