If, because of events within Travel West Midlands’ control, a passenger’s journey is delayed by more than 15 minutes, the company will refund their fare with travel vouchers:
- If the passenger paid a cash fare, TWM will refund travel vouchers to the value of their ticket.
- If they used a Daysaver ticket, TWM will refund travel vouchers to half of its value
- If they used a weekly Travelcard, TWM will refund an appropriate proportion of its cost – one tenth of a weekly, or one fortieth of a four- weekly.
TWM will refund the cost of a taxi by cheque when it receives a written claim and receipt:
- If, because of events within Travel West Midlands’ control, a passenger is not provided with a bus within 60 minutes of the scheduled departure time
- If a wheelchair user is unable to travel because a non-accessible bus is used on one of these routes.
Certain causes of delay are wholly outside of Travel West Midland’s control. These include severe weather, vandalism and traffic accidents, and refunds will not be available when delays occur in such circumstances.
