Merseyrail’s claims process 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).
Our passenger charter sets out how to claim, what you may be entitled to and the evidence you need to provide as part of your claim. It will also outline what to do if we reject your claim and if you don't agree what the decision we have made.
If your train is cancelled, delayed or rescheduled after you have purchased a ticket, please visit the station ticket office where a member of the team will provide you with information about refunds and compensation.
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 our customer relations department using the comments form here you will need to attach a photograph of your Railcard. A maximum of one such claim will be considered in any 12-month period.
If you bought a ticket and then decide not to travel, you may be entitled to a refund.
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
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 change of plan will be subject to a £5.00 administration charge.
Please note that refunds are not available on some Advance purchase tickets.
To view our passenger charter please click here.
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 lose your Railpass or it has been stolen, please email the Customer Relations Team to [email protected] and tell us what has happened.
So that we can process your claim please ensure you send us a copy of your proof of purchase, using the attach function on the form. Typically this will be the confirmation email sent to you when you purchased your ticket. If your Railpass has been stolen, please supply the crime reference number in your email.
A £5.00 admin fee applies to all lost passes. This will be waived in the event of a stolen pass if a police crime reference number is provided.
Your new pass can take up to 7 days to be processed and made available for you to collect at a Merseyrail station. During this time you are responsible for your own travel costs. You will be issued with a replacement paper ticket for the duration of your original product. You will also need to purchase another Metro Card at the end of your current ticket’s life.
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.
All compensation and complaints performance can be found on this page here.
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 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 £5.00 administration charge. There is no administration charge for refunds or compensation that are as a result of delays or cancellations.
Compensation for delays is based on the timetable in place on the day of travel and the delay in your arrival time at the destination station as compared to the arrival time shown in the timetable. Timetable information can be found here.
Where a replacement timetable is in place on the day that you travel, compensation will be based on that replacement timetable.
Amended timetables will be updated on our website.
You may be entitled to compensation if you experience a delay using rail replacement travel. Your compensation will be determined by the time difference between the actual time of arrival at your destination as compared to the arrival time shown in the timetable in place on the day that you travel.
If you would like to contest any rejected claims, please contact our Customer Relations team on 0151 555 1111 or email [email protected] with full details of your claim and somebody will be in touch to assist.