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Refund FAQ's

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Please see below some frequently asked questions regarding refunds. If you do require further assistance please contact us on Twitter or Facebook.

I forgot my railcard whilst I was travelling, what can I do?

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.

I've had a change of plan and no longer need to travel

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 £10.00 administration charge. 

Please note that refunds are not available on some Advance purchase tickets.

Where can I find your Passenger Charter?

To view our passenger charter please click here.

What is the 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. 

My ticket has been lost or stolen, what can I do?

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 £10 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.

I have a National Rail Voucher that has expired, and I have not been able to use, what do I do?

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.