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Robin Hood Network and Covid-19

Robin Hood Network and Covid-19 – Update 1st April 2020

During these difficult times, we are trying to do all we can to assist customers and ensure that we minimise disruption and the financial impact if they need to stop travelling due to the Covid-19 outbreak. Our policies or actions may change at any time based on developments nationally or locally and we will update all our communication channels if things change.

Travel Centre

Due to the recent government advice, our Victoria Travel Centre is now closed, as is the Shopmobility service, until further notice.

Direct Debit

If you are unable to travel for the foreseeable future, we recommend you cancel your Direct Debit and set it up again once you know you will be travelling with us. You can do this by contacting your bank, please notify us by email if you have done so at [email protected] 

If you have had a Direct Debit payment taken and you do not wish to travel or are unable to travel, you can get a refund. In order to request a refund please complete the form below and email it to: [email protected] 

In the present circumstances refunds may take up to 3 weeks to be returned to your bank account. You should also cancel your direct debit with your bank.

Refund Request Form

When things return to normal, if you wish to commence travelling again you can join the Direct Debit scheme again at any time in the usual way.

Season Cards

If you are unable to travel for the foreseeable future due to the current situation, we will be able to add any unused days onto the end of your current season product once things return to normal and you need to travel again.

When you do use your card again, we’ll check when it was last used, if you’ve not used your card for at least 31 consecutive days since March 16th, we’ll add the days you’ve not travelled onto the expiry date. 

You do not need to do anything now, simply keep your card and when you are ready to start travelling again, please complete the form below and email it (at least 3 working days before you are required to travel) to: [email protected]

Reinstate Travel Form

If you would like to cancel your season card, you can now cancel any season card (with more than 14 days travel left) and all admin charges are waived.

Refunds are available on cards with 14 days or more remaining and all cancellations fees are currently waived. If you would like to request a refund on the remaining balance of your Robin Hood Season Pass, please complete the form below and email it to: [email protected]

Refund Form

Once your request have been received, we will aim to process your refund within 10 working days. However, please allow up to three weeks from the date you have sent the request for the funds to be returned to your bank account before getting back in touch.

Robin Hood Ticket Machines

The on street ticket machines continue to work as normal and you can buy a PAYG card and top it up to reduce cash handling if you normally pay for your public transport by cash.

The ticket machines are cleaned regularly but we recommend you clean your hands after using them or use gloves if you can.

 

05/06/2020

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