Commuter COVID-19 FAQ's | The Kings Ferry | Coach Hire Company UK

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Commuter COVID-19 FAQ's

How do I freeze my commuter ticket?

All commuter tickets have been frozen. The validity of tickets will be extended to reflect the duration for which tickets have been unused.

How do I reinstate my commuter ticket?

Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system as well as within these FAQ's so that passenger requests for ticket reinstatements can be submitted.

How long does ticket freezing last for?

As standard, ticket freezing will last for the duration in which our services are suspended, starting from Monday 6th April. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again so that we can extend your ticket accurately.

I am awaiting a response from my email, what is the best way to contact you?

We apologise for any delay in our responses. Due to the COVID-19 outbreak, we have had limited staff available to answer customer queries. We hope that these FAQ's have answered your questions. Should you wish to talk to a member of our teams, please use the live chat function by clicking here.

I have recently retired, am I able to get my ticket refunded?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

I have been charged for a commuter ticket even though the services is not running, how do I get a refund?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

What areas does your commuter service normally cover?

Our standard London Commuter Services cover areas of Medway, Maidstone, Swale, New Ash Green, Meopham and Vigo. Prior to the suspension of our service, routes were reduced to cover Swale and Medway only. For further information on our services, please click here

What is the refund policy for NHS staff & keyworkers who have purchased tickets that have not been used due to COVID-19 service suspension?

All commuter tickets, including those held by NHS staff and keyworkers, have been frozen as standard since our services were suspended so you have not lost out on the remaining travel period on your ticket. Services are scheduled to resume very soon and we expect to be in a position to confirm a launch date prior to the end of June 2020. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

What is the refund policy on purchased tickets that have not been used due to COVID-19 service suspensions?

For tickets that have not been used during the COVID-19 outbreak and service suspension period, an extension reflecting the duration in which services have been suspended will be added onto all tickets. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

Will my ticket remain frozen until I return to work?

As standard, your ticket will be frozen from Monday 6th April 2020 up until our services resume. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again.

Will the validity of my current ticket be extended when services resume?

Yes, all tickets will have an extension of its validity period to reflect the duration for which our services were suspended.

My shift pattern will change when I return to work therefore will not need to travel as often, how will this effect my existing season ticket and will I be able to claim money back?

We are able to convert your current ticket bundles of singles or return journeys for you to allow extra flexibility in your travel. Prior to the relaunch of commuter services, a form will be shared with customers via our commuter email system asking for you to confirm the exact date you stopped travelling and the date you intend to start travelling again. We will also ask you to confirm whether you need to transfer your existing ticket to another ticket type to allow greater flexibility.

When will the commuter service resume?

Our the team is busily mapping out what services will look like post Covid-19. This includes the introduction of advanced cleaning systems and social distancing measures as well as reviewing routes and timetables to ensure that services are sustainable for the long-term. We expect to be in a position to confirm details of our commuter service relaunch before the end of June 2020.

Will the timetable be the same as the previous contingency timetable?

We hope to be able to provide a more comprehensive timetable than the reduced contingency timetable operated just prior to the lockdown. Our the team is busily mapping out what services will look like post-Covid-19 including the introduction of advanced cleaning systems and social distancing measures as well as reviewing routes and timetables. This is to ensure that services are sustainable for the long-term.

When will the timetable for services from 1st June be available?

We expect our new timetable to be available on our website by 28th May 2020. To ensure that we are able to supply a commuter service that meets your travel requirements and offers complete peace of mind when it is safe to do so, please complete a short survey via the following link

Are you currently running any commuter services?

On Monday 6th April 2020 inline with Government guidelines and for the safety or our customers, staff and country, we suspended all commuter services.

Can I claim back money on tickets/credits that have not been used due to COVID-19 service suspensions?

All commuter tickets will receive an extension of its validity to reflect the duration for which the service has been suspended. If you are not planning to travel with us when our services resume, please click here to complete our online form to request a refund. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

Can I extend the validity of my existing ticket?

All commuter tickets have been frozen as standard and will receive an extension on its validity to reflect the duration for which that service has been suspended.

Can I freeze a single ticket?

Yes, all ticket types have been frozen as standard and will receive and extension on its validty to reflect the duration for which that service has been suspended.

Can I freeze tickets that I have purchased but not yet activiated?

Yes. All commuter tickets including those with unactivated credits have been frozen as standard and will receive an extension on its validity to reflect the duration for which that service has been suspended.

Can I use my existing ticket when the service restarts?

Yes you can. All tickets have been frozen and will gain an extension on their validity period when the our services resume.

How do I cancel my ticket?

Due to the current Covid-19 situation, we are offering pro-rata refunds on all ticket types for a limited time, this is outside of our normal terms and conditions. To apply for a ticket refund, please click here to complete our online form. Once complete, we will arrange payment to the nominated account as soon as possible. Please be aware that due to the current situation, refunds are taking longer to process than normal.

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