Robin Hood Network and Covid-19
Updated Thursday 15th April 2021
As the city goes into a further set of restrictions due to Covid-19, there are changes coming to our services.
We would also like to remind you that if you didn’t use your Season card during the first lockdown, i.e. from the 17th March, you may be eligible for a refund. You will not be eligible for a refund if you used your season following the easing of lockdown.
In light of the new restrictions from the 5th November, we are reintroducing some of the measures we put in place earlier in the year. We are reintroducing the scheme to add unused days onto your season product. These rules are in place until the end of April 2021, please check our website and social media channels towards the end of this period for updates.
If you are unable to travel for more than 14 consecutive days due to the current Covid-19 restrictions, we will be able to add any unused days onto the end of your current season product once things return to normal and you need to travel again.
When you do use your card again, we’ll check when it was last used, if you’ve not used your card for at least 14 consecutive days since 5th November, we’ll add the days you’ve not travelled onto the expiry date.
You do not need to do anything now, simply keep your card and when you are ready to start travelling again, please complete the form below and email it (at least 3 working days before you are required to travel) to: [email protected].
We are also removing the charges for refunds for any season product where there are more than 31 days remaining on the product. If you require a refund please email us at [email protected] and provide your name, Robin Hood card number and a contact number for a member of the team to contact you to arrange the refund. Once your request has been received, we will aim to contact you within 10 working days. However, please allow up to three weeks from the date you have sent the request for us to contact you.
If you are unable to travel due to the restrictions around Covid-19, you can get a refund. In order to request a refund please complete the form here and email it to us at [email protected]. We can refund your travel on a pro rata basis of your unused days.
We recommend you cancel your Direct Debit and set it up again once you know you will be travelling with us. You can do this by contacting your bank, please notify us by email if you have done so at [email protected].
In the present circumstances refunds may take up to three weeks to be returned to your bank account.
When things return to normal, if you wish to commence travelling again you will need to email us on [email protected].
Currently, we are only able to reinstate your Direct Debit for travel on the 1st of the month. We require at least 10 working days’ notice to be able to process the Direct Debit payment to be taken on the 1st and reinstate the travel on your card. If you contact us to reinstate your Direct Debit and there are less than 10 working days until the 1st, you will not be able to reinstate your Direct Debit travel until the 1st of the following month.
The travel centre has now opened at our new location. You can now find us at the Nottingham Tourism Centre, located adjacent to Old Market Square.
Whilst you will soon be able to visit us in person, we would encourage customers to check out the website as you can now do many of the things you need to online, such as apply for an ENCTS card or Robin Hood Season and Pay As You Go Cards, top up your season or PAYG card and collect at an on-street ticket machine or on the new Robin Hood Ticketing app, find it on the Google Play store and on the Apple Store.
The new opening times are as follows:
Monday - Friday (except bank holidays)
9.30am - 5.15pm (last transaction)