DigiGo - Frequently Asked Questions
Who is DigiGo for?
Everyone! Whether you’re travelling to school, work or for a social occasion, DigiGo is for you. We do ask that children aged 10 and under are accompanied by parent, guardian, or carer.
Where can I use DigiGo?
DigiGo is currently available in several districts in Essex (with some TravelEssex Connect points in Suffolk), including Clare, Haverhill and Sudbury. Interactive maps can be found via our ‘Where can I travel?’ page to see exactly where DigiGo is available in your area. Try using DigiGo to travel to TravelEssex Connect Points for onward travel further afield.
What are the operating hours for DigiGo?
All Travel Zones operate 7 days a week from 7am to 10pm (excluding bank holidays). The only exception is the Braintree-based zones, which start at 6am Monday to Friday.
What does on demand mean?
On-demand is when you book a journey at short notice (e.g. for 20 minutes time) - this travel option is available in the TravelEssex app to give you ultimate flexibility.
How does DigiGo differ to traditional bus services?
DigiGo is a flexible, shared public transport service designed around your travel needs. Unlike traditional bus services, there are no fixed routes or timetables. Using the TravelEssex app, you can book a journey on demand or pre-book up to 7 days in advance, to travel from A to B anywhere within a Travel Zone. If you prefer to book by phone, journeys can be pre-booked through the DigiGo booking line, where a member of the team will be happy to assist you.
Isn’t DigiGo just a taxi service?
Nope! DigiGo is not a private hire service - it is a new form of shared public transport. The app has a clever algorithm to group similar bookings going to similar areas at similar times. Additionally, it does not offer a door-to-door service – instead your 'virtual bus stop' will be a short walk (e.g. end of your street, nearby local landmark or a marked bus stop).
Bookings and payments
How do I book a journey within the new Travel Zones?
Bookings are initially being taken through our dedicated booking line (03330 137138), open Monday to Friday, 9am–5pm. Passengers can book journeys up to 7 days in advance, next-day travel must be booked by 5pm on the previous working day.
When can I book journeys using the TravelEssex app in the new Travel Zones?
Once things bed in (in September), DigiGo will introduce the TravelEssex app for the new Travel Zones; offering booking, payment, live tracking and real-time updates in the palm of your hand.
How do I ensure I don’t miss my connecting journey when crossing between Travel Zones or for travel further afield?
We recommend building additional time to allow for traffic, congestion or any roadworks. If you are booking two DigiGo journeys back to back – we recommend leaving a 15 minute gap between the arrival time of the first journey, and the pick-up time of the second journey.
What are TravelEssex Connect Points?
TravelEssex Connect Points are key locations that facilitate onward travel destinations. These points offer various travel options, including bus, train, walking, or cycling. They are usually equipped with real-time public transport information and are conveniently located near food and drink retailers and toilet facilities.
How can I pay for a journey?
For journeys booked through the TravelEssex app, payment can be made quickly and securely within the app at the time of booking. For passengers who are unable to use the app, a phone line is also available.
Can I prebook a journey?
Yep! Up to 7 days in advance of the journey (this includes the day you wish to travel). Ideal for those who like peace of mind that their journey is all booked in. If pre-booking a journey via the TravelEssex app, please choose the ‘Set departure time’ option to do this. There is an option for setting an arrival time, however this feature will not show a DigiGo journey.
Will I be guaranteed a return journey?
To do this, book your return journey at the same time as your outbound journey. You can do this through the TravelEssex app or booking phone line. This enables the system to operate properly based on demand from customers in your local area.
Can I make a group booking?
Yes you can! Through the app, you can book for up to 10 people, so that’s you plus 9 others. When booking, you’ll be asked to select the number of people travelling with you by ticket type (Adult, Young person, Concession). The app will automatically calculate the total fare for you and, as normal, advise the estimated pick-up time.
How long will it take for a minibus to pick me up?
When booking through the TravelEssex app, you will be provided with an estimated pick-up time. As your journey approaches, you can track your DigiGo vehicle in real time and receive notifications and text messages when it is nearby and when it has arrived. If you book via the phone line, a member of the team will provide you with an estimated pick-up time when making your booking.
How will I know where my assigned minibus is?
DigiGo is a corner-to-corner service rather than a door-to-door service. This means you will be picked up and dropped off at a safe and convenient location close to your chosen start point and destination. If you book through the TravelEssex app, it will guide you to your pick-up point and allow you to track your vehicle in real time. If you book via the phone line, a member of the team will confirm your exact pick-up location when your journey is booked.
The app advises there is no vehicle available, why not? Surely you just put more buses on!
This means the service has been really popular in your local area/time selected. We would advise trying to book a journey for a slightly different time. There may be spare capacity for an earlier or later time. As the demand for the service grows, we will continue to review the number of vehicles in operation and seek to expand, where there is a case to do so.
I made a mistake on my booking, how do I change it?
If you need to change your journey, you can cancel your existing booking in the app and make a new booking for your preferred time. To do this, open the TravelEssex app, go to DigiGo – On Demand, select the journey you wish to cancel, then click the menu in the top-right corner and choose Cancel Ride. If your booking was made via the phone line, please contact the team and we will do our best to accommodate your requested changes.
Can I cancel a booking and will I get a refund?
Yes, you can cancel a booking in the app easily. The charge for the journey is placed as pending and will be taken on completion. If cancelled, the pending charge will not be taken. Once cancelled, it may take the banks a few days to release the pending payment back to your account. Those who persistently book and cancel journeys may have their accounts suspended at the sole discretion of the service.
What happens if I don’t show up?
You’ll be charged the full cost of your journey.
Is the service accessible and how do I book?
Yes, it is, we can transport wheelchair users onboard. For your first journey, we ask you to book via our telephone booking service. This ensures we can undertake the necessary checks and ensure your account is setup correctly. After that, bookings can be made via the app. Wheelchairs must be crash tested and have the manufacturer’s crash test certificate. We reserve the right to decline a journey if this condition is not met.
I chose the wrong ticket type when setting up my account; how do I change this?
In the menu of the app, select My Account. On the next screen, under My Profile, you’ll see the current profile selected for you (e.g. Adult, Young person, Concession). Under the same heading, the app gives you the option to add or remove a profile, giving you the flexibility to alter this to the correct type.
I’m a concession, why do you collect payment details from me before I choose my ticket type?
This is part of your account creation and only needs to be done once, after which your details are stored to make future journey bookings quick and easy. Journeys for concessions before 9am on weekdays are charged at the standard adult rate, so if someone with a concessionary bus pass travels at this time, the app needs to be able to collect a fare from you. Rest assured, no charge will be made at times when concessions travel for free.
What is the National Bus Fare Cap?
The UK government has extended the £3 single bus fare cap for most local and regional routes across England until at least March 2027. All single DigiGo fares will be capped at £3, excluding our ‘Young Person’ 0-to-2-mile fare, which will be charged at £1.87 and our ‘Adult’ 0-to-2-mile fare which will be charged at £2.50.
Onboard the vehicle
What do I need to show the driver when I board?
Please show them the confirmation of journey booking from the app and advise them of your name. For concessionary pass passengers, you’ll need to show your pass to the driver. Please ensure the name on the pass matches the name you entered in the app, and that the pass is in-date/valid.
How do I recognise the right minibus/driver to know I have boarded the right vehicle?
Once your journey has been booked, the app will display the name of your driver and the registration number of the vehicle that will be collecting you, helping you travel with confidence. If you are ever unsure, you can also check with the driver that they are collecting you for your booked journey.
What am I allowed to bring/do onboard the vehicle?
We ask that passengers do not eat/drink or smoke/vape on the minibuses. Mobility scooters, e-scooters, pets and bikes are also not permitted onboard. We welcome guide dogs, folding scooters, folding bikes, folding buggies, small shopping trolleys and small amounts of personal luggage (e.g. if using DigiGo for onward travel to the airport).
I’ve left some lost property on the vehicle, how do I retrieve?
Drop us an email at digigo@essex.gov.uk and we’ll arrange a time for you to collect it from us. We keep items for up to one month, other than perishable items, which are disposed of daily.
Feedback
I have an enquiry, how do I contact DigiGo support?
Please email us at digigo@essex.gov.uk and we’ll do our best to help. We’d also love your feedback directly in the TravelEssex app, which is available in the menu bar, or after completing a journey with DigiGo.
I’d love to offer feedback on the service, how do I?
There are several ways to do this. You can rate the app in the app store, feedback directly in the app (within the menu) or drop us an email to digigo@essex.gov.uk.