INDUSTRIAL ACTION

1 February 2024

Industrial Action Refunds

All refunds will be based on unused travel during the Industrial Action period – all other unused travel that does not fall within this period will not be refunded. Refund requests must be made after the industrial action has ended and before 29th February 2024.

Metro Travelcards and UB Town Service cards – Day, Weekly & Monthly Travel

  • If a customer has valid travel on their card during the industrial action period, they should claim a refund once industrial action has ended.
  • Customers should email smartpass@translink.co.uk with their SmartLink card number, name, address and mobile number (UK number) and advise they would like a refund due to industrial action.
  • Refunds will be based on unused days during this period and no admin fee will be taken.
  • SmartPass Office staff will issue a QCV OpenPay refund which can be transferred directly into a personal bank account.
  • Alternatively, a customer can complete a refund request form at any main bus/rail station/Belfast Welcome Centre.  Please note they do not need to return the card but must provide the card number on the form and note the refund is due to industrial action.
Metro and UB Multi-Journey cards
  • These card holders should not be affected.
  • If a customer’s card is due to expire on the day of industrial action, they can top-up their card prior to the expiry with a minimum of 10 journeys to extend the expiry date for a further 6 months.
mLink
  • If a customer has a valid mLink ticket during the strike period, they should claim a refund once strike action has ended.
  • Customers should contact mlink.admin@translink.co.uk with their name, mobile number and advise they require a refund due to industrial action.
  • If applicable, refunds will be processed through the customers original payment method or as a voucher which can be used towards a future mLink ticket purchase.
aLink
  • Applicable to customers who have a current aLink card for travel on bus and/or rail services.
  • The customer should email pass.office@translink.co.uk with their aLink card number, name, address and mobile number (UK number) and advise they would like a refund due to industrial action.
  • Refunds will be based on unused travel and no admin fee will be taken.
  • Pass Office staff will check that travel has been paid for before issuing a refund.  If any unpaid Direct Debits are outstanding on the account, no refund will be issued.
  • If applicable, Pass Office staff will issue a QCV OpenPay refund which can be transferred directly into a personal bank account.
iLink/Belfast Visitor Pass
  • If a customer has valid travel on their card during the industrial action period, they should claim a refund once industrial action has ended.
  • The customer should email smartpass@translink.co.uk with their iLink/BVP card number, name and mobile number (UK number) and advise they would like a refund due to industrial action.
  • Refunds will be based on unused travel and no admin fee will be taken.
  • If applicable, SmartPass Office staff will issue a QCV Openpay refund which can be transferred into a personal bank account.
NIR Paper Weekly/Monthly/3-Day Select Tickets
  • Customers should return their ticket to the Ticket Office it was bought from in order to receive a refund.
  • Customers who have purchased online should submit a query on www.translink.co.uk/contactus, quoting their Order Number (beginning with TRN).
Cross Border (And Airport 300) Bus Services
  • Online bookings are currently suspended for Thursday 1st February 2024. Passengers who have already purchased tickets for Goldliner X1-X5 and Airport 300 services for this date are being contacted to organise refunds.
Cross Border Train Services:
  • Online bookings are currently suspended for Thursday 1st February. Passengers who have already purchased tickets for Enterprise services for this date are being contacted to organise refunds.
TVM Paper Tickets
  • If a customer has purchased a paper ticket at the TVM during the industrial action period, they should claim a refund once industrial action has ended.
  • Customers should return their paper ticket to the Event Monitoring Team, Translink, Floor 1, 22 Great Victoria Street.  A letter should be enclosed alongside the ticket to detail their name, address and mobile number (UK number) and advise they would like a refund due to industrial action.
  • Refunds will be based on unused days due to industrial action and no admin fee will be taken.
  • Staff will issue a QCV OpenPay refund which can be transferred directly into a personal bank account.
  • Alternatively, a customer can complete a refund request form at any main bus/rail station/Belfast Welcome Centre.  Please note they must provide the ticket receipt and note the refund is due to industrial action.
Additional Information
  • All refund claims must be received before 29th February 2024. 
  • No refunds will be processed after 29th February 2024.
  • Customers cannot apply for refunds through Smartlink or PayPoint Agents.