We require some basic information in order to process your claim:
- your name and address
- an email address and contact number
- payment details to compensate you if you request a BAC’s payment or debit/credit card refund
- the exact date and time of travel
- which stations you travelled to and from
- an image of the ticket used for travel with a visible price or your SMART season ticket number. If you have a mobile ticket and no price is visible also remember to upload your booking confirmation email.
- if you where delayed due to overcrowding or alternative transport please ensure you add this information into the comments field on the claim form
We will process all claims within a maximum of 20 working days of receiving a valid claim. Customers requesting compensation paid directly into their bank account or refunded to a credit or debit card are normally resolved within 10 working days.