Frequently Asked Questions

1 ) How do I book a ride?

Rides can be booked only through the app. You will need to download the Cityflo app from App store or Play store. Follow the steps below to book a ride:

1. Signup or Login using your mobile number.
2. Enter your pick-up and drop-off addresses and click 'Search'.
3. Cityflo will recommend a route, stops based on the locations. From the results shown, choose the card with your route (start & end stops) and bus timings, and click 'Book ride'.
4. Choose between 'One-way ride', and 'Flexi Pass'
5. Select a seat on the bus.
6. Confirm to book your ride.

2 ) How can I track the bus?

All our buses are GPS enabled and can be tracked live by clicking on the 'Track Ride' button in the Upcoming Ride card on the Home Screen, or in the 'My Rides' tab.

3 ) How long will the bus wait at my stop?

• Our buses halt at the stop till passengers have safely boarded the bus. The bus will not wait for passengers who do not arrive at the stop on time. If the bus has reached a stop early, however, it will wait for any passengers till its scheduled departure time.
• We recommend you arrive at the stop at least 2 minutes before the scheduled time of the bus. Moreover you can track the bus and its ETA to your stop real-time.

4 ) Can I use Cityflo if I'm not travelling daily to office?

Yes, you can. You can book a 'One-way ride' if you don't commute regularly. However if you commute on the same route often, we suggest opting for a Flexi Pass, where you can save up to 40% on ride bookings, avail free ride cancellations and more.

5 ) Can I make a booking on someone's behalf?

• No, the app doesn't allow you to make bookings on someone's behalf. The passenger travelling needs to sign-up on the Cityflo app to book a ride, and show their unique pass when boarding the bus.
• On the rare occasion that you absolutely need to book a ride for for someone else, please reach out to our Support Team for assistance.

6 ) What days does Cityflo operate on?

• Cityflo buses run on all our routes from Monday to Friday, and on select routes on Saturday.
• On Saturdays, we run a limited fleet on select routes. Saturday rides are not covered within our Flexi Pass. If you plan to travel on a Saturday, you will need to book one-way ride(s) for that day.

7 ) How can I book my ride for B2B bookings and rentals?

We provide quality buses for local and outstation trips. Navigate to the 'Rent a Bus' section under the 'More' tab and fill in your travel details. Our Travel Manager will reach out and share the best available options.

1 ) Do we have space for luggage in the bus?

YYou can store your bags in our bus' overhead compartments. Only single, compact office bags and lunch bags are permitted as carry-on luggage.

2 ) If I face an issue during my ride, what should I do?

• For any support issues during your ride, you can:
1. Use the Bus Chat option by going to 'Need Help' on your Tracking Screen to raise any issues that can be immediately fixed (such as AC cooling).
2. Call our Customer Support on 02248931231 for any issues that might need immediate assistance.
3. For issues where you'd like to report a detailed issue, you can raise a ticket from the 'Support' tab under the 'Raise a ticket' section.

1 ) Is there a fee for ride cancellation?

You can cancel your ride up to 30 minutes before the ride time.

• Rides cancelled within 30 minutes of scheduled departure time are non-refundable.
• For refundable plans, 100% of the ride amount is refunded back (i.e. free cancellation) to the wallet.
• For Non-Refundable Super Saver plans, ride cancellations are non-refundable.
• For LITE pack, ride cancellations are non-refundable.
• For Ride Pack, cancellations are free up to 30 mins before departure and the ride is credited back to your pack.
• For One-way rides, a cancellation fee of Rs.40 is charged.
• Rides rescheduled within 30 minutes of scheduled departure time (i.e. the non-refundable cancellation window) and then cancelled are non-refundable.

For more details, please refer to our Cancellation and Rescheduling Policy.

2 ) Can I reschedule a single (one-way) ride to a different date?

A single one-way ride can only be rescheduled to a different bus timing on the same day (subject to seat availability) — go to Manage Ride → Reschedule. It can't be moved to a different date. If your plans have changed to another day, cancel this ride (refund as per your plan and the cancellation policy) and book a fresh ride for the day you need. Note: Flexi Pass and Ride Pack rides can be rescheduled to another day — see the Flexi Pass / Ride Pack sections.

3 ) What happens if my travel plans change?

• You can reschedule your ride to an earlier or later time, as per your need.
• You can also cancel your ride and get a refund to your Cityflo wallet. Please refer to our Cancellation and Rescheduling Policy for more details

4 ) How many times can I reschedule?

There is no limit to rescheduling. Please refer to our Cancellation and Rescheduling Policy for more details.

1 ) Is the Flexi Pass suited for my hybrid travel?

Yes, the Flexi Pass is made to suit your hybrid travel pattern. You can select the days of the week that you go to office and pre-book for only those days in advance. Note that you need to select for atleast 3 days of the week.

For e.g. if you travel for 3 days a week, i.e., on Mon, Wed and Fri, you can select those days and your rides will be pre-booked for only those days.

The weekday selection feature in Flexi Pass is in the process of being rolled out and is expected to be available within a few weeks.

2 ) I travel regularly. Which Flexi Pass is suitable for me?

Non-Refundable Super Saver plans are best suited for you as these are plans offer higher discounts, and are especially designed for regular travel.

You can reschedule rides on the same day, as per your schedule.

3 ) Does this pass include weekends or public holidays?

Flexi Pass does not include weekends (Saturday & Sunday) and public holidays.

• For Saturdays that fall within your Flexi Pass duration, you can book a one-way ride (on select routes only) at a Flexi Pass fare.
• On certain public holidays, we run limited bus service with fewer timings than usual. If these holidays fall within your existing Flexi Pass period, you can book a one-way ride that day at Flexi Pass fares.

4 ) How does a Flexi Pass work?

Flexi Pass has two types: One-way and Round Trip

One-way options:

• 5 rides (5 working days)
• 20 rides (20 working days)



Round Trip options:

• 10 rides (5 working days)
• 40 rides (20 working days)



Your rides are pre-booked on selected weekdays of your choice at your selected timing(s) and seat. However, it accommodates any flexibility that your work schedule might demand. You can reschedule your ride anytime you want, and get trips refunds if you're not travelling.

The weekday selection feature in Flexi Pass is in the process of being rolled out and is expected to be available within a few weeks.

5 ) Can I book my pass from the middle of the week or month?

You can start your Flexi Pass on any day of the week or month. Your pass guarantees one-way/round trip rides for 5 or 20 consecutive working days, based on the plan you choose.

6 ) Can I take buses at different timings with my pass?

Your rides are pre-booked for your selected timing(s) for the Flexi Pass period. However you can reschedule individual rides anytime as per your schedule. You can even cancel rides on days you don't travel and get a full refund.Your rides are pre-booked at the time of your Flexi Pass purchase to ensure there's always a seat reserved for you.

7 ) What is a Trial pass?

This is a pass to experience the Flexi Pass for the first time over the course of a week. Trial Pass can be purchased only once and is valid for 5 working days, for both one-way (5 rides) and round-trip (10 rides). Take advantage of this limited-time offer on newly launched routes at just Rs.100 per ride.

8 ) Can I use my pass across different routes?

No, you cannot.Your pass is booked for a single route only. We recommend you booking a pass for your most frequently travelled route. On days you need to travel on a different route, you can simply cancel your pass rides for those days (and get a full refund), and book one-way rides on the new route.

9 ) Can I cancel my pass?

Yes. You can cancel your pass by cancelling any remaining rides in the pass period.

• For rides booked on a Refundable plan, you'll get 100% refund on cancellation.
• For rides booked on a Non-Refundable Saver plan, no refund is applicable on cancellation.

10 ) What if the bus I have a Flexi Pass for, gets cancelled?

Priority assistance is provided in such cases where we try to accommodate customers on the next most suitable bus. If the bookings don't allow for it, we issue a free ride coupon against such a cancellation.

11 ) Why is there a one-way/round trip Flexi Pass for 20 working days and not a pass for a full month?

We offer a Flexi Pass for 20 working days that does not change every month. If we don't do this, months with fewer working days (like Feb, Dec), would see rides get more expensive, and vice versa. Cityflo is supposed to be stress-free and we don't want to burden you with calculations every month.

12 ) Can I reschedule my ride to another date?

Yes you can reschedule your ride to any other date in your subscription. Simply go to "Manage Ride" section and select "Reschedule to another day" and your ride will be rescheduled to the next working day after the end date of your subscription. Further, in case you've chosen only select days of the week, the ride would be rescheduled to the next such selected day in the calendar.

The date change feature in Flexi Pass is in the process of being rolled out and is expected to be available within a few weeks.

1 ) I forgot/found an item during one of the rides. How do I get it back/return it?

• Please raise a ticket for the ride and select the 'Lost and found' category. Our executives will coordinate with the bus drivers to find it and return it to you.
• We try our best to find lost items, and have been able to find them on most occasions. However, we cannot guarantee the same.

2 ) I referred a friend but haven't received my referral reward. What should I do?

When a friend joins Cityflo using your referral and completes their first paid ride, you automatically receive free-ride reward(s) in the app and we notify you. The reward is credited only after their first ride is completed — not when they sign up — so please allow a little time after their trip. The free rides are valid for a limited period. If your friend has completed their first ride and you still don't see your reward, reach us at support.cityflo.com or call 02248931231.

3 ) What routes does Cityflo operate on?

Please check the 'Route map' section under the 'More' tab to check our routes as per your selected city.

4 ) Can I speak to someone if I have any questions?

Yes, absolutely. We are happy to help! Please call us at 02248931231 or write to us at support@cityflo.com.



As per applicable laws, our Grievance Officer is:

• Name: Suresh Babu A B
• Email: grievances@cityflo.com
• Mobile: 02248906216

You may contact the Grievance Officer for any concerns, complaints, or grievances related to our services.

5 ) I referred a friend but haven't received my referral reward. What should I do?

When a friend joins Cityflo using your referral and completes their first paid ride, you automatically receive free-ride reward(s) in the app and we notify you. The reward is credited only after their first ride is completed — not when they sign up — so please allow a little time after their trip. The free rides are valid for a limited period. If your friend has completed their first ride and you still don't see your reward, reach us at support.cityflo.com or call 02248931231.