Frequently Asked Questions

1 ) What is Cityflo?

Cityflo is an app-based daily commute service that provides stress-free office rides in premium, air-conditioned buses. You book your seat through the app, board at a nearby stop, and enjoy a comfortable ride to work. No driving, no crowded trains.

2 ) Which cities does Cityflo operate in?

Cityflo currently operates in Mumbai, Delhi, Kolkata and Hyderabad. To check if there's a route near you, download the app and enter your pick-up and drop-off locations.

3 ) What type of buses does Cityflo use?

All Cityflo buses are premium, air-conditioned coaches with comfortable push-back seating, overhead storage compartments, and a clean, well-maintained interior. Seats are assigned so you always know where you're sitting.

4 ) How much does a ride cost?

Ride prices vary by route and distance. Single one-way rides typically start from ₹49 for first-time users. Regular fares depend on your route . To save money, consider a Ride Pack (prepaid bundle at a discount) or a Flexi Pass (weekly/monthly subscription with up to 40% off). You can view exact pricing for your route in the app after searching for your pick-up and drop-off locations.

5 ) How do I pay for my rides?

You can pay using:

• UPI (Google Pay, PhonePe, etc.)
• Debit / Credit cards
• Cityflo Wallet — refunds and credits are added here and auto-applied to future bookings
• UPI AutoPay — set up automatic payments for subscription renewals

All payments are handled securely through the app.

6 ) What is the Cityflo Wallet?

The Cityflo Wallet is an in-app balance where refunds, Cityflo Cash and Free rides are stored. When you book a ride, wallet balance is automatically applied before charging your payment method.

7 ) Is my first ride free/₹49? Where’s my signup reward?

The first ride is priced from ₹49 onwards. Just enter your pickup drop and book your ride. The offer is automatically applied during payment

8 ) Why am I not getting the ₹49 first ride offer?

The ₹49 fare is a one-time introductory price for first-time Cityflo riders, applied automatically during payment. As per our policy, this offer can be availed only once, and only one account is allowed per device.

You may not see the ₹49 fare if:

• You've already taken a Cityflo ride before — it's only for your very first ride.
• You've previously purchased a pass (subscription or Flexi pass).
• The offer isn't currently active on the route or date you're booking.
• The offer has already been availed on this device or account.

Please note: creating a second account or using a different phone number to claim the offer again — when it has already been availed on another account — is against our policy and can lead to the account or device being flagged, which removes offer eligibility.

If you're a genuine first-time rider and still don't see the ₹49 fare, please reach us at support.cityflo.com or 02248931231 and we'll be happy to check.

1 ) How do I book a ride?

You can book rides through the Cityflo app (available on the App Store and Play Store).

Steps:

1. Sign up or log in with your mobile number.
2. Enter your pick-up and drop-off addresses, then tap Search.
3. Cityflo will recommend routes based on your locations. Choose the one that matches your preferred stops and bus timing, then tap Book Ride.
4. Select your booking type:
   • One-way ride — pay for a single trip
   • Ride Pack — prepaid bundle of rides at a discount
   • Flexi Pass — weekly or monthly subscription with pre-booked rides
5. Pick your seat on the bus.
6. Confirm and pay. You're booked!

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?

Absolutely. You can book a one-way ride any time you need one no commitment required. If you commute on the same route a few days a week, consider a Ride Pack (e.g., 5 rides in 30 days) or a Flexi Pass for bigger savings of up to 40%.

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

No, each passenger needs their own Cityflo account. The person travelling must:

• Download the Cityflo app
• Sign up with their own mobile number
• Book and pay for their ride
• Show their booking pass (in the app) when boarding

If you have a special situation where you absolutely need to book for someone else, contact our Support Team for help.

6 ) What days does Cityflo operate on?

• Monday to Friday — All routes are operational.
• Saturday — Limited service on select routes only. Saturday rides are not included in the Flexi Pass; you'll need to book a separate one-way ride.
• Sunday — No service.

To check if your route runs on Saturday, look for Saturday availability in the app when searching for rides.

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

Cityflo provides quality buses for local and outstation group trips.

How to enquire:

1. Open the app and go to the More tab.
2. Tap Rent a Bus.
3. Fill in your travel details (date, destination, group size).

Our Travel Manager will reach out with the best available options and pricing.

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 ) What are the different Cityflo plans?

Cityflo offers three ways to ride:

Plan	Best For	How It Works
One-way Ride	Occasional travel	Pay per trip. No commitment.
Ride Pack	Hybrid commuters / Daily commuters	Buy a bundle of rides upfront (e.g., 5 rides in 30 days) at a discounted per-ride rate. Use them when you want. Maximum savings.
Flexi Pass	Daily commuters / Hybrid commuters	Weekly (5-day) or monthly (20-day) subscription. Rides are pre-booked at your chosen days and timings. Maximum comfort.

2 ) What is a Ride Pack?

A Ride Pack is a prepaid bundle of rides that you buy upfront at a discounted per-ride rate. Think of it like a recharge — you load rides in advance and use them whenever you want within the validity period.

How it works:

• Choose a Ride Pack plan for your route (e.g., 5 rides valid for 30 days).
• Pay the full amount upfront.
• Each time you book a ride, one ride is deducted from your pack.
• Keep booking until your rides are used up or the pack expires — whichever comes first.
• Ride Packs are great if you commute a few days a week but don't want the commitment of a full Flexi Pass subscription.

3 ) How does a Flexi Pass work?

A Flexi Pass is a subscription that pre-books your rides on weekdays at your chosen time and seat — so you always have a guaranteed spot.

Available plans:

Type	Duration	Total Rides
One-way (weekly)	5 working days	5 rides
One-way (monthly)	20 working days	20 rides
Round trip (weekly)	5 working days	10 rides (morning + evening)
Round trip (monthly)	20 working days	40 rides (morning + evening)

• Refundable — Cancel rides you don't need and get a 100% refund to your Cityflo Wallet.
• Super Saver (Non-Refundable) — Higher discount, but cancelled rides are not refunded.

You can start on any day of the week or month. Your pass covers consecutive working days from your start date. You can reschedule individual rides to different times if your schedule changes.

4 ) What is the Starter 3-Ride Pack? Is it a trial?

The 3-Ride Starter Pack (3 rides in 15 days) is our entry-level Ride Pack perfect for first-time users who want to experience Cityflo before committing to a bigger plan. You can find it on the confirmation page while booking a single ride.

5 ) How is a Ride Pack different from a Flexi Pass?

This is the most common question — here's a clear comparison:

Feature	Ride Pack	Flexi Pass
How rides work	You book rides manually, one at a time post pack purchase	Rides are auto pre-booked for your chosen weekdays
Flexibility	Use rides on any day, any time, within validity	Rides are locked to your selected time slots (but can be rescheduled)
Seat guarantee	Seat reserved only when you book	Seat reserved for the entire pass duration
Cancellation	Cancelled rides are credited back to your pack (if 30+ min before departure)	Depends on plan: Refundable = 100% refund; Super Saver = no refund
Best for	Flexible, irregular schedules	Predictable, regular commuting

6 ) How do I buy a Ride Pack?

• Open the Cityflo app and enter your pick-up and drop-off locations.
• Select your route and preferred bus timing, then tap Book Ride.
• On the booking type screen, select Ride Pack.
• Choose a plan (3, 5, 15 rides, or Unlimited — Monthly, Quarterly, Half-Yearly).
• Pick your seat and confirm payment.
• Once purchased, your Ride Pack appears on your Home Screen. Each time you book a ride on that route, a ride is auto-deducted from the pack.

7 ) Can I use my Ride Pack on any route?

Yes, it can be used on any available Ride Pack route.

8 ) Can I use my Ride Pack for both morning and evening rides?

Yes! Each ride in your pack counts as one trip regardless of whether it's a morning or evening ride. So if you buy a 5-ride pack and use it for a round trip in one day, that counts as 2 rides (1 morning + 1 evening). Example: A 5-ride pack used for round trips would cover 2.5 days of commuting (5 one-way trips).

9 ) What happens if I cancel a ride booked with a Ride Pack?

It depends on when you cancel:

• 30+ minutes before departure — Ride is credited back to your pack. No charge. ✅
• Within 30 minutes of departure — Ride is lost, not credited back. ❌

This is one of the key advantages of Ride Packs — free cancellations (when done in time) without losing any money.

10 ) Can I reschedule a Ride Pack ride to a different time?

Yes. You can reschedule your ride to a different time on the same day or a different day subject to seat availability on the new bus. Go to your upcoming ride in the app → Manage Ride → Reschedule.

11 ) What happens when my Ride Pack expires?

When your Ride Pack reaches its end date, any unused rides are forfeited — they don't roll over or get refunded. Tip: You can check your remaining rides and pack expiry date anytime on the app's Home Screen.

12 ) Can I buy multiple Ride Packs at the same time?

Yes, you can have upto 2 rides packs active at any moment. One active and the other pre-booked. The pre-booked Ride Pack activates once the active rides pack is fully used or expired.

13 ) Can I get a refund on my Ride Pack?

Ride Packs are generally non-refundable once purchased. However: Individual rides cancelled 30+ minutes before departure are credited back to the pack (not refunded as cash). If you face a service issue (e.g., bus cancelled by Cityflo), you'll receive free ride coupons as compensation. For exceptional circumstances, contact our Support Team by starting a live chat in Support section.

14 ) Is the Flexi Pass suited for hybrid work schedules?

Yes! The Flexi Pass is designed for hybrid workers. You can select the specific days of the week you go to office (minimum 3 days) and pre-book rides only for those days.

For example: If you go in on Monday, Wednesday, and Friday, your rides will be pre-booked only for those days.

On days you don't travel, simply cancel the ride and receive a refund (on Refundable plans).

15 ) Does the Flexi Pass include weekends or public holidays?

No, the Flexi Pass covers weekdays (Monday to Friday) only.

However, there are options for those days:

Saturdays: On select routes, you can book a separate one-way ride at your Flexi Pass fare (discounted rate).

Public holidays: On holidays that fall within your pass period, if Cityflo is running limited service, you can book a one-way ride at your Flexi Pass fare.

Sundays: No service is available.

16 ) Can I start my Flexi Pass mid-week or mid-month?

Yes! You can start your Flexi Pass on any day. Your pass covers 5 or 20 consecutive working days from whatever date you choose — it's not tied to calendar weeks or months.

Example: Start on a Wednesday and your 5-day pass covers Wed, Thu, Fri, Mon, Tue.

17 ) Can I take buses at different times with my Flexi Pass?

Your rides come pre-booked at the time(s) you selected when purchasing the pass. This guarantees you always have a reserved seat.

However, you can reschedule individual rides to a different time slot if your schedule changes. Just go to the ride in the app and choose a new time — subject to seat availability on the new bus.

18 ) Can I reschedule a Flexi Pass ride to a different date?

Yes. Go to the Manage Ride section in the app and select Reschedule to another day. The ride will be moved to the next available working day after your pass's current end date, effectively extending your pass by one day.

If you've selected specific weekdays (e.g., Mon/Wed/Fri only), the ride will move to the next matching day.

19 ) Can I use my Flexi Pass on different routes?

No, each Flexi Pass is valid for one route only. We recommend getting a pass for the route you use most.

Need to travel a different route one day?

• Cancel your Flexi Pass ride for that day (free refund on Refundable plans).
• Book a separate one-way ride on the other route.

20 ) Can I cancel my Flexi Pass entirely?

Yes. To cancel your Flexi Pass, simply cancel all remaining rides in the pass period.

• Refundable plan: You'll get a 100% refund for each cancelled ride (credited to your Cityflo Wallet).
• Super Saver (Non-Refundable) plan: No refund is given for cancelled rides.

There is no separate "cancel pass" button. You can cancel individual rides.

21 ) Why is the Flexi Pass for 20 working days instead of a full calendar month?

We use 20 working days instead of calendar months so your per-ride price stays the same every month regardless of whether the month has 20, 22, or 18 working days (like February or December). No need to calculate whether this month is a "good deal" it always is.

22 ) What happens if my Flexi Pass bus gets cancelled by Cityflo?

If Cityflo cancels your bus, we'll take care of you:

1. First, we try to move you to the next available bus on your route.
2. If no suitable bus is available, we'll issue a free ride coupon to your account as compensation.

23 ) Why are pass prices so high?

We keep the prices as affordable as possible. For Unlimited ride packs, the prices start as low as 79 per ride.

24 ) Do you have any student discount or student plans.

Sorry, no. Currently we don't have any student plans.

1 ) How can I track the bus?

All Cityflo buses have live GPS tracking. To track your bus:

1. Open the app.
2. On the Home Screen, find your upcoming ride card and tap Track Ride.
3. You can also find it under the My Rides tab.
4. You'll see the bus's real-time location and estimated time of arrival (ETA) at your stop.

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

The bus stops only long enough for passengers to board safely. It will not wait for passengers who haven't arrived.

However, if the bus arrives early, it will wait at the stop until the scheduled departure time.

Tips:

• Arrive at least 2 minutes before the scheduled time.
• Use the app's live tracking to see the bus's ETA to your stop so you can time your arrival.

3 ) Is there space for luggage on the bus?

You can store bags in the overhead compartments above your seat. Only compact items are permitted:

• ✅ Office bags / laptop bags
• ✅ Lunch bags / small handbags

4 ) What should I do if I face an issue during my ride?

Go to your Tracking Screen, tap Need Help, then use the Live Chat option. This alerts the support team for immediate action.

OR

Go to the Support tab in the app, select a ride, select the category of issue, and get instant resolutions or create a ticket. Our team will follow up.

For urgent issues, you can request to call our team directly. We are available Monday to Friday, 6am to 10:30pm.

5 ) What happens if the bus breaks down?

If a bus breaks down mid-route, Cityflo will:

• Arrange an alternate bus to complete your journey wherever possible.
• If your ride is significantly disrupted, free ride coupons are credited to your account as compensation.
• You'll receive real-time updates via push notification and the app.

6 ) How do I verify my booking with the driver while boarding?

To verify your ride, just turn on bluetooth before boarding the ride. Your ride will be automatically verified. In case the bluetooth onboarding doesn't work, you can tell the driver the OTP shown on the screen.

7 ) Can I get the driver’s number?

No, we don't directly provide the driver's number. However, you can always reach out to us via chat support for any ride or non ride query

8 ) Can you increase the AC / cooling?

Yes, you can open the chat support and prompt us to increase/decrease the AC temperature and speed. We immediately send the prompt to the driver.

1 ) Is there a fee for ride cancellation?

More than 30 minutes before departure — Cancellation allowed (fees depend on plan, see below).

Within 30 minutes of departure — Non-refundable for all plan types. No exceptions.

💰 Refund by plan type (when cancelled 30+ min before departure):

Plan Type	What Happens
One-way ride	Refunded to Cityflo Wallet, minus ₹40 cancellation fee
Ride Pack	Ride is credited back to your pack (no charge)
Flexi Pass (Refundable)	100% refund to Cityflo Wallet
Flexi Pass (Super Saver)	No refund — this is a non-refundable plan

For full details, see our Cancellation and Rescheduling Policy.

2 ) How do I change my pickup or drop-off stop?

1. Go to your upcoming ride on the Home Screen or My Rides tab.
2. Tap Manage Ride.
3. Select Change Stop and pick a different stop from the available options on your route.

Note: You can only switch to another stop on the same route. To travel on a different route, you'll need to cancel and rebook.

3 ) 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.

4 ) What happens if my travel plans change?

No worries — you have two options:

• Reschedule your ride to a different time (or date, for Flexi Pass). Go to your ride in the app, tap Manage Ride, then Reschedule.
• Cancel the ride and get a refund per your plan's refund rules (see the cancellation FAQ above).

There's no limit on how many times you can reschedule.

5 ) How many times can I reschedule?

There is no limit on rescheduling. You can change your ride time as many times as you need.

Just keep in mind:

• Rescheduling is subject to seat availability on the new bus.
• If you reschedule into the 30-minute window before departure and then cancel, no refund is given.

For full details, see our Cancellation and Rescheduling Policy.

1 ) How do refunds work?

Refunds from cancelled rides or other credits are added to your Cityflo Wallet — not directly to your bank account or card. Wallet balance is automatically applied to your next booking. For company-initiated cancellations (e.g., bus cancelled by Cityflo), you'll receive free ride coupons credited to your account or refund back to your source of payment.

2 ) Can I get a refund to my bank account?

Refunds are processed to your Cityflo Wallet by default. If you need a bank refund for a special situation, please contact our Support Team by raising a ticket in the app or emailing support@cityflo.com.

3 ) Money was deducted but my booking didn't go through. Where is my money?

If an amount was deducted but the booking didn't complete, it is credited back to your Cityflo Wallet automatically — you can use it for your next booking, or transfer eligible amounts to your bank from the Wallet. No seat is held against a failed booking. If you don't see the credit in your Wallet, contact us at support.cityflo.com or call 02248931231.

1 ) I lost or found an item on the bus. What do I do?

• Open the app and go to the Support tab.
• Raise a ticket for the ride where you lost (or found) the item.
• Select the Lost and Found category.
• Our team will coordinate with the bus driver to locate and return the item.
• We have a strong track record of recovering lost items, but we cannot guarantee recovery in every case. The sooner you report it, the better.

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?

To see all available routes in your city:

• Open the app.
• Go to the More tab.
• Tap Route Map.
• Select your city to view all active routes, stops, and timings.

You can also just enter your pick-up and drop-off addresses on the Home Screen — the app will show you matching routes automatically.

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

Yes! We're happy to help. Reach us through any of these channels:

• 📞 Phone: 022-4893-1231
• 📧 Email: support@cityflo.com
• 📱 In-app: Go to Support tab, select the type of issue or the concerned ride, and live chat with us.

Grievance Officer (as per applicable laws):

• Name: Suresh Babu A B
• Email: grievances@cityflo.com
• Phone: 022-4890-6216

5 ) Can I get notified when a full bus has cancellations?

Yes! If your preferred bus is fully booked, you can request a seat availability notification. If another passenger cancels and a seat opens up, you'll be notified immediately so you can grab it. Look for the Notify Me option when a bus shows as full.

6 ) Is there a referral program?

Yes! You can invite friends to Cityflo and both of you earn free ride credits when they sign up and take their first paid ride. To share your referral link, go to the More tab in the app and tap Refer & Earn.