Transport for NSW is undertaking a number of On Demand trials across NSW and will evaluate the various trials once they are complete. For further information, please refer to the Transport for NSW website www.transportnsw.info

Can children travel on Keoride?

Children under 4 cannot travel with Keoride.

Children aged 4 – 7 can travel when accompanied by an adult and secured in a forward facing approved child restraint. If you require a child restraint, please notify the Keoride team on 1800 536 743 when booking your trip to confirm availability.

Children aged between 8 – 12 can travel when accompanied by an adult. Children aged 12-15 may travel alone but we advise they alert the driver when boarding the vehicle and have a contact number for a guardian/parent.

Are concessions available for the service?

Yes there are concession fares available.

What type of vehicles are used?

The Keoride fleet of vehicles includes passenger cars and passenger vans that have been chosen to provide a comfortable and safe journey for passengers. The fleet is regularly maintained to the highest standards to ensure they comply with all safety laws for public transport vehicles. In addition, the fleet have cameras and specific safety systems installed to protect passengers and drivers.

Who drives the vehicles?

Each driver undertakes rigorous licence checks and health and safety clearances before starting work as a Keoride driver. In addition, drivers participate in an induction process that includes customer service, vehicle safety and driver training. All Keoride drivers must have and maintain a clean driving record and we regularly review our drivers performance from both a safety and customer service perspective.

Will I always be able to get a trip when and where I want it?

The On Demand technology is designed to match available fleet with customer requested trips and congregate people moving to similar destinations into the same vehicle. On occasion your desired trip may not be available at the time requested. This can be due to high demand for the services or the time in which it takes a vehicle from the fleet to get to the requested pick up or drop off point. The technology is new and exciting, and we are learning every day how to best optimise our service to the way people want to travel. The Keoride team always does its best to respond to customers’ needs.

How far will I need to walk to the vehicle?

The maximum distance you will need to walk will vary depending on the amount of demand from other passengers. Generally speaking you may be asked to walk 100 – 200 metres. However, it may be more or less than this and will never exceed 500 metres.

Who is providing the service?

The Keoride service is proudly provided by Keolis Downer as part of the NSW Government’s On Demand Transport pilot program.

Bookings

How do I use Keoride for the first time?

The fastest and easiest way to book your trip is through the Keoride app. The app is available for free download from the Google Play Store or Apple App Store.

The first time you use the App will require a little bit of time to register a profile. Once this initial registration has taken place all subsequent bookings will be quicker as the system will remember your profile.

How do I book my trip?

You can book your trip via the Keoride app, phone (1800 536 743) or on our website booking here.

How do I use the service if I don’t have a smartphone?

People who do not have a smartphone can book the service by calling our contact centre on 1800 536 743 or use our booking page here.

How do I change my booking?

Pre-scheduled trips
You can change your booking via the app or by calling Keoride on 1800 536 743.

On Demand trip
You can only cancel an on demand trip via the app. Simply cancel the trip in the app and then rebook when you are ready to travel. Please note that there may be a cancellation fee if you cancel within 30 minutes of a booking.

A cancellation fee will not apply in the following instances:

Someone from the Keoride team cancels the ride
The service is running more than 3 minutes early
The service is running more than 3 minutes late
It is the rider's first time cancelling

What happens if I can’t book my trip?

Call us on 1800 536 743 if for any reason you are unable to book your trip. Our customer service line is open from 5.00 am to 8.00pm, Monday to Friday.

Payment

What does it cost to use the service?

Northern Beaches

From 7 December 2020 On Demand fares will change to align with Opal bus fares. Visit nsw.keoride.com.au/fares

How do I pay?

From 7 December 2020, when you set up an Opal Connect account you’ll be able to earn up to $2 in travel credit each time you transfer between an On Demand service and an Opal service, including B-Line buses. Opal Connect is a convenient new payment platform that makes it easy to pay for travel, track trips and earn travel credit as you go, all in one account.

For details about how Opal Connect works and to create an account, visit transportnsw.info/opal-connect

Note that from 1 January 2021, On Demand services in your area will no longer accept fare payments using Opal cards (OpalPay payments) so you will need to register for Opal Connect to use these services.

Can I get a refund if I cancel my trip?

Your credit/debit card will be charged after you have completed the trip so the only charge for a cancelled trip would be a cancellation fee (where applicable). If a refund is required please call us on 1800 536 743.

Can I use my Opal card on the service?

No. You will need to register for Opal Connect to use these services. For details about how Opal Connect works and to create an account, visit transportnsw.info/opal-connect

Can I pay the driver when he or she arrives to pick me up?

Payments direct to the driver are not accepted as there is no cash held in the vehicles. Currently, payment can only be accepted via credit or debit card at the time of booking.

Accessibility

Can I travel on Keoride with a pram?

No, Keoride is unsuitable for children under 4-years old.

Do you have accessible vehicles in your fleet?

No we currently don't have a wheelchair accessible vehicle available at this time.

Can I travel with an assistance animal?

Approved assistance animals are allowed on all vehicles. For further information on travelling with assistance animals refer to https://transportnsw.info/travel-info/using-public-transport/travelling-with-animals-pets

Media

I have a media, advertising or promotional enquiry, who should I talk to?

Please direct any media enquiries to communications@keolisdowner.com.au