MK Connect: Demand-responsive transport in Milton Keynes.

MK Connect is a new demand-responsive transport service powered by ViaVan and covering the area previously served by bus route 28. Using a mobile app or a phone booking line, residents can book a journey in seconds and MK Connect technology will match passengers heading in the same direction. Think of it as a bus that’s smart enough to come when you want it, where you want it! All single trips cost £2.50 and are free for Older Person’s and Disabled Person’s bus pass holders. For live support or help with creating an account on your smartphone, call 01908 410305. If you’re a bus pass holder without a smartphone, call 01908 252526 (lines open M/T/Th/F: 9am-5pm, W: 10am-5pm) to book rides.

The basics.

What is MK Connect?

MK Connect is a ridesharing service that meets you wherever you are. When you’re ready to go, book your journey via the MK Connect mobile app or over the phone. You’ll be matched with other passengers heading in the same direction. Please note: Although journeys may be shared, the maximum number of riders per vehicle has been limited in compliance with social distancing guidelines.

When and where does MK Connect operate?

MK Connect covers the area previously served by bus route 28 and offers connectivity across Bletchley, Furzton, Tattenhoe, Emerson Valley, Shenley Brook End, Medbourne, Loughton, Grange Farm, and Central Milton Keynes. 

MK Connect operates Monday-Saturday 7am-7pm, Sunday 11am-4pm.

How do I create an MK Connect account?

Follow these steps to travel with MK Connect using your smartphone:

STEP 1: Download the mobile app from the Apple Store or Google Play Store.

STEP 2: Click on the ‘Sign Up’ button in the home screen of the app.

STEP 3: Enter the requested information on the first page of this screen.

STEP 4: 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 are a bus pass holder, select the relevant bus pass as a payment method and enter your pass number (the 18-digit number on the back of your card) to unlock free travel.

Call 01908 410305 for help with setting up your account in the MK Connect mobile app.

Safety.

What measures is MK Connect taking to lessen COVID-19 exposure?

MK Connect is working hard to ensure that every trip you take is as safe and worry-free as possible. Here are some of the measures we’ve put in place: 

  • Everyone on board is required to wear a face mask or face covering. Passengers not wearing a face mask may be refused service. 
  • In-app wellness checks help make sure passengers and drivers are symptom-free and ready to ride before they get going — please stay home if you have either been diagnosed with COVID-19, think you’re exhibiting symptoms, or have been in contact with someone who has recently tested positive.
  • Vehicle capacity is limited in accordance with social distancing guidelines. Additionally, in vehicles with automatic doors, please wait for the driver to open and close the door to avoid touching the handles. 
  • Vehicles are being professionally cleaned regularly and we’ve provided drivers with cleaning supplies in order to perform frequent and thorough wipedowns of the vehicle interior with extra focus on common surfaces and high-contact areas. 
  • All MK Connect vehicles are equipped with plastic partitions between drivers and riders. 

Riding with MK Connect.

How do I book a ride?

Once your mobile app is set up, follow these steps to get going: 

STEP 1: Enter your pickup and dropoff addresses by moving the blue pin to the desired location or typing them in manually.

STEP 2: MK Connect will take a few seconds to check for available vehicles and connect you with the best one for your journey (we may offer you a few options to choose from). Select the option that works best for you and press ‘Book This Ride’.

STEP 3: We’ll assign you a virtual bus stop as your pickup location that may be a short walk from the address you provided. Be sure to check the app for the specific spot, and follow the dotted line to meet your driver! We’ll also provide the driver’s name, vehicle make and registration number to easily locate the vehicle. 

Enjoy the ride!

If you do not have a smartphone, you can book by calling 01908 252526 (lines open M/T/Th/F: 9am-5pm, W: 10am-5pm). Phone booking line is only available for Older Person’s and Disabled Person’s bus pass holders who do not have a smartphone. The operator will advise you on the time, location and driver details for your pickup.

Note that we are not able to take advance bookings at this time. Please book your journey 10-15 minutes ahead of the time you wish to travel.

I do not have a smartphone. Can I still travel with MK Connect?

Yes! If you hold an Older Person’s or Disabled Person’s bus pass, you can call our team at 01908 252526 and we will book a ride for you. Lines open M/T/Th/F: 9am-5pm, W: 10am-5pm, W: 10am-5pm. You will need to provide your bus pass number when booking a ride over the phone.

I have an Older Person’s or Disabled Person’s bus pass (English National Concessionary Travel Scheme). Can I travel for free with MK Connect?

Yes! If you can travel by bus for free, your MK Connect journeys are also free. Just enter your bus pass number (the 18-digit number on the back of your pass card) as a new payment method into the app and you’ll be all set. Don’t forget: you’ll have to show your bus pass card to your driver once you board the vehicle.

If you’re travelling with someone, you will need to have a credit card on file to pay for the additional passenger, even if they are also a bus pass holder. Only one bus pass can be stored on each account, so any additional passengers must be paid for with a credit or debit card. When two bus pass riders want to ride with MK Connect, each passenger needs to create their own MK Connect account and book individually.

How do I know where and when to meet my driver?

After you book a ride, the app will display your pickup spot, which is usually a nearby corner or a short walk from the address you entered. Sometimes, the app will give you the address or business name at your pickup spot to help you find it. Either way, there will always be a dotted line to show you how to get there!

The app will also show you how far away your driver is in real-time. We’ll nudge you when your driver is 2 minutes away, so make sure you’re at the pickup spot when the vehicle arrives. If you need assistance, feel free to call us at 01908 410305.

MK Connect may be shared with other passengers, so if you’re more than 2 minutes late to the pickup point, the vehicle may have to move onto its next pickup or dropoff. This is the only way we can move everyone quickly and efficiently throughout the area.

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

If you booked your journey over the phone, we will send you an SMS with a link to track your vehicle. 

How much does a ride cost?

A single journey per passenger costs £2.50. 

Journeys are free for Older Person’s and Disabled Person’s bus pass holders.

Journeys cost £1 for All in 1 MK card holders. If you previously purchased a weekly or a monthly pass that is still valid for bus route 28 after 25 October, 2020, please email [email protected] attaching a copy of your pass and All in 1 MK card. We will credit your account with journeys equivalent to the remaining duration of your weekly or monthly pass.

Can I bring someone along with me?

You can bring up to 2 additional passengers. Please note that each additional passenger costs extra. See the above section for a pricing breakdown. 

Note: All children, regardless of age, must be marked as an additional passenger when booking your journey. This requirement is due to vehicle capacity restrictions based on the number of passengers. We strongly encourage all parents to bring a car seat or booster seat if possible.

Can I request a specific time for my pickup?

MK Connect is a demand-responsive service, meaning we don’t take advance bookings. Book your ride when you’re ready to leave, as average wait times range between 5 and 30 minutes.

What happens if I cancel my ride?

If you cancel a ride within 1 minute from booking, we’ll waive the cost of the cancellation. Otherwise, we’ll charge you £1. If the driver cannot locate you after the 2-minute waiting period, you’ll be liable for a no-show penalty of £1.

What do the vehicles look like?

The best way to identify your MK Connect vehicle is by checking the registration number details displayed in your app and in the messages you receive from us. Additionally, our MK Connect vehicles have an MK Connect sticker, so you can easily spot them when they pull up. 

Can I change my destination once I’m on board?

Once you start an MK Connect ride, the destination cannot be changed. If you have yet to board, you can cancel the ride and re-book with a new destination.

Can I set a favourite location in the app?

Yes! Head to the ‘Favourites’ tab in the app menu, tap ‘Set Home Address’ or ‘Set Work Address’ and type in the address of your preferred location. You will be able to select from your Favourites each time you request a ride with MK Connect.

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 do I retrieve something left in a vehicle?

Please email [email protected] with a description of the missing item. 

How do I reset my password?

When logging in, first make sure you are using the exact email address that you used to set up your MK Connect account. To reset your password, first open the app and select ‘Log me in.’ In the password box, select ‘Forgot your password?’ and follow the prompts. For further assistance, email [email protected]

Why is my location showing in the middle of the ocean?

Make sure Location Services are enabled for the MK Connect app in your phone’s settings.

Where can I see my past journeys and purchases?

Head to the ‘History’ page in the app menu.

My driver left without me! What do I do?

Re-book directly in your app, and then send us an email at [email protected] Please describe the incident so our team can investigate the matter. You can also reach our live support team by calling 01908 410305.

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

We’re working on it. As soon as we incorporate wheelchair-accessible vehicles into our fleet, we’ll be in touch.

MK Connect policies.

How old do I have to be to ride with MK Connect?

Riders must be 14 years of age or older. Children under the age of 14 can ride with MK Connect when accompanied by a parent or guardian.

Can I ride with my pet?

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

Can I smoke or use an electronic cigarette in the vehicle?

No, smoking of any kind is prohibited, including e-cigarettes, vaporisers, or smokeless cigarettes.

Can I eat and drink in the vehicle?

We know that you are on the go, but please help us keep our MK Connect vehicles 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 vehicles is not allowed.

Can I place phone calls while in the vehicle?

Please remember your fellow passengers might not be as interested in your phone conversations. We ask that you limit phone calls to quick logistics and emergencies during shared rides.

Can I bring luggage/buggies/personal items in the vehicle?

MK Connect vehicles 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. 

Zero Tolerance Policy

MK Connect has a strict Zero Tolerance policy. We do not tolerate the use of drugs or alcohol by drivers on the MK Connect service platform nor do we tolerate inappropriate behaviour 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 911. After the ride has concluded, please provide feedback using the MK Connect app or email us at [email protected] to report the issue.

How can I learn more about my MK Connect's impact on the environment?

MK Connect is proud to reduce congestion and limit CO2 emissions in a variety of ways. By opting to use MK Connect, you’re reducing the number of cars on the road and the amount of time drivers spend cruising around emptily. Furthermore, we’re also working to make our fleet fully electric! For further information, contact us at [email protected].

Where can I access MK Connect's Privacy Policy?

You can access it here.

Where can I access MK Connect's Terms of Service?

You can access them here.