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We are also putting up more signs to encourage people to socially distance. We are cleaning trains and stations throughout the day, every day for those that need to travel focusing on specialist cleaning products alongside our multi-surface cleaners that are used throughout the day. 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. 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. 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. For losses caused by the delay and/or cancellation of a train service, you can only recover up to the price of your ticket. 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. If you are an annual season ticket holder, you won’t get a full refund for the period of time left on your ticket. 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. There is no admin charge for refunds or compensation that are a result of delays or cancellations. 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. If you do have any concerns, please do speak to a member of staff in the first instance. 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. We are maximising space by running more trains and carriages to make extra room for social distancing. There’s no school or college for the foreseeable future. The cost of travel is calculated based on the cost of weekly and monthly season tickets … COVID-19 Ticket Refund Update. If our average performance falls below 90% of our targets, we will give you compensation equal to 10% of the cost of your ticket. You may still be approached by a member of our team and asked why you are not wearing a face covering. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. If you bought your tickets directly from the event organiser or primary ticket retailers, such as See Tickets or Ticketmaster, you will benefit from some consumer protections. Season Tickets. 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. Please note that this does not affect your statutory rights. However, it may not be possible to socially distance at all times on the Merseyrail network so face coverings must be worn at all times. If, over the period of your ticket covers, our average performance has been between 91.9% and 90% of our targets as set out in the Passenger Charter, we will give compensation equal to 5% of the cost of your ticket. If our team see a customer without a face covering, our staff will engage, explain, and encourage them to wear a face mask. 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. Advance tickets purchased before the announcement, for travel to or from any station may be amended by either of the below methods. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. 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. The compensation will be equal to a percentage of the cost of your ticket. 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. 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. 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. Those with a concessionary pass for people with disabilities are not affected by this change. 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. Graeme Paton, Transport Correspondent. Please send your completed form with your ticket to: Freepost MERSEYRAIL CUSTOMER RELATIONSMerseyrailBR PropertiesRail HouseLord Nelson StreetLIVERPOOLL1 1JF. Getting a refund is more complicated if you have a season or trio ticket for a month or longer - but not impossible. Soccerbus; Match Days with Merseyrail; Ticket Information. The compensation will be equal to a percentage of the cost of your ticket. Please be aware that some passengers may not be able to wear a mask due to a medical condition. Tickets purchased outside of the dates specified above are subject to our usual refund arrangements. Corporate Season Ticket, a refund will be made to the Company. Transport for Wales will provide ticket refunds on standard and season tickets. 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. Unless you are exempt, you could be refused travel or face a £200 fine which doubles with every violation up to £6,400. Season tickets give you unlimited travel and you can buy one to cover a week, a month or even a year. If people need to use cash, we ask that they buy tickets from ticket machines if possible. This is because it may not be possible to socially distance at all points throughout a journey. 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. Coronavirus information You must wear face coverings over your mouth and nose at all points of your journey – from when you enter the station to when you exit the station at your destination. 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. Premier League season tickets: Can you get a refund as games suspended by coronavirus? 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. 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. Rail replacement buses will run where possible but delays are likely due to poor road conditions. 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. 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 … Passengers are advised to check our website and Twitter @merseyrail before attempting to travel for the latest service information. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. If you have a return ticket, the compensation will be 50% of the cost of the ticket. 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. Customers requiring assistance with travel should not notice any difference in terms of the level of support provided when they travel with us. Rail replacement buses will run where possible but delays are likely due to poor road conditions. Some season ticket holders could be in line for refunds worth thousands of pounds each. 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 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. Please keep an eye on our dedicated page for the latest details using the link below: Coronavirus: Rethink Travel. £6,400 maximum fine applies. Your interactive, shareable online planner & guide to great days out. Soccerbus; Match Days with Merseyrail; Ticket Information. 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. We are minimising queues at ticket offices by encouraging people to use contactless payments where they can. 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. 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 you have a question that isn't answered here, please contact us through our social media channels (Twitter and Facebook). We are working closely with transport operators as the Coronavirus situation develops. From Monday 15 June it is compulsory to wear a face covering whilst in train stations or onboard trains. Monday March 23 … This will be a rolling 56-day backdating period, until further notice. 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. Please do not confront other passengers who are not wearing a face covering. 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. 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. We are minimising queues at ticket offices by encouraging people to use contactless payments where they can. Please find further information and frequently asked questions below. The restrictions were temporarily lifted to assist elderly passengers to access supermarkets at specific times. 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. Merseyrail has said that attempts may be made to run a service if conditions improve, so are advising passengers to check their Twitter on @merseyrail.. Andy Heath, Managing Director at Merseyrail, said: “We have been working hard over the last few weeks to prepare the network for adverse winter weather conditions, covering the rail with anti-ice and running trains throughout the … If you hold a weekly Railpass ticket you will be entitled to a percentage of the cost of the ticket. 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.” Please ensure that if you are posting a high value ticket that it is sent by recorded delivery. City Line: However, in exceptional circumstances, Merseyrail may consider claims for other losses. If you have a single ticket, the compensation will be equal to the full cost of the ticket. 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. Due to the worsening spread of coronavirus, please follow government advice and only travel for work (if essential) or for other legally permitted reasons. From this date all customers travelling on Merseyrail must wear a face covering both within our stations and on our trains. Due to the ongoing Covid-19 pandemic, rail services are subject to change depending on national government advice. Children under the age of 11 do not have to wear face coverings but may of course do so, should they wish to. For more information on eligibility please click here. Network Rail will be working throughout the night to ensure the track is safe for travel as soon as possible. If you purchase a ticket and then decide not to travel, you may be entitled to a refund for your journey. As the situation is continually changing, it is possible that this timetable may change again in the future. The refund and compensation arrangements for when journeys are cancelled or delayed remain in place throughout strike action. 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. We are maximising space by running more trains and carriages to make extra room for social distancing. Government guidance states that face coverings must be worn at all times when travelling on public transport at all points during the journey. Several season ticket holders could be left out of pocket as a result, but you might be able to get a refund. Regardless of whether someone is wearing a mask, people should keep their distance – at least two metres, if possible. Jump straight to the station you are looking for using our Quick Search. 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. You should visit www.gov.uk for the latest guidance on masks and coverings. Ticket holders should contact their retailer for details. If you want to change your ticket, please take it to a ticket office before the outward date and time of your booked journey. This will usually be within 14 days of your claim being accepted. If you purchased your ticket on our website or in our mobile app (excluding Smartcard tickets) please do not use this refund request form. We are cleaning trains and stations throughout the day, every day, using our specialist antimicrobial multi-surface cleaners. 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. 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 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. The below information sets out Merseyrail’s claims process, which is in line with the National Conditions of Rail Travel. We will of course ensure that any passenger comments are included as part of any future review of the timetable arrangements in line with the changing nature of the pandemic. 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. 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). Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. You will be refunded pro-rata if you have 12 weeks left on your season ticket. There is no change to our usual refund policy for any ticket that involves a journey entirely on the Merseyrail network. 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. If you are travelling please follow the government-issued travel advice below: Click here for full details of our current timetable. Season Tickets. Check amended timetables here and plan your journey. Season tickets. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. Season Tickets. If you do board a busy train, please be advised that you must adhere to social distancing guidance wherever possible. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. Full details of claiming a refund can be found here: /tickets-passes/refunds.aspx. Ticket offices and toilet facilities are also now open. However, with the gradual easing of lockdown restrictions, we have reinstated the restrictions to reduce demand during peak times and ensure the safety of our passengers as more industries return to work. Please contact our customer relations team [email protected] to discuss this further. 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. We know that some passengers have illnesses or disabilities that prevent them from wearing a face covering. 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. 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. The discount given for purchasing an annual ticket will be deducted from the amount refunded. More information on face covering exemption cards is available here. Almost one in 20 journeys were taken using tickets brought in advance. Refunds can only be backdated with evidence that illness … All season ticket holders can claim a refund for time unused on their tickets free of administrative charges. You may choose to use one of our face covering exemption cards which you can show to a member of staff when necessary. You should bear in mind that some trains may also be busier at other times so we would advise passengers to plan ahead and leave extra time for their journey as you may choose not to board a train and wait for the next if a train is full. 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. 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. We advise all passengers to check our website and Twitter account @merseyrail before travel for the most up-to-date information. We have processes in place to deal with such circumstances. If you are 65 years old or over, you cannot use your pass between the hours of 06:29 and 09:31. We are doing as much as we can to keep our staff and passengers safe by following government guidance. ollow the government-issued travel advice below: You can find more information and contact details. 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. Aim to reduce the number of journeys you make where possible. A Merseyrail train. You can find more information and contact details here. Season and Trio Tickets (valid one month or longer). 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. Are Merseyrail tickets still being accepted on buses in the Liverpool City Region? 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. We normally run reliable and punctual services, but things do sometimes go wrong. From Monday 13th July NHS workers need to purchase a ticket to travel. From the 15 June it is compulsory to wear a face covering on public transport, both in stations and on trains. We apologise for any inconvenience this may cause. The mayor of Liverpool City Region has called for an inquiry after Merseyrail services were halted when "adverse weather conditions" were forecast. Commuters to get season ticket refunds All rail franchises suspended as passengers numbers plunge. We encourage people to carry their own hand sanitiser where possible, however they are available to purchase in our Mtogo stores. Merseyrail Railpass Calculator - Check the price of a season ticket for your journey and how much you could save. 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 visit our Passenger Charter page for the latest performance figures. Jump straight to the station you are looking for using our Quick Search. Your interactive, shareable online planner & guide to great days out. Share; Tweet; Lockdown announced on the 4th January to start from Wednesday 6th January - Fee free Change of journeys . In making changes to the timetable, our planning team have had to balance the needs of our customers, taking into account where and when most passengers board and alight our services. Our busiest trains are currently those around the peak time periods of 07.00-09.30 and 16.00-18.30 Monday to Friday. 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. If the train you planned to catch was delayed or cancelled, so you decided not to travel you can receive a full refund. We apologise for any inconvenience this may cause. A maximum £6,400 fine applies. Please note that refunds are not available on some Advance purchase tickets. You can learn more about our temporary refund policy here. A £10.00 cancellation fee will be charged. 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. The government has confirmed that Railcards will remain non-refundable and will not be extended due to COVID-19. 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. We do have a range of masks for sale at all staffed ticket offices, however we do expect most passengers to bring their own. If you hand in your refund form at any of our stations, staff will arrange for it to be forwarded to our Customer Relations Team. 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. 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 … The Liverpool City Region’s free NHS travel scheme was one of the first to be launched, and one of the last to be brought to an end. 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