Why have I not received a full refund for tickets I purchased when I left my Season ticket at home?

If you have applied for a refund on tickets purchased because you could not produce your Season ticket at the time of travel, fares are refunded as follows:

• First Occasion - Full refund (no administration fee is charged)
• Second Occasion - Refund less administration fee (£10.00)
• Third and any subsequent occasion in a 12-month period - No Refund.