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Skip Navigation LinksMerseytravel > Tickets > Buying Tickets > Refunds, Returns and Compensation

 Refunds, Returns and Compensation

RTravel Centreefunds, Returns and Compensation

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 customer relations department on the numbers below, depending on which station you bought the Railpass from.


Tel: 0151 555 1111

Tel: 0800 200 6060

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.


Saveaway Tickets

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


Rail Passenger Compensation

Merseyrail and Northern aim to provide the best service possible, although delays do occur from time to time.
Northern and Wirral Line Services
If services fail to meet the standards set out in the Merseyrail Passenger Charter, Merseyrail or Merseytravel will offer a refund or compensation.  Further details on the Merseyrail Passenger Charter and how to request compensation can be found here.
City Line Services
Northern Customer Promise provides advice on compensation to customers who are delayed by 30 minutes or longer on their journey and introduced from 1 April 2016 Delay Repay initiative.  Further details on Northern Delay Repay initiative can be found here.

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, email our feedback team at or submit your comments 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.

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Merseytravel, PO Box 1976, Liverpool, L69 3HN
Tel: 0151 227 5181  |  Fax: 0151 330 1234