March 20, 2023
Bus strike refunds made available to stranded passengers - how to claim
Bus passengers with tickets to travel during the strike action can now request a refund. National Express said some will be automatically refunded but others need to submit a claim either online or by phone. Industrial action started today, Monday, March 4 - and is expected to continue until Unite union members are able to secure a pay deal they are happy with. In the meantime, the majority of the region's buses have ground to a halt - leaving just 11 NXWM services in operation, primarily serving major hospitals. During the strike, NX tickets are not being accepted by other bus firms or West Midlands Metro. However customers with tickets valid during strike days will be entitled to a refund for the days they were unable to travel. POLL: Do you support bus strikes in the West Midlands? Customers who have purchased a single, return or Day Saver ticket via the app for travel from Monday, March 20, who have been unable to travel and not activated it we will automatically refunded and do not need to take further action. You'll find all the information you need to claim a refund from National Express below. How do I claim my refund? Passengers are urged to fill in this refund form if they have a ticket that is valid during the strike period. How are refunds calculated? National Express said a pro-rata refund will be issued for days affected by the strike action. The refund will be calculated on ticket type, usage and duration of the strike action. How will I get refunded? A refund for the days you were unable to travel during the strike period will be sent back to the original method of purchase. Will there be a processing fee? Passengers have been assured no fee will be charged to process refunds for the days they were unable to travel due to the strike action. Who do I contact for a refund for a ticket on Swift card? If the long card number on the front of your Swift card says ‘633597 0112…’ you can contact National Express Bus for a refund. If the number says ‘633597 0107…’ you should contact TfWM on 0345 303 6760. How long will it take to get my refund? If you are entitled to a refund it will get processed when your ticket expires or the strike concludes - whichever is first. It could then take up to 14 days. Once the team has processed the refund, the bank will then need to transfer the funds to accounts and this part of the process could take up to five working days. National Express has urged people not to contact them after filling out the online refund form. Will National Express pay the costs for other transport (such as taxis) used during strikes? No. It will only refund bus tickets that were valid during the strike. READ NEXT: Schools and colleges as urgent advice issued to parents amid bus strikes Daily bus strikes divide opinions Bus strike sparks 'do not travel' warning
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