Robin Hood Network and Covid-19
Updated 12th November 2020
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. Please visit our Victoria Travel Centre to get your 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 January, please check our website and social media channels near to 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 Victoria Travel Centre will remain open with social distancing and cleaning regimes in place. The opening hours will be:
Monday – Friday 9.00am – 4.45pm
Closed for 30 minutes every day between 12.30pm – 1.00pm
We’ve put stringent measures in place for the safety of our staff and customers, and signage will advise customers how to stay safe. The waiting areas at the travel centre will be deep cleaned and sanitiser provided. Frequently touched surfaces will also be disinfected regularly.
Signs will encourage customers to use cards for payment rather than cash, to social distance and to wear face coverings. A queuing system will be put in place with markings to show where customers should stand.
All services will operate as pre Covid-19 however, we are operating using social distancing guidelines, so service may be slower than usual. We would encourage customers to check out the website before coming into the Travel Centre, 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 (it's currently only available on Android, iOS is due soon). You will still need to come into the travel centre to get an initial Direct Debit card.