COVID-19 Reduced Service

Due to the ongoing COVID-19 pandemic, there will be further significant changes to Merseyrail services from Thursday 2 April 2020. Trains will now operate a 30-minute service on all lines between 07:00 -19:00 Monday to Saturday, with a limited additional service from 19:00 to 22:00 on some lines. Trains will operate between 08:00 - 20:00 on Sundays.

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Refunds and Compensation

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If you have decided to surrender your monthly or annual season ticket including Railpass products, you should follow the instructions below. Current Government instructions on social distancing mean we are dealing with a significant increase in refund claims with less staff and limited access to ticket offices.

These arrangements apply to all season ticket products including Railpass products of one-month duration or longer. If you hold a Trio or Solo product, please contact Merseytravel in the first instance by emailing [email protected]

If you hold a ticket obtained under our corporate season ticket scheme, please see the email you should have received from your scheme co-ordinator detailed instructions.

Things to remember

It’s important to remember that, in effect, a season ticket or Railpass offers ‘free travel periods’ based on the alternative of buying other tickets. For annual tickets this it’s roughly two months free travel. For monthly tickets we take away what has been used in weeks and odd days. So, the amount you will receive back depends on the specific circumstances. The longer you have held the ticket the less of refund you will be entitled to. 

Refund example Annual 2 Zone Adult Railpass  - Cost £686, Valid from 18/06/19, returned for refund from 17/03/20. Usage = 9 months, Monthly cost of same ticket =  £68.60 x 9 = £617.40. Refund = (£686-£617.40) - £10 admin fee = £58.60.

Refund example Monthly all zone Adult Railpass - Cost £120.10,  Valid from 11/03/20, returned for refund from 17/03/20. Usage = 1 week,  Weekly cost of same ticket £34.40. Refund = (£120.10 - 34.40) - £10 admin fee = £75.70.

You are only eligible for a refund if:

  • You have held your annual season ticket for less than 10 months as of 17th March 2020
  • You have held your monthly season ticket for less than 3 weeks as of 17th March 2020
  • It’s also important to remember that the £10 admin fee will be deducted which may result in little or no refund amount being issued.
  • It’s important to remember that, in effect, a season ticket or Railpass offers ‘free travel periods’ based on the alternative of buying other tickets. For annual tickets this it’s roughly two months free travel. For monthly tickets we take away what has been used in weeks and odd days. So, the amount you will receive back depends on the specific circumstances. The longer you have held the ticket the less of refund you will be entitled to.
  • In line with the National Conditions of Travel, you will be charged a £10 administrative fee, which will be deducted from your refund before it is paid. This covers the costs of processing and issuing your refund.
  • If you hold a paper ticket you will receive your refund via the method of payment you used to pay for your ticket. If you paid by cash or your ticket is held on a Walrus/Metro Card, please include your bank account number, sort code and account name with your claim so that we can refund you by BACS. If you paid by warrant, approved refunds will be paid back into the relevant warrant account.
  • If you have already surrendered your ticket but not yet received a refund, in line with guidance announced Nationally, your ticket will be assumed to have been surrendered as of the 17th March 2020 and all calculations will be made from that date.
  • These are extraordinary times. Our processes are not designed for all customers to claim a refund at the same time. We are working hard to meet the increased demand for refunds. We will process your claim as quickly as possible and we really appreciate your patience whilst we work through this challenging situation.

I hold a paper ticket

  • Paper ticket holders should take a picture of their ticket on a well-lit background and send it to [email protected]  You must also include your photocard number, house or flat door number and postcode. The quality of the image must be such that all text/numbers on the front of the ticket can be easily read. The ticket shown in the image must clearly be cut in half down the centre to prevent further use. Images that are not clear, do not show a ticket that is clearly cut in half, or lack the information requested above will be rejected.
  • You must retain both halves of your cut ticket until such time as you have received your refund OR you have been contacted by Merseyrail with further information.

I hold a Metro Card or Walrus card

  • Metro or Walrus card holders should take a picture of their card and photocard on a plain, well-lit background and send it to [email protected] The quality of the image must be such that the 18 digit number on the rear of the card can be easily read. The card shown in the image must clearly be cut in half down the centre to prevent further use. Images that are not clear or do not show a card that is clearly cut in half will be rejected.
  • Your ticket will also be electronically blocked, meaning you cannot use it again in the future. £1 will be added to the refund amount paid to you, to cover the cost of re-purchasing another Metro Card.
  • You must retain both halves of your card until such time as you have received your refund OR you have been contacted by Merseyrail with further information.

I need more information

  • In the event you need more information or support please contact @merseyrail on Twitter or via  Whatsapp on 0151 555 1111.

 

Day tickets

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. Alternatively you can download and complete this form, take it, with your ticket to any staffed Merseyrail station, or send to the Freepost address shown on the 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. Alternatively you can print off and fill in this form. Take it, with your ticket to any staffed Merseyrail station, or send the form and your ticket to the Freepost address shown on the form. You do not need to use a stamp.

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. 


Season tickets

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. 

 

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

 

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
Merseyrail 
BR Properties
Rail House 
Lord Nelson Street
LIVERPOOL
L1 1JF

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.