Robin Hood Network and Covid-19

Robin Hood Network and Covid-19 – Update 25th August 2020

As the city continues its Covid-19 recovery, there are significant changes coming to our services in the coming weeks.

Travel Centre

The Victoria Travel Centre will re-open on Wednesday 26th August. The initial opening hours will be:

Monday – Friday 9.00am – 5.00pm last transaction 4.45pm

Closed for 30 minutes every day between 12.30 – 1.00pm

We’ve put stringent measures in place for the safety of our staff and customers, and signage will advise customers how to stay safe. The waiting areas at the travel centre will be deep cleaned and sanitiser provided. Frequently touched surfaces will also be disinfected regularly.

Signs will encourage customers to use cards for payment rather than cash, to social distance and to wear face coverings. A queuing system will be put in place with markings to show where customers should stand.  

All services will operate as pre Covid -19 however, we are operating using social distancing guidelines, so service may be slower than usual. We would encourage customers to check out the website before coming into the Travel Centre, you can now do many of the things you need to online, such as apply for a ENCTS card or an Adult Robin Hood Card. You will still need to come into the travel centre to get an initial U19 card or any academic year product and any Student product.

Student Pay As You Go

From the 26th August Students will be able to take advantage of the Robin Hood Pay As You Go offering, students will need to visit the travel centre to get their card set up, once they have a card you can top up at any on street ticket machine. See our PAYG page here.

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 email us on [email protected] with your name, Robin Hood card number and a contact number so a member of the team can contact you to arrange the refund.

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.

When things return to normal, if you wish to commence travelling again you will need to email us on [email protected]

If you wish to reinstate your Direct Debit you will need to email us on [email protected]. Currently we are only able to reinstate your Direct Debit for travel on the 1st of the month. We require at least 10 working days’ notice to be able to process the Direct Debit payment to be taken on the 1st and reinstate the travel on your card. If you contact us to reinstate your Direct Debit and there are less than 10 working days until the 1st, you will not be able to reinstate your Direct Debit travel until the 1st of the following month.

Season Cards

Last chance to extend your season ticket!

From the 1 October 2020 we will no longer be offering the option of having unused travel added to your Robin Hood Season card. From this date we will also be reintroducing our cancellation fees for refunds: a £3 administration fee for Robin Hood Pay As You Go cards, and a deduction of 10% of remaining value plus a £10 administration fee for Robin Hood Season cards.

If you need to make a request for unused travel to be added to your Robin Hood card or for a refund on unused travel, please email [email protected] by the 30 September 2020. If you are requesting a refund, please provide your name, Robin Hood card number and a contact number for a member of the team to contact you to arrange the refund. Once your request have been received, we will aim to contact you within 10 working days. However, please allow up to three weeks from the date you have sent the request for us to contact you.

Any refund requests received after this date (30 September 2020) will have the cancellation fees applied. No unused days will be added from this date either. 

Please be aware we will not be able to refund extended time.

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 16 March, 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

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.