Refunds & Returns
Merseytravel is committed to delivering world-class customer service. The terms and conditions for each of our tickets and passes are set out here. In summary, this includes the following guidance on refunds and returns:
Trio & Solo Tickets
Please complete this surrender form and post it along with your ticket to Customer Delivery, Merseytravel, PO Box 1976, L69 3HN) or take it to a Merseytravel Centre. If you are entitled to a refund, we will send you a cheque within 2-3 weeks. With 4-weekly and annual tickets, you will have received a discount, which we will take from the amount we refund you. There is an administration charge for refunds. You cannot get a refund on a weekly ticket.
For Railpass refunds, questions or to report a lost or stolen Railpass, please contact the Merseyrail or Northern Rail customer relations department on the numbers below, depending on which station you bought the Railpass from.
Tel: 0151 702 2071
Tel: 08450 000125
Term Time Tickets
We have a refunds and allowances policy, as for our Trio, Solo & Railpass tickets, but if your ticket is lost or stolen we do not have to issue a replacement.
Tickets cannot be re-sold once they have been purchased from Merseytravel or any of its officially appointed agents and therefore we regret refunds are not allowed.
Concessionary Travel Passes
Merseytravel offers free travel on buses, trains and Mersey Ferries if you live in Merseyside and you are aged 60 or over, or you have certain disabilities. If a pass is lost or damaged, we recommend that you let us know immediately by visiting one of our Merseytravel Centres or by or by phoning 0151 236 6056
If you’d like to make a comment, we’d be pleased to hear from you. There are a number of options you can take:
Please write to us at Merseytravel, PO Box 1976, Liverpool L69 3HN Or contact our feedback team at email@example.com
You can contact our customer comments team via our customer comments portal.
For any more information on Trio, Solo or Railpass Tickets, ring Customer Delivery on 0151 236 6056 or speak to one of our staff at your nearest Travel Centre.