FAQs

How does the service work?

You can request a ride, select your pick-up and drop-off points, and pay directly using your credit card through an app (for iOS or Android) or your Nol Card. You will join other passengers who are travelling in the same direction as you.

Where do I get picked up and dropped off?

The service operates from corner to corner within the zone and connects to the nearest metro station, so there are no fixed routes or bus stops. We’ll pick you up from a location close to you and drop you off at your requested destination. Depending on your location, we may ask you to walk a few meters. The app will guide you to your pick-up point, ensuring that even with multiple pickups, there are no lengthy detours.

Are these vehicles safe?

Yes, these vehicles are registered at RTA.

How can I register & download the app?

The Bus on Demand app is available for both iOS and Android. It’s free to download on the App Store and Google Play Store, so start riding today!

How can I register?

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.

1. Click on the ‘Sign Up’ button on the home screen of the app.
2. Enter the requested information on the first page of the screen.
3. Click ‘Next’ to move to the second page. If you were referred by a friend, you can enter their 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.

Why does this service need my credit/debit card number?

When you sign up for Bus on Demand, we ask for a credit or debit card so you never need to worry about having cash. You can use any credit/debit card to pay for a ride, or you can pay with a Nol card. Each time you take a ride, we automatically charge your card, and the amount will be deducted accordingly.

Can I book Dubai Bus on Demand from anywhere to anywhere in Dubai?

No, Dubai Bus on Demand is available within specific zones. The service operates in Al Barsha, Al Nahda, Dubai Silicon Oasis, Dubai Academic City, Al Rigga, and Port Saeed zones.

Can I request a specific time for my pickup?

Bus on Demand operates on an on-demand basis only. Simply book a ride a few minutes before you need to leave, and we’ll connect you with a bus in real time.

How do I know which bus is mine?

When you book your ride, we’ll display information about the bus coming to pick you up directly on the ride screen. This will include the bus number plate.

When your bus approaches, we’ll send you the number plate information. All buses feature our logo and are easy to spot.

Are my details safe and protected?

Yes.

How can I provide general feedback?

You can fill out the feedback screen upon completion of your ride or email us anytime at contact@thebusondemand.com.

How do I retrieve something left on a bus?

As soon as you realize an item is missing, please notify us by emailing contact@thebusondemand.com. Once we confirm that the item has been found, we will inform you when and where you can pick it up at our depot.

Can I change my destination once on the bus?

While we strive to accommodate all requests during each ride, if a change would cause delays for other passengers already on board or awaiting pickup, we are unable to accommodate requests to change drop-off points. If you haven’t boarded yet, you can 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 still need a ride, please re-book directly in your app and send us an email so we can investigate what went wrong. If your app indicates that you were picked up erroneously, please reach out to us through the “Contact Us” link in the app so we can cancel that ride and assist you in re-booking.

Can my child ride with me?

Children under 13 are welcome on our buses if accompanied by an adult.

How much do I pay for my child?

Other than infants, all passengers, including children, are required to pay for using the Bus on Demand services. The +1 fares will apply to all passengers, including children who are accompanied by a full fare-paying adult and pre-booked through the app as a group.

Can I eat and drink on my bus?

We understand that you’re on the go, but please help us keep our buses clean and fresh by avoiding bringing food and drinks on board.

Can I bring luggage/buggies/personal items on my bus?

Buses are shared spaces, so we kindly request that everyone limit personal items to a single piece of luggage or a reasonably sized bag. Consider if the passenger before you had a similar-sized item and the bus was full; would there still be space for your item? If not, we may not be able to accommodate both you and your item on board.

Can I add an extra passenger +1 or +2 or +3?

No, please ensure to add the correct passenger count before confirming your booking. Once the ride is booked, you won’t be able to make any changes to the ride details.

How many passengers can I book?

You can book up to 6 riders.

How much do I pay for the trip?

The trip within the zone will cost AED 5, and interzonal trips will cost AED 7. Additional passengers will be charged AED 4 each.

How many friends and family I can refer to?

You can refer to many family and friends.

How can I reset my password?

You can either log in to the Bus on Demand app and click on “Forgot password”; or you can mail us at contact@thebusondemand.com.

Is there a special area for Ladies? Also, we want to know about People of determination.

We have priority seating for senior citizens and women with babies. Currently, we do not have a designated area for people with disabilities.

Have I been overcharged?

Please contact our customer care at contact@thebusondemand.com.

Can I call to check the schedule timing in case of a delay?

Our app operates on advanced algorithms to provide real-time updates. For any further assistance, please contact customer care at contact@thebusondemand.com.

Zero Tolerance Policy

Bus on Demand has a strict Zero Tolerance policy regarding inappropriate behaviour by drivers towards passengers. If you believe the driver is behaving inappropriately, making you feel uncomfortable or unsafe, or engaging in unlawful conduct, please ask the driver to end the trip immediately. Please provide feedback using the Bus on Demand app or email us at contact@thebusondemand.com to report the issue. If you feel you are in immediate danger, please contact the police directly by calling 999.