About GoSutton

What is GoSutton?

GoSutton is a 12-month bus trial brought to you by Transport for London & ViaVan, operated by Go-Ahead London. It’s an on-demand bus that lets customers request a ride, select their pick-up and drop-off points and pay directly through an app (for iPhone or Android).

GoSutton takes multiple passengers heading in the same direction and books them into a shared bus. The service operates from ‘corner to corner,’ so there are no fixed routes or bus stops. We’ll pick you up and drop you off within 200 metres of your requested destination. This helps us ensure that even with multiple pickups, there are no lengthy detours.

When and where does GoSutton operate?

You can ride with GoSutton between 06.30 and 21.30, seven days per week, in the area outlined below. GoSutton covers the area from the A24 in the western end to Purley Way in the eastern end, and from St. Helier hospital on the northern end to Belmont station on the southern end. The area includes Valley Park Retail, The Phoenix Centre, the Cheam Leisure Centre, and many other commercial and residential hubs. Even if you don’t live or work in the zone you can use the service to travel anywhere within. 

 

Who is driving my GoSutton?

When you book a ride, we connect you with a bus operated by a trained and experienced bus driver employed by Go-Ahead London.

What platform(s) is the GoSutton app available on?

GoSutton’s app is available for both iPhone and Android. It’s free to download in the App Store and Google Play store, so get riding today.

How many people will I share with?

The number of passengers you will share a ride with varies depending on who’s headed in the same direction at the same time; our buses can fit up to 13 passengers at the same time.

 

Getting Started

How do I create a GoSutton account?

If this is your first time using the app, you’ll need to create an account before you can log in and book a ride.

STEP 1: Click on the ‘Sign Me Up’ button in the home screen of the app.

STEP 2: Enter the requested information on the first page of this screen.

STEP 3: Click ‘Next’ to move to the second page. Input your credit or debit card number, followed by the expiry date, the security code, and the billing postcode. If you were referred by a friend, you can enter their personal promo code into the ‘Promo Code’ box by clicking on the blue ‘Redeem your promo code’ option.

Once all of this is completed, press ‘Join’ and you’ll be ready to ride.

*Note: If you have a Freedom Pass, simply enter your Oyster Number (the 10-digit number on the back of your Pass) into our app to ride for free.

Why does GoSutton need my credit/debit card number?

When you sign up for GoSutton, we ask you for a credit or debit card so that you never need to worry about having cash. You can use any credit/debit card to pay for GoSutton. Each time you take a ride or purchase Ride Credit, payment is simple and seamless – we automatically charge your card on file.

The best way to pay for GoSutton is to buy Ride Credit in the app. Before you ride, go to the Menu screen in your app, choose “Ride Credit,” and select how much you’d like to buy. Each time you take a ride, we’ll simply deduct the cost of your ride from your remaining Credit. If you ever run low on Credit, we will deduct any remaining Credit and charge the card on file directly for the remainder of your ride.

 

Riding with GoSutton

How do I book a ride?

Download our free app (available on iPhone and Android), register and create an account, and book a ride in three easy steps:

STEP 1: Move the map until the blue marker is at your desired pick-up location and press ‘Set Pickup.’ You can also manually type your address in the search bar and select the correct one from the dropdown menu.

STEP 2: Move the map until the marker is at your desired drop-off location and press ‘Set Dropoff.’ You can also manually type your address in the search bar and select the correct one from the dropdown menu. GoSutton will take a few seconds to check for available buses and connect you with the best one for your ride.

STEP 3: Review the ride offer in the proposal screen (you may receive several proposals with different arrival times, e.g. in 3 or 8 minutes, and different ride options). Select the one that works best for you and press ‘Book This Ride.’ All the details, including exact pick-up location (remember it may not be where you booked) and information on the bus picking you up will then be displayed.

At times of exceptionally high demand you may find we cannot immediately offer you a ride. In this instance, please try again after a few minutes.

Don’t have a smartphone? Call GoSutton live support at 01903 924259 to book a ride over the phone or send an SMS to 07588 673685.

Don’t forget to leave feedback for your driver after each ride – you’ll help us make sure we always improve the service for you.

Where do I wait for my GoSutton?

After you book a ride, the app will display the pick-up location where the vehicle will meet you. Your exact pick-up spot may differ from where you asked to be picked up. It’s usually the corner closest to the pick-up location you requested, but you may be asked to walk up to 200 metres. Sometimes, the app will give you the address or business name at your pick-up spot to help you find it. Either way, the exact pick-up location will always be displayed in the app.

Make sure you’re at the pick-up spot when the bus arrives. The app will count down the minutes to your bus’ arrival, and we’ll send you an SMS when it is two minutes away and again when it arrives. For assistance, you can reply to that SMS and our Live Support team will help out.

Remember, GoSutton is based on shared ridership, so if you’re more than 60 seconds late at the pick-up point identified in the app, the bus will just have to move onto its next pickup or dropoff. This is the only way we can move everyone so quickly and efficiently throughout your borough.

Want to track your vehicle while you wait? In the app, zoom out from your pick-up spot or click the small compass icon in the bottom right, and you’ll be able to follow the bus on the map as it approaches.

How do I know when my GoSutton will arrive?

After you set your pick-up and drop-off locations, we’ll give you an estimated time until your bus arrives (within 10 minutes). When your bus is two minutes away, we’ll send you an SMS to let you know that your ride is getting close. When your bus arrives, we’ll send you another one to let you know.

How much does a ride cost?

Rides cost £3.50. You can add additional passengers to your ride for £2 each (children under 5 years of age do not need to be added as additional passengers). If you cancel a ride within 1 minute from booking, we’ll waive the cost of the cancellation; otherwise, we’ll charge you £2.

Can I request a specific time for my pickup?

GoSutton operates on-demand only. Just book a ride a few minutes before you need to leave, and we’ll connect you with a bus in real-time.

What do GoSutton buses look like?

The best way to identify your GoSutton bus is by checking the number plate details displayed in your app and in the messages you receive from us. Additionally, our GoSutton buses are wrapped with a recognisable design, so you can easily spot them when they pull up. Just check to make sure the number plate matches and you’re all set to board.

How do I know which bus is mine?

 When you book your GoSutton, we’ll list the information about the bus coming to pick you up directly on the ride screen. This will include the number plate as well as the type of bus.

When your GoSutton is approaching, we’ll send you the number plate information for your bus. All GoSutton buses feature our logo and will be easy to spot.

How old do I have to be to use GoSutton?

13+

Children under the age of 13 can ride with GoSutton when accompanied by a parent or guardian. Children between the ages of 13 to 16 may have their own accounts and ride with GoSutton unaccompanied, but they must have consent from their parent or guardian.

I don’t have a smartphone. Can I still create an account?

Yes, you can create an account over the phone. Please call our live support number at 01903 924259 and we will connect you with our customer service agents who will be able to take your credit or debit card information and set up your account. You can also do this by sending an SMS to 07588 673685.

I am a wheelchair passenger. Do you have buses that can accommodate me?

Yes! All GoSutton buses are fully wheelchair accessible. If you need a wheelchair-accessible bus, please make sure to toggle on the “Wheelchair Accessible” option in your account profile so we can ensure that we are assigning you to a bus with space. We can accommodate all standard wheelchairs and mobility scooters on board our Mercedes Sprinter fleet.

I have a Freedom Pass. Can I travel for free? 

Yes! If you have a Freedom Pass, you can ride for free. Just enter your Oyster Number (the 10-digit number on the back of your Freedom Pass) and you’ll be all set. Remember that you’ll have to show your Freedom Pass to your driver whenever you board the bus. 

Remember, if you’re booking a +1, you will need to have a credit card on file to pay for the additional booking. Only one Freedom Pass can be stored on each account, so any additional +1s must be paid for with a Credit Card, Debit Card, or Ride Credit. When two Freedom Pass riders want to ride on GoSutton, each rider needs to make a GoSutton account, input Freedom Pass details, and book individually.

Can I travel with children?

Please mark them as additional passengers (except for those under 5 years of age) when booking your ride. Children under 5 ride for free.

I have an English National Concessionary Travel Scheme pass. Can I travel for free?

Yes! You can ride for free once we have proof of your status. Please email a scanned copy of your English National Concessionary Travel Scheme pass to [email protected] with the Subject Line “English National Concessionary Travel Scheme” and we’ll let you know once you’re confirmed in our system. Don’t forget: you’ll have to show your English National Concessionary Travel Scheme pass to your driver once you board the bus.

How can I set a favourite location in the app?

If you’d like to save a location to use later, you can always save a favourite in our app. To do so, go to the ‘Favourites’ tab in the app menu. Then, just tap ‘Set Home Address’ or ‘Set Work Address,’ and type in your preferred location. You’ll then be able to use it moving forward.

My driver was great- how can I thank them?

If you had a great experience with a driver, please let us know by filling out the feedback screen in the app after your ride.

How can I provide general feedback?

You can fill out the feedback screen upon completion of your ride or email us at [email protected] anytime.

How do I retrieve something left in a GoSutton?

As soon as you realise an item is missing, please let us know by emailing us at [email protected] Once we confirm that the item has been found, we will let you know when to pick it up at our depot. Please note, unclaimed items will be donated after 30 days.

How do I reset my password?

When logging in, first make sure you are using the exact email address that you used to open your GoSutton account. To reset your password, first open the app and select “Log me in.” In the password box, press “Forgot your password?”

If you need further assistance, don’t hesitate to email us at [email protected].

I’m not receiving my temporary password.

If you are still having trouble, email us at [email protected].

Why is my place-pin in the middle of the ocean?

We’re not quite ready to trial underwater buses, so your map definitely shouldn’t be defaulting to a strange location. Please make sure that Location Services are enabled for the GoSutton app on your phone (‘Settings’ – ‘Privacy’ – ‘Location Services’), and that should bring you back to dry land right away.

Can I change my destination once on the bus?

While we aim to please on every ride, in the event that a change would delay another passenger in the bus or one awaiting pickup, we can’t accommodate requests for changes to dropoffs. If you haven’t gotten on board yet, just cancel the ride and re-book with the new destination.

Where can I see my past rides and purchases?

You can view any past rides and purchases right in your app under ‘Menu’ – ‘History.’

My driver left without me!

If you were marked as a ‘No Show’ and you still need a ride, please re-book directly in your app, and send us an email so we can look into what went wrong.

If your app is indicating that you were picked up, please send an SMS to our Live Support Team directly by replying to any message we have sent you, so we can cancel that ride and make sure you are able to re-book.

 

What is a GoSutton Pass?

The GoSutton Weekly Pass and SmartPass are subscriptions to help riders save on GoSutton rides.

Smart Saver Pass: Pay £5 upfront to unlock 28 days of discounted rides

For 28 days, rides will only cost £2.50 each once you purchase the pass.

Weekly Pass: Pay £22 to unlock 7 days of free rides

For 7 days you’ll receive 2 free rides per day once you purchase the pass.

To purchase a pass, head to the GoSutton app menu and select the page labeled ‘GoSutton Pass.’

Some things to remember:

  • The Pass is activated when you take your first ride
  • Additional fees apply for +1s (additional passengers)
  • Cancellations and no-shows are charged at the regular rate (£2)
  • You can decide whether or not you want the pass to auto-renew
  • With a Weekly Pass daily rides not taken cannot be rolled over to the next day*

 

GoSutton Policies

Can I ride with my pet?

Licensed service animals are welcome to ride in GoSutton buses without restrictions. Other dogs and cats must be in an airline-approved carrier in order to ride with GoSutton and be able to be carried on the rider’s lap or underneath the rider’s seat/seat in front.

Can my child ride with GoSutton?

Children under 13 are welcome in our buses if accompanied by an adult. We strongly encourage all parents to bring a car seat or booster seat where appropriate. Please note that all children five and over must be marked as an additional passenger when booking your ride. This requirement is due to vehicle capacity restrictions based on number of passengers.

Can I smoke or use an electronic cigarette in my GoSutton?

Smoking of any kind is prohibited in our buses. This includes e-cigarettes, vaporisers, or “smokeless” cigarettes.

Can I eat and drink in my GoSutton?

We know that you are on the go, but please help us keep our GoSutton buses clean and fresh and avoid bringing food and drink in our cars. Please also be mindful that smelly food can be distracting and unpleasant for your fellow passengers. Drinking alcohol and carrying open containers of alcohol in our buses is not allowed.

Can I place phone calls while in my GoSutton?

Please remember your fellow riders might not be as interested in your phone conversations. We ask that you be considerate of other members in your bus and limit phone calls to quick logistics and emergencies during shared rides.

Can I bring luggage/buggies/personal items in my GoSutton?

GoSutton buses are a shared space, and as such we ask everyone to limit any personal items to a single piece of luggage or a reasonably-sized bag. Think of it this way – if the passenger who showed up before you had the same-sized item and the bus was at full capacity, would there also be space for your item? If the answer is no, then we can’t guarantee we’ll be able to take you and your item on board.

Zero Tolerance Policy

GoSutton has a strict Zero Tolerance policy. We do not tolerate the use of drugs or alcohol by drivers on the GoSutton service platform nor do we tolerate inappropriate behavior by drivers towards passengers. If you believe that your driver may be under the influence of drugs or alcohol, if your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or if your driver engages in conduct which could be considered unlawful or illegal, please ask the driver to terminate the trip immediately. If you feel that you are in imminent danger, please contact the police directly by calling 999. After the ride has concluded, please provide feedback using the GoSutton app, reply to the SMS message confirmation of your ride, or email us at [email protected] to report the issue.

How do I make a complaint?

Please email [email protected].

I think I’m owed a refund – how do I claim?

Please email [email protected].

My promo code isn’t working – what should I do?

Please email [email protected].

I can’t connect to the WiFi on board.

Please email [email protected].

How will I know I’ve arrived at my destination?

GoSutton will send you an alert letting you know that your dropoff is coming up and reminding you to gather your belongings before exiting the bus. The driver will also alert you when you’ve reached your drop-off location.

How can I learn more about my GoSutton’s impact on the environment?

By opting to share a ride, you’re helping to reduce congestion and CO2 emissions in the borough. For further information see www.GoSutton.co.uk or contact us at [email protected].

 

*GoSutton Pass Terms & Conditions: After purchasing a GoSutton Weekly Pass or GoSutton Smart Saver Pass (a ‘Pass’), if you change your mind at any time prior to booking any free or discounted rides, you can obtain a refund for the Pass by [email protected] The Pass is activated at the time you take your first ride, not at time of purchase, except upon the auto-renewal of a Pass, in which case activation of the new Pass will occur at the time of the expiration of the previously purchased Pass. Each Pass expires at the end of the stated validity period, to the minute of the activation time. With a Weekly Pass daily rides not taken cannot be rolled over to the next day. The Pass will automatically renew upon expiration, unless you opt out of the auto-renewal. Each individually purchased Pass is limited to a single user, account and device (i.e., multiple people cannot share a single Pass). Pass holders are prohibited from booking a ride on behalf of another person or party, and must be present in all bookings made with their Pass. GoSutton reserves the right to deactivate any Pass it determines to be used in violation of these terms, with immediate effect, and without refunds. If a Pass holder adds one or more +1 to his or her ride, fees for each additional rider will apply. The Pass cannot be combined with other offers or promotions. Charges for cancellations and no-show fees will apply. Available for a limited time, while supplies last; GoSutton reserves the right to cancel this offer or modify its terms at any time. GoSutton does not guarantee the availability of rides.