Refunds, 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.
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 email@example.com 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.