Yes. Existing Freedom Passes will continue to work as normal during the system update period. Your travel benefits are not changing.
Online service unavailable
The online portal will be unavailable until 9.00am on Tuesday 15 September as we update our systems.
The online service will be unavailable until 9.00am on Tuesday 15 September as we update our systems. During this time you will not be able to request a replacement card, apply for an Older Person's Freedom Pass, track progress or update your details.
Can I still use my Freedom Pass?
Will my eligibility or travel benefits change?
No. Eligibility for a Freedom Pass and the travel benefits it provides are not changing. The update only affects the underlying systems used to manage applications and customer records.
Why is the Freedom Pass online service unavailable?
The online service is being temporarily unavailable so that more than 1.5 million customer records can be transferred safely to a new system. This will help improve the service for customers in the future.
Can I request a replacement Freedom Pass while the portal is unavailable?
No. Replacement pass requests cannot be processed while customer records are being transferred to the new system. However, if your address remains the same the call centre on 0300 330 1433 can take your details and your replacement pass will be prioritised for posting when the service reopens. You will not be charged a replacement fee (normally £15). You will not be re-imbursed for any travel costs you incur.
Can I apply online for an Older Person’s Freedom Pass while the online service is unavailable?
No. Online applications will not be available while the online service is closed. You will be able to apply online when the service reopens on Tuesday 15 September.
Can I apply by post for an Older Person’s Freedom Pass while the portal is unavailable?
If you are applying for an Older Person’s Freedom Pass, you can use a paper form and apply by post. Paper application forms are available from the Freedom Pass website. Paper applications received while the online service is unavailable will be prioritised when processing resumes on 15 September.
Can I apply for Disabled Person’s Freedom Pass during the pause?
Yes. You apply for your Disabled Person’s Freedom Pass through your own borough’s website for the initial eligibility assessment. Find out how to apply for a Disabled Person's Freedom Pass in your borough.
Can I still contact someone if I need advice?
Yes. The Freedom Pass call centre remains available throughout the closure period and can be contacted on 0300 330 1433 for advice and information.
Can the call centre process my replacement pass while the service is offline?
No. The call centre is still available to answer questions, but it cannot process replacement passes until the service reopens on 15 September. This is because the customer records are being moved to the new system.
When will I be able to use the online service?
You will be able to use the online service to apply for an Older Person's Freedom Pass, or replace an Older Person's or Disabled Person's Freedom Pass from 9.00am on Tuesday 15 September 2026.