HART - Ticket refunds and Sun buses etc
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HART - Ticket refunds and Sun buses etc


In this edition:

  • Reduced train service likely
  • Engineering closure this Sunday (and next)
  • Season ticket / other refunds
  • Other issues
  • Meet the Manager sessions (on hold for now)
Reduced train service likely

The Government, train companies, trade unions and other relevant parties are in discussion about the best way to provide a robust and adequate service.

With falling passenger numbers, likely reduced driver pool and the need to provide a level of certainty for passengers who still have to travel, it is probable that a revised timetable will be brought in, possibly as soon as this weekend.

We anticipate that for Mon-Fri it may well be based on the Saturday timetable - but there are other possible approaches, so, if you need to travel, keep an eye on journey planners and watch for announcements online.
Engineering closure this Sunday and next

For those who still need to travel on the next two Sundays, please remember that there are no trains - buses should be running.

Unfortunately for some reason the buses for this Sunday did not get uploaded, when the others were done, and they still do not show in journey planners.

As you will see below, we have queried this (also direct to our stakeholder manager via email).

Last week they ran 2 faster bus services per hour (matching the fast train stopping pattern) and 2 all stations services. If usage then was low, they might reduce it this week (and next) to ensure a more robust delivery.
Season ticket / other refunds
What are the options for season tickets?

There is currently no way of "pausing" a season ticket. You can keep it, refund it or change it - under a range of terms and conditions.

How season ticket refunds are calculated - not pro rata

The basic principle is that you are left having spent what you would have done if you hadn't bought one. So if you have had annual for 3 months exactly, you would get a refund such that you paid for 3 x a monthly season. Odd periods are priced separately.

This means that late in the validity of an annual (last 2 months, possibly more) there is no refund due. For a weekly the balance can come at 4 (or possibly even 3) days used.

There may also be an admin fee of up to £10 charged.

It's worth doing some rough calculations in advance, but remember that prices went up approx 3.5% in January.

How to get the refund

You need to claim it from the retailer from whom you bought it:
  • Tickets on the Key can be done via your online account.
  • Tickets bought at station can be done at the ticket office.
  • Tickets bought from GN can also be done by post, but it will take longer to get the money - see link below. Form is on final bullet of first batch (see below).
  • For tickets purchased via other train companies or third party retailers, you will need to check their terms and conditions.
There is further useful info on these page:


It is also worth looking at the section headed 'Changeovers' on the first link above. If you have an annual season ticket with limited validity remaining, you might be better off converting it for a shorter journey eg Hatfield to WGC.

The 2 portions would be calculated pro rata and you would also retain your Gold card benefits in the event of making any eligible journeys during the valid period.

This process is more complicated and you would need to enquire about options at a ticket office.

Single / return tickets etc

There is general info here about obtaining refunds for these, and the normal fees have been waived:

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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