Mobile Onboard and My Mobile Tickets

Important Update from Mobile Onboard and My Mobile Tickets

Updated 09 Sep 2020

Along with every other business globally, we are in unprecedented times as the crisis caused by the COVID-19 virus continues and we want to give you an update regarding the My Mobile Tickets service.

Following the UK government advice, in order to reduce the spread of COVID-19 and to reduce the risk of our team contracting it, most of our staff are working remotely.  This means that the services and support that we provide to you are still fully available.  However, due to factors such as school closures, travel restrictions and increased sickness leave means that our available resources to help you will be significantly affected, which may mean that it could take us a bit longer to respond to your queries and provide assistance.

When purchasing new tickets, we recommend that you do so several days in advance of travel in case you need assistance, which can then be given in good time.

PLEASE NOTE:  There will be no telephone support available for ticketing enquiries at this time.  Please submit an email to help@mymobiletickets.com with your account mobile number and the nature of your query, and an agent will call you back if necessary, although usually most queries can be dealt with over email.

Ticket Freezing

If you have an existing season ticket with time still remaining on it, you can request to have your ticket frozen immediately, and then resumed again when you are ready to use it.  You will not lose any journey time on your ticket and it will ensure that you are ready to travel again straight away when you are able to without buying a new ticket.

To request a freeze on your ticket due to COVID-19 then please submit a support ticket to help@mymobiletickets.com with your ticket serial number and account mobile number and we will arrange this for you if approved by the operator.

If you are a NET Tramlink ticket holder, the above does not apply - please see here for further information.

Refunds and Cancellations

The default policy in accordance with the terms and conditions has always been that refunds are not available on tickets that have already been activated unless there is an issue for which the operator or Mobile Onboard is responsible for, and ticket cancellation full refunds are at the discretion of the operator.

However, as you can imagine, we have been inundated with requests for ticket freeze requests, cancellations and refunds due to a large number of people now working at home and not requiring travel to their place of work or school.

Whilst we will do everything we can to work with the transport operators to facilitate refunds in due course, we will not be processing any further refund requests until further notice.  This is because of the resource overhead required to process these, coupled with the reduced staffing levels both here and with the transport operators from whom we have to obtain approval from.  Refunds could typically now take about 28 days to process.

Refunds can only be issued if you purchased your ticket within the past 180 days.  This is because of the rules set out by the card processing companies and PayPal.  Refunds can only be paid back to the card method originally used to purchase the ticket.  This is in line with e-money and anti-laundering regulations.

You may want to consider freezing your ticket instead, as mentioned above.

At this time, we have removed the button from the My Tickets page to cancel tickets and request a refund.

If you would like to request a partial or full refund due to COVID-19, as appropriate, then please submit a support ticket to help@mymobiletickets.com with your ticket serial number and account mobile number and we, along, your transport operator will consider the request.

Please be aware that refunds are at the discretion of the transport operator, and are not guaranteed in accordance with their terms and conditions, but the industry fully understands the unique times we are all facing currently.

If you are a NET Tramlink ticket holder, the above does not apply - please see here for further information.

Please keep safe - The My Mobile Tickets Team.