Travelling with a mobility scooter
From Friday 1st May 2026, customers wishing to travel on our buses with a Mobility Scooter will be required to be in possession of a Mobility Scooter permit by completing a short safety assessment at our depot in Holt.
This change is being made to ensure the safety of Mobility Scooter users and other customers on the bus. In the last year, there have been multiple incidents onboard local buses involving Mobility Scooters. As a result, as part of our partnership with Norfolk County Council and the Enhanced Partnership alongside other bus operators, all bus companies in Norfolk will follow the guidance set by the Confederation of Passenger Transport (CPT).
To travel on one of our buses with a Mobility Scooter, you must:
- Attend a safety assessment at our depot in Holt.
- Be in possession of your Mobility Scooter pass.
We are unable to allow travel to Mobility Scooter unless these conditions are met. To arrange a Mobility Scooter assessment, please contact our customer services team on 01263 712800.
Bus operators are not legally required to transport mobility scooters in the same way they do wheelchairs or powerchairs. Mobility Scooters are usually divided into two classes (Class 2 and Class 3); if your Mobility Scooter is a Class 2, you may be able to travel subject to assessment. We are unable to carry a Class 3. You can view our Carriage of Mobility Scooter policy in full here.
Mobility Scooters must be no more than 600mm wide, 1000mm long and weighing no more than 300kg when occupied, with a turning radius not exceeding 1200mm to be allowed to travel on the bus.
Your new Mobility Scooter pass will be valid on all bus operator’s services in Norfolk and is valid for 5 years. Similarly, we accept Mobility Scooter passes issued by other operators.
Q. I have never had a problem before, why do I now need an assessment?
A. Our new Mobility Scooter conditions are being introduced so that there is a clear approach on all buses operating in the area and as a result of recent incidents involving Mobility Scooters on buses.
Q. What will happen at the safety assessment?
A. Our friendly advisor will take measurements of your Mobility Scooter and give you safety demonstration of how to safely board and park on the bus. If for any reason you do not meet the requirements of the assessment, a pass will not be issued.
Q. Where does the assessment take place?
A. Assessments are available at our depot in Holt. It is your responsibility to arrange transport for the Mobility Scooter to the depot.
Q. What does the Mobility Scooter pass do?
A. The pass confirms that your Mobility Scooter is safe to bring onto the bus and that the user is competent in manoeuvring on and off the bus. The pass is not a ticket for travel, you will need to purchase a bus ticket or show a valid concessionary pass.
Q. If I forget or lose my pass, can I travel with my Mobility Scooter?
A. You will not be able to travel without your pass.
Q. Do I need to pay for the assessment or pass?
A. No, it is completely free of charge.