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Thousands of West Midlands travel pass holders to get refunds following coronavirus lockdown

Published: Monday 04 May 2020

Thousands of commuters will be given refunds on their bus, train and tram season tickets through a new refund scheme which has been set up since the coronavirus lockdown began.

The refund scheme was developed by Transport for West Midlands (TfWM) and since details were issued at the start of April, so far 5,957 people have come forward to claim their money back.

Refunds will be given to those who have not travelled to work, school or college, either because they are self-isolating, working from home or on furlough. The refund will be back-dated to the last day the travel pass was used after March 16.

The figure for claims covers only the season tickets, such as the nBus, nTrain or nNetwork passes, sold and administered by TfWM on behalf of bus, rail and tram operators. Most are issued using TfWM's Swift Card scheme and are paid by direct debit.

Mayor of the West Midlands Andy Street said: Since lockdown began we have discouraged people from using public transport unless journeys are absolutely essential, and I am delighted that so many people have listened to the advice and helped us in the fight against coronavirus.

However, many people who are now not travelling could be left out of pocket because they have already purchased season tickets. It is therefore only right that TfWM arranges refunds

TfWM, which is part of the West Midlands Combined Authority (WMCA), has issued clear guidance on how the refund scheme works at: https://www.networkwestmidlands.com/get-in-touch/refunds/coronavirus-covid-19-ticket-refund-scheme-guidance/

Staff are currently processing the claims and have started the process of  returning money to customers which will carry on into May.

Cllr Ian Ward, WMCA portfolio holder for transport and leader of Birmingham City Council, said: We have set out clear guidance for people who have purchased their travel pass from TfWM to claim a refund if they are working from home, self-isolating or been put on furlough for the lockdown.

These refunds can provide extra financial help in particular for some of those who have seen their income reduced through no fault of their own and I would urge everyone eligible to come forward and claim their money back

Where a season pass has been issued by a private bus or train operator then those companies should be approached for details of their own refund scheme. The region's largest bus operator National Express West Midlands has refunded thousands of customers.

Daljit Kalirai, National Express' sales director, said: I'd like to thank all National Express customers for their patience. We are all working together as hard as we can in these difficult times to clear the backlog, and we have now refunded 12,000 customers.

We are looking forward to welcoming people safely back on to our buses when things start returning to normal. And we are making it as simple as possible for our customers to start travelling again and get the best payment option for them. There'll be updates on our website in the next few weeks

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Thousands of West Midlands travel pass holders to get refunds following coronavirus lockdown

Thousands of commuters will be given refunds on their bus, train and tram season tickets through a new refund scheme which has been set up since the coronavirus lockdown began. The refund scheme was developed by Transport for West Midlands (TfWM) and since details were issued at the start of April, so far 5,957 people have come forward to claim their money back. Refunds will be given to those who have not travelled to work, school or college, either because they are self-isolating, working from home or on furlough. The refund will be back-dated to the last day the travel pass was used after March 16. The figure for claims covers only the season tickets, such as the nBus, nTrain or nNetwork passes, sold and administered by TfWM on behalf of bus, rail and tram operators. Most are issued using TfWM’s Swift Card scheme and are paid by direct debit. Mayor of the West Midlands Andy Street said: “Since lockdown began we have discouraged people from using public transport unless journeys are absolutely essential, and I am delighted that so many people have listened to the advice and helped us in the fight against coronavirus. “However, many people who are now not travelling could be left out of pocket because they have already purchased season tickets. It is therefore only right that TfWM arranges refunds.” TfWM, which is part of the West Midlands Combined Authority (WMCA), has issued clear guidance on how the refund scheme works at: https://www.networkwestmidlands.com/get-in-touch/refunds/coronavirus-covid-19-ticket-refund-scheme-guidance/ Staff are currently processing the claims and have started the process of  returning money to customers which will carry on into May. Cllr Ian Ward, WMCA portfolio holder for transport and leader of Birmingham City Council, said: “We have set out clear guidance for people who have purchased their travel pass from TfWM to claim a refund if they are working from home, self-isolating or been put on furlough for the lockdown. “These refunds can provide extra financial help in particular for some of those who have seen their income reduced through no fault of their own and I would urge everyone eligible to come forward and claim their money back.” Where a season pass has been issued by a private bus or train operator then those companies should be approached for details of their own refund scheme. The region’s largest bus operator National Express West Midlands has refunded thousands of customers. Daljit Kalirai, National Express’ sales director, said: “I’d like to thank all National Express customers for their patience. We are all working together as hard as we can in these difficult times to clear the backlog, and we have now refunded 12,000 customers. “We are looking forward to welcoming people safely back on to our buses when things start returning to normal. And we are making it as simple as possible for our customers to start travelling again and get the best payment option for them. There’ll be updates on our website in the next few weeks.” Full article here

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Information on refunds if you are unable to travel

If you pay for a travel pass by direct debit, or have paid in advance for a travelcard that you are unable to use because of the current coronavirus Covid-19 outbreak, you may be able to claim a refund.

NX Bus (National Express)

If you have a season ticket and have not been able to travel due to COVID-19 you may be eligible for a refund.

We understand this is a really difficult and uncertain time so if you have a season ticket with us you can submit a  refund request.

We currently offer a range of different tickets so please complete the form so we can deal with your request as quickly and efficiently as possible.

We want to help where we can so we have waived our standard £5 administration fee on any refunds during the course of the virus.

Request your refund here

We’ve put together some helpful answers to some of the most frequently asked questions,  click here. .

If you are unable to fill in the form above you can contact our team by emailing us at  [email protected]. If you email please ensure you include the name of the ticket user(s) along with the membership/Swift card number. If you are enquiring about an mTicket we will need the email address you purchased the ticket under.

If you need to call us (0121 254 7272) our phone line is open from 9am to 5pm, Monday – Friday. We are experiencing a very high volume of calls so please bear with us.

Please note that we cannot process a refund for anything under £5 in value.

If you pay for your NX pass via direct debit, you can request your pass be suspended for one to six months, either reply to your receipt email sent to you monthly, or call 0121 254 7272 and quote your membership number.

nBus / TfWM (Transport For West Midlands)

The following guidance explains the arrangements for refunds that apply to people following the Governments ‘stay at home’ instructions in response to COVID-19.

We understand that this is a very difficult time and so we are relaxing the rules across many ticketing schemes in order to provide refunds for customers who have been unable to travel. We are also waiving administration fees that are normally applied to refunds.

Please bear in mind that these rules are specific to the COVID-19 period and are being regularly updated. These arrangements are subject to change so please check back regularly for the latest information.

To make it simple and easy to apply for and process a refund, we are building an online application process which we expect will be available by no later than Friday 3 April. Once the application form is available, we will publish it on this page so please keep checking this page for further details.

*We will be able to refund Remaining Days Travel* from Monday 16 March in line with  the Government’s’ work from home directive.

If you pay for your monthly ticket by Direct Debit through TfWM’s Direct Debit scheme (payments will appear as “WMCA” on your bank statement), you can cancel your direct debit with your bank who will let us know so we can update your account.  You can do this via your mobile banking app, online banking or telephone banking, please do not call or email us to do this as this will take much longer.

If you do not purchase your ticket via TfWM’s Direct Debit scheme, please contact your scheme provider directly.

See more details at the Network West Midlands website .

For details of refunds available if you purchase your pass/ticket through any other operator, please contact that operator directly. We at WMBU are not able to assist anyone with payment or refund queries unfortunately!

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What is the difference between tap & cap and paying by contactless.

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3 day and maximum capping is calculated for journeys made between a set time period of Monday to Sunday.

I have been charged £6 for one day of travel...

Sometimes transactions are not communicated immediately if a bus cannot connect to the network. We will store the information until it is connected securely, this can lead to a higher charge than expected when the delayed payment is added. Please check your previous travel as you should find you've been charged correctly. I used my credit/debit card    I used my mobile device

Can I pay for someone else using Tap & Cap?

Tap & Cap is not suitable to buy tickets for other people because you have to use the same contactless card/device every time you travel for the payments to be capped. If you need to buy tickets for other people, you are able to pay using contactless by asking the driver for the tickets you need. For more information please see our paying by contactless information below.

Can I pay for child travel using Tap & Cap?

Tap & Cap cannot be used to buy child tickets. If you need to pay for child tickets on the bus, you can pay using contactless. For more information please see our paying by contactless information below.

Can I pay for Short Hop journeys using Tap & Cap?

Tap & Cap cannot be used to pay for Short Hop journeys. If you need to buy a Short Hop ticket, you can pay using contactless. For more information please see our paying by contactless information below.

How will a bus inspector know that I have paid?

Bus Inspectors will be given a list of Tap & Cap customers from the driver. If you have used a credit/debit card: You will need to provide the inspector with the last 4 digits of the card number. If you have used Apple Pay: You will need to go into the 'Wallet & Apple Pay' from your settings, select the card and then click on 'Info' to display the Device Account Number. This will be different to the last 4 digits of your card number. If you have used Android Pay: You will need to go into the Android Pay app, select the card and display the Virtual Account Number. This will be different to the last 4 digits of your card number.

If the bus cannot continue and we have to board another, do I tap again?

If you have to change your bus during a journey due to it breaking down or driver availability at a changeover point, you do not need to tap your card again on the replacement bus. Drivers and Inspectors will be made aware of this.

Paying by contactless

What is paying by contactless.

Paying by contatcless is when you use a contactless card/device to buy tickets from our driver on the bus. Any ticket that you can buy with cash you will be able to pay for with contactless.

How does paying by contactless work?

Contactless payments are simple to use. Just follow the steps below: 1. When getting on the bus, ask your driver for your chosen ticket(s) 2. Your choice(s) will be displayed on the reader 3. Hold you contactless card / device to the reader until the light goes green, take your ticket(s) and have a seat. Remember, don't put your contactless card/device on the reader until the screen tells you to do so, just like in the shops.

Can I buy tickets for someone else when paying by contactless?

You can buy tickets for multiple people when you pay by contactless. Just ask the driver for your tickets and then place your contactless card/device on the reader when they ask you to.

Can I buy tickets for child travel when paying by contactless?

Yes, child tickets are now available when you pay by contactless. Just ask the driver for the ticket you need and then place you contactless card/device on the reader when they ask you to.

Can I buy a Short Hop journey when paying by contactless?

Yes, Short Hop tickets are now available when you pay by contactless. Just ask the driver for the ticket you need and then place you contactless card/device on the reader when they ask you to.

I have been charged for a Tap & Cap payment on top of my contactless payments

If you tap your contactless card/device before the driver has confirmed your tickets, a Tap & Cap payment will be taken. Make sure you don't hold your contactless card/device to the reader until the screen tells you to do so, just like in the shops. To request a refund for a Tap & Cap payment, please fill out the Customer Enquiries form below.

You will receive a printed ticket when you pay using contactless, just like paying with cash. You will need to keep this safe and show the inspectors when they board the bus.

If you have any other questions

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Unlimited adult travel for 7 days from your chosen date on all National Express buses, any other operator part of the nBus scheme within the West Midlands nBus zone, the West Midlands Metro tram and train travel within zones 1 - 4 .

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Unlimited adult travel for 7 days from your chosen date on all National Express buses, any other operator part of the nBus scheme within the West Midlands nBus zone, the West Midlands Metro tram and train travel within  zones 2 - 5 .

Unlimited adult travel for 28 days from your chosen date on all National Express buses, any other operator part of the nBus scheme within the West Midlands nBus zone, the West Midlands Metro tram and train travel within  zones 2 - 5 .

Unlimited adult travel paid for by Direct Debit each month from your chosen date on all on all National Express buses, any other operator part of the nBus scheme within the West Midlands nBus zone, the West Midlands Metro tram and train travel within  zones 2 - 5 .

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Our passenger descriptions are designed to help you choose the right ticket for yourself or your fellow travellers.

Adult fares are applicable to all passengers aged 2+. Adults under the age of 16 are not permitted to travel alone on any European service unless accompanied by an adult aged 18 or over or they have a letter of authority from a parent or guardian.

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National Express offering bus strike ticket refund - how to claim

National Express has opened up its refund request form for those affected by the strikes

• 12:27, 26 MAR 2023

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Bus passengers who had tickets to travel during the strike action can now request a refund. National Express West Midlands have said travellers may be entitled to a full or partial refund of their ticket due to strike action if they have a ticket that lasts one week or longer.

Following a 48-hour ballot more than 3,000 drivers accepted a whopping 16.2 percent pay rise yesterday, Saturday March 25, officially ending strike action. Industrial action began on Monday (March 20) and saw most services ground to a halt, causing widespread chaos across the Midlands.

During the strike, NX tickets were not being accepted by other bus firms or West Midlands Metro. However customers with tickets valid during strike days will be entitled to a refund for the days they were unable to travel, National Express have said.

READ MORE: National Express buses live as drivers return to roads after strike

NX said: "Customers who have purchased a single, return or Day Saver ticket via the app for travel from Monday, March 20, who have been unable to travel and not activated it we will automatically refunded and do not need to take further action."

If this doesn't apply to you, you'll find all the information you need to claim a refund from National Express below.

How do I claim my refund and how are they calculated?

Passengers are urged to fill in this refund form if they have a ticket that is valid during the strike period. National Express said a pro-rata refund will be issued for days affected by the strike action. The refund will be calculated on ticket type, usage and duration of the strike action.

How will I get refunded?

A refund for the days you were unable to travel during the strike period will be sent back to the original method of purchase. Passengers have been reassured no fee will be charged to process refunds for the days they were unable to travel due to the strike action.

Who do I contact for a refund for a ticket on Swift card?

If the long card number on the front of your Swift card says ‘633597 0112…’ you can contact National Express Bus for a refund. If the number says ‘633597 0107…’ you should contact TfWM on 0345 303 6760.

Will National Express pay the costs for other transport (such as taxis) used during strikes?

No. It will only refund bus tickets that were valid during the strike.

What have Unite and NX said on the strike resolution?

The agreed 16.2 percent pay increase is among the best pay rises of any sector, National Express said. A spokesperson for National Express West Midlands said this afternoon, March 25: “We are pleased that the drivers have voted in favour of accepting the offer.

“We apologise to our customers and the communities we serve for the significant disruption and inconvenience this has caused over the last few weeks. We are pleased to be able to put this behind us and focus on delivering a bus service that customers can rely on.”

Unite union hailed the end of the strike as a victory. Unite general secretary Sharon Graham said: “This is an important win for Unite members. By standing together our members at National Express secured an above inflation pay offer.

“Unite will leave no stone unturned to defend workers' pay. This is yet another example of how Unite’s relentless focus on improving jobs, pay and conditions results in real 'money in the pockets' of our members.”

Follow our live updates on the roads as buses return to normal, here.

Brummies say 'fair play' to victorious bus drivers but issue demand of their own from Monday

When will Birmingham buses be back to normal as strike ends?

Every National Express West Midlands bus running on Sunday after strike called off

National Express driver jobs up for grabs amid 16.2% pay rise

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Can Moscow metro day pass be used on bus and tram? - Moscow Forum

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Can Moscow metro day pass be used on bus and tram?

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Does the day pass cover metro, bus and tram?

For a 3-day pass, is it valid for consecutive three days instead of three single days?

Besides, is the one-day pass valid for 24 hours after I start using, or does it expire at the end of the day at 12:00 am?

Three day pass is valid for 72 consecutive hours; can be used on all city transport. One-day is for 24 hours. Enjoy!

Thanks. Can it be bought from a ticket vending machine at any metro stations?

Is English available on those machines?

Cashiers speaking English arr available, you can also point-each ticket widow has a bilingual price list. One day is "odin den'" in Russian, 3 days would be "tri dnia"... Enjoy!

Am I understanding correctly that these 24 and 72 hour passes can be used by two people per pass?

> Am I understanding correctly that these 24 and 72 hour passes can be used by two people per pass?

Why not twenty people? Obviously not.

Can metro 3 day pass be used cor airport bus no 308?

Contrary, buses to SVO and VKO are city buses, and pass can be used.

This topic has been closed to new posts due to inactivity.

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Public transport travel passes - Moscow Forum

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Public transport travel passes

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1 day - R210, 3 days R400.

Details: http://troika.mos.ru/en/tariffs/table/

Note that the day passes are not available in ticket machines; you have to buy them at ticket desk (at any metro station).

As ticket machines are located at same metro stations, there is not too much inconvenience... Will have to check new street bus-stop ticket machines though...

No in St.Petersburg

For 2-3 days you either can keep small change in your pockets or buy e-wallet Podorozhnik (the card itself costs 50-60 rub. theoretically refundable) and load it with as much money as you'd like (at ticket desk inside a metro station). You can use it on metro/bus/trolley/tram/mini-bus("marshrutka")

It could be funded via internet, but then you have to drop in any metro station to activate payment on terminal.

You may not share one Troika with your party: once you have passed with Troika, the next pass will be available after 5 minutes.

Ditto on use of Troika...does not have such time limits...

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Renew your older person's pass

You can renew your older person's pass if your current card is due to expire and you've received a letter or email from us.

If you have any pay as you go credit or have auto top up turned on, they will be transferred to your new card.

Before you start you will need:

• The last 8 digits of your current card
• Your email address, if you have one. It will only be used to contact you about your pass
• Your National Insurance number. This is not compulsory but will help us to locate your record

If your pass has already expired and you cannot renew online call us to renew it over the phone.

Customer Services - Ticketing Transport for West Midlands Telephone: 0345 303 6760 Mondays, Tuesdays, Thursdays and Fridays, 8am to 6pm Wednesdays, 10am to 6pm Saturdays, 9am to 1pm Closed Sundays and Bank Holidays