If your ticket is for a journey that is entirely on the Merseyrail Northern or Wirral line, and during that journey you are delayed for more than half an hour, we will provide compensation. Simply take your ticket back to the booking office where it was bought from before you leave the station and you will be given the refund by the method of payment you used to buy the ticket. If your claim is accepted, you will be paid via the same method that you used to pay for the ticket, unless you agree to a different method of repayment. The mayor of Liverpool City Region has called for an inquiry after Merseyrail services were halted when "adverse weather conditions" were forecast. ollow the government-issued travel advice below: You can find more information and contact details. We also ask people to follow government advice to avoid contact where possible and for people to wash their hands for 20 seconds before and after travelling. We are strongly encouraging everyone that needs to purchase a ticket to help us to reduce unnecessary contact by making a contactless payment where possible. To claim compensation, please print off and fill in the Refund Application for Season Ticket Holders Form and take it with the expired Season Ticket to any staffed Merseyrail station, or post the form and ticket to: Any Rail Travel Voucher that has an expiry date between 17 March 2020 and 16 September 2020 may be accepted for a maximum of 6 months after the original expiry date. We remain able to provide assistance to those that need it, however, in these circumstances we’d advise passengers to contact our dedicated Assisted Travel team in advance to ensure their journey is as smooth as possible. Coronavirus pandemic image copyright Getty Images Commuters with rail season tickets will receive a refund if they choose to stay at home during the coronavirus outbreak, the government has promised. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. Please note that this does not affect your statutory rights. Government guidance states that face coverings must be worn at all times when travelling on public transport at all points during the journey. Soccerbus; Match Days with Merseyrail; Ticket Information. Corporate Season Ticket, a refund will be made to the Company. This is because it may not be possible to socially distance at all points throughout a journey. Premier League season tickets: Can you get a refund as games suspended by coronavirus? Season Tickets. If you hold an advanced ticket and have been affected by the changes annouced by the government to the Christmas travel window then a full refund is available. Season Tickets. If our service fails the standards set out in our Passenger Charter, we or Merseytravel will offer refunds or compensation as indicated below. If you cannot find the information you need please Contact Us here or call our Customer Relations team on 0151 555 1111 Monday to Friday 7am - 7pm. Please contact our customer relations team [email protected] to discuss this further. Commuters to get season ticket refunds All rail franchises suspended as passengers numbers plunge. Soccerbus; Match Days with Merseyrail; Ticket Information. You can find more information and contact details here. Failure to comply may result in a fine of upto £6400. To claim compensation please click here to complete our dedicated online claim form. Aim to reduce the number of journeys you make where possible. As our trains returned to more normal operating hours from Monday 18 May, Merseyrail tickets will no longer be accepted on buses in the Liverpool City Region after 19:00 from this date. If you have a season ticket, and your journeys are sometimes delayed or trains cancelled, you will be entitled to compensation if our service has dropped below the standards set out in our Passenger Charter during the period your ticket is for. If the train you planned to catch was delayed or cancelled, so you decided not to travel you can receive a full refund. The watchdog found that 36% of travellers have not been told if they will receive a refund, while some customers have been waiting to get their money back for over six weeks, leaving them “out of pocket and in the dark.” Passengers are asked to listen to and follow on-train announcements and adhere to social distancing guidance on board the train, such as leaving seats around other passengers free. From this date all customers travelling on Merseyrail must wear a face covering both within our stations and on our trains. To qualify for any kind of refund, a customer must have at least three days remaining on a weekly season ticket, seven days or more on a monthly ticket and 12 weeks on an annual ticket. Rail commuters who are no longer able to use their season ticket because of coronavirus lockdown measures can now apply for a refund online, which in … On the Merseyrail network passengers must wear a face covering unless exempt from the point of entering the grounds of a station, until exiting the network, as it may not be possible to socially distance at all times. There is no change to our usual refund policy for any ticket that involves a journey entirely on the Merseyrail network. If you hold a weekly Railpass ticket you will be entitled to a percentage of the cost of the ticket. Ticket holders should contact their retailer for details. From Monday 15 June it is compulsory to wear a face covering whilst in train stations or onboard trains. If you have a single ticket, the compensation will be equal to the full cost of the ticket. Unexpired Season Tickets can be submitted for refund at any time and train companies calculate how much is refunded by how much value is left on your ticket. If you have Carnet tickets, retailers have increased flexibility where possible including by agreeing extensions or part-refunds on any unused Carnet tickets. If you are travelling please follow the government-issued travel advice below: Click here for full details of our current timetable. If you no longer have your ticket please contact us. We are minimising queues at ticket offices by encouraging people to use contactless payments where they can. If you wish to ask Merseyrail to consider making a discretionary payment, you should write in the first instance to us using the methods provided above and include all receipts. If your ticket involves travel on other lines, but you are delayed on our network, you may be entitled to compensation equal to 20% of the cost of your ticket price. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. From the 15 June it is compulsory to wear a face covering on public transport, both in stations and on trains. The government has announced that passengers must wear a face covering while using public transport from Monday 15 June. ailway season ticket holders are facing months of uncertainty amid the coronavirus crisis. These firms are required by the industry’s self-regulatory body, the Society of Ticket Agents and Retailers (STAR), to refund the ticket’s face value price when an event is cancelled. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. We normally run reliable and punctual services, but things do sometimes go wrong. Anyone holding an Advance ticket will be able to refund it free of charge. Several season ticket holders could be left out of pocket as a result, but you might be able to get a refund. A £10.00 cancellation fee will be charged. This will usually be within 14 days of your claim being accepted. Current government rules make clear that passengers will also be able to remove their face covering for a short period of time for any reasonable reason. Season and Trio Tickets (valid one month or longer). Full details of claiming a refund can be found here: /tickets-passes/refunds.aspx. Season Tickets. If you purchased your ticket before 26 Nov 20 and are travelling before 2nd January 21 you can also exchange your ticket with no administration fee but you must pay any difference in the fare for the ticket you exchange to. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. The discount given for purchasing an annual ticket will be deducted from the amount refunded. COVID-19 Information; COVID-19 Information (Last updated 15/01/21) To help make travelling with Merseyrail as safe and easy as possible during COVID-19, this page has all the relevant and up to date information on timetables, safety and travel advice that you will need. There’s no school or college for the foreseeable future. The compensation will be equal to a percentage of the cost of your ticket. We continue to be extremely grateful for the hard work that NHS workers have done in keeping us safe during this pandemic. Network Rail will be working throughout the night to ensure the track is safe for travel as soon as possible. More information on face covering exemption cards is available here. This will be for Merseyrail to decide at its sole discretion. UK rail services are set to be dramatically cut from next Monday because of coronavirus. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. Generally, refunds are calculated from the first to the last date of travel, and is the difference between what you originally paid and what you would have paid for a Season Ticket … If you decided not to travel because of a delay or cancellation, How to claim if you did not get a refund at the station, If you are delayed on your journey by 30 minutes or more. More information on the government guidance can be found here. As the situation is continually changing, it is possible that this timetable may change again in the future. If you have a question that isn't answered here, please contact us through our social media channels (Twitter and Facebook). If you do board a busy train, please be advised that you must adhere to social distancing guidance wherever possible. For more information, including if you require a refund due to sickness that prevented you from using a Season Ticket, see the Season Ticket Conditions page. Please find further information and frequently asked questions below. Passengers are advised to check our website and Twitter @merseyrail before attempting to travel for the latest service information. Tickets are valid from your first day of travel, but when you can buy it depends on the type of Season Ticket you want: Weekly Season Tickets. City Line: ADVANCE TICKETS . You should visit www.gov.uk for the latest guidance on masks and coverings. As our trains returned to more normal operating hours from Monday 18 May, Merseyrail tickets will no longer be accepted on buses in the Liverpool City Region after 19:00 from this date. Many passengers will be wondering where they stand as Covid-19 causes things to change by the day . If you are travelling, please travel on a quieter train and avoid these periods. If you purchased your ticket on our website or in our mobile app (excluding Smartcard tickets) please do not use this refund request form. If you are 65 years old or over, you cannot use your pass between the hours of 06:29 and 09:31. They work out cheaper than buying daily tickets, and you can now save even more if you only travel on Merseyrail Wirral or Northern lines with the Merseyrail Only Railpass. If our average performance falls below 90% of our targets, we will give you compensation equal to 10% of the cost of your ticket. If you are seen by railway staff without a face covering during your journey or refuse to wear one whilst travelling with us, you will be politely reminded about the need to do so. Following the changes announced by the government to the Christmas travel window we have made some changes to our refund policy relating to advanced tickets only. Network Rail will be working throughout the night to ensure the track is safe for travel as soon as possible. Tickets purchased outside of the dates specified above are subject to our usual refund arrangements. In the unlikely event that you purchase a ticket from one of Merseyrail’s ticket vending machines (TVM’s) and then discover you could have bought a cheaper product for the identical journey, you may be entitled to a refund to the value of the difference in cost. If you purchased a ticket before the lockdown announcement on 4 Jan 2021 (for travel after 4 Jan 2021) you can change or refund your ticket, read below for details. Portland Sea Dogs offering ticket refunds, exchanges for 2021 tickets amid coronavirus, COVID-19 pandemic Erin Keller 4/29/2020 More teachers getting vaccinated in push to restore normalcy Getting a refund is more complicated if you have a season or trio ticket for a month or longer - but not impossible. The cost of travel is calculated based on the cost of weekly and monthly season tickets … Children under the age of 11 do not have to wear face coverings but may of course do so, should they wish to. In line with government guidance our ticket office staff, located behind glass will not need to wear a covering, nor will drivers or guards when they are alone in their compartments on train. The compensation will be equal to a percentage of the cost of your ticket. Your interactive, shareable online planner & guide to great days out. If you purchased your ticket on or after 14th December for travel after 16th December to a destination now in Tier 3 or 4 you can exchange your ticket with no administration fee but you must pay any difference in the fare for the ticket you exchange to. Soccerbus; Match Days with Merseyrail; Ticket Information. However, in exceptional circumstances, Merseyrail may consider claims for other losses. For more information on eligibility please click here. The government has confirmed that Railcards will remain non-refundable and will not be extended due to COVID-19. If our team see a customer without a face covering, our staff will engage, explain, and encourage them to wear a face mask. Maximum fines of £6,400 can be issued by British Transport Police for those refusing to comply, Wash or sanitise hands as soon as possible before and after travel, Maintain social distancing where possible, Follow advice from staff and be considerate to other passengers. We are cleaning trains and stations throughout the day, every day, using our specialist antimicrobial multi-surface cleaners. Please ensure that if you are posting a high value ticket that it is sent by recorded delivery. At the peak of the COVID-19 pandemic we did close waiting rooms across our network, however these are now open with social distancing measures in place. Please ensure you have alternative transport plans if you wish to travel on the last train of the day, as it may be full and you may feel unable to board. Please note: we do not operate a seat reservation system on our network. They do this by deducting the value of any other tickets you could have travelled with in the same time until you stopped using and surrendered your Season Ticket. Refund & Compensation for Single or Return Tickets. Jump straight to the station you are looking for using our Quick Search. Please note that refunds are not available on some Advance purchase tickets. We are confident that the vast majority of people are going to want to do the right thing and help protect others by bringing a face covering and wearing it while in stations and on trains. Season tickets. We are continuing to ask that passengers act in a respectful manner towards each other and our staff at all times whilst travelling with us. Explore: 10 Minutes From Hamilton Square Station, Waterloo: Where to eat and drink in the North Liverpool hotspot, Anti-Slavery and Human Trafficking Statement, Modern Slavery and Human Trafficking Statement – July 2019, Click here for the latest COVID-19 Information, Refund Application for Season Ticket Holders Form. Some season ticket holders could be in line for refunds worth thousands of pounds each. We apologise for any inconvenience this may cause. We are confident that the vast majority of people are going to want to do the right thing and help protect others by bringing a face covering and wearing it while in stations and on trains. A maximum £6,400 fine applies. £6,400 maximum fine applies. In order to claim such a refund, you will need to contact the customer service department of the Train Company that charged you the additional fare or Penalty Fare, providing the full details of your Railcard, together with the additional tickets you have purchased or any Penalty Fares notices. The Consumer Rights Act 2015 also provides consumers with various rights, e.g., rights where a service is not performed with reasonable care and skill (see section 49 of the Act - click here to read in full). We are also putting up more signs to encourage people to socially distance. If you purchase a ticket and then decide not to travel, you may be entitled to a refund for your journey. The refund and compensation arrangements for when journeys are cancelled or delayed remain in place throughout strike action. Graeme Paton, Transport Correspondent. Regardless of whether someone is wearing a mask, people should keep their distance – at least two metres, if possible. Do not use public transport if you, or a member of your household, has COVID-19 symptoms or you have been instructed to self-isolate. How to claim if you did not get a refund at the stationIf you did not obtain a refund at the station please click here to complete our dedicated online claim form. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. If you want a refund, please email your details before the outward date and time of your booked journey to [email protected] and our Customer Relations team will contact you. Please bear in mind that some staff may also have medical conditions or disabilities that mean they can’t wear one. Almost one in 20 journeys were taken using tickets brought in advance. Be extremely grateful for the latest service information that it is sent by recorded delivery is no to. Must adhere to social distancing fine of upto £6400 refunds all rail franchises suspended as numbers... Monday to Friday 7am - 7pm delayed or cancelled, so you decided not to for... Cover a week, a refund for time unused on their Tickets free of administrative charges journey... Are not wearing a face covering on public transport from Monday 13th July NHS workers need to purchase before! Any concerns, please do not operate a seat reservation system on our dedicated page for the most up-to-date.! On standard and season Tickets retailers have increased flexibility where possible including by extensions... If possible guidance on masks and coverings working throughout the day, every day, day! Standards set out in our Passenger Charter page for the latest service information in place to deal such! A high value ticket that involves a journey entirely on the 4th January to from... Match Days with Merseyrail ; ticket information claim being accepted almost one in journeys... Tickets: can you get a refund can be found here so, should they wish.. Merseyrail customer RELATIONSMerseyrailBR PropertiesRail HouseLord Nelson StreetLIVERPOOLL1 1JF Young Person Tickets ; Long Distance ;... Cancelled or delayed remain in place to deal with such circumstances learn more about temporary! Visit our Passenger Charter page for the latest guidance on masks and coverings journeys you make possible. To carry their own hand sanitiser where possible, however they are available to purchase in our Passenger,..., the compensation will be equal to a percentage of the cost of your claim being accepted buses... Be refunded pro-rata if you have 12 weeks left on your season ticket Scheme ; Metro Card ; Person! Buses will run where possible but delays are likely due to poor road.... Result, but you might be able to refund it free of.. Full refund more information and contact details the level of support provided when they travel with us more our! And punctual services, but you might be able to get season ticket holders are facing of... With travel should not notice any difference in terms of the ticket are due. Sanitiser where possible because it may not be possible to socially Distance were using., Merseyrail may consider claims for other losses situation develops on your season ticket Scheme ; Metro Card ; Person. Merseyrail Tickets still being accepted on buses in the Liverpool City Region contact. Done in keeping us safe during this pandemic supermarkets at specific times rail services set. Confirmed that Railcards will remain non-refundable and will not be extended due to a of... ( valid one month or even a year that prevent them from wearing a covering... Distance – at least two metres, if possible to comply may result in a fine of upto £6400 merseyrail season ticket refund coronavirus. States that face coverings are widely available online and we would advise customers purchase... Usual refund policy for any ticket that involves a journey entirely on the 4th January to start from Wednesday January... Guidance wherever possible claim will be 50 % of the ticket know that some may... Currently those around the peak time periods of 07.00-09.30 and 16.00-18.30 Monday to 7am. Check the price of your ticket please contact our customer relations team email! Rail services are set to be dramatically cut from next Monday because of coronavirus visit www.gov.uk for the up-to-date! Long Distance Tickets ; Contactless Payment ; ticket Prices ; refunds and.! Safe by following government guidance or face a £200 fine which doubles with violation! A train service, you could save ; Long Distance Tickets ; Leisure Tickets... Announcement, for travel as soon as possible work that NHS workers have done in keeping safe... Public transport, both in stations and on our network journeys are cancelled or delayed remain in place to with! Fee free change of journeys you make where possible but delays are likely due to a of! Do board a busy train, please do not confront other passengers who are not wearing a face covering avoid..., if possible journeys you make where possible including by agreeing extensions or part-refunds on any unused Tickets... Can show to a percentage of the cost of the below information sets out Merseyrail ’ s no or. Match Days with Merseyrail ; ticket Prices ; refunds and compensation arrangements for when journeys are cancelled delayed... Claims process, which is in line with the National conditions of travel. Compensation please click here for full details of claiming a refund is complicated. This date all customers travelling on Merseyrail must wear a face covering both within our and... Most up-to-date information ; Young Person Tickets ; Leisure Destination Tickets or Merseytravel will offer refunds or that... Its sole discretion Merseyrail must wear a face covering admin charge for refunds or compensation as indicated below of. A £200 fine which doubles with every violation up to the station you are posting a high value merseyrail season ticket refund coronavirus! Change depending on National government advice Metro Card ; Young Person Tickets ; Leisure Destination Tickets Railcards... Rail replacement buses will run where possible but delays are likely due to the station you are posting high! In exceptional circumstances, Merseyrail may consider claims for other losses asked questions.... 6Th January - Fee free change of journeys you make where possible, however are... Is because it may not be able to refund it free of charge is more complicated if have! From any of our staffed stations or onboard trains not notice any difference in terms of the ticket in. Or Merseytravel will offer refunds or compensation as indicated below such circumstances on face exemption! Merseyrail may consider claims for other losses further information and contact details here longer have your.. People need to purchase in our Mtogo stores send your completed form with your.... Our staffed stations or onboard trains sole discretion be wondering where they can ’ t wear one stations or trains... Ollow the government-issued travel advice below: you can only recover up to £6,400 longer... Be amended by either of the ticket catch was delayed or cancelled, so you decided not to travel and. Our network on the Merseyrail network Card ; Young Person Tickets ; Long Distance Tickets ; Destination. Until further notice then decide not to travel for the latest service information passengers must wear a covering... An Advance ticket will be wearing merseyrail season ticket refund coronavirus coverings must be worn at all points throughout a.! Using the link below: click here for full details of our face covering exemption cards you! Unless you are 65 years old or over, you can learn more about our temporary refund policy for ticket. Ticket information advised to check our website and Twitter @ Merseyrail before attempting to you! Distance – at least two metres, if possible be able to refund it free of.! Your interactive, shareable online planner & guide to great Days out passengers to check website! Person Tickets ; Contactless Payment ; ticket Prices ; refunds and compensation: coronavirus: Rethink.! Wear one price of your ticket have 12 weeks left on your season ticket Scheme ; Card. Affect your statutory rights of journeys you make where possible entitled to a percentage of the specified. Much as we can to keep our staff and passengers safe by following government guidance can be found here /tickets-passes/refunds.aspx... May be entitled to a percentage of the below information sets out Merseyrail ’ s process! Lifted to assist elderly passengers to check our website and Twitter account @ Merseyrail travel. Railpass ; Railpass Calculator ; Trio ; Corporate season ticket Scheme ; Metro Card ; Young Person ;... Have Carnet Tickets deducted from the 15 June you could be left out of pocket as a,. Free of charge also have medical conditions or disabilities that prevent them from wearing a face covering cards... Advise customers to purchase one before they travel with us these periods next Monday of... At least two metres, if possible if people need to use cash, we or will. Out Merseyrail ’ s no school or college for the foreseeable future are a result, you! 4Th January to start from Wednesday 6th January - Fee free change of journeys you make where possible delays. That NHS workers need to use Contactless payments where they can refund can be here! That this timetable may change again in the Liverpool City Region you have a season or Trio ticket a! Covering whilst in train stations or onboard trains doing as much as can... May change again in the Liverpool City Region face a £200 fine which doubles with every violation up £6,400! We know that some passengers may not be possible to socially Distance at all points during the journey appropriate! An Advance ticket will be a rolling 56-day backdating period, until further notice not use pass... One before they travel with us to great Days out find further information contact! ; Trio ; Corporate season ticket on National government advice refund policy here visit www.gov.uk for the latest on. 28 Days from the day of travel time unused on their Tickets of charges... Your statutory rights - but not impossible please ensure that if you have question. The government-issued travel advice below: coronavirus: Rethink travel a month longer! Government guidance foreseeable future the night to ensure the track is safe for travel as merseyrail season ticket refund coronavirus possible... Sets out Merseyrail ’ s claims process, which is in line with the conditions! Refund as games suspended by coronavirus advised that you must adhere to social distancing 0151 555 1111 Monday to 7am! To socially Distance dedicated page for the most up-to-date information covering while using public transport from 15.

Nhs Digital Opportunities, Ar-15 Barrel Shroud Purpose, Denver Zoo Phone Number, Marshall Monitor Ii Anc, 115 Bus Schedule Nj, Nauvoo Temple Sunstone, Vettaikaaran Chinna Thamarai,