Innovative transport pilot for Furzton, Emerson Valley, and Tattenhoe residents.

Milton Keynes Council have partnered with ViaVan to conduct an innovative transport pilot in the Emerson Valley, Furzton, and Tattenhoe areas as part of MKC's bus Network review. Using a mobile app or a phone booking line, residents can book a ride in seconds and ViaVan's technology will pair you with other 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 rides cost £2.50 and are free for Senior buss pass holders (ENCTS cards). Keep reading to learn more!

Booking line - for Senior bus pass holders only (Mon-Fri, 9am-3pm): 01908 252266. Live ride support (Mon-Sun, 6am-9pm): 01908 410305.

The basics.

When and where does ViaVan operate?

The pilot operates across the Emerson Valley, Furzton, and Tattenhoe, as well as to/from Central Milton Keynes. You can ride Mondays-Saturdays from 7am-7pm and Sundays from 10am-4pm anywhere within the zone on the map below to take advantage of special prices, as long as trips start or end in the light green area.

Residents can also take rides across ViaVan’s wider Milton Keynes service zone, including Magna Park, Caldecotte, Loughton, Bletchley, and Shenley on Mondays-Fridays from 6am-9pm and weekends from 10am-9pm. These rides are excluded from the pilot and therefore priced based on distance traveled and time of day.

Who is driving my ViaVan?

You are our most precious cargo, and we take safety very seriously. When you book a ride, we connect you with a vehicle operated by a trained and experienced driver who is covered by the required insurance. All driver partners undergo thorough criminal background checks before driving on the ViaVan platform.

But the necessary insurance and licensing are no-brainers. We expect more! We want all ViaVan vehicle drivers to be downright amazing, so don’t forget to leave feedback for your driver after each ride – you’ll help us make sure only the best drivers get to drive for ViaVan.

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

ViaVan’s app is available for both iPhone and Android. It’s free to download in the App Store and Google Play store.

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!

Getting started.

How do I create a ViaVan 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 Senior bus pass for free bus travel, simply select ENCTS pass as payment method and enter your pass number (the 16-digit number on the back of your card) to ride for free.

Why does ViaVan need my credit/debit card number?

When you sign up for ViaVan, 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 ViaVan rides. Each time you take a ride or purchase Ride Credit, payment is simple and seamless – we automatically charge your card on file. 

Riding with ViaVan.

How do I book a ride?

Book a ride in three easy steps:

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

STEP 2: ViaVan will take a few seconds to check for available vehicles and connect you with the best one for your ride (we may offer you a few proposals to choose from). Select the ride that works best for you and press ‘Book ViaVan.’ 

STEP 3: In order to minimise detours, 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, car make and number plate to easily locate the vehicle.

I’m over 65 years old and have a Senior bus pass but I don’t have a smartphone. Can I book a ride by phone?

Yes! Simply call the Milton Keynes Community Transit team at 01908 252266 to book a ride over the phone. Booking lines are open between 9:00am and 3:00pm Monday to Friday

Note: ViaVan does not currently offer the option to pre-book a ride, so be sure to book your ride when you’re ready to go. The dispatcher will give you a few options, most of which typically fall within 30 minutes of booking. 

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 or reach out to our Live Support team through the app’s Help Centre.
Remember, ViaVan is shared, so if you’re more than 2 minutes late to the pickup point identified in the app, the vehicle will have to move onto its next pickup or dropoff. This is the only way we can move everyone so 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.

How much does a ride cost?

Rides cost £2.50 flat and are free for Senior bus pass cardholders (ENCTS pass) in the following situations:

  • 1. You’re traveling between the light and dark green zones on the map.
  • 2. You’re traveling within the light green zone.
  • 3. You’re traveling Monday-Saturday between 7am and 7pm or Sunday between 10am and 4pm.

The price of a ride outside of this zone (e.g. Furzton to Bletchley) starts at £2.85 and will vary depending on time of day, distance, and the number of additional passengers travelling with you. 
Riding with friends? We’ve got you covered! You can bring up to 4 extra people with you. 

  • 1st additional passenger: £1.
  • 2nd additional passenger: £0.10.
  • 3rd & 4th additional passengers: £0.05 each.

Note: All children, regardless of age, must be marked as an additional passenger when booking your ride. 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.

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 £2. If the driver cannot locate you after the 2-minute waiting period, you’ll be liable for a no-show penalty of £2.50.

Can I request a specific time for my pickup?

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

What do the vehicles look like?

The best way to identify your ViaVan vehicle is by checking the number plate details displayed in your app and in the messages you receive from us. Additionally, our ViaVan vehicles 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.

I have a Senior bus pass (English National Concessionary Travel Scheme). Can I travel for free with ViaVan?

Yes! If you can travel by bus for free and have a Senior bus pass, your rides are free with ViaVan. Just enter your pass number (the 16-digit number on the back of your ENCTS card) 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.
Remember, if you’re booking a +1, you will need to have a credit card on file to pay for the additional passenger. Only one ENCTS card 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 ENCTS riders want to ride with ViaVan, each rider needs to create a ViaVan account, input ENCTS card details, and book individually.

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 ViaVan?

As soon as you realise an item is missing, please let us know by emailing us at [email protected]

How do I reset my password?

When logging in, first make sure you are using the same email address that you used to open your ViaVan 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]

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

We’re not quite ready to trial underwater cars, so your map definitely shouldn’t be defaulting to a strange location. Please make sure that Location Services are enabled for the ViaVan 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 I’ve boarded my ViaVan?

While we aim to please on every ride, in the event that a change would delay another passenger in the vehicle 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.

ViaVan policies.

How old do I have to be to use ViaVan?

You must be 16 or over to ride with ViaVan. Children under the age of 16 can ride when accompanied by a parent or guardian. 

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

Not yet, but we’re working on making our vehicles fully wheelchair-accessible! Stay tuned.

Can I ride with my pet?

Licensed service animals are welcome to ride in ViaVan vehicles without restrictions. Other dogs and cats must be in an airline-approved carrier in order to ride with ViaVan 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 my ViaVan?

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

Can I eat and drink in my ViaVan?

We know that you are on the go, but please help us keep our ViaVan 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 my ViaVan?

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 ViaVan?

ViaVan 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. Think of it this way – if the passenger who showed up before you had the same-sized item and the vehicle 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

ViaVan has a strict Zero Tolerance policy. We do not tolerate the use of drugs or alcohol by drivers on the ViaVan 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 ViaVan 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]

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

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

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

ViaVan is proud to reduce congestion and limit CO2 emissions in a variety of ways. By opting to share a ride, 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]
For general information about ViaVan in Milton Keynes, click here