Robin Hood Network and Covid-19

Robin Hood Network and Covid-19

Robin Hood Network and Covid-19 – Update 26th June 2020

During these difficult times, we are trying to do all we can to assist customers and ensure that we minimise disruption and the financial impact if they need to stop travelling due to the Covid-19 outbreak. Our policies or actions may change at any time based on developments nationally or locally and we will update all our communication channels if things change.

Travel Centre

Due to the recent government advice, our Victoria Travel Centre is now closed, as is the Shopmobility service, until further notice.

Direct Debit

If you are unable to travel for the foreseeable future, 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] 

If you have had a Direct Debit payment taken and you do not wish to travel or are unable to travel, you can get a refund. In order to request a refund please email us on [email protected] with your name, Robin Hood card number and a contact number so a member of the team can contact you to arrange the refund.

In the present circumstances refunds may take up to 3 weeks to be returned to your bank account. You should also cancel your direct debit with your bank.

When things return to normal, if you wish to commence travelling again you will need to email us on [email protected]

If you wish to reinstate your Direct Debit 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.

Season Cards

If you are unable to travel for the foreseeable future due to the current situation, 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 31 consecutive days since March 16th, 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]

Reinstate Travel Form

If you would like to cancel your season card, you can now cancel any season card (with more than 14 days travel left) and all admin charges are waived.

Refunds are available on cards with 14 days or more remaining and all cancellations fees are currently waived. If you would like to request a refund on the remaining balance of your Robin Hood Season Pass please email us on [email protected] with your name, your Robin Hood card number and a contact number for a member of the team to contact you to arrange the refund.

Once your request have 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.

Robin Hood Ticket Machines

The on street ticket machines continue to work as normal and you can buy a PAYG card and top it up to reduce cash handling if you normally pay for your public transport by cash.

The ticket machines are cleaned regularly but we recommend you clean your hands after using them or use gloves if you can.