Travel Card FAQ

The quickest and easiest way to apply for a card is via the website. Visit www.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. (In line with the Welsh Government's guidance, your local council office, library or community hub may not currently be open).

Please contact us on 0300 303 4240 or email travelcards@tfw.wales with your enquiry or if you require support.  

If you’re unable to apply on the website, don’t worry, you can ask a friend, family member or someone you trust to fill in the online application on your behalf.

If you have any queries, please speak to your local council or call 0300 303 4240 to find out where local support is available. Please be aware that you won’t be able to apply by phone.

You’ll need to provide copies of evidence to support your application and a new passport photo. Once you’ve got these, return your form to Concessionary Travel Card, PO Box 55, Penrhyndeudraeth, LL49 0AY.

• Please do not send originals of any documents like passports or driving licences.
• Please also note that ‘recorded’ delivery is not available for PO Box addresses.

Remember, it’s easier if you can find someone to help you apply online at www.tfw.wales/travelcards.
 

To apply, you’ll need to provide the following information:

• Documentation of your address and postcode, this will be checked to ensure that you are an entitled resident in Wales. Guidance on this can be found at https://tfw.wales/eligibility. Documentation of your date of birth, this will be checked to ensure that you are an entitled for the card you are applying for. Guidance on this can be found at https://tfw.wales/eligibility
• Your National Insurance number, if you’re over 16, which is on 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 the application, or you can upload one from your computer.
• If you're applying for a disabled pass, you'll need electronic copies of documents that prove your entitlement - guidance on these can be found at https://tfw.wales/eligibility. Please ensure the documentation includes enough detail, for example the full document showing your full point score and who the document was sent to.

If you’re visiting a local library, 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. (In line with Welsh Government guidance, your local council office, library or community hub may not currently be open). 
 

We aim to get back to you within 10 working days. Please be aware post is currently taking longer than expected due to COVID. 

Your local council offices will be able to support you with your application. (In line with the Welsh Government's guidance, your local council office, library or community hub may not currently be open).

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

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.
 

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

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

There are several reasons why we might not have been able to process your application for a Disabled Person’s Travel Card, for example: 

• 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.

Using your card is simple. When you travel on the bus, all you need to do is:

• Show your card to the driver
• Place your card on the ticket reader
• Find a seat 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.
 

Your Concessionary Travel Card is valid on all eligible bus services that operate in Wales, including those commencing/terminating at points adjacent to Wales, 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 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.
 

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. You can also call 0300 303 4240.

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 bus pass to arrive. This has always been the case since the current scheme was first introduced in 2009.

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 bus pass to arrive. This has always been the case since the current scheme was first introduced in 2009.

No - Councils still continue to own the concessionary travel scheme under the Transport Act (2000). TfW are managing the scheme on their behalf. Councils still play an important part in the process, including the management of the companion plus cards and providing local support. 

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 ensure your data is 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”.

The digital photo must:

• Clearly show your face so that the drivers can recognise you easily
• 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

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.

To comply with GDPR legislation regarding the accuracy of the data that 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.

You’ll receive a reminder before the expiry date allowing you plenty of time to confirm the details that we hold about you and request a new card. In order to ensure that we can contact you please ensure that any changes to your address or means of communication are kept up to date. This can be done easily on our website at www.tfw.wales/travelcards.
 

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 www.tfw.wales/travelcards, or email us at travelcards@tfw.wales. You will need to provide documentation for any changes to name or address. 

Please notify us by emailing us at travelcards@tfw.wales or calling 0300 303 4240 and we’ll ensure the card is cancelled. Once you’ve informed us, please cut up the card.

Keeping your personal data safe is very important to us.

Your information is held securely and used by your local council, 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.

TfW processes your information in accordance with the Transport for Wales privacy statement. 
 

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 0800 464 00 00.

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 0930 Monday - Friday and any time at weekends and bank holidays.