The NET Travel Centre located on King Street in Nottingham's Old Market Square, will be permanently closing on the 25th of March, 2025

The NET Travel Centre, which opened on the 10th of July, 2013, will close its doors for the final time on Tuesday, 25th of March.

We understand that while many of our customers may not need to visit our Travel Centre, others may need a little more support. We want to reassure you that help is on hand with your travel and ticket enquiries.

For help and advice, please see the information below, or to skip ahead to advice that is relevant to you, click one of the headings below in the table of contents:

TABLE OF CONTENTS

• I'm new to Nottingham / I need some travel advice
• I want to purchase single, daily or weekly tickets
• I want to buy my first tram-only season pass
• I want to extend my Robin Hood season pass
• I need advice about concessionary travel cards
• I need to update my Tram2Work (Work by Tram) pass
• I need to order a student season or academic pass
• I need to make a large group/school booking (20+ people)
• I need to pay a penalty fare
• I need to request a refund
• I had an issue with a ticket machine
• FAQs

I'm new to Nottingham / I need some travel advice

If you're new to Nottingham or would like some more information about the tram network, we have a support site with several helpful articles, including network maps, tram frequency guides, ticket prices, advice for customers with reduced mobility and so much more. Please click here to start browsing all of our support articles.

If you want to speak with a member of our customer relations team, then please get in touch and we would be happy to help you. Our contact information can be found here.

I want to purchase single, daily or weekly tickets

Our single, daily and weekly tickets are available to purchase on our ticket vending machines located on every tram platform. They are also available on the NET GO! app

NET is also part of the Nottingham Contactless scheme and offers instant contactless payments for contactless Short-hop journeys, as well as adult single and daily tickets. Tapping your payment card or device on our green card validators will cap your journey at the lowest price, even when travelling on a combination of trams and buses. You can find out more information about Nottingham Contactless here: https://nottinghamcontactless.co.uk/

Please remember that you must purchase your ticket before boarding the tram. We operate with zero tolerance to fare evasion and anyone found travelling without a ticket, or with an invalid ticket which includes tickets purchased whilst onboard the tram, will be issued a penalty fare notice.

I want to buy my first tram-only season pass

If you travel on NET trams frequently, then our season pass products offer the best value for money. We have passes offering unlimited tram travel covering 1, 3, 6 or 12 months. We also have discounted academic passes for students of all ages. 

All of our season pass products are available on the NET GO! app which is the easiest way to purchase your season tickets. Once your season pass has been purchased and loaded on your NET GO! account, there's nothing more you need to do. Simply travel as much as you like whilst your season pass is active and show it to our staff if they request to see your ticket. Please note that it is your responsibility to ensure you're able to show your ticket upon request, so keep an eye on your phone's battery levels.

If you would rather have a physical card, you can order your first tram-only Robin Hood card online. You can click here for the latest prices on all of our tickets and season travel cards, or start your application for your first Robin Hood tram-only season card by clicking the following link: Robin Hood Tram-only application

I'm sorry, but due to the NET Travel Centre being closed, we will no longer be able to take cash payments for your season pass. Your first pass needs to be paid for by card using the link above. Any extensions after you have received your pass can be paid for by cash by using our ticket vending machines. For more information on extending your season pass when paying with cash, please click here.

I want to extend my Robin Hood season pass

Did you know, you can now extend your Robin Hood season cards on our ticket vending machines? Our ticket machines are the quickest way of extending your Robin Hood tram-only and tram & bus cards. Touch the ticket machine screen, select 'top-up' and follow the on-screen instructions. You can pay with cash, card, Apple Pay or Google Pay. For more information about extending your Robin Hood cards on our ticket machines, click here.

If you would rather extend your Robin Hood tram-only card online, you can log in or create your account by clicking here. Log in, if you already have your Robin Hood tram-only account set up, or use the password reset if you've forgotten the password. Once you're logged in, you will see your tram-only card information, which should match the card you are using. Follow the instructions to select an extension of either 1, 3, 6 or 12 months.

If you're setting up a new tram-only account online and you already have a tram-only season card, click the 'create account' link and follow the instructions. Please note that your login information (email address) must be unique. If the system states that the email address is already in use, it could be attached to a different account (tram & bus or old pay-as-you-go account). If this happens, either try the password reset function and check the card details match your tram-only card, or sign up using a different email address (work or academic email address).

If the above options are not suitable, or you're experiencing any difficulties with the website, please reach out to the customer relations team. These enquiries are best dealt with via email, so please reach out to us at [email protected] 

We will help you with setting up or accessing your account and ensure that you can access the website in the future.

I need advice about concessionary travel cards

You can use Nottingham City and Nottingham County Council concession cards on the NET system without any charge at selected times (between 9:30-23:00 Mon-Fri and all day Sat & Sun).

Our customer relations team are not directly responsible for producing or managing concessionary travel cards, but you can find a few useful articles about concessionary travel or applying for concessionary travel cards by clicking here.

If you're from outside of Nottingham and wish to travel on the trams, we offer a reduced-price concessionary tram ticket for anyone carrying a concession card from a different area/city. These tickets are only available from our ticket vending machines.

Please remember that you need to scan your Nottingham City and Nottingham County Council cards before boarding the tram. We operate with zero-tolerance for fare evasion and these cards are required to be scanned before starting your journey in the same way they are scanned when entering a bus. Bright green card readers are located at the end of each platform. Tap your card and look out for a green tick on the screen to show your card was successfully scanned.

If you have any more questions, please contact our Customer Relations Team.

I need to update my Tram2Work (Work by Tram) pass

If you have a Tram2Work (Work by Tram) season card that is due to expire and you want to order an extension, you will need to speak to your company benefits provider or employee benefits department. This may also include your company's Human Resources department if they are responsible for any staff benefits. Over the past couple of years, we have changed how discounted work travel passes are purchased and produced. You will need to speak with your company benefits department to order your season pass extension or new travel card (if you've not already enrolled in discounted tram travel).

Your benefits department will place an order with our team and once the order has been processed, your company will email you instructions on how to update your tram2work card. These extensions are now done online by adding a unique verification code (UVC).

For a detailed step-by-step guide to extending your Tram2Work season pass, please click here.

If you have any more questions, please reach out to our Customer Relations Team.

I need to order a student season or academic pass

All of our student tickets including academic tickets are available to purchase on the NET GO! app

If you want to buy a student Robin Hood tram-only season pass (physical card) then you can apply for a new pass or extend your current pass online by clicking here.

If you have been issued with a unique verification code (UVC) by either your college, university or student accommodation, then you can order your new season pass or season pass extension online. 

For a detailed step-by-step guide to ordering your student academic pass using the UVC, please click here.

If you have any more questions, please reach out to our Customer Relations Team.

I need to make a large group/school booking (20+ people)

The easiest way to organise a school trip or large group booking on the NET system is to contact the NET customer relations team via email. Please note that we can only accept large group bookings of 20 people or more. Groups under 20 people will be required to purchase tickets at the ticket vending machines or the NET GO! app 

For school or large group bookings, please email [email protected] and include the following information:

• Name of school/organisation
• Number of adults and number of children travelling
• Date and time you are starting your journey
• Where are you travelling to/from (tram stop names)

Once we have a quote for your booking, we will send you a secure payment link which can be paid for via credit/debit card.

I need to pay a penalty fare

If you've been issued a penalty fare and you need to make a payment, this must be done online. You can find out more information about penalty fares and also find a link to make your payment here: Penalty Fares

Please note that we are not able to take payments over the phone. Our customer relations team are not responsible for penalty fares or appeals and therefore we will not be able to answer any penalty fare related enquiries over the phone. For payments or information regarding payments, please click the link above. For more information regarding penalty fare appeals, please click here.

I need to request a refund

If you'd like to speak to us about requesting a refund, you can contact our Customer Relations Team.

For more information on our refund policy, please check our Terms and Conditions and our Conditions of Carriage

I had an issue with a ticket machine

We're sorry if you have experienced an issue with our ticket machine. Please remember that we have customer help points located on every tram platform. Please use the help points to speak to a member of the customer relations or control room team if you're experiencing any difficulties. We can offer you support.

Please remember that you need a ticket before boarding the tram, so please do not board the tram without a ticket, even in the event you have experienced an issue with the ticket machine. Please use an alternative ticket machine on the opposite side or speak to us at the customer help point.

Please see below for further advice:

• I have purchased the wrong ticket - It is your responsibility to purchase the correct ticket for your journey. Take care when selecting the tickets you need. Please check your 'basket' before paying for your tickets to ensure you're only paying for the tickets you need. We may not be able to refund incorrect tickets purchased by mistake. We may consider a refund though, if you have purchased the correct ticket alongside the incorrect one. Please contact the Customer Relations Team.
• I paid but my ticket did not print - Please use the customer help point for advice. We can check the machine and view you on our CCTV to see what has happened
• I didn't get all of my change - If you've not received all of your change, it may be an issue with the change dispenser or the machine has simply run out of change. Please take note of the time and date and the ticket machine number which is found next to the change dispenser tray. This information can also be found on your ticket. Send the information, and a copy of your ticket if possible, to [email protected] and our team will assist you.
• My money was taken without issuing a ticket or my notes were stuck - Please report this as soon as possible via the customer help points so we can offer you advice and check the machines and CCTV. Please remember, our machines DO NOT accept £20 notes for any transaction under £10. You will need to contact the customer relations team so we can look into this issue. Please take note of the time and date and the ticket machine number which is found next to the change dispenser tray. Send the information to [email protected] and our team will assist you.

FAQs

Q. Why is the travel centre closing? - Over the past few years, we have introduced new ways of purchasing your tickets and season passes, making it easier than ever to buy your tickets for tram travel. This includes our tram ticketing app, NET GO! and launching contactless payments on our green card validators, offering instant payments for short-hop, adult single, daily and multi-operator tickets. (Click here for more information on our tickets) We've also introduced new ways of contacting us by offering instant responses via our website's live chat feature and multi-media messaging via WhatsApp. We've also introduced our Customer Support Portal, which offers several articles and step-by-step guides on purchasing your tickets and travelling on the NET system. (Click here for our contact information) All of these positive changes have led to a significant decrease in footfall in our travel centre. We will continue to offer customer advice and support and our staff will still be active on our network, should you need to speak to somebody in person. 

We will be re-investing any cost savings from the closure of the NET Travel Centre to improve the customer experience. We are investing in additional police support on the network, providing better security and reassurance to our fare-paying customers by tackling fare evasion and anti-social behaviour by increasing police presence on our ticket inspection operations.

Q. Is this a trial period or will you be moving to a different location in the future? - It's unlikely we will be looking to reintroduce a NET Travel Centre. As mentioned above, there are now more ways than ever to purchase your travel tickets or to contact our customer relations team for support.

Q. How can you support customers who do not have access to the internet? - We live in a digital age but we understand that not everybody has access to the internet and may need advice and support or copies of our network maps and timetables. Our customer relations team would be happy to help and you can get in touch with us over the phone at 0115 8246060. For general travel advice for Nottingham, the Nottingham Travel and Tourism Centre in Nottingham's Old Market Square is available for any general travel enquiries The Robin Hood team are also located in the Tourism Centre and would be happy to help with enquiries regarding the Robin Hood network, including information for Nottingham City Concession cards. Click here to find the address and opening times.

Q. Can I buy a season pass with cash? - If you are buying your first tram season pass, then this must be purchased by card. Please see the article above regarding how to purchase your first season card. Once you have your travel card, it can be extended by topping up at one of our ticket vending machines, which can be paid for via cash or card. If you do not have access to a payment card or payment device, please get in touch with our Customer Relations Team and we'll be able to discuss how we can support you.

If you have any more questions about the closure of the NET Travel Centre or need further support or advice, please get in touch with our Customer Relations Team