New from 13 June 2022
This is your new on demand bus service, known as a Demand Responsive Transport solution, that is available in the north of Mole Valley (MV1) for everyone. It also serves a number of locations outside of Mole Valley. It is a safe and reliable bus sharing service that will connect you to your local community.
- How does demand responsive transport work?
- Where can I travel?
- When can I travel?
- Who can use the service?
- How much does it cost?
- What happens if my bus doesn't turn up?
- How long will the connect driver wait for me?
- Can I cancel my journey, and will I be charged?
- Can I travel in my wheelchair?
- Does the bus have seatbelts?
- Can my child travel alone on the connect bus?
- Can I use the service to go to school?
- Who is the service operated by?
- Our privacy statement
How does Demand Responsive Transport (DRT) work?
To use this service you will need to provide your email address or telephone number to register an account.
You can do this via:
- Our connect website
- Download the "Surrey connect" mobile App Available from Google Play (Android) or the App Store (iPhone).
- Call us at 0300 123 7751. The booking line is open Monday to Friday 9am to 5pm.
The connect service uses accessible minibuses with journey bookings made on a first come first served basis. Our software cleverly groups customer demands together in real time.
When the booking is made with the "leave at" feature, the software takes your requested time and compares it with other customer requests in the area, and links them up to create single journeys that are convenient for a group of users at once, scheduling the pickup time within a window of 10 minutes before or 10 minutes after the preferred booking time.
Alternatively, if you need to be at your destination for a specific time, such as a train departure, you can use the "arrive at" feature. It will then dynamically generate options for you that will get you there with up to 10 minutes to spare and ensure you are never late.
To book your journey it's super simple. We just need four pieces of information from you:
- Where do you want to be picked up and dropped off?
- How many passengers will be travelling?
- When you would like to travel and what time? Remember to select "arrive at" if you need to get somewhere at a specific time!
- Do you need wheelchair access?
You'll then be presented with a list of journey options that suit your needs. Choose your option and confirm the journey. You will receive an email confirmation of your journey straight away. Two text message reminders will be sent the day of your journey. The first will be 30 minutes before your pick-up time and the second will be 10 minutes before. If there are any delays (more than 10 minutes) or interruptions you will be notified straight away.
Passengers can travel anywhere in the north of Mole Valley. There are no fixed routes on this service. In addition, you can also travel to specific locations outside of Mole Valley which are shown below:
- Effingham Junction station
- Dorking Main and Dorking Deepdene station
- Cobham, Waitrose
- Cobham, Sainsbury's
- Epsom hospital (front entrance)
- Epsom hospital (back entrance)
- Dorking, Waitrose
- Dorking hospital
Bus stops along the A25:
- Road: A25 Westcott Road
- Exact Location: 5 Guildford Road, Westcott, Dorking RH4 3NG
- Brockham Lane
- Road: A25 Reigate Road
- Exact Location: 8 Reigate Rd, Brockham, Betchworth RH3 7EU
When can I travel?
The connect service operates Monday to Friday 7am to 7pm and Saturday 8am to 6pm.
You can book up to 7 days in advance or on the same day. A minimum of 30 minutes notice is required to communicate your booking with the connect driver.
Who can use the service?
The connect service can be used by anyone (young, old and in-between!)
How much does it cost?
Adult single fare:
- Under 5 miles: £2
- 5 miles and over: £3
Under 20's single fare:
- Under 5 miles: £1
- 5 miles and over: £1.50
Free bus pass holder:
- Under 5 miles: Free
- 5 miles and over: Free
What happens if my bus doesn't turn up?
You will always be informed if your bus is running more that 10 minutes late. If it still hasn't arrived then please call our call centre (0300 123 7751) who will then be able to help you out.
How long will the connect driver wait for me?
As the connect service is a shared service, keeping to time is key to ensure that all passengers have the best experience. Our drivers will wait a maximum of one minute for you before moving off. This will ensure that other passengers onboard are not delayed.
Can I cancel my journey, and will I be charged?
You can cancel your journey up to 30mins before you are due to board the bus (if payment has been taken, you will not be charged)
Can I travel in my wheelchair?
Please note that only self-propelled wheelchairs are suitable to be carried. The bus service is unable to accommodate large heavy electric wheelchairs. When booking via the App or website there is an option to select if travelling in a wheelchair. If you book via the call centre then you will need to let the call centre advisor know that you are travelling in your wheelchair. Your driver will ensure that you are safely secured on the vehicle prior to travel.
Does the bus have seatbelts?
Yes the vehicles are fitted with seatbelts which are height adjustable. We ask all passengers to wear the seatbelts provided.
Can my child travel alone on the connect bus?
All children under 11 must be accompanied by an adult.
Can I use the service to go to school?
We are currently not able to fulfil journeys related to travel to/from schools in the peak morning and afternoon times. Timetable information for local bus services which service schools in the area is available here: Local bus services serving schools. Students who are travelling to further educational establishments and colleges outside of the area can still use the service to access rail stations and other bus stops.
Who is the service operated by?
The Mole Valley connect service is being operated on behalf of Surrey County Council by Mole Valley District Council. If you have any queries about the service please email us on firstname.lastname@example.org
Our privacy statement
For information relating to how your personal information is used, please see Mole Valley connect privacy statement.