- Question 1: Can the customer refund the remaining balance in case of a lost card?
Answer 1: In case of a lost or stolen card, the customer should apply for a refund through the authorised channels, provided that the card is personal or registered. His card is blocked within 48 hours, and the remaining card balance is refunded after 4 days from the date of application.
- Question 2: Can holders of anonymous nol cards apply for refund through RTA website?
Answer 2: Anonymous card holders cannot apply for refund through online channels. Customers should personalise their cards to use the online channels.
- Question 3: Can the customer replace and get a refund for a faulty Red ticket?
Answer 3: If the customer purchased the red ticket from the Metro station and the ticket was found faulty (not working) at the same Metro station, then the metro staff will replace the card. If the card was used then got faulty, no replacement will be issued.
- Question 4: Can a customer apply for an overcharge refund through the RTA website if his card is a nol Combi card?
Answer 4: Yes, Combi card holders can apply for an overcharge refund that occurred while using the Bus, Metro or Tram. However, if a customer lost or replaced his nol Combi card, the request should be raised and initiated by the bank.
Note: Customers cannot personalise their anonymous card in case it was lost, stolen, faulty or damaged; as the personalisation won't be activated.
- Question 5: How can a customer track the status of the refund request?
Answer 5: The customer can track and view the status of the refund request through RTA Website on the following link.
- Question 6: What happens if nol card was stolen or lost?
Answer 6: In case of a lost/stolen card, the customer must submit a refund request immediately in any RTA authorised channel, and make sure not to perform any type of transaction once the card is reported as stolen or lost.