From Tuesday 22 September, following the latest government guidance, customers should only travel on our network for essential purposes, such as travelling to and from school or work. Please remember to wear a face covering on trains and in stations unless you are under 11 or exempt. A £100 fine applies
Refunds and CompensationShare
Please note that the temporary arrangements in place for COVID-19 related refunds have now come to an end. The following arrangements now apply in line with the National Conditions of Rail Travel.
We normally run reliable and punctual services, but things do sometimes go wrong. If our service fails the standards set out in our Passenger Charter, we or Merseytravel will offer refunds or compensation as indicated below.
The below information sets out Merseyrail’s claims process, which is in line with the National Conditions of Rail Travel. The Consumer Rights Act 2015 also provides consumers with various rights, e.g., rights where a service is not performed with reasonable care and skill (see section 49 of the Act - click here to read in full).
If you cannot find the information you need please Contact Us here or call our Customer Relations team on 0151 555 1111 Monday to Friday 7am - 7pm.
The refund and compensation arrangements for when journeys are cancelled or delayed remain in place throughout strike action.
If you decided not to travel because of a delay or cancellation
If the train you planned to catch was delayed or cancelled, so you decided not to travel you can receive a full refund. Simply take your ticket back to the booking office where it was bought from before you leave the station and you will be given the refund by the method of payment you used to buy the ticket.
How to claim if you did not get a refund at the station
If you did not obtain a refund at the station please click here to complete our dedicated online claim form.
If you are delayed on your journey by 30 minutes or more
If your ticket is for a journey that is entirely on the Merseyrail Northern or Wirral line, and during that journey you are delayed for more than half an hour, we will provide compensation. If you have a single ticket, the compensation will be equal to the full cost of the ticket. If you have a return ticket, the compensation will be 50% of the cost of the ticket.
If your ticket involves travel on other lines, but you are delayed on our network, you may be entitled to compensation equal to 20% of the cost of your ticket price.
How to claim
To claim compensation please click here to complete our dedicated online claim form.
If your claim is accepted, you will be paid via the same method that you used to pay for the ticket, unless you agree to a different method of repayment. This will usually be within 14 days of your claim being accepted.
Claims for other Losses
For losses caused by the delay and/or cancellation of a train service, you can only recover up to the price of your ticket. However, in exceptional circumstances, Merseyrail may consider claims for other losses. This will be for Merseyrail to decide at its sole discretion. If you wish to ask Merseyrail to consider making a discretionary payment, you should write in the first instance to us using the methods provided above and include all receipts. Please note that this does not affect your statutory rights.
If you have a season ticket, and your journeys are sometimes delayed or trains cancelled, you will be entitled to compensation if our service has dropped below the standards set out in our Passenger Charter during the period your ticket is for. The compensation will be equal to a percentage of the cost of your ticket.
Weekly Railpass Tickets
If you hold a weekly Railpass ticket you will be entitled to a percentage of the cost of the ticket.
Season and Trio Tickets (valid one month or longer)
If, over the period of your ticket covers, our average performance has been between 91.9% and 90% of our targets as set out in the Passenger Charter, we will give compensation equal to 5% of the cost of your ticket.
If our average performance falls below 90% of our targets, we will give you compensation equal to 10% of the cost of your ticket.
Please visit our Passenger Charter page for the latest performance figures.
How to claim
To claim compensation, please print off and fill in the Refund Application for Season Ticket Holders Form and take it with the expired Season Ticket to any staffed Merseyrail station, or post the form and ticket to:
Freepost Merseyrail Customer Relations
You do not need to use a stamp.
Ticket Vending Machine Price Guarantee
In the unlikely event that you purchase a ticket from one of Merseyrail’s ticket vending machines (TVM’s) and then discover you could have bought a cheaper product for the identical journey, you may be entitled to a refund to the value of the difference in cost. Please contact our customer relations team [email protected] to discuss this further.
If you are travelling with a Railcard discounted ticket and are unable to present the Railcard when asked by the staff or authorised agents of any Train Company, you will be treated as having joined a train without a valid ticket and Condition 9 of the National Rail Conditions of Travel will apply. However, if you were unable to present the Railcard because you had forgotten to carry it on that particular journey or mislaid it, the Train Company concerned will refund any fare or Penalty Fare paid in accordance with Condition 10.
In order to claim such a refund, you will need to contact the customer service department of the Train Company that charged you the additional fare or Penalty Fare, providing the full details of your Railcard, together with the additional tickets you have purchased or any Penalty Fares notices. A maximum of one such claim will be considered in any 12 month period
Change of Plan
If you purchase a ticket and then decide not to travel, you may be entitled to a refund for your journey. To request a refund please complete the Comments form, available from any of our staffed stations or you can download one here.
Please send your completed form with your ticket to:
Freepost MERSEYRAIL CUSTOMER RELATIONS
Lord Nelson Street
Please ensure that if you are posting a high value ticket that it is sent by recorded delivery. 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. If you no longer have your ticket please contact us.
All applications for refunds requested due to a passenger's change of plan will be subject to a £10.00 administration charge. There is no admin charge for refunds or compensation that are a result of delays or cancellations.
Please note that refunds are not available on some Advance purchase tickets.