The On Demand public transport trial service is similar to ridesharing passenger services. Commuters will be able to request a vehicle to collect them from their home or within 60-130m of their location and take them anywhere in the Mount Barker, Nairne, Littlehampton, and Barossa Valley service areas.

To use the service, simply download the Keoride App from the App Store or Google Play Store and register or call 1300 642 604.

1. Select your preferred payment option and concession status.

2. Move the location pin or type in the address of your pick-up locations and where you want to be dropped off.

3. Track your bus and head to the designated pick-up location.

What if I am outside of the service area?

The service only operates within the defined service areas. If you need to travel outside the service areas, you can use Keoride to get to and from the nearest transport hub in order to complete your journey.

Can I go anywhere in the service area or only to certain points?

In Mount Barker, Nairne, Littlehampton, and the Barossa Valley, you can use Keoride to travel anywhere within the operating service areas.

What time will be the service be operating?

The On Demand service operating hours are follows:

Mount Barker, Nairne, Littlehampton, on weekdays from 6am to 9pm and weekends from 9am to 7pm.
Barossa only operates on weekdays from 8:30am to 4pm.

Can I make multiple travel bookings?

Yes. You can book multiple trips at once in one day, or you can plan ahead a few days/weeks in advance.

What happens once the trial is finished?

The Mount Barker, Nairne, Littlehampton, trial has been extended until July 2024. As the service is a trial there may be changes to service elements, including wait times, walking distance and the fare structure. We will continue to provide important information obtained during the trial to inform public transport options for the future.

The Barossa service is no longer a trial and will continue as a lighter service model with one vehicle, but will still be available via Keoride using the same booking technology and fare structure.

Can children travel on the service?

All children can travel on the service, under the following guidelines:

Children aged under 5 can travel on the wheelchair accessible vehicle by selecting extra passengers ‘Under five years’ when booking the service. Passengers can also activate a toggle in their account settings to have an accessible vehicle selected permanently in their account profile by selecting the Infant toggle.
Children aged 5 and over can travel on the service when accompanied by a parent or guardian. In order for a child aged 5 to 7 to travel on board the Mercedes Sprinters, the child must be seated in a child booster seat available inside the vehicles.
A child aged 12-15 may travel alone, but we advise they alert the driver when boarding the vehicle and have a contact number for a parent or guardian.

Are concessions available for the service?

Concession fares are available for both services.

Mount Barker, Nairne and Littlehampton, fares will align with the Adelaide Metro Fare structure and can be made through on-board Adelaide Metro Tap and Pay validators Pay with Visa, Mastercard or metroCARD onboard all Keoride On Demand vehicles. Simply tap and pay with your credit card or metroCARD when boarding. The Keoride app will no longer take credit card payments.
Barossa Valley rides cost $6.10 for adults and $3.05 for concession.

What type of vehicles are used?

The service is provided by a small van, which allows for up to 12 seated passengers (including a driver). There will also be an accessible vehicle in each service area.

Who drives the vehicles?

Each driver undertakes rigorous license checks, health, and working with children checks. In addition, drivers participate in an induction process that includes customer service, vehicle safety, and driver training. All drivers must have and maintain a clean driving record and we regularly review our drivers’ performance from both a safety and customer service perspective.

Will I always be able to get a trip when and where I want it?

The On Demand technology is designed to match available fleet with customer requested trips and collect people travelling to similar destinations in the same vehicle.

On occasion, your desired trip may not be available at the time requested. This can be due to high demand. The technology is new and exciting, and we are learning every day how to best optimise our service according to the way people want to travel. The team always does its best to respond to customers’ needs.

Please note with our Barossa Valley service to improve the reliability, we now offer guaranteed pre-booked trips. Simply follow these steps below to book your trip and your Keoride vehicle will arrive within your allocated timeslot:

• Step 1: Book your trip in advance through the Keoride app. You can now tell us whether you would like to arrive by or depart at a specific time.

• Step 2: We will confirm your trip and expected pickup timeslot. The more notice your give us, the better we can meet your request. You can now book up to 2 weeks in advance.

• Step 3: On your day of travel, we will confirm the exact pickup time for your trip.

• Step 4: Track your bus and meet your driver at your requested location.

How far will I need to walk to the vehicle?

The maximum distance you will need to walk will vary depending on the level of demand from other passengers. You may be asked to walk around 60-130 metres.

Please note: In the Barossa we offer a door to door public transport service.

Can I go to a point outside of the service area?

No, the service will only pick you up and take you to locations within the service area.

Who is providing the service?

The Keoride service is proudly operated by Keolis Downer.

Bookings

How do I use the service for the first time?

The fastest and easiest way to book your trip is through the Keoride App. The app is available for free download from the App Store or Google Play Store.

The first time you use the app you will be required to register a profile. Once this initial registration is complete the system will remember your profile.

You can also book online or by phoning 1300 642 604.

How do I book my trip?

You can book your trip via the Keoride App, phone (1300 642 604) or on our website booking here sa.keoride.com.au.

How can I plan my trip so that I can get to the Mount Barker interchange in time?

You can check departure times from key interchanges, like the Dumas St or Dutton Rd Park ‘N’ Rides, by opening the point of interest icon in the app. Be sure to leave enough time to catch your connecting bus.

Where is the app available?

The app is available for free from either the App Store or Google Play Store. Just search Keoride.

How do I use the service if I don’t have a smartphone?

You can book the service by contacting our call centre on 1300 642 604 or by using our online booking page.

When is the customer service line open?

You can call our customer service line during our operating hours:

Mount Barker on weekdays from 7am to 9pm and weekends from 9am to 6pm.
Barossa Valley on weekdays from 7am to 6pm and weekends from 10am to 5pm.

How do I change my booking?

Pre-scheduled trips
You can change your booking via the app or by calling 1300 642 604.

On Demand trip
You can only cancel an On Demand trip via the app. All other bookings can be cancelled over the phone. Simply cancel the trip in the app and then rebook when you are ready to travel.

A cancellation fee will not apply in the following instances:

Someone from the team cancels the ride;
The service is running more than 3 minutes early;
The service is running more than 3 minutes late; or
It is the rider's first time cancelling.

Payment

What does it cost to use the service?

In Mount Barker, Nairne, and Littlehampton, fares will align with the Adelaide Metro Fare structure. To find out more about fares visit: https://bit.ly/35GutMk

Adelaide Metro Tap and Pay is now available with Visa, Mastercard or metroCARD onboard all Keoride On Demand vehicles. Simply tap and pay with your credit card or metroCARD when boarding. The Keoride app will no longer take credit card payments.

In the Barossa Valley, rides will cost $6.10 for adults and $3.05 for concession, including seniors.

The current fare structure may be subject to change.

How do I pay and use the 2 hour free transfer feature?

Mount Barker, Nairne and Littlehampton

In Mount Barker, Nairne and Littlehampton payment for services can be made using your metroCARD or credit card, however passengers wishing to transfer to Adelaide Metro services must pay for their On Demand trip using their metroCARD to take advantage of the 2 hour free transfer feature.

Passengers choosing to use their credit card to pay for their On Demand Journey will be able to transfer to their next On Demand service (within two hours) however will not be able to transfer free onto an Adelaide Metro service.

If using your metroCARD you will need to ensure that you have sufficient stored cash value on your card. You will need to swipe your metroCARD on the validator upon boarding the vehicle.

Barossa Valley

In the Barossa, trips are paid for using your stored credit card/debit card within the app or with pre-purchased ride credit. Pre-purchased ride credit allows you to load an amount of your choosing into your account via the app, and then travel as normal at any time.

Can I get a refund if I cancel my trip?

Your credit/debit card will be charged after you have completed the trip, so the only charge for a cancelled trip would be a cancellation fee (where applicable).

If you require a refund please call us on 1300 642 604.

Can I use my Metrocard on the service?

Yes, in Mount Barker, Nairne, and Littlehampton you can use your metroCARD to pay for your trip. Just select ‘metroCARD’ from the payment’s menu in the app or call 1300 642 604 to talk to our friendly operators. If using metroCARD, you will need to ensure that you have sufficient stored cash value on your card swipe your metroCARD on the validator in the vehicle.

Do I need to tap on my normal Adelaide Metro service after riding an On Demand service?

Yes, you will still need to tap on with your MetroCard or Credit Card when riding an Adelaide Metro bus service.

Can I pay the driver when he or she arrives to pick me up?

No, payments direct to the driver are not accepted.

Accessibility

Can I travel on the service with a pram?

Yes, you can on the wheelchair accessible vehicle by selecting the child tick box when booking the service

Can I travel with luggage or other items?

Yes, the vehicles allow extra space for luggage and other items that passengers may wish to travel with.

Do you have accessible vehicles in your fleet?

Yes, there is a wheelchair accessible vehicle available in all services areas, Mount Barker, Nairne, Littlehampton, and the Barossa Valley. To ensure a suitable vehicle collects you, be sure to activate the ‘Wheelchair Accessibility’ toggle under your rider profile in the app or request when making a phone booking.

Can I travel with an assistance animal?

Yes, all accredited assistance animals accompanying a person with a disability are welcome to travel on all public transport. For further information on travelling with assistance animals refer to https://adelaidemetro.com.au/FAQs/What-can-I-bring-on-board.

Media

I have a media, advertising or promotional enquiry, who should I talk to?

Please direct any media enquiries to communications@keolisdowner.com.au