Please use this form to claim for unused travel on your Metro season ticket. Refunds are available on 4 week and annual Metro Season Tickets, 4 week 18 and Under Metro Season Tickets and 4 week and annual Student Metro Season Tickets.
Refunds are not available on 1 week Metro Season Tickets, 1 week 18 and Under Metro Season Tickets, 1 week Ferry Season Tickets, Gold Cards.
Do not use this form for refunds of Corporate Metro Season Tickets. Please contact your company’s corporate scheme representative instead.
If you have 4 week Ferry Season Ticket, please post it, with a covering letter, to: Customer Services, Nexus, Nexus House, St James Boulevard, Newcastle NE1 4AX.
Nexus is of course affected by the effects of the pandemic, with staff working from home, without access to all systems. This means that we're unable to process refunds in the way that we normally do (including being unable to process or issue cheques).
We’ve been working on a way to deal with requests for refunds, and are now pleased to be able to offer you these two options:
Will your Metro season ticket still be valid when you start travelling by Metro again?
We’ll add your unused days on to the end of your current Metro season ticket.
We’ll add your unused days, from 23 March until when you let us know that you’ll be using Metro again, onto your Metro season ticket. Please complete the online form with your personal details; and your season ticket’s start and end date, when you know when you will be returning to work. Once we’ve processed your request, your unused days will be added to your smartcard when you touch in or out as normal.
Will your Metro season ticket have expired when you start travelling by Metro again, or has it already expired?
We’ll refund the value of your unused days by bank transfer.
We will refund the value of the unused portion of your Metro season ticket, from 23 March until its expiry date, via BACS (ie an electronic payment direct to your bank). Please complete the online form with your personal and bank details, and upload a photo of your Pop or Newcastle University card, showing the card number.
Unused periods are calculated on the basis of the number of full days which are unused, as shown on our systems, from 23 March 2020.
An administration fee is usually charged for season ticket refunds, but will not be until further notice.
We anticipate a large number of requests for both options above, and that it will take us some time to process them all. Please be patient.
Our normal refund process will be used once Nexus staff return to the office.
If you have any queries about this new process, just get in touch via email: [email protected]
Thank you for your patience and understanding in this unprecedented situation.