NX West Midlands Hero

Covid-19 help & FAQs

The answers to the most common questions from our customers

FAQs - Covid-19

We’ve put in place extra measures to help customers to travel safely with us but here are some other frequently asked questions regarding ticket amends and refunds during the pandemic.

Covid-19 FAQs

My child’s school/college is closed due to COVID-19. How do I get a refund?

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

I have to self isolate. How do I get a refund for the travel I am not using?

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

How do I reinstate my ticket when I start travelling again?

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

Will I be charged an administration fee on my refund?

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

How will the money be refunded to me?

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.

How do I cancel my subscription?

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

Can I cancel my subscription at the bank?

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

What if my Swift card is managed by the WMCA?

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

How do I contact the team?

Visit our contact us page.

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