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Coronavirus Ticket Refund Policy – New Instructions from 7 September 2020
Normal administration fees for all ticket types are to be reinstated for any tickets purchased on or after Monday 7 September. This is a revised date and replaces the previously announced date of 26 August. Please begin notifying your customers of these changes as soon as possible. Administration Fees Refund Administration Fees for Anytime and Off-Peak Tickets Administration Fees for Advance Purchase Ticket Changes Advance Purchase ticket exchanges are permitted provided that the change is requested before the original travel date.
Therefore, your customers must submit tickets for refund to your agency no later than 28 days from the expiry date of the ticket. Your agency should then ensure that the refund application is submitted during the same accounting period.
Usual Advance Purchase ticket refund rules apply for all tickets sold after 23 March and are only eligible for refund, free of charge, if the service is later disrupted or cancelled, and the customer decides not to travel.
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