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Frequently asked questions

What is Snap?

Most travel options get worse, the more people use them:

They get more crowded and unpleasant and, to pile insult on injury, it’s the times when most people want to travel when they try to charge the most.

Snap is new, Snap is different: We are the world’s only travel service that gets better, the more popular it becomes.

Affordable

Snap connects travellers with high quality independent UK coach operators. We only run Snaps when we know there’s plenty of demand. And because we have no overheads and few fixed costs to offset, we can charge you less.

Convenient

Here’s the next good bit: Each time we put on a new Snap it gives us the opportunity to add new pick-ups and drop-offs to suit new groups of people, because we’re not tied to city centre bus stations. That means the more people use Snap, the more places we can pick-up and the more places we can go. And you don’t have to go into town, to get out of town wasting money – and your even more valuable time.

High quality

Here’s another, even better bit: We allocate new Snaps to the operators that our customers rate the best. So your Snap ratings make sure that vehicle and service quality get better and better (many of our operators use the same vehicles on Snaps, that they use to transport premier-league sports teams: tables, USB charging, free water).

Green

Here’s the best bit of all: Every full Snap on the road takes away the need for 35 normal cars. So it’s a great way to reduce road congestion. Coaches are also by far the greenest form of motorised transport. So you’re doing the right thing for the environment too.

…and growing fast

We’ve helped over 150,000 people so far, and covered more than 17 million miles! But this is just the beginning:

Snap’s dream is to enable people to go wherever they want, whenever they want, for not very much money. If you think that’s a worthwhile goal, help us make it come true.

Get a Snap

How do I book a trip?

Pick your starting city, destination, date and time of travel and choose the best option for you. Then simply choose the pick up and drop off points that are most convenient. This is important because we’re adding and changing pick up and drop off points all the time in response to demand, so you can often find an option that suits you better than the last time you searched.

Add your Snap to the basket and choose a return if you need it. Then continue to payment and complete your booking! All Snaps on the system are already confirmed and guaranteed to run.

Please note: It is important that you enter the details of your own, data-enabled smartphone, when you book, and have it with you on the day of your Snap. We send our Snap tracking link to your phone as well as important updates via text message. If you don’t have your phone with you, you won’t be able to receive these updates and may miss important information about your Snap.

Get a Snap

What happens after I’ve booked?

You’ll get an email confirming all the arrangements and giving you the precise location of the pick-up and drop-off points and the times you need to be there. If your confirmation email has not arrived, it is a good idea to check your “spam” or “junk” filter. They sometimes get stuck there. You can prevent this by adding [email protected] to your address book.

On the day of travel, you’ll receive a text message with a link that allows you to track the position of your Snap, so you’ll always know precisely where it is on its journey.

When your Snap arrives, just give your name to the driver, who will already have your details. There’s no need to show a ticket. But please note you may be asked to show your mobile to the driver to verify your identity.

How do I create an account?

The first time you book a trip, the system will automatically create an account with the email address and the mobile number provided so next time you book a trip, you will need to login to your account otherwise the system will tell you “this email has already been taken”. 

I can’t verify my email address because I didn’t receive the link or that expired. What should I do?

If this happens, don’t worry, just send an email to [email protected] from that address and we will verify it on your behalf.

I can’t validate my mobile number as I didn’t receive the verification code. What should I do?

Try again and wait a few minutes. If you still have issues, just give us a call from that number on 020-8088-2475 or send us an email and we will call you back asap.

How do I change my account details?

Just log into your account and change your details from there.

I haven’t received my confirmation email.

Please check your junk/spam folder and if it’s still not there, send us an email to [email protected] so we can resend it.

Is there anywhere I can store my luggage at my destination?

Yes – have you heard of Stasher? They provide luggage storage in hundreds of locations across the UK, for only £6/day including insurance. We’ve teamed up with Stasher to get you 10% off. Just book online, and use the code SNAP10 at the checkout!

Visit stasher.com

Where is my pick up point?

You can find a link to your pick-up point in your confirmation email in the section “Details” underneath “Pick up at”.

When do I need to be at my pick-up point?

You need to be at your pick-up at least 10 minutes before the time stated on your confirmation email and/or text. Once the driver arrives at the pick-up point, they cannot wait.

I can’t travel anymore. Can I get a refund?

Unfortunately not.. Snap is an demand-driven service. We use your booking data to confirm extra coaches. Therefore, once a seat is sold, it needs to stay sold.  However, the way Snap works means the prices will always be low, even at popular times.

Can I offer my ticket to someone else?

Yes, you can. Just make sure you forward the confirmation email to them and any text messages we send you so they can receive updates on their trip.. Once the coach arrives they will need to quote your name to the driver.     

Will the coach wait for me if I am late?

No, the coach can’t wait. Once the driver gets to the pick-up, they have to leave on time. 

To avoid missing your coach, we always suggest being at your stop a few minutes earlier than the departure time.

How do I track my coach?

Around 15 minutes prior to departure you will receive a text message with the vehicle registration and the tracking link.

Do I need to buy tickets for my children?

Anyone who takes up a seat needs a ticket. So you do have to buy tickets for babies and children, because they need to be in seats with seat belts fastened (by law). We don’t provide baby seats, but you can bring your own.

Incidentally, it is also legal for travellers to carry an infant on their lap. In this case, you won’t need to buy a seat for your toddler.

Can children under 14 years old travel unaccompanied?

No, sorry. All under 14s need to be accompanied by an adult.

My payment was declined and I don’t know why. What shall I do?

Double-check that the postcode entered matches the one your bank has for the card you are using; make sure you have enough funds and that your bank doesn’t use security checks on bookings that are higher than £15.00.

Do you have toilets on board?

Yes, all our coaches have toilets. In the very rare circumstance of a breakdown or coach replacement with no toilet on board, passengers can request a stop at the services any time there is a need.

What can I bring on board?

We let everyone bring up to two suitcases, stowed in the hold, in addition to their hand luggage. Please don’t bring heavy or oversized items with you though. We allow folding bikes but not regular sized ones.

Please ensure that folding bikes are always put in a bag or case so that they don’t affect other customers’ luggage.

Hot food and open containers of alcohol are not allowed on Snap trips, because they often upset other passengers. Our operator partners will ask you to dispose of these items before getting on board. Please do as they say: if you don’t, they are perfectly at liberty to leave you behind!

Can I carry my pet with me? 

No, unfortunately not. Only guide dogs are allowed but please, bring a harness for the dog. It should sit on the floor of the seat next to you and we’ll notify the operator of this.

Can I reserve a seat?

At the moment we don’t have seat reservations, however you’ll often be able to sit next to the people you are travelling with.

How do I change the number of seats while I am ordering?

Simply select the number of seats you require and click on update.

What can I bring on board?

We let everyone bring up to two suitcases, stowed in the hold, in addition to their hand luggage. Please don’t bring heavy or oversized items with you though. We allow folding bikes but not regular sized ones..

Please ensure that folding bikes are always put in a bag or case so that they don’t affect other customers’ luggage.

Hot food and open containers of alcohol are not allowed on Snap trips, because they often upset other passengers. Our operator partners will ask you to dispose of these items before getting on board. Please do as they say: if you don’t, they are perfectly at liberty to leave you behind!

Do you have wi-fi and charging sockets on board?

You can find wi-fi and charging points in several of the coaches provided by our Operators but we can’t guarantee you will always find them.

Who will operate my service?

You will be able to find this information at the bottom of your order confirmation email.

Are your coaches wheelchair accessible?

Yes, they are. If you or the people travelling with you can’t physically climb the stairs of the coach and board independently, you can indicate on the booking form that you require a wheelchair accessible coach.

I left something on the coach? Can you help me to get it back?

Snap doesn’t deal with lost property, neither is responsible for items left on board, however, the Operator who provided the service might be able to help. Just look at the Operator section from the confirmation email and get in touch with them directly.

How can I create a new city connection?

Just express your interest here: https://www.republicofsnap.com/ and once done, make sure you share your vote with your friends and people living in your area so they can all do the same and increase the chances to launch the new service.

How can I get a discount on future trips??

Join our referral scheme here: Refer a friend. Once the person you referred Snap to successfully books their first trip, you’ll get your reward too.

I am an Operator who wants to work with Snap. What shall I do?

Just go to https://www.snapoperators.com/ and fill in the “Let’s chat” on the home page. Someone will be in touch with you.

Get a Snap

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