Covid-19 help & FAQs

Please let us know if you are not travelling as soon as possible by completing the following form here.

Please let us know if you are not travelling as soon as possible by completing the following form here.

If you need to reopen your account and resume your monthly subscription please use our dedicated portal. 

No, we are waiving all administration fees during the course of the virus.

If the order was made online or on our app we will refund the money via the same payment method you used to make the purchase. For example If you paid via Direct Debit the money will go back into that same account.

If the ticket you have was purchased over the counter at a travelshop or an agent then any eligible refunds will be sent in the form of a cheque to your home address.

Please contact us and we can put a closure into place on your account. For monthly subscriptions we do require 1 months notice for cancellations.

Please ensure you include the following information:

• Name of account holder
• Name of ticket user if this differs to the account holder
• Swift card number or Membership number
• Address that the account is register to
• Contact number
• Reason for cancelling

This is not something we advise, please contact us directly to put a closure into place.

If your Swift card begins with 633597 0107 then your account is managed by West Midlands Combined Authority. Their refund process can be found here. 

Visit our contact us page.