HART - season ticket refund update
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HART - season ticket refund update


In this edition:

  • Season ticket / other refunds

  • And meanwhile...

  • Other issues

Season ticket / other refunds

This is an update of the info provided in our previous newsletters, for those who purchased tickets from GN/TL. If you purchased tickets elsewhere, you will need to check the position on the relevant retailer's website, but generally the position should be similar across the industry.

GN have updated their advice page:

How season ticket refunds are calculated - not pro rata

The GN/TL websites say that they are launching a season ticket refund calculator, so you can see how much to expect for ticket periods of over a month.
However the calculation basis should be the same across train operating companies, so you can use one of the calculators that have already been made live, such as the one on this page:

Should I claim a refund?

There is no simple answer. If you bought an annual ticket shortly before stopping travelling, then the maths would probably suggest yes.

If you have an annual ticket with less than about 10 weeks remaining, when you stopped travelling (or from 17 March, if later), then you will not be eligible for a refund - as the non-annual calculation basis will meet, then exceed, the cost of the annual ticket.

If you are between these points, it is more complicated, but you can keep your options open for now, due to the backdating. We believe you have at least 56 days from 17 March to submit a claim.

How to get refunds for paper tickets and e-tickets

GN/TL have now launched their new online form for paper tickets and e-tickets. They are asking that passengers use this, rather than visiting a ticket office:

A few passengers are reporting issues submitting the form. It is advised to try to keep each image below 1MB. If you get an issue with one device / browser, then try with another. If it still doesn't work, try clearing cookies and cache.

The system is not set up to provide an email to confirm submission, and you will not hear anything until your claim is processed. If they are not able to refund the money to the card or account from which the payment was made originally, you will be contacted to provide account details.

If you hit any other problems, please let us know.

Keep the ticket and the images safely, in case your claim is audited or you have any issues.

How long will it take to get the refund?

GN/TL currently advise as follows:
Will there be further changes?

Some passengers are arguing for pro rata season ticket refunds. This is a political decision and there is only likely to be a change, if it is taken up by a significant number of MPs.

At present refunds are only being offered for pre-purchased singles and returns until the end of April. We expect this date to be extended soon, possibly until the end of May.

here may be further changes announced, so keep an eye on the relevant website pages:

We will aim to keep you updated for anything significant.
And meanwhile...

GTR, along with the rest of the rail industry, are looking at what more they can do to help in the current situation - recent examples (shown below) include: (screenshot of video)

If you are a key worker and the current timetable is not providing you with a train at a suitable time, then it is worth contacting GN / TL with details (including numbers involved), since they are continuing to fine-tune the current timetable.

Other issues

We will continue to work on a wide range of other issues - impacting trains, the station and information provision.

In the meantime, if you have an issue where you think we can assist, please let us know - by email or via Twitter.

Meet the Manager Sessions

Spread the Word

Please let other station users know of our existence and encourage them to join our mailing list and/or follow us on Twitter. We update the Twitter feed on our website with news items etc in between newsletters.

Do let us have details of any other issues and concerns and we will assist in raising them in an appropriate forum.

Help please! - in order to maximise our impact in matters effecting you, we need further volunteers - even a small amount of time would help e.g. info stands at the station, contributing to these newsletters, updating info on our website etc. You can contact us on

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