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Get a refund or compensation

You might be able to get a refund if:

  • your train is delayed by more than 15 minutes
  • you don't need your season ticket anymore
  • you have Swift pay as you go credit you don't need
  • you leave your train season ticket at home and have to buy a daily ticket
  • your Swift card is faulty

You cannot get a refund for:

  • Direct Debit tickets - unless your train is delayed
  • tickets you've bought on the bus, train or tram for travel on the day
  • bus or nNetwork season tickets valid for less than 4 weeks
  • tickets that are delayed in the post

If you bought a season ticket on Direct Debit and don’t need it anymore, you can cancel the Direct Debit online instead of asking for a refund. You need to do this at least 14 days before your next payment is due.

If your ticket is not a Swift or nNetwork ticket, contact the operator for a refund.

If you bought your ticket through a corporate travel scheme, there are different rules. Call one of these numbers for help:

  • West Midlands Combined Authority Corporate Travel Scheme - call 0345 303 6760
  • National Express Corporate Travel Scheme - call 0121 254 6363

Get a refund for a ticket on a Swift card

You can only get a refund on a Swift ticket if you register your card online.

Call Swift Support on 0345 075 6006 to apply for a refund. Your refund will be calculated from whichever is the later of:

  • the day you ask for a refund
  • the last day you use your card

When you get a refund, your Swift card will be blocked. You’ll need to get a new card if you want to use Swift again.

To get a refund on multi-day tickets, you must have at least 5 day tickets remaining on the card. There must also be 3 months’ validity left on those tickets.

Check your Swift Card number before asking for a refund. If the number begins with 633597 0112, contact National Express West Midlands instead.

Get a refund for a bus or nNetwork season ticket

Your ticket must:

  • have been valid for at least 28 days
  • have at least 7 days remaining

The refund won’t be the exact amount left on your pass. You’ll get 90% of the remaining amount. You’ll also have to pay a fee of £5.50.

To get a refund, you’ll need:

  • your payment details
  • your original ticket (not a copy)
  • your original photocard (not a copy)
  • proof of purchase
  • a covering letter with your name and address

Send these to:

Customer Services - Ticketing
Transport for West Midlands
16 Summer Lane, Birmingham
B19 3SD

Call us on 0345 303 6760 if you need help.

Get a refund for a delayed train

If your train is delayed, you might be able to get a refund.

This is called Delay Repay. The amount you’ll get depends on:

  • how long your train was delayed for
  • which operator you travelled with

It does not matter what type of ticket you bought. Different operators have different rules for refunds.

These operators give refunds if you’re delayed for 15 minutes or more:

These operators give refunds if you’re delayed for 30 minutes or more:

Get a refund for a train season ticket

You can get a refund if your ticket is either:

  • valid for 7 days and has at least 3 days left on it
  • valid for longer than 7 days and has at least 7 days left on it

How you apply depends on how you bought your ticket.

If you bought your ticket at the station

You can apply for a refund at the station you bought the ticket from.

You can also apply through the post. You’ll need the following:

  • your original ticket
  • your payment details
  • a covering letter with your name and address 

Send these to:

Freepost
West Midlands Rail Customer Relations

You do not need a stamp.

If you bought your ticket online

If you bought from westmidlandsrailway.co.uk, log in to your account and follow the instructions.

If you bought from wmnetwork.co.uk, you need to send us:

  • your original ticket
  • your payment details
  • a covering letter with your name and address

Send these to:

Customer Services - Ticketing
Transport for West Midlands
16 Summer Lane, Birmingham
B19 3SD

You can also call us on 0345 303 6760.

Get a refund if you left your train season ticket at home

You can get a refund if you forget your season ticket and need to buy a daily ticket for a train journey.

Apply for the refund at the ticket office where you bought your season ticket. You’ll need to provide:

  • your season ticket
  • your photocard
  • the extra ticket you had to buy

You can only get 2 of these refunds per year.

Claim compensation if your Swift card is faulty

You can ask for compensation if your Swift card didn't work and you had to buy a new ticket.

We will check your Swift card, refund you for your new ticket and send you a new Swift card in the post.

Email swiftsupport@tfwm.org.uk and include:

  • your name
  • your email address
  • your Swift card number
  • a summary of what happened
  • a picture of receipt for your new ticket