Customer announcement: Online refunds

Latest information on Coronavirus (COVID-19)

Last update: Today at 15:56

  • Thank you for visiting our website. We are currently receiving thousands of emails and calls with refund enquiries and are unable to offer our usual level of service.
  • Regretfully, we are unable to respond to emails, whilst we work on processing the thousands of refund requests we are currently receiving. We will ensure this page is kept up to date.
  • You are not able to freeze your season ticket, and should instead follow the refund process if you are not going to be using it for some time
  • If you have already sent your ticket for refund, we are unable to confirm if we have received it. However you can track it and see if we have signed for it at www.royalmail.com. If we have signed for it, rest assured we are working tirelessly to process your refund. You do not need to follow the new process.
  • Please be aware we are aiming to process all refunds within 35 days of receipt.
  • See a guide to the new process below. However, the exact process and instructions are within the portal.
  • You will be able to backdate your refund claim to the last date you travelled.
  • If you have used your annual ticket for more than 10 months and 13 days, there will be no refund available, as it is in the free period.
  • If you have had your ticket for less than 1 month, the system will generate a refund value of £0. This is normal. Please still submit the request and photo and we will calculate the refund manually for you and email you the figure.
  • The Government has doubled the time that you have to submit your refund request, to 56 days from the last date you used the ticket to submit the refund.
  • Do not email us your refund request, unless it is a duplicated, changed or 3/6 month ticket.

*****NEW***** Strathclyde Passenger Transport ZoneCard refund process

  1. Take a photo of your ZoneCard and your photo card in the same picture
  2. Now write COVID 19 REFUND across your ZoneCard and then cut it from corner to corner.
  3. Take a photo of the ZoneCard pieces slightly apart.
  4. Scan both the before and after photos to [email protected] detailing the last date of use and your organisation.
  5. Add ACT COVID REFUND in the subject field
  6. Once you have submitted your refund request, we will review it and arrange the refund as per our agreement with your company.

*****NEW***** Mersey RailPass and Mersey Trio refund process

  1. With a blue or black pen, write across the front of the ticket COVID-19 REFUND
  2. With a pair scissors, cut the ticket diagonally from bottom right to top left
  3. Place the two pieces slightly apart on a blank background and take a photo with your phone
  4. Email the photo with your company name and the last date you used the ticket to [email protected] with ACT COVID-19 REFUND in the subject field
  5. Once you have submitted your refund request, we will review it and arrange the refund as per our agreement with your company.

Annual Paper ticket process (If your ticket has been lost or stolen or your journey changed, see process below)

  1. With a blue or black pen, write across the front of the ticket COVID-19 REFUND
  2. With a pair scissors, cut the ticket diagonally from bottom right to top left
  3. Place the two pieces slightly apart on a blank background and take a photo with your phone
  4. Login to your season ticket portal. This is where you ordered the ticket originally
  5. Follow the refund process instructions on the screen and when prompted, upload the photo of your spoilt season ticket.
  6. Once you have submitted your refund request, we will review it and arrange the refund as per our agreement with your company.

Annual Smart card process (If your ticket has been lost or stolen or your journey changed, see process below)

  1. With a blue or black pen, write across the front of the gold record card COVID-19 REFUND
  2. With a pair scissors, cut the gold record card diagonally from bottom right to top left
  3. Place the two pieces slightly apart on a blank background next to your smart card, number side up and take a photo with your phone
  4. Login to your season ticket portal. This is where you ordered the ticket originally
  5. Follow the refund process instructions on the screen and when prompted, upload the photo of your gold record card and smart card.
  6. Once you have submitted your refund request, we will review it and arrange the refund as per our agreement with your company.

Annual Oyster card process (If your ticket has been lost or stolen or your journey changed, see process below)

  1. With a blue or black pen, write across the front of the gold record card COVID-19 REFUND
  2. With a pair scissors, cut the gold record card diagonally from bottom right to top left
  3. Place the two pieces slightly apart on a blank background next to your oyster card, number side up and take a photo with your phone
  4. Login to your season ticket portal. This is where you ordered the ticket originally
  5. Follow the refund process instructions on the screen and when prompted, upload the photo of your spoilt gold record card and oyster card.
  6. Once you have submitted your refund request, we will review it and arrange the refund as per our agreement with your company.

*****UPDATED***** 3 month, 6 month, Lost, Stolen or change or journey refund process

  1. With a blue or black pen, write across the front of the ticket or gold record card COVID-19 REFUND
  2. With a pair scissors, cut the ticket or gold record card diagonally from bottom right to top left
    1. Place the two pieces of the ticket slightly apart on a blank background and take a photo with your phone
    2. Place the two pieces of the gold record card next to your oyster card, number side up, on a blank background and take a photo with your phone
    3. Place the two pieces of the gold record card next to your smart card, number side up, on a blank background and take a photo with your phone
  3. Email [email protected] attaching the photo and we will manually calculate the refund and email you the refund amount.

Thank you for your continued support in these challenging times.

The Abellio Corporate Travel team