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getting the travel you paid for

1 week ago Tue 24th Mar 2020

Coronavirus – getting the travel you paid for

The Coronavirus situation has seen an unprecedented level of disruption to all travel, not just the bus industry. We have a large amount of customers who pre-pay for their travel either on a smartcard or our mobile app and we are committed to helping you get the travel that you paid for and ensure that we see you on board once the situation eases.

After the government announced further measures to limit travel to essential journeys, we realise that more people will be contacting us about their pre-paid travel.

Obviously due to this, we’re really busy at the moment. We're open 8.30am – 5.30pm, Monday to Friday, but please be patient when contacting us. We will reply to your emails and answer your calls as soon as we can. Rest assured, we’re working hard to keep up with high demand for our amazing customer service team.

mTickets

Due to the flexible nature of nature of mTickets, we can offer to exchange your current tickets for the equivalent amount left and deliver the new tickets instantly to your phones ready to use in the future.

Simply contact us with your email address that the account is registered to and the type of ticket you want exchanging. We will then deliver the equivalent amount of travel to your phone which can then be activated at any time for use.

smartcards

If you have any smartcard with more than 7 days left on it, you can email or ring us with your smartcard number (16 digit number printed on your card starting: 633597) and full name and address and we will send you a new card out with as close to the equivalent travel that we can. Some exceptions are listed below.

We will make a note of the day you rang or emailed and apply the travel from that point.

Smartcard exceptions

Boost annual ticket – if bought with a Direct Debit, you can cancel any remaining payments and the ticket will be withdrawn from use. However, Term ticket exchanges are not available.

Bus to work annual ticket - purchased by Direct Debit, you can cancel any remaining payments and the ticket will be withdrawn from use.

Boost term tickets are not eligible for a refund as the remaining term days that would have been left are covered by the discount applied when buying the ticket.

Refunds

You can apply for a refund on any smartcard and mTicket product with more than seven days remaining. You can also ask for an exchange of product as listed above. Refunds are only applicable from the time you contact us and are not able to be applied retrospectively.

To apply for a refund, call us on 0118 959 4000 (call charges may apply) or email us on [email protected]. Please note any refunds are issued by cheque.

Please have either your smartcard number (16 digit number printed on your card starting: 633597) and full name and address for a smartcard refund or your email address for a mobile ticket refund.

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