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Blind & Disabled Passes: Frequently Asked Questions (FAQs)


Applying for or Renewing a Pass

Why should I create an online account?

Your account will enable you to update your details, order replacements, and buy other tickets online in the future

Why do I need to provide my email address?

Your email address is used to confirm that your application has been successful and advise you when your Blind or Disabled Pass is expected to be sent to you.


You will receive email confirmation within 24 hours and Blind or Disabled Passes are usually posted within 21 days of application.  Your email address is also useful if there are any problems with your application and we need to contact you.

I have been told that my email address has been taken and I need to choose a different one. Why is this?

Each account will need an email address as this is used to log into your personal account details. You may have already used this email address to apply for or renew a pass for someone else, in which case you will need to use a different email address.

What happens after I apply?

Your application will be passed to your local council for them to assess.
If your application is approved, your new pass will be posted to your home address.

How long will it take for my Pass to arrive?

If your application is approved by your local council, your Pass should be dispatched to your home address by second class post within 21 days.

How long will my pass be valid for?

The expiry date will be printed on your Pass.

What will be printed on the Blind or Disabled Pass?

Your first name and surname/family name will be printed on the Blind or Disabled Pass with your photograph.
Please note that titles such as Mr, Mrs Dr, Prof, etc. are not printed on the Blind or Disabled Pass.

When can I renew my Blind or Disabled Pass?

If your Blind or Disabled Person’s Travel Pass is due to expire you can renew it up to 90 days before its expiry date.

How much does it cost to renew my Blind or Disabled Pass?

Renewal of expired passes is free of charge.


Replacing a Lost, Stolen or Damaged Blind or Disabled Pass online

How much does it cost to replace Blind or Disabled Pass?

Replacements for a lost or damaged Pass cost £5. Replacements for a lost or damaged Blind Person’s Pass are free of charge.

If your pass has been stolen, you should report it to the police and ask for a crime reference number. There is no charge for replacing stolen passes at a Travel Centre if a valid crime reference number is provided. There is a £5 fee for replacing a stolen pass online.

How long will it take for my replacement Blind or Disabled Pass to arrive?

Your replacement pass should arrive within 10 working days. If your Blind or Disabled Pass has not arrived within 10 working days, please contact MetroLine on 0113 245 7676 or visit your local Bus Station Travel Centre.
Staff will be able to advise if your order has been received and if there are any problems with it.

I have paid for a replacement Blind or Disabled Pass but have just found mine. Can I stop the replacement being issued?

No. As soon as the payment is taken, a new Blind or Disabled Pass is produced and cannot be stopped. There are no refunds.
Please destroy your old pass.


Correcting or updating Pass details

My name has been spelt incorrectly on my Blind or Disabled Pass, can I change it?

If you would like your name corrected please call MetroLine on 0113 245 7676 or go to your local Bus Station Travel Centre
If you have changed your name by Deed Poll or through marriage you will have to visit a Bus Station Travel Centre with supporting documents, in order to change your name.

I have changed my address, what should I do?

If your address has changed, please contact MetroLine on 0113 245 7676 or visit your local Bus Station Travel Centre. Your details can be updated. There is no need to return your Blind or Disabled Pass if you are still living in West Yorkshire.

I have moved out of West Yorkshire, is my Blind or Disabled Pass still valid?

Your Blind or Disabled Pass is still valid. However, you are advised to re-apply to your new Local Authority and return your Blind or Disabled Pass to West Yorkshire Combined Authority, advising that you have moved out of the county.
Your new local council may offer different benefits that you will not get if you use your Metro Pass.

I have moved out of West Yorkshire and have a Blind or Disabled Pass from another local authority. Is it valid in West Yorkshire?

Your Blind or Disabled Pass is still valid. However, you are advised to re-apply to your new local council and return your Blind or Disabled Pass to West Yorkshire Combined Authority, advising that you have moved out of the county.
Your new local council may offer different benefits that you will not get if you use your Pass.

I have moved into West Yorkshire and have a Blind or Disabled Pass from another local authority. Is it valid in West Yorkshire?

Your Blind or Disabled Pass will still be valid for use in West Yorkshire. However, you are advised to re-apply through your local council. This will ensure you receive the local benefits, such as concessionary train fares within West Yorkshire, and so that The West Yorkshire Combined Authority can keep your records up-to-date.  You should also return your old Blind or Disabled Pass to the appropriate local council.


Technical questions

What file types are accepted for photographs?

Acceptable file types are:

  • JPEG (jpg, jpeg, jpe)
  • gif
  • bmp

Your mobile phone or computer will normally save photographs in one of these formats. The file size of your photographs will need to be smaller than 2MB to be accepted.

I have a problem and cannot complete an online order or replacement, who can I contact?

If you have a technical problem, you should contact MetroLine on 0113 245 7676.

My address is being shown as ‘invalid’, what is wrong?

There are three reasons why the address could be invalid:

  • The postcode may have been changed by Royal Mail
  • There is not a space between the two parts of the postcode
  • The postcode is outside West Yorkshire

You should check that the postcode you entered is correct and in the correct format e.g. LS1 2DE 
Should you encounter any further problems, please contact MetroLine on 0113 245 7676.

My address does not appear on the list, what should I do?

Once you enter your postcode and your address is not displayed, you should first check that you have entered the postcode correctly. 
Please note that the addresses are validated using a Post Office file, and in some cases (for example newly built properties) the file may not be up to date.
If you are sure that you have entered the postcode correctly and your address is still not shown, you should contact MetroLine on 0113 245 7676.

I have selected the wrong address, what do I do?

You could either:

  • Click again on the ‘Address finder’ button and select the correct address; or
  • Wait until the confirmation page and edit it from there using the ‘Edit’ button.

I have been told that my email address has been taken and I need to choose a different one. Why is this?

Please make sure you have typed your email address and password correctly, bearing in mind that passwords are case sensitive. Also ensure that you use the correct domain name for your email address, for example, .co.uk or .com
If you are still having trouble logging in please request a password reminder.

I have forgotten my password, how can I log in to my account?

Click on 'Password reminder' and an email will be sent to you.