If your season ticket has been lost, stolen or you have forgotten it but need to travel, we can help you.
How we can help will depend on whether you hold a
- sTicket (season ticket on barcode)
- Key Smartcard
- Paper season ticket
Please see below for more information:
sTicket (Season ticket on barcode)
What should I do if the device holding my sTicket is lost or stolen?
If you lose the device your sTicket is held on, you can access your sTicket via an alternative device. There is a time delay of 3 hours before the sTicket can be accessed from an alternative device.
You must purchase a valid ticket to travel whilst waiting for your alternative device to be available;
Any tickets you do purchase to cover whole, or part of the journey covered by your season ticket whilst waiting to access your sTicket on an alternative device will be refunded.
Tickets, receipts, or travel history (in the case of Oyster) must be in a format that can be retained by the ticket office to support the refund application. Refunding these ticket(s) will be subject to a £5 admin fee.
Forgotten sTicket (Season ticket on barcode)
If you purchased your season ticket from us but discover you haven’t got it with you when travelling, you must buy a valid ticket for your journey.
On the first occasion you will get a full refund.
If you forget your season ticket on future occasions, we will refund the extra ticket(s) you bought to travel on the day minus a £5 admin fee.
Season Tickets held on a Key Smartcard
What should I do if my season ticket on a Key Smartcard is lost or stolen?
If your key season ticket was purchased from us and is valid for one month or more is lost or stolen, log into your online account and follow the links to ‘Key Smartcard replacement’. Your key Smartcard will be replaced up to 3 times free of charge and will take 3-5 days to arrive with you.
You must purchase a valid ticket to travel whilst waiting for your replacement Key Smartcard to be received;
Any tickets do purchase to cover whole, or part of the journey covered by your season ticket whilst waiting for your replacement Key smartcard will be refunded.
Tickets, receipts, or travel history (in the case of Oyster) must be in a format that can be retained by the ticket office to support the refund application. Refunding these ticket(s) will be subject to a £5 admin fee.
Forgotten Season Ticket held on a Key Smartcard
If you purchased your season ticket from us but discover you haven’t got it with you when travelling, you must buy a valid ticket for your journey.
On the first occasion you will get a full refund.
If you forget your season ticket on future occasions, we will refund the extra ticket(s) you bought to travel on the day minus a £5 admin fee.
Paper Season Tickets
What should I do if my season ticket is lost or stolen?
If your season ticket was purchased from us and is valid for one month or more is lost or stolen, you should report it immediately at any of our ticket offices.
If your lost or stolen season ticket cannot be recovered, you can apply for a duplicate season ticket. Each application is reviewed and investigated by our Fraud Team. If your application is approved, you will be asked to attend your nominated ticket office (agreed at the time your ticket is reported) to have a duplicate season ticket issued. This is subject to a £20 admin fee.
You must purchase a valid ticket to travel whilst your duplicate application is investigated.
Any tickets you do purchase for whole, or part of the journey covered by your season ticket will be refunded if your application is approved. Tickets, receipts, or travel history (in the case of Oyster) must be in a format that can be retained by the ticket office to support the refund application.
Forgotten (paper) Season Ticket
If you purchased your season ticket from us but discover you haven’t got it with you when travelling, you must buy a valid ticket for your journey.
On the first occasion you will get a full refund.
If you forget your season ticket again, we will refund the extra ticket you bought to travel on the day minus a £5 admin fee.
If you forget your season ticket a third time (or more occasions in a 12-month period), the additional ticket(s) purchased are non-refundable.
