We normally run reliable and punctual services, however occasionally things can go wrong. If you hold a daily ticket and you are delayed for more than half an hour, we will refund the price of the ticket. Please speak to staff at the station you are travelling from.
If you hold a season ticket you will be entitled to a percentage of the cost. Please visit our Passenger Charter page for more information.
Change of Plan
If you purchase a ticket and then decide not to travel, you may be entitled to a refund for your journey.
Refund forms are available from any of our staffed stations or you can write to our Customer Relations Team at the following address: 9th Floor, Rail House, Lord Nelson Street, Liverpool L1 1JF. If you hand in your refund form at any of our stations, staff will arrange for it to be forwarded to our Customer Relations Team.
All applications for refunds will be subject to a £10.00 administration charge and that no refunds are available on some advance purchase tickets.
Please note that refunds are not available on some advance purchase tickets.