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Day Tickets Refunds

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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 your train was delayed or cancelled

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 ticket 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 claim a refund at the station please click here to complete our 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 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 us to consider making a discretionary payment, you should write in the first instance to us using the our comments form including all receipts. Please note that this does not affect your statutory rights. 

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. 

Change of Plan 

If you purchase a ticket and then decide not to travel, you may be entitled to a refund for your journey.  Please take your ticket to your nearest staffed station and station staff will advise further.

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 administration charge for refunds or compensation that are as a result of delays or cancellations.

Book with Confidence Policy - Advance Tickets - Monday 21st June until 31st December 2021

From Monday 21st June until 31st December 2021 the £10 administration fee is being waived for any customers who wish to amend/change an Advance ticket. Please note the Origin and Destination must remain the same as the original ticket.

For instances where the new ticket is more expensive than the original, you are required to pay the difference in fare. In instances where the price of the new ticket is less than the original ticket price, you will not receive the difference in fare back.

Refunds are available for those customers who do not wish to rebook the ticket for a different day/time. Refunds will take the form of Rail Travel Vouchers Only. If you require a refund please contact us here.

Changes/Refunds are available using this temporary policy up to 18:00 hours on the day prior of travel for any advanced ticket. Any requests after that time will not be eligible under this initiative and normal refund/change of plan rules apply.

Expired National Rail Voucher

We know many of you have not been able to exchange your National Rail Vouchers, as you were following the Governments ‘stay at home’ advice.

Therefore, we will accept National Rail Vouchers at our Ticket Offices for payment towards the cost of your next rail journey, with an expiry date between the 20th October 2020 and 30th June 2021; for a maximum of 6 months from when they expired.

We cannot extend the validity of any Rail Travel Vouchers:

  • That expired before the 20th October 2020
  • Will expire on or after the 1st July 2021

We cannot replace any Rail Travel Vouchers that have been lost or destroyed.

Forgotten Railcard

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