Customer announcement: Online refunds

***Latest refund processing times***

Last update: Monday, 08 June 2020 at 10:30

Thank you for visiting our website. We are receiving a higher than normal level of calls and emails, so we apologise if you have had to wait whilst trying
to connect with us.

We are aiming to process all refund requests within 40 days of receipt, with most being processed within 35 days.

In some instances, we have to wait for confirmation of the last date of use from our partners and aim to process these as quickly as possible.

 

FAQS

  • 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
  • See a guide to the refund 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 but no earlier than 56 days from the date you submit your request.
  • 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.
  • Do not email us your refund request, unless it is a duplicated, changed or 3/6 month ticket.

Strathclyde Passenger Transport ZoneCard refund process

  1. Only remaining unused weeks of your ZoneCard can be refunded.
  2. Take a photo of your ZoneCard (travel portion) and your photo card in the same picture.
  3. Now write COVID 19 REFUND across your ZoneCard (travel portion) and then cut it from corner to corner.
  4. Take a photo of the ZoneCard (travel portion) pieces slightly apart.
  5. Send both the before and after photos to [email protected] stating the name of your employer
  6. Add ACT COVID REFUND in the subject field
  7. Once you have submitted your refund request, we will review it and arrange the refund as per our agreement with your company.

Mersey RailPass 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.

Mersey Trio refund process

  1. Email [email protected] with a copy of your ticket or smart card, with the number clearly visible, stating that you purchased the ticket through the Abellio Corporate Scheme and the last date that you used it.
  2. Once you have submitted the request, Mersey Travel will evaluate the refund and arrange for any refund to be made

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