Travel Card FAQ

How do I apply for my Welsh Concessionary Travel Card?

The quickest and easiest way to apply for your card is on our website. Visit tfw.wales/travelcards and follow the simple instructions. Alternatively, pop into your local library or community hub where you’ll be able to access the internet.

If you prefer, you can also ask a friend, family member or someone you trust to fill in the online application on your behalf.

You’ll need to provide copies of evidence to support your application and a new passport photo.

Don’t worry if you or a friend or family member can’t apply online. You can request a paper application form by contacting us on 03003 034 240 or by emailing travelcards@tfw.wales. Once you’ve completed your application form, please return it to: Concessionary Travel Cards, 3 Llys Cadwyn, Pontypridd, Rhondda Cynon Taf, CF37 4TH.

• Please don’t send originals of any documents like passports or driving licences.

If you have any enquiries or need any help, please contact us on 03003 034 240 or email travelcards@tfw.wales.

What information do you need from me to apply for my card?

You’ll need to provide the following information when you apply:

• Documentation of your address and postcode so we can check you’re a resident of Wales.
• Documentation of your date of birth so we can check you’re entitled to the card you’re applying for. 
• Your National Insurance number if you’re over 16. You’ll find this on your pension statements, disability statements or payslips.
• A recent passport-style photograph. If you're applying on a phone or tablet, you'll be able to take this at the relevant point in your application; or you can upload one from your computer.
• If you're applying for a Disabled Person’s Concessionary Travel Card, you'll need electronic copies of documents that prove your entitlement. Please make sure your documentation includes enough detail; for example, every page submitted (don’t forget the document may be two-sided) and allowing us to see the reference numbers at the bottom of every page.
• Additional guidance on documentation to evidence address, postcode, date of birth and disability eligibility can be found at tfw.wales/eligibility.

If you’re visiting your local library or community hub, or asking someone to apply on your behalf, please make sure you have all this information available, including your National Insurance number. We can’t process your application without it.

How long does it take to receive my new card?

If your application has been approved, you should receive your card within 10 working days. 

Will I be able to sort out my application at my local council office?

Your local council offices will be able to support you with your application. 

To find out where local support is available, please contact your local council or call 03003 034 240. Please be aware that you won’t be able to apply on the phone.

 Why haven’t you been able to process my application for a Disabled Person’s Travel Card?

There are several reasons why we might not have been able to process your application: 

• The documentation doesn’t include enough detail, for example only the front page of the PIP letter has been provided and not the full document showing your full point score.
• No official documents have been provided or they are unreadable. 
• The documentation doesn’t indicate who is eligible for support, for example only the point score page has been provided and not the full document showing your name and address.
• The document doesn’t support an application for a Concessionary Travel Card on the grounds of disability.

Here are some examples of documents that will and won’t be accepted:

This is my first card; can I reclaim my travel costs while I’ve been waiting for my card to arrive?

While we recognise that waiting for your card to arrive can be frustrating, we’re unable to reimburse any travel costs incurred while you’re waiting for your card to arrive. This has always been the case since the scheme was first introduced in 2009.

I’m waiting for a replacement card; can I reclaim my travel costs while I’ve been waiting for my card to arrive?

While we recognise that waiting for your card to arrive can be frustrating, we’re unable to reimburse any travel costs incurred while you’re waiting for your card to arrive. This has always been the case since the scheme was first introduced in 2009.

I have a disability. Am I entitled to a Concessionary Travel Card?

Please refer to the guide on eligibility and the evidence you’ll need to provide.

If you’re still unsure whether you qualify for a Disabled Person’s Concessionary Travel Card, please contact your local council.

I’m disabled and I’m unable to travel alone; how do I apply for my first Disabled Person with Companion Travel Card?

Please refer to the guide on eligibility and the evidence you’ll need to provide. 

All companion cards are processed by local councils, so please contact your local council if you require a companion pass.

I’m 60 in a few weeks’ time. When can I apply?

You can apply for a card up to 14 days before your 60th birthday.

Why do you need my National Insurance number?

We fully understand that cardholders are concerned about privacy and confidentiality of personal information.  We take this extremely seriously and have taken many steps to keep your data safe. Our privacy notice provides more information.

The Wales Audit Office publishes a set of data which it recommends that public authorities collect to prevent fraud.  The latest publication is available on the WAO website here.

The section “Concessionary travel passes (ADULT ONLY) - 2018-19 data specification”, lists the National Insurance number as an important identifier and states that “The data required is for all current adult holders of a concessionary travel pass”.

Are my personal details safe?

Keeping your personal data safe is very important to us.

Your information is held securely and used by your local council, the Welsh Government and Transport for Wales to administer the scheme and prevent fraud.

Your card displays your name and the expiry date and doesn’t contain any other personal details.

We’ll processes your information in accordance with the Transport for Wales privacy statement.

I have a Disabled Person or Disabled Person with Companion Travel Card. Why have I been contacted for additional information?

If you hold a Disabled Person or Disabled with Companion Concessionary Travel Card, we will contact you around the date the disability eligibility documentation you provided upon applying expires for additional supporting documents. This is to make sure that you’re still eligible for your card.

Your entitlement revalidation date will usually be different to your card’s printed expiry date.

I need to supply a new photo - what are the requirements?

Your digital photo must:

• Clearly show your face so your driver can easily recognise you 
• Include your head and shoulders
• Contain no other objects or people
• Be taken against a plain light-coloured background

You should:

• Face forward and look straight at the camera
• Have a plain expression and your mouth closed
• Have your eyes open and visible
• Not have a head covering (unless it's for religious or medical reasons)
• Not have anything covering your face, including your hair
• Not have any shadows on your face or behind you

Here are some examples of what photos will and won’t be accepted:

We don’t have the same strict requirements as passports (which use the photo for biometric identification) but it’s important that drivers can recognise you from your photo.

 I need to supply new documents, what are the requirements?

As well as meeting the eligibility criteria, your documents must:

• Include enough detail, for example showing the front page of the PIP document and your full point score
• Be official and readable
• Indicate who is eligible for support

The easiest way to submit documents is by scanning or photographing them and uploading them to your application at portal.tfw.wales. The pictures of your documents should:

• Not be too cropped or zoomed 
• Be correctly focused
• Be taken in good light

Here are some examples of documents that will and won’t be accepted:

How do I use my Concessionary Travel Card?

Using your card is simple. When you get on the bus, all you need to do is show your card to the driver, place your card on the ticket reader and enjoy your free journey.

Please remember your card can only be used by you. Allowing someone else to use it may lead to the card being cancelled and/or its renewal being refused. Where a Disabled Person with Companion Concessionary Travel Card has been issued, the companion will only be allowed to travel for free when accompanying the cardholder for the whole of the bus journey.

Further information is available in the full terms and conditions of the scheme.

Where can I use my Concessionary Travel Card?

Your Concessionary Travel Card is valid on all eligible bus services that operate in Wales. This includes those commencing/terminating at points in England, provided that the cross-boundary journey doesn’t involve a change of bus in England. You can also use selected rail services operating in Wales.

Please be aware that you can’t use your card on coach services such as National Express, Megabus or City Sightseeing. However, companies may offer discounts to Concessionary Travel Cardholders.

Further information is available in the full terms and conditions of the scheme.

What if I lose or damage my new card - who do I contact?

If you lose or damage your card, the quickest and easiest way to request a replacement is by logging into your account on the website. 

If you require further support, please contact us on 03003 034 240 or email travelcards@tfw.wales.

Why is there an expiry date on my card?

To comply with GDPR legislation regarding the accuracy of the data we hold about you, we’re no longer able to issue cards that don’t have a printed expiry date. This is because we need to regularly revalidate the information that we hold. 

The details on my Concessionary Travel Card are incorrect or have changed; what should I do?

It’s important to keep your personal information up to date. If you change your address or any other details, please let us know at tfw.wales/travelcards. You’ll need to provide documentation for any changes to name or address. 

If you require further support, please contact us on 03003 034 240 or email travelcards@tfw.wales. 

How do I find out about bus times?

Traveline Cymru provides times and route information about all bus, coach, rail, ferry and air services in Wales. They offer an internet-based enquiry service which is available at www.traveline.cymru. You can also call them on 08004 640 000.

Can I use my card for train travel?

You can travel for free on the following Transport for Wales rail services:

• Wrexham - Hawarden Bridge
• Machynlleth - Pwllheli (Cambrian Coastline) - October to March only
• Llandudno - Blaenau Ffestiniog (Conwy Valley line)
• Shrewsbury and Llanelli/Swansea (Heart of Wales Line) - October to March only

You’ll need to show your Concessionary Travel Card to get a free ticket from the ticket office before you travel. If there’s no ticket office or if it’s closed, you can get one from the conductor on the train. 

You can also get 1/3 off tickets to travel on the Cardiff and Valley network after 09:30 Monday - Friday and any time at weekends and bank holidays.

Has Transport for Wales taken over the concessionary travel scheme from councils?

No - Councils continue to own the concessionary travel scheme under the Transport Act (2000) - we’re managing the scheme on their behalf. Councils still play an important part in the process, including the management of the Disabled Person with Companion cards and providing local support. 

A relative has passed away who had a Concessionary Travel Card. How do I cancel it?

If you’ve used the Tell Us Once service, we should have already been notified and cancelled the card. 

If you still require assistance, please contact us by emailing travelcards@tfw.wales or calling 03003 034 240 and we’ll ensure the card is cancelled. Once you’ve let us know, please cut up the card.