Replacing lost travel passes
While any request for a replacement rail or bus pass is being considered, you will be responsible for the costs of travel to and from school for your child, and these costs will not be reimbursed. Any charge made for a replacement pass will not be reimbursed. Below is the guidance provided by the issuing companies:
If your Smart Card (ticket) is lost or stolen, first please report it to the station where you travel from, in case it has been handed in. If this is not successful, then call the Smart Card Support Team on 0345 600 7245 (option 9) who can cancel it remotely so that it stops working. A charge may be made for replacement of lost cards and they may only issue one duplicate card in any 12 month period. Please note that if you contact the Smart Card Support Team, there may be some call waiting delays as the phone lines are often busy. Alternatively, you can contact Greater Anglia.
If you lose your Season Ticket report this immediately to the ticket office at the station you travel from. If it is stolen you should also report this to the police. If it cannot be recovered, an application for a duplicate will be considered and you can do this at the station. C2C may ask you or others for information, and there is an administration charge for a duplicate ticket. A second request made within a 12 month period is likely to be reviewed by the Revenue Team. Alternatively, you can report your card lost or stolen through the Smartcard section online.
Visit the Southend Travel Centre or contact ARRIVA on 0344 800 44 11 followed by option 2, option 5 then option 4 to report the lost pass. You will be asked for the pass number and your child’s name. If it has been handed in, they may be able to return to you. If this is not successful, you should then send an email to email@example.com, providing your child’s name, date of birth, pass number, details of when and how the pass was lost and confirming when the Travel Centre was contacted. Each request for a replacement will be considered individually and if approved, a replacement will be provided free of charge. Only one request for a replacement pass will be considered for each academic year .
You should visit the Southend Travel Centre to find out if it has been handed in. If this is not successful, call First Bus on 07976 702580 or email firstname.lastname@example.org and provide information about the pass (including details of the child it was issued to, the address it was sent to, when, where and how it was lost). Staff at First Bus will then deal with your enquiry and respond to you directly. At their discretion, First Bus will issue a replacement ticket upon payment of an administration fee. If a ticket is lost on more than one occasion, First Bus may offer a further replacement, but it will be at their discretion and the full cost may be charged.