When Things Go Wrong

When things go wrong

Services can sometimes be disrupted. If they are, we will keep you informed through our staff or information systems on trains and at stations. Live service information is available on our website and via Twitter, through our customer relations team and is also broadcast on local radio stations.

We will make every effort to get you to your destination station as soon as we can; this may mean that we have to arrange a replacement bus service if trains are seriously delayed. If the train you planned to catch is delayed or cancelled and you decide not to travel, if you return you ticket to any ticket office, a full refund will be given without delay. If you decide not to use a ticket you have bought, you can apply for a refund to the address below. You must apply within 28 days of issue, and a member of the Customer Relations team will contact you.

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 or monthly Railpass ticket you will be entitled to a percentage of the cost. To make any claims on daily tickets, send in the details of the journey you could not make along with the original ticket to Customer Relations, Rail House, Lord Nelson Street, Liverpool, L1 1JF.