FAQs

What are the HertsLynx Terms and Conditions of Use?

When can I book a journey?

How will I know when my HertsLynx vehicle will arrive?

How long will my HertsLynx driver wait for me a virtual bus stop?

Can I book for additional passengers?

How old do I need to be to travel on HertsLynx

What if you my chosen route is not possible due to high demand?

Can I cancel my journey, and will I be charged?

Can I bring a bicycle on the HertsLynx service?

Can I bring my pet on board with me?

I’ve left some lost property on the vehicle, how do I retrieve this?

My driver was great, how can I thank them?

How many people will I share my journey with?

 

What are the HertsLynx Terms and Conditions of Use?

Please see our HertsLynx Terms and Conditions of Use document for details.

When can I book a journey?

You can book a HertsLynx trip up to three minutes before you wish to travel (depending on availability) and up to 30 days in advance. We recommend booking in advance where possible to avoid disappointment.

How will I know when my HertsLynx vehicle will arrive?

If you are using our HertsLynx app, you will be able to track the vehicle from half an hour before you are due to be picked up. You will then have real-time updates of the vehicle’s location and arrival time at your pick-up point. You will also receive notifications via the app to let you know when your vehicle is nearby, please ensure push notifications have been enabled for the HertsLynx app.

If you have booked by the website or by the call centre, you will receive SMS notifications when the vehicle is on its way to you!

How long will my HertsLynx driver wait for me a virtual bus stop?

As HertsLynx is a shared service, keeping to allocated timeslots is key to ensure that all passengers have the best experience. Our drivers will wait for you for a maximum of 60 seconds at a pickup point, if you are not at the pickup point within this timeframe, the driver will need to move on to ensure that other passengers aren’t delayed.

Can I book for additional passengers?

Bookings can be made for up to 5 additional passengers for any single journey. Availability will be based on the current capacity of the vehicle and how many passengers are already travelling.

Our vehicles have capacity for one wheelchair too. If you require this space, please highlight this during the booking process.

To change the number of passengers on a pre-booked journey, you will need to cancel and rebook your journey or contact the HertsLynx team on 01992 555 513

How old do I need to be to travel on HertsLynx?

HertsLynx welcomes passengers of all ages! Passengers under the age of 10 will need to be accompanied by an adult (18 years +). Anyone over the age of 16 can have their own HertsLynx account, however minors under the age of 18 must have parental/guardian approval for use of the app. Parents/Guardians can book journeys on their child’s behalf under their own HertsLynx account.

Children under the age of 10 travel for half price. To add this discount please select the ‘children (10 years and under)’ discount on the payment page.

What if you my chosen route is not possible due to high demand?

HertsLynx will endeavour to always get you on the move when you need us. If it is not possible for our vehicle to pick you up from your chosen virtual bus stop, we will give you a choice of three alternative pick up points to choose from to ensure we can get you where you need to be.

Can I cancel my journey, and will I be charged?

You can cancel your journey with no cancellation charge up to 30 minutes before you are due to board the vehicle.

Can I bring a bicycle on the HertsLynx service?

Only folded bicycles or folded scooters are permitted on board the HertsLynx service.

I’ve left some lost property on the vehicle, how do I retrieve this?

Please contact the HertsLynx team with a description of your lost item at: [email protected]

Can I bring my pet on board with me?

Only guide dogs or service animals are permitted on board the HertsLynx vehicles.

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 HertsLynx app after your journey or by emailing: [email protected]

How many people will I share my journey with?

The number of passengers that will share your journey depends on the demand of other passengers who will be travelling in a similar direction to you. The maximum seating capacity of the vehicle is 16 passengers per vehicle.

HertsLynx is a shared transport service, so extra time is automatically included in your journey time to allow for other passengers to be picked up or dropped off at other locations.