Every transit authority determines its own fares, rules and regulations. Even though a transit authority's employees are well-informed about fare policies, there are occasions where a conductor or cashier may make an error. If this occurs, there is a way to appeal your case to the transit authority and potentially receive a refund or fare credit. The only chance to correct an error is by informing the transit authority of the mistake. Writing a letter of appeal costs nothing except your time, so there is no reason not to write an appeal.
Locate your transit company's contact information. Most transit companies have their own website that displays contact information in case of problems. Since the decision to hear an appeal is at the transit authority's discretion, contact them directly.
Determine the contact method. Usually you may contact them either through e-mail or by mailing a written request. Select e-mail or postal mail as a means of sending your request. E-mail may make the appeals process faster as there is no time spent on delivery. It also allows you to keep a copy of your appeal in your "Sent" folder.
Know your transit company's policies. Each transit authority sets its own rules and regulations. Make sure to research their appeals policy to determine whether you are eligible for an appeal. Some transit authorities may have a special form to fill out while others may simply have a contact address. Follow the rules of the transit authority to which you are appealing.
Construct a letter of appeal. Include all the elements of a formal business letter, such as the date, your name and address, the name of the person whom you are contacting, and a colon after the salutation. If the contact information does not provide a name, use the name of your transit authority and the department, such as "Human Resources" or "Appeals Department."
Establish your reason for appeal. Transit companies will offer appeals for errors that they have made. Make sure to explain why you feel entitled to an appeal. If the transit company overcharged you, describe what they charged you for and what they should have charged you for. If you have a receipt as proof, include the receipt number to help your case.
Use the transit authority's rules. If a conductor or teller overcharged you, you will have a better chance of winning your appeal if you can explain what you should have been charged based on your transit authority's policy. Include a quote or other direct information from the transit authority's policy to show that you are informed of the rules and what your rights are.
Don't name a price. If you win the appeal, you will most likely be refunded the amount that you are owed. There is a chance you may get more than you are owed, but if you state directly the specific amount you are owed, the transit authority will only provide you with the minimum compensation.
Maintain a professional yet disappointed tone. You are disappointed in the transit authority that you trusted to do what is right.
The transit authority may not accept your appeal unless you can prove that there was an error.
Tips and warnings
- Maintain a professional yet disappointed tone. You are disappointed in the transit authority that you trusted to do what is right.
- The transit authority may not accept your appeal unless you can prove that there was an error.