1. Ticket Holder Obligations
1.1 train and network tickets purchased through the Corporate Travel Scheme can be ordered via the Company Co-ordinator at their organisation. Ticket orders need to be placed seven days prior to the agreed ticket issuing date.
1.2 Ticket holders who need to pay for their corporate ticket using a credit/debit card must contact the West Midlands Combined Authority Ticketing Team at least seven days prior to the expiry date of their current ticket to renew.
1.3 Ticket holders must have a valid ticket for every journey. Refunds on rail tickets purchased as a result of lost, stolen or forgotten tickets can be requested from the Station Accounts department of the appropriate train operating company and not through West Midlands Combined Authority. Refunds are at the discretion of the individual train company. Refunds are not available for tickets purchased on bus or tram services.
1.4 It is the ticket holder’s responsibility to inform West Midlands Combined Authority if they do not receive the corporate ticket they have ordered three days before it is due to commence.
1.5 It is the ticket holder’s responsibility to take all reasonable steps to keep the annual ticket safe. Loss or theft of season tickets or Photocards should be reported immediately to the West Midlands Combined Authority Ticketing Team on 0345 303 6760.
1.6 If a corporate ticket fails to operate the ticket gates because it is worn or faded, it is the ticket holder’s responsibility to obtain a free replacement ticket from any staffed rail Ticket Office. Replacements must be requested when the print is still legible on the ticket.
1.7 To ensure that the Photocard number is clearly written on the ticket before use. Failure to do so may result in a fine or the ticket being confiscated. West Midlands Combined Authority will not reimburse any travel tickets that have been purchased as a result.
2. West Midlands Combined Authority Obligations
2.1 West Midlands Combined Authority will replace lost/faded/damaged tickets when requested. Ticket holders must provide a new photograph (firstname.lastname@example.org) or their Photocard ID number before a replacement is issued. An administration fee will be applied. All replacements are issued at the discretion of West Midlands Combined Authority.
2.2 If the corporate ticket is no longer required, it may be returned to West Midlands Combined Authority via the company coordinator for a refund. If returned by the ticket holder, it must be sent by Recorded Delivery to West Midlands Combined Authority, 16 Summer Lane, Birmingham, B19 3SD. The refund will be paid to the company or the individual, depending on the terms and conditions of the season ticket loan agreement between the member of staff and the company. Refunds are calculated on the remaining validity of the ticket on a full weekly basis, subject to the date received by West Midlands Combined Authority. An administration fee will be applied.
2.3 It may be possible to suspend a season ticket. The minimum period for consideration is four weeks and tickets must be returned at the beginning of leave. Refunds are made at the discretion of West Midlands Combined Authority. Please contact West Midlands Combined Authority Ticketing Team on 0345 303 6760 for details.
2.4 West Midlands Combined Authority must be notified as soon as possible of any cases of long-term sickness. Tickets must be returned to West Midlands Combined Authority. Refunds are at the sole discretion of West Midlands Combined Authority and a doctor’s and/or hospital note will be required.
3. Other Terms and Conditions
3.1. The ticket remains the property of West Midlands Combined Authority until it has been fully paid for by either the company or the member of staff. Ownership of the ticket will then be subject to the terms and conditions of the season ticket loan agreement between the member of staff and the company.
3.2. Individual cheques are accepted for payment of corporate tickets and must be made payable to “West Midlands Combined Authority”. Payment by credit/debit card is acceptable if telephoning directly to the West Midlands Combined Authority Ticketing Team on 0345 303 6760.
3.3. West Midlands Combined Authority issues season tickets that cover the Network West Midlands and the surrounding area. Point-to-point season tickets are only to be used for travel between the origin and destination stations detailed on the ticket.
3.4 West Midlands Combined Authority will not refund any tickets that have been purchased as a result of tickets not arriving through postal delays.
3.5. Corporate tickets are not transferable and are issued subject to the current National Rail Conditions of Carriage and to the Conditions of Carriage of the Rail Operators on whose services they are valid (unless otherwise indicated they are valid on any permitted route, and on the service of participating operators). For network tickets, the published terms and conditions relating to bus and Metro operator’s services are available for inspection at the Head Offices or appropriate company addresses. The National Rail Conditions of Carriage are available for inspection at the Ticket Offices of staffed stations.
3.6. network tickets are valid on local bus services in the West Midlands County run by operators in the Centrocard scheme; they are not valid on night buses and certain other special services. They are also valid on the Metro (except Zone 1 and Zone 1-2 network tickets). West Midlands Combined Authority accepts no liability for any loss or damage suffered by any ticket holder using a ticket that is not valid for the journey taken.
4. Compensation for Rail Service Delays
4.1 It is the responsibility of the ticket holder to claim compensation for any service delay or cancellation from the appropriate train operating company.
4.2 Compensation vouchers issued due to service delays cannot be used as part or full payment towards a corporate ticket.
4.3 West Midlands Combined Authority will issue a refund cheque for rail compensation vouchers to the value of £10 or more only.
4.4. Contact details for transport operating companies
5. Data Protection
5.1 West Midlands Combined Authority is a data controller for the purposes of the Data Protection Act 1998 (the Act). West Midlands Combined Authority will process data in accordance with the Act and will use data for the following purposes:
5.1.1 To provide the ticket holder with the scheme they applied for and for ongoing administration of the scheme.
5.1.2 To allow us to improve products and services we offer to our customers.
5.1.3 For research and analysis including travel patterns.
5.1.4 To enable us to provide anonymous data to the Department for Transport if requested by them.
5.1.5 To enable us to conduct surveys.
5.1.6 For the prevention and detection of crime including fare evasion.
5.1.7 To enable us to comply with our legal and regulatory obligations.
5.1.8 To ensure that we follow the ticket holder’s instructions correctly and to improve customer service, we may monitor and/or record any communication between the ticket holder and West Midlands Combined Authority.
5.2 We may use the ticket holder’s information for marketing purposes as follows:
5.2.1 To let the ticket holder know about related products and or services.
5.2.2 To send the ticket holder offers on behalf of selected third parties which we believe to be appropriate.
5.3 We may contact the ticket holder for the above purposes by post, email, telephone or text messaging to SMS enabled devices depending on the information they have provided to West Midlands Combined Authority.
5.4 If the ticket holder does not wish to receive such information they may choose not to do so by notifying West Midlands Combined Authority by post, telephone or email.
5.5 We will only disclose the ticket holder’s information to others in the following circumstances:
5.5.1 When we are legally obliged to do so.
5.5.2 When there is a duty to disclose in the public interest.
5.5.3 Where disclosure is necessary to protect West Midlands Combined Authority interest (i.e. to detect crime or fare evasion).
5.5.4 Where the ticket holder gives us permission to do so.
5.6 We will retain the ticket holder’s information for the period that they have a corporate ticket registered in their name in order to comply with these terms and conditions.
West Midlands Combined Authority/Network West Midlands
Tel: 0345 303 6760