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Solo and Trio Tickets 

Please complete a 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 process a BACS payment within 4 weeks. There is an administration charge for refunds. You cannot get a refund on a daily or weekly ticket. If your Term Time Ticket is lost or stolen we do not have to issue a replacement.

Surrender Form (PDF, 146KB) Surrender Form (Word, 20KB)

Railpass Tickets 

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.

Merseyrail 0151 555 1111

Northern 0800 200 6060

Saveaway Tickets 

We do not offer refunds on Saveaway tickets.

Merseyrail Only Railpass

Concessionary Travel Passes

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 330 1000.

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. The Merseyrail Passenger Charter explains how to request compensation.

City Line Services

Northern's Delay Repay Initiative provides advice on compensation if you are delayed by 15 minutes or longer on your journey.


Merseytravel currently has over 800 registered outlets and shops which sell Saveaway, Solo, Trio and Railpass prepaid tickets.  

Outlets must sell prepaid tickets at the prices set by Merseytravel. 

If you are overcharged for a prepaid ticket sold at any of these registered outlets or at an outlet not on this list, please contact Merseytravel with the following details: 

  • Type of ticket
  • Outlet name and address
  • Price charged
  • Serial number of ticket
  • Your contact number (to help us if we need more information)