Read the full terms and conditions for getting and using The Key Smartcard, a season ticket smartcard for Great Northern trains.
If your Key Smartcard stops working or it’s lost or stolen, we’ll block it and send a free replacement to your registered address. Log in to your account, contact Customer Services on 0345 026 4700 or visit one of our staffed a ticket offices to cancel your existing card. We’ll give you up to 3 free replacements over 12 months. Any subsequent replacements will need to be investigated and we may need to retain your card.
We have a standard refund and replacement policy which applies in all cases; this is available to view on our website here. We are also subject to the refund terms and conditions as specified in the National Rail Conditions of Travel.
If you have purchased a ticket which you have been unable to use you may be eligible for a refund. An administration charge of £10 will be deducted from any refund made in most cases.
A refund is only available to the original purchaser and proof of purchase may be requested.
Refunds are not to be confused with the transfer of outstanding tickets from a lost, stolen, or damaged key as covered above.
We take your rights to privacy and data security seriously.
You can also contact our Data Protection Officer if you want to exercise any of your rights under Data Protection laws or find out more information.