We have always tried to help our customers, but this crisis has hit us strongly and we are doing our best to manage customers while managing the well being of our teams. Please understand we are currently receiving a significantly higher volume of inquiries while having reduced teams which means it will take a while for us to get to every query.
We're sorry to hear you're thinking of leaving, but we understand circumstances can change.
To start the cancellation, please go to the 'Cancel Ticket; section under Manage Account on your Dashboard: https://www.commuterclub.co.uk/dashboard#cancellation
Once you submit the cancellation request, you can either send your ticket back via post or cut your annual season ticket and upload it straight on your dashboard. Please see the further guidance below.
Annual Paper ticket process:
1. With a blue or black pen, write across the front of the ticket REFUND
2. With a pair of scissors, cut the ticket diagonally from bottom right to top left
3. Place the two pieces slightly apart on a blank background and take a photo with your phone
4. Follow the refund process instructions on the screen and when prompted, upload the photo of your spoilt season ticket.
5. Once you have submitted your refund request, we will review it and approve it, sending you an automated confirmation email or reject it and reach out to you with the reason.
Annual Smart card process:
1. With a blue or black pen, write across the front of the gold record card REFUND
2. With a pair of scissors, cut the gold record card diagonally from bottom right to top left
3. Place the two pieces slightly apart on a blank background next to your smart card, number side up and take a photo with your phone
4. Follow the refund process instructions on the screen and when prompted, upload the photo of your spoilt season ticket.
5. Once you have submitted your refund request, we will review it and approve it, sending you an automated confirmation email or reject it and reach out to you with the reason.
Annual Oyster card process:
1. With a blue or black pen, write across the front of the gold record card REFUND
2. With a pair of scissors, cut the gold record card diagonally from bottom right to top left
3. Place the two pieces slightly apart on a blank background next to your oyster card, number side up and take a photo with your phone
4. Follow the refund process instructions on the screen and when prompted, upload the photo of your spoilt season ticket.
5. Once you have submitted your refund request, we will review it and approve it, sending you an automated confirmation email or reject it and reach out to you with the reason.
Please note the following:
* we are unable to do partial refunds. if you wish to access a refund on the unused portion of your ticket, this is considered as a cancellation and your ticket will no longer be valid
* Please note – that from Monday 07 September 2020, retailers will not be able to process backdated refunds unless you can provide evidence that illness prevented you from travelling (Condition 40.4 of the National Rail Conditions of Travel)
* if you have used more than 10 months of your annual, we advise against cancelling. Due to pro-rated calculations imposed by the industry, the refund would be £0 as all annual lose their value after 10 months of usage.
https://www.nationalrail.co.uk/stations_destinations/coronavirus_refunds.aspx
Stay safe!
Comments
5 comments
Am not working am home
The cancellation remained in your system and I did it a month ago. I don't want any refund but I don't want to pay the tickets for May 12th.
Trying to backdate further the payment how can I do ? No one answer and my payment will start sooner.
How do I cancel without my gold card? Do I send my Oyster to Season Ticket Returns, PO BOX 1259, Crawley, RH10 9PS with my name on it?
I wan to cancel my travel pass due to covid19
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