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Service level change due to the Coronavirus

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Ticket update

2 months ago Tue 31st Mar 2020

We know many of our customers are unable to travel due to the Coronavirus (COVID-19) outbreak, and as a result are unable to use their bus tickets.  In order to reduce the financial strain our customers may be feeling, we've detailed how you can freeze or cancel 4 week to go and direct debit tickets below.  

4 week tickets on iff cards

If you have a 4 week to go ticket on an iff card and cannot use it at the moment please email [email protected] with your name, card number, phone number and a copy / photo of your receipt.  We will hotlist your card, which means you can no longer use that card, and we will ring you on the number provided to arrange a refund for the amount of time left on the ticket.  Refunds can only be made to a debit or credit card.  If you wish to purchase another ticket in the future, you’ll need to apply for a new iff card.

4 week tickets on the Cardiff Bus app

All 4 week tickets on the app will be frozen on 01/04/2020.  You can re-activate your ticket whenever you need to travel, but once it has been re-activated, you cannot freeze it again.  If you are still travelling and wish to continue using your ticket, simply reactivate your ticket immediately.

Direct debit

If you cannot travel and you’re not using your bus ticket, you can cancel your direct debit payment and set it up again when you’re back on the bus.  If you do cancel your payment with the bank, please let us know by emailing [email protected] and we will update our records.   

Annual tickets

If you're part of the corporate scheme and your fare gets deducted from your pay, please contact your employer.  We've sent messages to all companies involved in the scheme to explain that we will add a few months to the end of your ticket.

If you've purchased an annual ticket at either of our customer service centres, please email [email protected] to let us know you're unable to use your ticket at the moment.  Our team will explain that you'll need to get back in touch when you start travelling again to re-activate your ticket.

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