Passenger's Charter: Claims for refunds and discount vouchers - Translink

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Passenger's Charter

If your service is delayed or cancelled for any reason within our control, you may be entitled to a refund or a discount voucher.

We will try to let you know the cause of the problem at the time. We will treat each claim individually.

Refunds

If the bus or train you planned to catch is delayed or cancelled, and you decide not to travel by bus or train, we will give you a full cash refund if you return your ticket immediately to the place you bought it.

If you decide not to return it right away, but still want to claim a full refund, you can get application forms at all the main bus and train stations.

If you decide, for some other reason, not to use a ticket you have bought, you can apply for a refund at any of our main stations. In these cases, we will normally charge an administration fee of 20% of the value of the refund (you will have to pay at least Ł1.50 but no more than Ł5).

You must apply for a refund within 28 days of the end date of your ticket.

To apply for a refund you will need to return your ticket to us. We may also ask you to send us more evidence to support your claim.

If you did not buy your ticket from us, you should return it to the place you bought it from and they will arrange any refund.

Goldline Discount Vouchers

For Goldline Express coach services, we will offer a discount of 50% of the fare you paid for your single journey if the service is delayed by more than 30 minutes.

If your claim is valid, we will offer you a discount of at least Ł1.

To apply for a discount, you need to fill in a claim form which you can get from our main stations. You should attach your ticket to the filled-in form as proof of travel. If you have a season ticket or a yearly ticket, you should attach a photocopy of your ticket. We will display posters at stations telling you how and where to make a claim.

We do not include delays and cancellations caused by circumstances outside our control in the published performance figures. These circumstances include: