Travel & Transport FAQs

General details

How much will it cost?

Pass costs vary between providers and depend on how many zones you want.  Click here to be taken to the current price list.  Rail prices are available on request. If there is a price change part way through your pass period there will be no change in your price until you renew your pass.

When will my pass start?

Passes start on 22nd of the month.  We cannot change this and no pass will be valid before this date.

Will you tell me when my pass is ready?

We do not let staff know individually when passes are available for collection, but details of when and where passes are available each month can be found by clicking here.  Usually passes are available from 21st of the month.

When will my pass expire?

Except for Network 1 passes, all passes will expire 12 months after they became valid on 21st of the month at 23.59.  All Network 1 passes expire on 21st March at 23:59 with no exceptions.

Will you tell me when my pass is going to expire?

We do not routinely tell staff when passes are due to expire.  It is your responsibility to make a note of when your pass will expire and to renew in time. We may put communication out with regards to the March deadline for Network 1, but this is not guaranteed.

My Trust isn’t listed on the application form – what do I do?

We only offer this scheme to certain partner organisations.  If you are a LET/HEE doctor working in Newcastle upon Tyne Hospitals, please contact us before applying for the pass.

If your organisation is not listed and you want to access the scheme please ask the person in your organisation responsible for staff benefits to contact us and we can discuss it further.

I don’t know which pass I need – can you help?

We can give some general information, but you will need to know which providers you will be using.  We cannot give information of specific bus routes, we’d recommend going to https://livemap.nexus.org.uk/#/liveDepartures to find out routes in your area or look on the suppliers websites.

I don’t have access to email at work – what should I do?

You can use a personal email address – please just make sure that you check this on a regular basis as we will email you if we have any issues.

I have a question about my pass – who do I contact?

Have a read through all the FAQ’s and the terms and conditions as these may answer your question.  If not, please do either email us or give us a call and we can do our best to help.

I’ve made a mistake on my application – what do I do?

Let us know as soon as possible. We can make some changes to the system, but only before the order deadline date of midday 1st of the month.  Once the pass is ordered we cannot make changes to your order. 

My details have changed – do I need to tell you?

Yes please, especially if your payroll number changes.  Just drop us an email to benefits.everyone@nuth.nhs.uk

Where can I find a copy of the terms and conditions?

Click here to be taken to a copy of the latest terms and conditions

My question isn’t answered here – what should I do?

Have a read of the Terms and conditions and if you are still unsure, give us a call (0191 282 0735) or send us an email (benefits.everyone@nuth.nhs.uk).

I’ve seen on the internet/social media/news/somewhere else that there is a change to the prices or zones for the pass I use – what should I do?

Providers often changes prices, zones or ticket types which are available to the general public.  If you already have a pass with us, then your pass will usually remain valid and at the same price as when you first got the pass.  Usually changes will only affect you when you come to renew.  If you are considering getting a pass with us but our details appear to differ, please just get in touch and we can confirm the details. 

If we ever need to change anything regarding an existing pass part way through a pass period we will contact any staff affected individually, but this is a very rare occurrence.

Applying for a pass

How do I apply for a travel pass?

You just need to click here and you will be taken to the application form.  It is an online form (paper forms are no longer accepted) and should only take a few minutes to complete.  Once you have completed the form, press submit and that is it done.  If you have provided a valid email address you will get an email confirming your submission.  If your email address is valid and you have not received a confirmation email, please check your junk inbox. If you have not supplied a valid email address please contact the Benefits Everyone team to amend your application. If you need to provide a photo, please use the document that will be available to print after you have submitted your application

When do I need to apply by?

We order passes once a month and the deadline for you to submit your application is midday on the 1st of the month.  You can apply for a pass up to three months in advance.

I need to provide a passport photograph – what do I need to do?

Once you have submitted your application, there will be a page that appears with a button marked “PRINT”.  This is a personalised form which you can print out, attach the photo to and send to the Benefits Everyone team using the instructions on the form.

If you couldn’t print this out, then all you need to so is attach the photograph securely to a piece of paper with your name, payroll number and pass type written on and send it through to us. Please also ensure you write your name and payroll number on the back of the photograph.

In all cases photographs should be of the size, style and quality as you would submit for a passport and must be printed on photo quality paper.We cannot accept electronic photos (including those from the Staff ID badge system).If you don’t provide a suitable photo, there will be a delay to your pass request being processed.

I applied late – will I still get my pass?

If you applied after the deadline of midday on the 1st of the month and your chosen month wasn’t available, we are unable to alter the start date.  We will process your application for your next chosen month.

I’m not in work – can I still apply?

Yes – the website is accessible from home and on your mobile device.

Can I have a paper form?

We no longer accept paper applications for the Travel Scheme.  All applications must be made using the online application form. Any paper applications received will be destroyed with no further action.

Collecting a pass

Where do I collect my pass from?

You will have chosen a collection location when you applied for your pass.  Go North East and Arriva passes are sent to your home address for the first pass.

All other passes will have to be collected from a selected location or posted to your home address if you provide a stamped self-addressed envelope.
If you have forgotten where you selected, please refer to your confirmation of submission email with your chosen collection details on. Please do not ring the receptions at RVI, Freeman or Centre for Life to confirm if your pass is available. All queries relating to passes should be directed to Benefits Everyone.

When can I collect my pass?

Passes are available for collection no later than 21st of the month (or the Friday before if that is a weekend).  However on occasion it may be possible for us to release the passes earlier.  Please click here for more details. Passes can only be collected during the collection locations usual business hours – however please do ring the Benefits Everyone Team for Regent Point collection times.

Please do not ring the receptions at RVI, Freeman or Centre for Life to confirm if your pass is available. All queries relating to passes should be directed to Benefits Everyone.

Who can collect my pass?

Only you can collect your pass and you will be expected to show your Trust ID to collect your pass.  Staff at all collection locations have been told not to release the pass without seeing the ID badge and ensuring the pass is going to the correct member of staff.  If you do not produce your ID badge, you will not be given your pass.

I want my pass posted home, what do I do?

Choose the Royal Mail option for the collection site.  You will need to send us a stamped self-addressed envelope no later than midday 1st of the month (same deadline as application).  If we do not have the envelope by this deadline your pass will not be ordered.

Pass Payments

How do I pay for my pass?

Normally we deduct the cost of the pass each month directly from your salary.  Where this is not possible we have a number of alternatives available.  Normally this is either paying for the pass outright, or some staff may be eligible for paying via direct debit (e.g. some Bank Staff, NUTH permanent staff entering a no pay situation).  Both of these alternatives are at the discretion of the Benefits Everyone Team. 

When do I make my first payment for a pass?

You pay for your pass a month in arrears.  This means that when you pay by salary deduction and, for example, your pass starts on 22nd May then the first deduction will be taken from your June salary.  It works slightly differently for staff who pay by direct debit, but if you do pay by this option you will be contacted with the details.  

I work for the Staff Bank – how can I pay?

Where possible, when you are confident of a salary every month for the duration of the pass, we will deduct from salary.  If you are not certain of a salary each month, we would ask you to pay by direct debit.  Please do give us a call to discuss further.

I don’t understand the deduction for my travel pass on my payslip – who should I speak to?

Give us a call and we should be able to help.  If not, we can point you in the right direction.

I’ve missed a payment for my pass – what do I do?

Give us a call as soon as you realise.  Multiple missed payments can soon build to a large level of arrears. Normally any arrears are taken from the next salary in one go. 

I’m going to enter a period of no pay, what should I do?

Give us a call as soon as possible.  We will discuss alternative arrangements for paying for your pass.

I pay by Direct Debit and have a question about it – who do I contact?

Give us a call and we should be able to help.  If not, we can point you in the right direction.

Renewing a pass

How do I renew?

You just need to complete the online form.  Make sure that you indicate that you are renewing your pass.

When should I renew my pass by?

Most passes run for 12 months and you should renew before midday on 1st of the month that your pass expires (e.g. if you pass expires in May then you should apply before midday 1st May).

If you have a Network 1 pass, this will expire on 21st March and you will need to renew no later than midday 1st March

Do I need to keep my existing card/photocard?

If your pass comes with a separate photocard and ticket (i.e. Network 1 and some rail tickets) when you renew you should keep your existing photocard to use with your new ticket. 

If you have a smart card (i.e. Arriva, Go Northeast, some rail ticket holders) then you should keep your card safe as tickets will be uploaded to this card remotely.

Metro, Stagecoach, Network 1 and some rail ticket holders will be issued with a new card/ticket each year.

What is the difference between a renewal and an exchange?

If your pass is about to expire and you want to remain with the same provider with the same zones (if applicable) and have uninterrupted use of your pass, you should tick the box marked renewal.

If your pass is about to expire and you want to remain with the same provider but with different zones (if applicable) and have uninterrupted use of your pass, you should tick the box marked renewal.

If your pass is about to expire and you want change to a new provider you should tick new.

If you want to change anything regarding your pass (either providers or zones) and have this altered pass BEFORE your current one expires you should tick exchange.Please read section on Exchanges for further information.

I forgot to renew on time – what do I do?

You will need to apply for the next possible month.  Unfortunately if you have missed the deadline for renewing your pass we are unable to make any changes. 

I don’t want to renew, what happens?

After the 12 months of your pass is completed then it expires.  We do not renew any passes automatically.  You pay a month in arrears so there will be a final deduction once your pass expire (e.g. your pass expires 21st March and you don’t renew, the final deduction will be taken in March).

Exchanging a pass

I want to change my pass, but my current one doesn’t expire for a month or more?

That’s not a problem.  Apply online for the pass you want, putting it through as a new application and you will then be asked if you are exchanging your pass.  Tick yes and complete the details of your current pass.  Then apply for the pass that you want.  You will need to return your old pass to the Benefits Everyone Team before you can collect your new pass. 

We recommend that you return the pass by the 14th (or the Friday before if this falls on a weekend and is earlier in December) or you may end up paying for both passes at once.

All exchanged passes must be collected from Regent Point.

Will it cost me to exchange my pass?

If you are changing from one provider to another then you will pay the cancellation fee for your old pass which is £20 except for rail passes where it can be substantially higher.  You will then, if applicable, pay an insurance fee for your new pass. 
If you are changing your pass but staying with the same provider (e.g. going from a 1 zone pass to a 2 zone pass with the same supplier) there will not be the cancellation or insurance fees.
In either case, we recommend that you return the pass by the 14th (or the Friday before if this falls on a weekend and is earlier in December) or you may end up paying for both passes at once.

I have a replacement pass, can I exchange it?

We are unable to do exchanges on replacement passes.  If you do need to exchange a replacement pass, please do give us a call to discuss further.

Lost/damaged passes – Please read the Terms and Conditions

I have lost/damaged my pass – what do I do?

If you have lost your pass it is always worth giving your pass provider a call first to see if it has been handed in.

If it has not been handed in, you will need to contact us by calling the office during usual office hours and we will arrange for a replacement pass.

All replacement passes will have to be collected from Regent Point unless otherwise stated.

How much will it cost to replace a pass?

Costs to replace passes (lost or damaged) vary depending on the type of pass that you have. 

For Network 1, Metro and Rail, you will have paid an insurance fee the very first time you applied for a pass and this cover one replacement

For Stagecoach and Arriva you will be charged £25.

For Go NorthEast you will be charged £20.

I’ve had a replacement pass before – will I still be able to get a replacement?

Depending on the situation you may be able to get a replacement pass but there may be additional charges.  However you can only claim once in the 12 month pass period.  If you are in this situation, please call the Benefits Everyone Team to discuss further.

Cancelling or returning a pass (inc. leaving the Trust)

I want to cancel my pass – what do I do?

First of all, email the Benefits Everyone team to tell us that you want to cancel your pass.  Include in it your name, payroll number, pass type and when you want to cancel your pass.  If you are leaving the Trust please also let us know your final date of employment with the Trust.

You will then need to return the pass to the Benefits Everyone Team at Regent Point no later than midday on 14th of the month that you wish the final deduction and cancellation fee to be taken (e.g. if you want the final deduction taken from your April salary we would need the pass back no later than midday 14th April).If the 14th falls on a weekend, it is midday the Friday before.

If you have a rail pass please contact the Benefits Everyone team to discuss the special conditions to returning a rail pass.

Please note that the deadline will change in December and you should contact the Benefits Everyone team to confirm this deadline – it can be more than a week earlier.

If you miss the deadline then the charges will be rolled to the following month.

I’m leaving the Trust and have a travel pass – what do I do?

You will need to return the pass to the Benefits Everyone Team no later than the 14th of the month that you are leaving.  If the 14th falls on a weekend, it is midday the Friday before. Please note that the deadline will change in December and you should contact the Benefits Everyone team to confirm this deadline – it can be more than a week earlier. 

We will deduct from your final salary the final deduction and the cancellation fee.  If you are aware your final salary will not cover this cost please return the pass the month prior.

If your salary does not cover the final deductions we will deduct what we can from your final salary and you will be sent a notification of debt (which also carries an additional charge) for the balance.

If you do not return the pass, you will be invoiced for the full remaining balance of your pass.

If you have a rail pass please contact the Benefits Everyone team to discuss the special conditions to returning a rail pass

Will there be a cost to cancel or return my pass?

All the pass providers charge a cancellation fee if passes are cancelled part way through the 12 months.  For most passes this is £20, however rail passes can carry a much more substantial fee and you should contact the Benefits Everyone team to discuss this further.

Where should I send my pass to?

Passes should be returned directly to the Benefits Everyone Team at Regent Point.  Passes should not be given to anyone else to return on your behalf.  If we have not received the pass then deductions will continue.

How should I return my pass to you?

We recommend that passes are returned in person where at all possible.  If this is not possible then passes should be returned using the Royal Mail Recorded delivery service.  Passes should not be place in the internal post.

If you are returning the pass in the post, please include a covering note which has your name, payroll number, a contact number and the reason you are returning the pass.

I cancelled my pass but have still had a deduction – why?

You pay for your pass a month in arrears.  This means that if you return the pass to us by the deadline, then there will still be a deduction taken at the end of that month (e.g. if you return the pass by 14th September there will be one further deduction with the cancellation fee taken in September. There should be no further deductions).

If you pass goes missing in the post (even if sent via recorded delivery), then this will be treated as a lost pass and as such will not be eligible for return.You would be liable for the remaining cost of the pass.

I’m using a replacement pass – can I still return or cancel the pass?

Replacement passes cannot be returned.  You will be liable for the full outstanding amount of the pass and you should contact the Benefits Everyone team to discuss further. 

Problem with pass

I tried to use my pass and it didn’t work – why?

There are a few reasons why a pass may not work
Firstly, is it valid? All our passes start on 22nd of the month and expire 12 months later on 21st (except for Network 1 which all expire on 21st March). 

Next, are you travelling in a valid zone?If your pass works on one direction of your journey, but not the other, then you may be travelling outside your chosen zone areas.

Have you damaged your pass? Passes that are broken, cracked, warped, have been exposed to extreme tempretures or been near strong or prolonged energy fields (including mobile phones) may not work.You should contact us for a replacement.

If none of these apply, please do give us a call and we can investigate further.This may mean us requesting a replacement pass.

My pass has been confiscated – what do I do?

Please contact us.  Our terms and conditions do state that you are issued a pass under the terms and conditions of that pass and that you must use the pass accordingly. Where your pass has been confiscated due to failure to follow the correct terms and conditions, you will be liable for any fines etc. as issued by the pass provider.  We will not be able to alter any decisions made by the pass provider.  A new pass will only be issued on the agreement of the pass provider in these situations.

Still looking for answers?

Please have a read of the Terms and Conditions, email or call the Benefits Everyone Team

benefits.everyone@nuth.nhs.uk

0191 28 20735