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How do I travel with my Flexi ticket?

You must tap-in and tap-out at the ticket barrier or a platform validator at either end of your journey to activate your ticket. Failure to do so could result in a penalty fare. A customer boarding a train without tapping in first is considered to not have a valid ticket. 

What should I do if the ticket barriers are out of order?

Please tap-in and tap-out as normal even if the ticket gates are forced open. Northern colleagues will also be on hand to help.

Are individual tickets refundable?

Only if you are unable to complete your journey. However, passes are non-transferable. Please contact the Customer Experience Centre on 0333 2220127.

What do I do if I have problems with my Smart card or loading a ticket?

If you encounter an issue with your card or Smart season ticket call our Customer Experience Centre on 0333 2220127. Station colleagues should also be on hand to help.

To help us with your enquiry please have ready:

  • Times/dates 
  • Any transaction references and error messages
  • Your 18-digit Smart card number (on the front of the card)
  • The product you are trying to load