Compensation for 2019/2020 KCC 16+ Travel Saver

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We have been carefully considering the best way to make sure that parents are fairly compensated for the period that their child has not been able to use their pass as a result of the partial closure of schools.

The situation is complex because of the nature of the way we subsidise this scheme and how people choose to pay for their pass. Consistent with government advice, we are also continuing to pay bus operators to protect future services, meaning that our costs to provide this scheme have not reduced.

The terms and conditions of the 16+ Travel Saver scheme (PDF, 100.4 KB) allow for refunds (whereas the under-16 scheme doesn’t).

In accordance with the terms and conditions of the 16+ Travel Saver scheme, refunds are calculated on the number of full school terms remaining within that school year. Since schools closed at the end of March, we have calculated that a refund of £123.34 will be due (because there were 2 full terms left in the school year).

How we will process reimbursements

  • If you paid in full when you applied for your pass, your refund will be processed via your original payment option.
  • If you paid by card, we will provide the compensation amount to that card.
  • If you paid by cheque, we will be in contact to get your bank details.
  • If you paid by direct debit, you will know that we decided to suspend the final instalment due on 28 March. We will deduct this amount from the refund we have calculated that you are owed and pay the remaining balance of the refund into your account.

We have more than 25,000 records to reconcile and more than 10,000 payments to process which will take some time to do, but we hope to complete this within the next 6 – 8 weeks. Please do not contact us during this period as we will not be able to provide any further information or process payments any quicker. We do appreciate your continued patience.

Your current pass

Please keep your current Travel Saver pass because it is still valid for the rest of this school year. We do not need them to process payments.

What to do if you have a detailed or complex enquiry

If you have a more detailed enquiry about your particular situation then please email tsrefunds@kent.gov.uk. Our staff are working with restricted capacities due to the current situation and are prioritising processing compensation payments to parents and applications for the new school year but will respond as quickly as possible.

If you wish to make a complaint then please use our formal complaints process. It is important that you put any complaints in writing as the staff that you can speak to will not be able to change the approach agreed.