Welcome to Exodus Mobility Support.
Exodus Mobility is committed to giving you a service that is safe, reliable, high quality, accessible and personal. We continually monitor our progress and because your travel needs are constantly changing, we strive to find new ways of improving our service.
Customer service and safety are very important to Exodus Mobility and we welcome comments from all our customers.
If you have left something on one of our buses, the best way to get it back is to complete the contact form below. Please give as much detail as you can about the bus trip and the item to help us track it down for you.
We are an automated public transport service linking commuters to a safe, comfortable, predictable means of travel. Our customers have access to quality-controlled public transport options on their mobile phones enabling them to track and plan their trips against a fixed schedule.
We have designed our bus network to provide high quality services wherever there is demand for them and are constantly monitoring and reviewing our network to reflect the changes in travel patterns and demands for our customers.
However, your route or timetable may change because of a change in demand, but this is not done unnecessarily. We always endeavor to publish our changes in advance in the event a bus route is changing. Further, if our bus service is not available in a particular location, it is either because there is not sufficient demand to sustain a bus service, or it is simply not possible to run a bus there.
To know the routes exodus mobility serves kindly see our bus locator/journey planner.
We want it to be easy for you to plan your bus journey, and if you would like some guidance on how to catch a bus follow the prompts on the Exodus Mobility app. For further help with our Exodus Mobility App, you can contact us using the options below.
Please call us on +254 745 842396 or DM us via our social media pages. Our lines are open from 8am to 5pm Monday-Friday.
If you want to make a formal complaint and get a personal response, we aim to make that as easy as possible for you too. We will listen to you and do everything we can to put things right. Please call us on +254 745 842396 or DM us via our social media pages. Our lines are open from 8am to 5pm Mon-Fri.
We will always try to make sure that you only need to contact us once to resolve your issue but if we need to investigate, we will work hard to get a response to you within 5 working days. If it’s a more complex investigation, this could take us up to 14 days. In the event we need to investigate, we will always give you an incident reference number to quote if you contact us again so that the agent you speak to can quickly find the information they need to update you. You can feel confident that our agents will always be polite and do as much as they can to help you.
If you have experienced an incident with one of our buses, then please make a note of the bus number which is a 4 digit number and can be found on the front of our buses near the driver inside the bus. This will help us to access any CCTV on the bus more quickly which may help with any investigation.
On our Exodus Mobility App, you can find and track your bus is in real-time.
We will also provide service disruption updates via our social media channels and on the Exodus Mobility App. You can follow the Exodus Mobility Social media channels to stay informed.
We work hard to ensure that our services run as smoothly and efficiently as possible. However, some things are out of our control, and we can’t prepare for unexpected problems such as weather conditions or road accidents and/or road closures. If there are any major issues or planned disruptions, we will let you know about them on our social media channels.
We will do our best to make sure that you get your lost property back as quickly as possible.
Any property left on our buses will be collected by our crew and taken back to our management office to be registered. Our customer service teams will do their best to get every item registered on the system within 24hours, but it can take up to 2 working days for this to happen.
In most cases, we will keep any lost property for a month to give you time to claim it. However, this may not apply if the item is perishable (e.g. food).
If you left something on one of our buses, the best way to get it back is to fill the lost property contact form or send a DM titled “Lost Property” to any of our social media channels at the bottom of this page. Please give as much detail as you can about the bus trip and the item to help us track it down for you.
If we find a potential match on the system, we will email /DM you to let you know where and when you can collect your item. This will usually be within 2 – 3 days depending on how quickly found items are registered on the system.
You may fill the lost property form.
You will need to bring your ID with you when you collect your item.
Please hand anything accidentally left on a bus to our crew.
The information we collect
We take protection of your privacy seriously. The information below provides an overview of how we protect your data whenever you are on our site or app.
We collect information when you choose to submit it to us. We have provisions for you to write to us via e-mail or telephone us on our website or app. You may be asked to provide your name, e-mail address or other information.
Please note that third party providers featured on or linked to by our Site may also collect information. We have no control over this.
How we use the information
We gather this information to enable us to provide you with a product or service, or improve our Site and the products and services we offer. The relevant information is also used by us, to communicate with you on any matter relating to the provision of products or services or in general, for example by direct mail.
We may also wish to provide you with information about special features on our website or any other service or product we think may be of interest to you. If you would rather not receive this information, please send an e-mail to [email protected].
Cookies
Cookies are simple text files that improve your internet browsing experience. They allow you to save preferences, shopping baskets and login details, help you to navigate between pages more efficiently and allow websites to recognise you as a returning user.
The cookies on our website provide us with information on how anonymous visitors find and use our website. They also allow login areas and shopping carts to function properly.
Your consent
By submitting your information, you consent to the use of that information as set out in this policy. If we change our Privacy Policy we will post the changes on this page. Continued use of this service will signify that you agree to any such changes.
Use of this site
The information and materials available on this site are provided as a guide to our services and those of our members. We make no warranties, representations or give any undertakings (whether expressed or implied) of any kind as to the services offered by members featured on this site.
We do not accept any liability that may arise from using this website, downloading information from it or for following links contained within it.
You agree not to bring any claim against us arising from your purchase or use of the third party supplied products and services.
Applicable Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of Kenya and any disputes will be decided by the Kenyan courts.