COVID-19 Important update on getting in touch
Our team are working from home as our office is closed in line with the latest Government advice. They, like many of you, are adjusting to this new way of working while trying to juggle home schooling or looking after family members. Please bear with us at this time, we are doing everything we can to keep our services open.
How can you help us, help you?
Need to suspend your direct debit/travel pass?
If you pay for your monthly ticket by Direct Debit through TfWM’s Direct Debit scheme (payments will appear as “WMCA” on your bank statement), you can cancel your direct debit with your bank who will let us know so we can update your account. You can do this via your mobile banking app, online banking or telephone banking, please do not call or email us to do this as this will take much longer.
If you do not purchase your ticket via TfWM’s Direct Debit scheme, please contact your scheme provider directly.
Need to request a refund on a travel pass?
We understand that this is a very difficult time and so we are relaxing the rules across many ticketing schemes in order to provide refunds for customers who have been unable to travel. Read our Frequently Asked Questions to see if you are eligible.
Need to reinstate your direct debit/travel pass?
TfWM has emailed existing Direct Debit customers with instructions on how to reinstate their existing Direct Debit for when they are ready to use public transport again.
Do not apply for a Direct Debit/travel pass online as a new customer. Customers need to use the link contained within the email to reinstate their Direct Debit/travel pass.
If you don’t need to reinstate your Direct Debit at the moment, keep the email we have sent you safe as you can use this service at a later date. We will let you know if this changes.
If you decide not to return to using public transport, you don't need to do anything else.
Changes to our services
Due to the current COVID-19 outbreak, we have had to make some changes to the services we can provide:
Still need our help?
We offer several different ways for you to contact us.
0345 303 6760
Please fill in the Contact Form below
PO Box 9421
Customer Services Opening Times
If your enquiry is urgent or time sensitive then it will be quicker to call us.
For travel pass enquiries we aim to reply within 2 working days. For all other enquiries we aim to reply within 10 working days.
Lost your travel pass?
You can replace the majority of these online!
Buses, trains and trams are operated by private companies in the West Midlands.
Therefore, if you have an enquiry about a specific service or lost property, you will need to contact the operator directly.
Please note it can take up to 8 weeks to process your application.
Would like to apply?
Click below to find out how to apply for a new Disabled Person’s Free Travel Pass
Spotted a problem with a stop, shelter or real time information screen?