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Passenger Charter

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Performance Figures - Four weeks ending Saturday 25th June

Northern Line   Wirral Line
92% Charter Standard 92%
96.7% Monthly Performance 93.8%
95.9% Annual Performance 94.3%
0 Monthly Void Days 0
1 Annual Void Days 0

We are now measured against the public performance measure (PPM). This is the percentage of trains that cover their full journey length and arrive at their final destination within five minutes of the booked time measured against the planned timetable.

The calculation is more representative of the service customers receive as it now includes all types of service disruption including engineering works.

The Charter Standard is 92% i.e. on both the Northern and Wirral Lines 92 out of every 100 trains must arrive at their destination within five minutes of their booked time, having called at all booked stops throughout the measurement period (28 days).

 

Refunds

We normally run reliable and punctual services. Occasionally things can go wrong. If our service fails to meet Passenger Charter Standards, Merseyrail or Merseytravel will offer full and partial refunds as indicated below.

 

Single, Return & Weekly Railpass Tickets

If you hold a daily ticket and you are delayed for more than half an hour, we will refund the price of the ticket. If you hold a weekly Railpass ticket you will be entitled to a percentage of the cost.

 

Season & Trio Tickets (valid one month or longer)

If on average, over the duration of our ticket, performance has been between 91.9% and 90% then we will give a refund of 5% of the purchase price of the ticket.

If performance falls below 90% we will give a refund of 10%.

 

How to Claim

To request compensation please download the Passenger Charter Refund Form here and hand it into any staffed Merseyrail station with the expired Season Ticket attached. Alternatively you can post the form and ticket to FREEPOST, Merseyrail Customer Relations, FREEPOST NWW3380, Liverpool, Merseyside, L1 1BR.

For full refund and compensation information please click here.