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RTravel Centreefunds & 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

Northern Rail:
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.


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


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

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.

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