Coronavirus Update Close

National lockdown restrictions are in place across England. Until 2 December, you should only travel for work, education or other permitted reasons. From 2 December England will be returning to a 3 Tier System. Find out more about local restrictions.

A tiered system of protection levels is in operation across Scotland. So, if you need to travel, make sure you're up-to-date with what's happening in your area by checking the local government guidance.

We've put in place measures to allow you to travel safely including limiting available seats on buses and enhanced cleaning. Unless you’re exempt, you must wear a face covering throughout your journey. Please avoid busy times, use contactless payment where you can, keep your distance and take your litter with you. Stay up to date on our Coronavirus page.


Stagecoach

Ticket Refunds and Cancellations

We’re sorry to hear you want to cancel your ticket, is there anything we can do to change your mind? If you’ve had a problem with our service we’d really like the chance to fix it or, if your current ticket doesn’t suit your needs, please let us know and we’ll try to suggest a suitable alternative. If you’d still like to cancel, you can review our terms below to check that you’re eligible for a refund and the best way to make the request. 


Am I eligible for a refund? 

You can find our full terms and conditions    here but here are a few things you need to know.

 

How we’ll process your refund/calculate/decide if you’re eligible? 

We'll check when your ticket started/starts and when it expires/expired and use this to determine if and how much of a refund your entitled to.

If your ticket isn’t active yet 

If your ticket hasn’t started yet and you’ve changed your mind or maybe you’ve bought the wrong ticket, you can request a full refund. Refunds will usually be returned to you via your original payment method and hit your bank in 3-5 working days from when we confirm that you’re eligible for a refund. Refunds are processed from the date of request or last date of use (whichever is the latest) so to make sure you  get the maximum amount back, please let us know as soon as you’ve stopped using your ticket. 

If your ticket is still valid 

If you’ve already been using your ticket or it’s start date has passed and your plans have changed then we can give you a refund but there’s a £15 early cancellation charge, you’ll then receive a refund for the remaining value of the ticket. Refunds will usually be returned to you via your original payment method and hit your bank within 3-5 working days from when we process your request. If the remaining value of your ticket is less than the early cancellation charge we may be able to move the remaining value to be used in the future.  We’ll advise the best option for you when we’ve looked at the details of your ticket. 

If your ticket has expired 

Unfortunately if your ticket has already expired we can’t offer refunds. If you bought your ticket online, you can check the validity in the “my account” section in your Stagecoachbus account or on your confirmation email. If you bought your ticket on our app, the validity information is available to view in “My Tickets”.  

If you have an Xtra ticket 

Megarider Xtra tickets can be cancelled at any time and you’ll still be able to use your ticket until the end of the current payment period. After that, no further payments will be taken and no early  cancellation charge will apply. Alternatively, you can request a partial refund for any active tickets (eg, partway through the current payment period). As this is an active ticket the early cancellation fee of £15 will apply. 

 

How do I request a refund? 

StagecoachSmart card ticket on our website

You can cancel via your account. We’ll process your refund as soon as soon as you request. 

App mobile ticket refunds  

Please complete our app enquiry form. 

Paper tickets or Smartcard tickets not bought online 

If you have a paper ticket (bought on bus or via Travelshop) or you bought your Smartcard ticket via your University, College, School or Employer you can request a refund by emailing your local Operating Company. Contact details for your local operating company can be found in our help and contact section.

Please include the following details in your email so we can help you as quickly as we can:

  • Ticket name
  • Place of purchase
  • Smartcard no (if applicable)
  • A screenshot of the ticket or receipt. 

For all other refund enquiries, please use our refund request form. Remember refunds will be processed from the date of request in line with standard terms and conditions, so please get in touch as soon as you’ve stopped using your ticket. 


FAQs 

Q.  Can I cancel my ticket once I have bought it?

A.   It depends on whether or not your ticket is active. If you've not activated it yet, then yes, we can give you a full refund. If you've already activated it, we'll refund the remaining value of your ticket, minus a £15 early cancellation fee. We'll get in touch with you if you have less than £15 left on your ticket as you may be able to use the remaining value for a future ticket. We're not able to refund an expired ticket.  Your money will be refunded on to the same payment method you used to buy your ticket within 3-5 working days of being actioned. Request your refund.

Q.   Can I pause my ticket?

A.   Some of our tickets can have their value saved to be used towards a future ticket. Get in touch with us a [email protected] with details of your StagecoachSmart card and we'll let you know what the best option is for you.

Q. Why is there a £15 cancellation charge?

A.  Many of our tickets have a built-in discount that lets you travel for longer for a lower price. If you choose to cancel your ticket early, you're no longer eligible for that reduced fare. The standard £15early  cancellation fee covers you for any difference in price there would have been if you'd bought the tickets at the regular rate for the amount of time you actually used it. 

Q.  Why am I not eligible for a refund?

A. If your refund request has been denied, it's likely that your ticket had already expired. If that's not the case, or you'd like us to check again, get in touch with us at [email protected] with details of your ticket and we'll look into it.

Q.  Can I change my ticket after I've bought it on the bus?

A. We'll need your StagecoachSmart card number and details of the ticket you bought on board. Your refund request will be reviewed on an individual basis by your local Stagecoach team. Request your refund.

Q.  Can I change my ticket after I've bought it online?

A.  You can't change your ticket but you can request a refund and buy a new one. If you've not activated the ticket, you'll get a full refund. If you've already used part of your ticket, you'll get a refund for the remaining value, minus a £15 early  cancellation charge. Request your refund

For the full list of refund FAQs go to our refund and cancellation FAQs.