Nottingham City Council and local public transport operators are working hard to resolve issues that have arisen with the introduction of the new Kangaroo Citycard.

Improvements to the multi-operator ticket, which allows unlimited travel on trains, trams and buses, involved introducing a smartcard version to replace scratch cards and non ‘smart’ cards. However, some customers have been experiencing problems when using their newly issued cards smartly.

Having reviewed all the options available, it has been agreed that the quickest and most effective way of resolving the technical issue with the Kangaroo Citycards will be to issue replacement cards to all affected customers.

We have already sent new cards to our direct debit customers, which has resolved the issues with their travel.  Annual customers will be receiving their new cards within the next 7-10 days.

Nottingham City Council is continuing to work closely with the operating companies to minimise the disruption caused to customers in the meantime. The operators have agreed to accept all passes on visual inspection until the new Kangaroo Citycards are issued to customers. If customers are mistakenly charged for travel, a refund of the cost of travel will be made on production of tickets. Any customers who find themselves having to pay for travel should contact Citycard customer support on 0115 876 2700 who will assist them in getting a full refund.

In addition to refunding any out of pocket expenses, affected customers will also be given three free days of travel next month, as a reduction in their May 1st direct debit payment.