Information on refunds if you are unable to travel

If you pay for a travel pass by direct debit, or have paid in advance for a travelcard that you are unable to use because of the current coronavirus Covid-19 outbreak, you may be able to claim a refund.

NX Bus (National Express)

If you have a season ticket and have not been able to travel due to COVID-19 you may be eligible for a refund.

We understand this is a really difficult and uncertain time so if you have a season ticket with us you can submit a refund request.

We currently offer a range of different tickets so please complete the form so we can deal with your request as quickly and efficiently as possible.

We want to help where we can so we have waived our standard £5 administration fee on any refunds during the course of the virus.

Request your refund here

We’ve put together some helpful answers to some of the most frequently asked questions, click here. 

If you are unable to fill in the form above you can contact our team by emailing us at If you email please ensure you include the name of the ticket user(s) along with the membership/Swift card number. If you are enquiring about an mTicket we will need the email address you purchased the ticket under.

If you need to call us (0121 254 7272) our phone line is open from 9am to 5pm, Monday – Friday. We are experiencing a very high volume of calls so please bear with us.

Please note that we cannot process a refund for anything under £5 in value.

If you pay for your NX pass via direct debit, you can request your pass be suspended for one to six months, either reply to your receipt email sent to you monthly, or call 0121 254 7272 and quote your membership number.

nBus / TfWM (Transport For West Midlands)

The following guidance explains the arrangements for refunds that apply to people following the Governments ‘stay at home’ instructions in response to COVID-19.

We understand that this is a very difficult time and so we are relaxing the rules across many ticketing schemes in order to provide refunds for customers who have been unable to travel. We are also waiving administration fees that are normally applied to refunds.

Please bear in mind that these rules are specific to the COVID-19 period and are being regularly updated. These arrangements are subject to change so please check back regularly for the latest information.

To make it simple and easy to apply for and process a refund, we are building an online application process which we expect will be available by no later than Friday 3 April. Once the application form is available, we will publish it on this page so please keep checking this page for further details.

*We will be able to refund Remaining Days Travel* from Monday 16 March in line with the Government’s’ work from home directive.

If you pay for your monthly ticket by Direct Debit through TfWM’s Direct Debit scheme (payments will appear as “WMCA” on your bank statement), you can cancel your direct debit with your bank who will let us know so we can update your account.  You can do this via your mobile banking app, online banking or telephone banking, please do not call or email us to do this as this will take much longer.

If you do not purchase your ticket via TfWM’s Direct Debit scheme, please contact your scheme provider directly.

See more details at the Network West Midlands website.

For details of refunds available if you purchase your pass/ticket through any other operator, please contact that operator directly. We at WMBU are not able to assist anyone with payment or refund queries unfortunately!

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