Complimentary pass for carer

  • 22 June 2022
  • 2 replies

  • Rail rookie
  • 1 reply

Hi. I bought a 2 month global pass and messaged support
on the 13th June, asking how I can apply for a
complimentary caregiver pass, as I am planning on
activating the pass in late July or early August. I
understand that the support are overwhelmed with
requests at the minute but I am seeing customers saying
they have waited 3 weeks or a month for a reply. I'm quite
worried that by the time support reply telling me what
evidence I need to send, as well as the time they'll take to
review evidence and get back to me, that it'll be too late
for me to go. Am I justified in this or should I be expect to
receive help soon? Also, do I need to include the carer’s name in the email, so that they can issue the complimentary pass with the carer’s details already input, or will I be given a blank pass so that I can input the details? This is important as I receive care from a team of carers, so the carer that travels with me will be decided by what date I set off and their availability - meaning they need advance notice. It really is urgent as I won’t be able to travel this summer otherwise. Thanks


Best answer by AnnaB 22 June 2022, 20:58

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2 replies

Userlevel 7
Badge +9

I suggest that you try to log into the request database to see if there is a request logged for your email address. If there is no request for your email address, you need to enter a new request. 

Use this link to come to the request database.

Click "Sign in" in the upper right corner.


Enter your email address and Click " Get a password".

If the system doesn't recognise your email address, then there is no request registered and you need to go back to the start screen and enter a request.

If you get a password, you can then log in and look at the status of your request.

Thanks for the reply - there is a request logged from the 13th June but no reply as of yet.