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. We are minimising queues at ticket offices by encouraging people to use contactless payments where they can. However, if you were unable to present the Railcard because you had forgotten to carry it on that particular journey or mislaid it, the Train Company concerned will refund any fare or Penalty Fare paid in accordance with Condition 10. Anyone holding an Advance ticket will be able to refund it free of charge. 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. Rail replacement buses will run where possible but delays are likely due to poor road conditions. Please keep an eye on our dedicated page for the latest details using the link below: Coronavirus: Rethink Travel. If people need to use cash, we ask that they buy tickets from ticket machines if possible. The cost of travel is calculated based on the cost of weekly and monthly season tickets … If you are an annual season ticket holder, you won’t get a full refund for the period of time left on your ticket. The government has announced that passengers must wear a face covering while using public transport from Monday 15 June. We apologise for any inconvenience this may cause. £6,400 maximum fine applies. 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. One in three rail passengers who requested a season ticket refund due to the coronavirus pandemic are still waiting for a payout, according to Transport Focus. 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. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. Season tickets give you unlimited travel and you can buy one to cover a week, a month or even a year. To claim compensation please click here to complete our dedicated online claim form. 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. 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 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. Are Merseyrail tickets still being accepted on buses in the Liverpool City Region? It may not be possible to socially distance at all points throughout a journey, so we are asking people to follow government guidance and wear a face covering whilst travelling unless exempt. More information on the government guidance can be found here. If our average performance falls below 90% of our targets, we will give you compensation equal to 10% of the cost of your ticket. From Monday 15 June it is compulsory to wear a face covering whilst in train stations or onboard trains. 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. Check amended timetables here and plan your journey. Anyone not wearing a face covering who isn't exempt is liable to receive a £200 fine for a first offence which will double at each offence with a maximum fine of £6,400 from the British Transport Police. If you have Carnet tickets, retailers have increased flexibility where possible including by agreeing extensions or part-refunds on any unused Carnet tickets. Transport for Wales will provide ticket refunds on standard and season tickets. Premier League season tickets: Can you get a refund as games suspended by coronavirus? Tickets purchased outside of the dates specified above are subject to our usual refund arrangements. Please ensure that if you are posting a high value ticket that it is sent by recorded delivery. If you have a return ticket, the compensation will be 50% of the cost of the ticket. 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. 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. We are also putting up more signs to encourage people to socially distance. The discount given for purchasing an annual ticket will be deducted from the amount refunded. 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. Soccerbus; Match Days with Merseyrail; Ticket 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. Due to flooding in the South Wirral area and an amber weather warning still in place, services on the Chester & Ellesmere Port lines will not run until at least 08:00 on Thursday 21 January. A series of answers to frequently asked general questions on the Washington Wizards stance and policies around Covid-19 and the temporary postponement in regards to tickets. 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. Advance tickets purchased before the announcement, for travel to or from any station may be amended by either of the below methods. City Line: 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. 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. Due to Covid-19, we have temporarily changed our refund policy and we are no longer charging a £10 administration fee per ticket for refunds. We have processes in place to deal with such circumstances. 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. If you want to change your ticket, please take it to a ticket office before the outward date and time of your booked journey. You may choose to use one of our face covering exemption cards which you can show to a member of staff when necessary. 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. Due to flooding in the South Wirral area and an amber weather warning still in place, services on the Chester & Ellesmere Port lines will not run until at least 08:00 on Thursday 21 January. It may not be possible to socially distance at all points throughout a journey, so we are asking people to follow government guidance and wear a face covering whilst travelling. We encourage people to carry their own hand sanitiser where possible, however they are available to purchase in our Mtogo stores. Please note: we do not operate a seat reservation system on our network. A maximum of one such claim will be considered in any 12 month period. Network Rail will be working throughout the night to ensure the track is safe for travel as soon as possible. This will be a rolling 56-day backdating period, until further notice. This will be for Merseyrail to decide at its sole discretion. More information on face covering exemption cards is available here. You can learn more about our temporary refund policy here. 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. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. Season tickets. We normally run reliable and punctual services, but things do sometimes go wrong. Our team will be wearing face coverings where appropriate. We are working closely with transport operators as the Coronavirus situation develops. If you hold a weekly Railpass ticket you will be entitled to a percentage of the cost of the ticket. If you are travelling with a Railcard discounted ticket and are unable to present the Railcard when asked by the staff or authorised agents of any Train Company, you will be treated as having joined a train without a valid ticket and Condition 9 of the National Rail Conditions of Travel will apply. Please only complete this form if you believe you are entitled to a refund or compensation as a result of a cancellation or delay and hold a single or return day ticket. Due to the ongoing Covid-19 pandemic, rail services are subject to change depending on national government advice. Season Tickets. There’s no school or college for the foreseeable future. Season Tickets. Full details of claiming a refund can be found here: 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, 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, Avoid peak travel if you can (between 07:00-09:30 and 16:00-18:30), Face coverings must be worn at all times at stations or on trains, unless exempt. There is no change to our usual refund policy for any ticket that involves a journey entirely on the Merseyrail network. 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. Mental health conditions such as anxiety or panic disorders, Visual impairments or with a restricted field of vision, Anyone reliant on lip reading – including companions or carers for whom a face covering would impede their ability to communicate. 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. Getting a refund is more complicated if you have a season or trio ticket for a month or longer - but not impossible. If you do have any concerns, please do speak to a member of staff in the first instance. Your interactive, shareable online planner & guide to great days out. From the 15 June it is compulsory to wear a face covering on public transport, both in stations and on trains. 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. As the situation is continually changing, it is possible that this timetable may change again in the future. For losses caused by the delay and/or cancellation of a train service, you can only recover up to the price of your ticket. 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. We do have a range of masks for sale at all staffed ticket offices, however we do expect most passengers to bring their own. Please bear in mind that some staff may also have medical conditions or disabilities that mean they can’t wear one. If you have a single ticket, the compensation will be equal to the full cost of the ticket. Ticket offices and toilet facilities are also now open. Please note that refunds are not available on some Advance purchase tickets. The below information sets out Merseyrail’s claims process, which is in line with the National Conditions of Rail Travel. We are minimising queues at ticket offices by encouraging people to use contactless payments where they can. The coronavirus season ticket refunds before 11 May 2020 can be backdated to the date last used for travel or at least 17 March 2020 and the ones made after 12 May 2020 can only be backdated by a maximum of 56 calendar days. CORONAVIRUS. ailway season ticket holders are facing months of uncertainty amid the coronavirus crisis. Full details of claiming a refund can be found here: /tickets-passes/refunds.aspx. All applications for refunds requested due to a passenger's change of plan will be subject to a £10.00 administration charge, unless the passenger is travelling to/from a tier 3 area and bought the ticket before restrictions came in to place. Season Tickets. 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. Due to the worsening spread of coronavirus, please follow government advice and only travel for work (if essential) or for other legally permitted reasons. 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. Jump straight to the station you are looking for using our Quick Search. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. 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