FAQ - COVID19

What if my Swift card is managed by the West Midlands Combined Authority?

If your Swift card number begins 633597 0107 then your account is managed by West Midlands Combined Authority and you need to contact them. Their refund process can be found here: https://www.networkwestmidlands.com/get-in-touch/refunds/coronavirus-covid-19-ticket-refund-scheme-guidance/

How will I know if my service is running or not if the situation gets worse?

We will update the website with information to keep you informed during this time.

What do I need to do if I have to contact you and it is outside of your working hours?

You can email us at buspass@nationalexpress.com and one of our advisors will get back to you, we are extremely busy and unfortunately this has affected our response times but we will get back to you as quickly as possible. 

I haven’t got the time to call so how do I contact you?

You can email us at buspass@nationalexpress.com and one of our advisors will get back to you, we are extremely busy and unfortunately this has affected our response times but we will get back to you as quickly as possible. 

My child’s school is closed due to Coronavirus and so we won’t be using our Direct Debit passes, how do I get a refund?

Unfortunately we are unable to suspend child accounts but we can put a closure into place for you. You can either contact us or email buspass@nationalexpress.com, please include the ticket user's name and membership number/Swift card number if you email. 

If you need to reopen the account within 6 months of the closure we can do this over the phone, you won’t need to make a new application online. 

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

If you need to reopen your Direct Debit account within 6 months of the closure we can do this over the phone, or you can make a new application online. Find our contact details here.

How do I contact the team?

Find our contact details here. We are open Monday - Friday, 9am - 5pm or email us at buspass@nationalexpress.com.

Will I be charged an administration fee on my refund?

No, we are waiving all administration fee’s during the course of the virus.

Can I suspend my account?

Child - Unfortunately we are unable to suspend child account’s but we can put a closure into place for you instead. Please contact us or email buspass@nationalexpress.com and include the ticket user(s) name, Swift card/Membership number and the closure request.

Adults and Students- We can suspend the account for a minimum of 1 month to a maximum of 6 months, please note that we do need 1 months notice for suspensions and they have to run inline with your Direct Debit date. This can easily be arranged by contacting us.

How do I cancel my Direct Debit?

You can either contact us or email us at buspass@nationalexpress.com to request a closure. If you email please ensure that you include the name of the ticket user(s), membership or Swift card number and your cancellation request. Once the cancellation has been processed you will be sent a confirmation email.

Will a re-application fee apply when I rejoin the Direct Debit scheme?

If you had to close the account due to Coronavirus then we will ensure no re-application fee is charged should you rejoin the scheme.

How will the money be refunded to me?

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.

Can I get a refund for the days I have lost due to COVID-19?

Please submit your refund request via the online form so we can review your account.

How quickly can my travel be resumed when things go back to normal?

If the account is reopened within 6 months of the closure we can do this over the phone, no need to make a new application online. 

I need to stop the auto renew/subscription that is on my account

You can either call or email us and we can stop the subscription, if you email please ensure you include your membership/Swift card number.

 
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