Coronavirus (COVID-19) ticket refund scheme guidance

Apply for a ticket refund where you have not travelled due to government advice to stay at home during the coronavirus (COVID-19) outbreak

We have created a new service to help you apply for a ticket refund. 

Apply for a ticket refund

 


Guidance

Tickets covered by the coronavirus refund scheme

nNetwork, nBus and nTrain paper ticket and rail add on tickets, including Swift card and paper tickets, purchased through these channels:

  • Monthly travel purchased through Transport for West Midlands’ (TfWM) Direct Debit Scheme - this will show as WMCA on your bank statement
  • Annual Travel passes purchased through TfWM’s Corporate Travel Scheme
  • Workwise scheme
  • Swift Vending Machine / Kiosk
  • West Midlands Network (WMN) Travel Shop in Wolverhampton Bus Station and Birmingham New Street Station
  • West Midlands Network or Swift Website
  • Rail Stations - please note that we can only process refunds for nnetwork tickets. The refund of ntrain tickets will need to be processed at the station of purchase
Date you can claim a refund from

We are unable to refund days not travelled before 16 March 2020.

We have drawn up these special arrangements for customers and will apply these to customers who do not travel using their ticket from 16 March 2020, in line with the Government’s work from home directive.

How we will work out your refund

We will divide the cost of your ticket by the number of days your ticket is valid* for, to give us the daily cost of your ticket.

We will then calculate how many days travel is remaining on your ticket, from the day after you last used your ticket up to its expiry date.

The number of days remaining is then multiplied by the daily cost to calculate your refund.

 

*this is a discretionary refund scheme, due to covid-19, so is based on average of 31 days

How long it will take to process your refund

We know this is a very unsettling time and that our customers would wish to receive refunds as quickly as possible.

Please be assured that we will process your requests as quickly as we possibly can. However, as our offices are currently closed, refunds by cheque, for example, will not be possible at the moment.

We will process these refunds as a priority when we return to the office.

If you have already returned your ticket to our office

Our office is closed, so we will not be able to process your refund until the Government advises it is okay to go back to the office.

What happens when you need to start travelling again

We will be contacting all Direct Debit customers and Corporate Travel Companies with further advice on returning to work shortly. We will also publish any new information on our website so please keep checking this page for further guidance.

Advice for specific tickets

Skip to: Adult, student or child Direct Debit | Rail StationsCorporate Travel Scheme | Workwise | Scratchcard or class pass | Tickets purchased on our website | Google Pay or Swift on Mobile | Swift Kiosk / Payzone / WMN Travel Shop


Adult, student and child Direct Debits

I have already paid for a month and would like to request a refund for the days my Swift card was not used:

We can refund any Remaining Days Travel* on your monthly ticket which we will calculate on a pro-rata basis from the date that you stopped travelling. The refund will go back into the bank account you use to pay for your Direct Debit travel pass.

To apply for a refund your account must be up to date with all payments and with no arrears.

Please use our online service to apply for your refund.

I have a Direct Debit Swift Card and I have not used it, but I have paid for a month’s usage – can I get a refund?

You will be able to get a refund for this; the refund will go back into the bank account you use to pay for your Direct Debit travel pass.

To apply for a refund your account must be up to date with all payments and with no arrears.

Please use our online service to apply for your refund.

I have a paper ticket delivered each month through the Direct Debit Scheme and have days remaining on this – am I able to get a refund?

Yes, refunds are available for this. You will need to hold on to your paper ticket as you will be asked to tear this in half and upload a photograph in order to submit your application for a refund. Once processed your refund will go back into the bank account you use to pay for your Direct Debit travel pass.

To apply for a refund please note your account must be up to date with all payments and with no arrears.

Please use our online service to apply for your refund.

I haven’t used my Direct Debit paper ticket but have paid for a month’s usage - can I get a refund on this?

You will be able to get a refund for this. The refund will go back into the bank account you use to pay for your Direct Debit travel pass.

Please use our online service to apply for your refund. You will need your paper ticket to complete the application.

To apply for a refund please note your account must be up to date with all payments and with no arrears.

I pay for a child ticket by Direct Debit and expected to receive 2 free months after I have paid for 10. Will I still receive my free months if I suspend my travel pass?

Yes, but you will still need to pay for a total of 10 months’ travel before you will receive your 2 free months.

If you pause your travel pass and Direct Debit during any period you are not able to travel, these months will not count towards your 10.

For example, you have paid for 3 months, then pause for 2 months, you would still need to pay the remaining 7 months to receive your 2 free months.

I purchased my ticket from a rail station. Can I request a refund through the COVID-19 refund scheme on the West Midlands Network website?

If you purchased a Nnetwork ticket from a rail station we can process this refund for you by completing the online form.

However, if you've purchased a ntrain ticket this can only be refunded from the rail station you purchased it from. 


Corporate travel scheme

I want to keep my Corporate travel paper ticket/Swift card as I will continue to use public transport when I return to work, can I get a refund for the period that I do not use it?

Yes, refunds will be available for this. Please complete the online form to register the last date you used your travel pass, they please let us know as soon as possible when you intend to start using your pass again. Once you let us know you are planning to use your pass again, we will calculate a pro-rata refund for the days you have been unable to travel. Your refund will be paid to you by cheque.

Please use our online service to apply for your refund.

I no longer want my Corporate travel paper ticket/Swift card purchased through the Corporate Travel Scheme, can I get a refund?

We can refund any Remaining Days Travel* on your Corporate Swift card of paper ticket which we will calculate on a pro-rata basis from the date that you stopped travelling.

Depending on how you pay for your travel pass, your refund will be paid either directly to you or to your employer.

Please note that if you chose this option you will be unable to use your Corporate Travel Pass when you start using public transport again, so please consider this option carefully.


Workwise scheme

I have purchased a Swift pass through the WorkWise travel scheme which I can no longer use. I would like to request a refund for the days my Swift card was not used. Will I be able to get a refund?

Yes, refunds are available for this. We can refund any Remaining Days Travel* which we will calculate on a pro-rata basis from the date that you stopped travelling. We will refund any amount due to the debit/credit card that you used to purchase your ticket.

Please use our online service to apply for your refund.

I have purchased a Swift pass under the WorkWise travel scheme which I have not used. Will I be able to get a refund?

Yes, refunds are available for this. We will refund any amount due to the debit/credit card that you used to purchase your ticket.

Please use our online service to apply for your refund.


Scratchcards and class passes

Please use the refund application service to let us know you would like a replacement.

We will contact you to arrange your replacement when the Government advises that it is okay to return to the office.


Google Pay / Swift on Mobile

I have purchased a Metro ticket via Google Pay on the Swift on Mobile app. Will I get a refund?

Yes, a refund will be available for this. We will refund any Remaining Days Travel* which we will calculate on a pro-rata basis from the date that you stopped travelling. We will refund any amount due to the debit/credit card used for payment.

Please use our online service to apply for your refund.


Online Swift purchase

I have purchased or topped-up my Swift Card at NXBUS.COM – will I get a refund?

Yes, you should be able to get a refund.  You will need to contact National Express Bus to arrange this.

I have purchased or topped up my Swift Card at myswiftcard.com or networkwestmidlands.com – will I get a refund?

Yes, you should be able to get a refund.

For season tickets we will refund any Remaining Days Travel* which we will calculate on a pro-rata basis from the date that you stopped travelling. We will refund any amount due to the debit/credit card used for payment.

For Swift PAYG your credit will not run out or expire so you can carry on using it when you are able to travel again.  If you do want a refund, we can refund your remaining credit, if this is above £5.

For nbus Multi-Day, your day tickets remain valid for 1 year after purchase so you can carry on using them when you are able to travel again if they remain in date.

Please use our online service to apply for your refund.


Swift Kiosk / Payzone / WMN Travel Shop

I have purchased a National Express paper ticket at an NWM travel shop – can I get a refund?

Yes, you should be able to get a refund.  You will need to contact National Express Bus to arrange this.

I have purchased a paper ticket (other than a National Express bus ticket) at an NWM travel shop – can I get a refund?

Yes, refunds are available for this. We can refund any Remaining Days Travel* which we will calculate on a pro-rata basis from the date that you stopped travelling. We will refund any amount due to you by cheque.

Please use our online service to apply for your refund which will be available very soon. Please keep checking this page for further details of when this will be available. You will need to hold on to your paper ticket as you will be asked to tear this in half and upload a photograph in order to submit your application for a refund.

I have purchased or topped up my Swift card via a Swift Kiosk/Payzone/Travel Shop - can I get a refund?

Yes, you should be able to get a refund. Firstly, please check the back of your Swift Card to see who has issued it. Please also see question 22 for further help on how to identify your Swift card issuer.

If your card was issued by National Express Bus please visit NXBus.com to find out more details about applying for a refund.

If your card was issued by anyone else please see below.

For season tickets we will refund any Remaining Days Travel* which we will calculate on a pro-rata basis from the date that you stopped travelling. We will refund any amount due to the debit/credit card used for payment.

For Swift PAYG, your credit will not run out or expire so you can carry on using it when you are able to travel again. If you do want a refund, we can refund your remaining credit, if this is above £5.

For nbus Multi-Day, your day tickets remain valid for 1 year after purchase so you can carry on using them when you are able to travel again if they remain in date.

Please use our online service to apply for your refund which will be available very soon. Please keep checking this page for further details of when this will be available.

My Swift card is not registered – can I get a refund?

Unfortunately, we are unable to process refunds for unregistered cards. Please register your card at MySwiftCard.com

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