Frequently asked questions

Bookings

Book your trip via the Hillsbus MetroConnect app. If you’re an Android user, download it from Google Play. Apple lover? You’ll find us in the App Store.

No, the Hillsbus MetroConnect app is completely free.

No – all bookings need to be made via the Hillsbus MetroConnect app, which can be downloaded from Google Play or the App Store.

Yes, to use this service you must make a booking using the Hillsbus MetroConnect app.

No, all passengers must make a booking using the Hillsbus MetroConnect app.

You can book up to 12 hours in advance. If you have an urgent booking, you can select the next bus available for pickup. The app will provide you with trip confirmation and an estimated travel time.

Our app is real-time. This means that you can make a booking at any time for the next available service.

Although other passengers will be booked onto the bus, we organise our routes in the most efficient manner. Our technology prevents a passenger from making a booking for a particular bus if it will disrupt the trip of its current passengers. We work hard to make sure you arrive at your destination stress-free.

Prior to confirming your booking, a map will appear with two pins identifying pick up and drop off locations for your selected ride. By tapping on the ‘Pick-up’ pin, you can see a street view of your pick up location. If you are happy with the ride offer you can accept the details and confirm your booking.

It is recommended that you are at your virtual stop at least 5 minutes prior to your estimated pick up time. If you are unsure of your pick up location, you can view your boarding pass in the 'Manage Rides' section of the Hillsbus MetroConnect app.

Pricing & Payment

Hillsbus MetroConnect uses Distance Based Fares to align with the Opal network.

Adult fares start from $2.24 ($1.12 for Concessions)

Travel Distance:
0 - 3 km: Peak Fares - Adult $3.20, Concession $1.60; Off-Peak Fares - Adult $1.60, Concession $0.80
3 -8 km: Peak Fares - Adult $3.73, Concession $1.86; Off-Peak Fares - Adult $1.86, Concession $0.93
8 + km: Peak Fares - Adult $4.80, Concession $2.40; Off-Peak Fares - Adult $2.40, Concession $1.20

For more information about Opal based fares visit Transport for NSW Opal Fare Payments

Opal Free Travel Entitlement pass holders are recognised on this service.

From Monday 14 September, fares will be changing on the Hillsbus MetroConnect service. The new prices are in line with the recent fare changes to standard public transport services.

An off-peak fare will also be introduced, travel between 6am – 6.30am and 7pm – 9pm Monday to Friday and receive a 50% discount. This will enable physical distancing and a more comfortable trip.

MetroConnect customers travelling before 6.30am and after 7pm will receive a 50% off-peak discount. The discounted fare will be shown in your ride offer if your pick-up time falls in the off-peak hours.

Find out more information at transportnsw.info or the Hillsbus MetroConnect website hillsbusmetroconnect.com.au

The following TEP’s are accepted on board Hillsbus MetroConnect:
• Vision Impaired Person’s Travel Pass
• NSW Blinded Soldier Pass
• WW1 Veteran’s Widows Pass
• Ex-Defence Transport Concession Entitlement Card (TCEC)

Payment is made securely via the Visa or Mastercard you have set up in the Hillsbus MetroConnect App, or using your Opal Connect account. This occurs at the completion of your trip.

Opal Connect is Transport for NSW’s integrated ticketing platform that provides customers with a convenient way to pay for travel through a single digital account. With Opal Connect, customers can use their account to sign in to Hillsbus MetroConnect to book and pay for travel. Customers can view their travel activity history and account balance on the Opal Connect website, and track the value of any travel credits that they have earned.

Go to Opal Connect and follow the prompts to create your Opal Connect account. If you already have a Hillsbus MetroConnect log in, we recommend using the same email address to ensure any MetroConnect app credit balances are synced to your Opal Connect account.

After creating your Opal Connect account, if you have an existing Hillsbus MetroConnect log in, you will need to sign out of the Hillsbus MetroConnect app, then sign in selecting the 'Connect with Opal Connect' option then follow the prompts.

Simply create an Opal Connect account and log into the Hillsbus MetroConnect app with your Opal Connect credentials. Book a ride and ensure you have selected Opal Connect as your payment method. Then, transfer to or from an Opal-enabled service within 60 minutes of your Hillsbus MetroConnect ride to earn travel credits. Any travel credits you earn will be added to your Opal Connect balance and can be used for future Hillsbus MetroConnect bookings.

Only customers who sign in to Hillsbus MetroConnect and pay with their Opal Connect account will be eligible to earn a travel credit.

Only a single travel credit will be issued for group bookings. The travel credit will be applied to the highest-value passenger fare in the group booking.

Go to the app's settings, and press logout. There, you can log in again with your email or Opal Connect (recommended).

Sign in to your Opal Connect account and navigate to the Activity tab to view your transaction history and travel credit balance.

Bookings may be cancelled without incurring any cost up until prior to your confirmed collection time. In these circumstances, the transaction will be cancelled and will not appear on your credit/debit card statement. Please refer to the Terms & Conditions for more detail.

Changes to Advance Bookings from Monday 14 September 2020

From 14 September 2020, Hillsbus MetroConnect will be removing its advance booking option. Customers will be able to book a ride to “depart now”, and experience a complete on-demand service with the same if not better waiting times.

With this change, we expect to be providing you with an enhanced level of service as we gradually return to work and school.

General

The bus we have chosen to operate the Hillsbus MetroConnect On Demand service is a Hino Poncho that has a capacity of 23 (16 seated and seven standing), including one wheelchair or pram.

Eating and drinking is not allowed on the bus, however water is accepted.

We’re always happy to help. You can email our friendly team at customerservice@hillsbusmetroconnect.com.au or, for urgent matters, phone (02) 8889 7050.

Service locations

Hillsbus MetroConnect operates On Demand services for Bella Vista, Norwest and Hills Showground Sydney Metro Stations within a 3km radius. You can view our service map here.

Hillsbus MetroConnect is a point to hub service, which means we take you between your nearest virtual bus stop and Bella Vista, Norwest or Hills Showground Sydney Metro Station.

A virtual bus stop is a designated location that’s convenient and safe for customer pick-ups and drop-offs. Hillsbus MetroConnect is all about making travel convenient for you, so we’ve created a multitude of virtual bus stops everywhere within the service area.

Your virtual bus stop (pick-up/drop-off point) will be as close to you as possible, but may be within a short walking distance from the location of your booking.

We don’t operate a door-to-door service, but we’ll pick you up from a stop within 300 meters of your input address, be it a physical (real) bus stop or a virtual one.

Hours of operation

Hillsbus MetroConnect operates between 6am to 10am, and 4pm to 9pm, Monday to Friday, including public holidays. It doesn’t operate on weekends.

Accessibility

Yes, all of our buses are equipped to carry one wheelchair.

As our capacity is for seating and standing, plus one wheelchair or pram, we’re unable to guarantee seating.

Of course! Our buses have the capacity for a pram or wheelchair. Whenever your child is in the pram, you must ensure they are securely strapped in.

Carry-on luggage

As space is limited, luggage should be able to sit on your lap or be placed securely under your seat.

Children

Hillsbus MetroConnect is an On Demand public transport bus service. When travelling with children, regular bus rules apply. For more information please visit Transport NSW

Yes, provided your child is over seven years of age and you have booked a seat.

Get in touch with us