Contact Us

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?

  • Please read the information below before you make an enquiry.
  • Please check information across our website first, use the search feature at the top to help.
  • If your enquiry is about bus, train or tram operations, service levels, complaints or tickets then please check the latest information here and contact the operator directly.
  • Please be patient. We are doing everything we can to get you answers in these unprecedented times.
  • If you have already sent us an enquiry, please don’t send it again. We will get back to you.
  • Thank you for your co-operation and understanding, please stay at home and be safe.

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.

  1. Reinstate your Direct Debit using the online link. You will need your Direct debit reference number
  2. Once you have reinstated your Direct Debit you can start travelling using your Swift card again

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:

  • It will not be possible to apply for a new Disabled persons travel pass until further notice.
  • If your existing Older Persons or Disabled Persons travel pass is due to expire before 30 September 2020, you do not need to get in touch as we will send you a new one automatically. If you have not received your new pass 2 weeks before your current one expires, then please contact us.
  • We are only able to replace lost Swift passes until further notice.
  • If you receive your annual travel pass from us via your company’s Corporate Travel Scheme, we will be unable to offer you a new pass when your current pass expires until further notice.
  • We are unable to provide 1st class ticket add-on tickets until further notice.
  • Applications or requests for scratch-off tickets, cycle lockers, accessibility products and class passes cannot be processed until further notice.


Still need our help?

We offer several different ways for you to contact us.

Social Media




0345 303 6760


Please fill in the Contact Form below

Write To

Customer Services

PO Box 9421


B19 3TR


Customer Services Opening Times

  • Monday to Friday 8am – 6pm (except Wednesday 10am – 6pm)
  • Saturday, Sunday and Bank Holidays – Closed
Contact Form

If your enquiry is urgent or time sensitive then it will be quicker to call us. 

Contact Form

For travel pass enquiries we aim to reply within 2 working days. For all other enquiries we aim to reply within 10 working days. 

Contact Us

Lost Travel Passes

Lost your travel pass?

You can replace the majority of these online!

Replace lost pass

Bus, Train and Tram Services

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.

Blind and Disabled Pass Applications

Already applied?

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

Find out more

Fix it

Spotted a problem with a stop, shelter or real time information screen?

Report it

Customer Charter (Bus Alliance)

Working in partnership with all the bus operators of the West Midlands we are proud to deliver a Customer Charter.

To view the Charter please click here

Find out more about the Bus Alliance

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Swift Pay As You Go

If you pay cash fares to travel, PAYG is the smarter and cheaper way to travel by bus and tram in the West Midlands.

Find out more