Refunds
To apply for a refund, please hand in your Season Ticket at the National Express East Coast Travel Centre where you purchased it and it will be cancelled. You’ll then be advised what the refund will be. Please note, it may take up to three weeks for you to receive your refund.
How your refund will be calculated
If, for example, you bought a Newcastle to York annual Standard Season Ticket on 16 February for £3,676 and you cancelled it on 16 November, the Season Ticket would have run for three quarters of the year. However, you would not receive a pro-rata refund of 25%. The cheapest Season Ticket you could have bought for the period you travelled would have been a Season Ticket lasting for nine months and one day and the cost would have been £3,188. So the refund calculation we would do is £3,676 less £3,188, less a £10 administration fee, giving a refund of £488.
No refunds are given on annual Season Tickets that have run for 40 weeks or more. This is because the price of the annual ticket is the same as a Season Ticket valid for 40 weeks i.e. annual tickets are charged at 40 weeks of travel but we give you 52 weeks.
Duplicates
If your Season Ticket (1 month or above, not including Travelcards) has been lost or stolen, please go to the Travel Centre where your ticket was issued. A replacement ticket will be issued when you have completed a duplicate application form. An administration charge of £10 will be made for replacing the lost ticket.
A second replacement may be allowed if the original Season Ticket is returned to us within one month of you notifying us of the loss or if the first or second duplicate request arose because of theft, robbery, fire or other exceptional circumstances which have been reported to the police, the fire service or other appropriate body.
No more than two duplicate Season Tickets will be issued within any 12-month period under any circumstances.
Exchanges
If, due to wear and tear, your Season Ticket becomes hard to read or the magnetic strip on the back no longer works so you can’t get through the gates, please take the ticket to a Travel Centre and ask for a replacement. You’ll receive a new one that states it’s a replacement. There’s no charge for replacement due to ticket fault.
Change Overs
If you need to amend your Season Ticket because your journey, route or class of travel has changed and your ticket has one month or more validity, we can usually help you with this. Please enquire at the National Express East Coast Travel Centre where you originally purchased your ticket.