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FAQs

I want to cancel

If you are thinking of cancelling because of a job or house move, you might not need to. You can change your ticket route either by logging into your dashboard and requesting a changeover; or emailing the details of your new commute to customerservice@commuterclub.co.uk

If you do want to cancel, we can process your cancellation on receipt of that ticket. When sending back your ticket please use Recorded or Special Delivery with proof of postage. A lost ticket could delay your cancellation and Commuter Club is not liable for any tickets lost in the post.

More information on the cancellation process can be found here

I want to change my ticket route

Even if you move house or change jobs, if you're still commuting then changing your route is always the best option for you - and also easy with CommuterClub!

Let us know what zones you would like and we will provide you with simple instructions on what to do next. You will need to return your ticket to the address provided so we can send you a new one.

We will update your payment plan to reflect the new ticket and will send you a new schedule.

I have changed banks. Will this affect my repayments?

Your new bank should automatically transfer all Direct Debit mandates. You can check this has taken place at your dashboard or by getting in touch with our Customer Service team at customerservice@commuterclub.co.uk.

How do repayments work for my new ticket?

If you're moving from a cheaper ticket to a more expensive ticket, your new repayment will always be higher than the cost of an equivalent monthly ticket. Why?

You can think of it this way: every month you pay towards your "half price" 12th month, which is now for a more expensive ticket.

As such, we adjust your repayments to take into account the lower contributions from your original ticket.

The reverse is also true: if you moved onto a cheaper ticket, your repayments will now be less than the equivalent monthly.

In any case, we'll send you our full calculations so you can see how we arrived at your new repayment amount and we can assure you that a changeover is always the best value for money versus cancelling.

There are no fees to change your commuting route. You'll still unlock the savings of an Annual and still receive a free month. Once we confirm the new ticket, we look at the pro-rated cost of your old and new Annual tickets (put simply: the daily cost of your Annual tickets) and calculate the new payment plan. We keep things really simple and transparent. Our fee is always 5.6% on the Annual costs and this is included in the monthly payments.

How do I update my new address details?

It's easy to update your address details! Either use your dashboard or by getting in touch with our Customer Service team at customerservice@commuterclub.co.uk

Can I access my journey history on TfL?

You can ask for a journey history at any TfL ticket machine or kiosk. If you would like to view your journey history online please contact us at customerservice@commuterclub.co.uk.

What happens if I need to cancel my ticket?

If you are thinking of cancelling because of a job or house move, you might not need to. You can change your ticket route either by logging into your dashboard and requesting a changeover or emailing the details of your new commute to customerservice@commuterclub.co.uk

If you do want to cancel, please call 0203 476 5002 and we will confirm where to send your ticket. We can process your cancellation on receipt of that ticket.

When sending back your ticket please use Recorded or Special Delivery with proof of postage. A lost ticket could delay your cancellation and Commuter Club is not liable for any tickets lost in the post.

How do cancellations work?

You will only ever pay for the period during which you had your ticket and the amount of interest due is calculated based on the monthly cost of your ticket.

The outcome of your cancellation depends on how long you have had your ticket for, and what payments you have made up to the date of cancellation.

The cost of your ticket in this scenario will be a combination of monthly, weekly and daily tickets instead of a lower cost annual ticket. Please refer to the National Rail Conditions of Travel for more information on season ticket conditions.

If you cancel during the 12 months that your ticket is valid for, any discounts or "free travel" you received during that period will be reclaimed on cancellation.

Where there is an outstanding balance to pay, we will collect it from you at point of cancellation or deduct from any refund due to you.

On some occasions, when your cancellation is processed too close to your Direct Debit date, we will take a final Direct Debit and then refund any amount due to you. Please do not cancel your Direct Debit at point of cancellation.

As part of our commitment to being totally fair and transparent, we will share our calculations with you when we discuss what you need to pay.

What happens if I need to cancel my ticket?

If you are thinking of cancelling because of a job or house move, you might not need to. You can change your ticket route either by logging into your dashboard and requesting a changeover or emailing the details of your new commute to customerservice@commuterclub.co.uk

When sending back your ticket please use Recorded or Special Delivery with proof of postage. A lost ticket could delay your cancellation and Commuter Club is not liable for any tickets lost in the post.

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CommuterClub Ltd. Rivington Place, London, EC2A 3BA, Authorised and regulated by the Financial Conduct Authority
License Number 723733. Registration details www.fca.org.uk Registered in England and Wales