Unless you are exempt, you could be refused travel or face a £200 fine which doubles with every violation up to £6,400. Please note that refunds are not available on some Advance purchase tickets. More information on the government guidance 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. Share; Tweet; Lockdown announced on the 4th January to start from Wednesday 6th January - Fee free Change of journeys . 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. 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 you are travelling please follow the government-issued travel advice below: Click here for full details of our current timetable. 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. 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. 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 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. 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 … 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. Jump straight to the station you are looking for using our Quick Search. 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. Passengers are advised to check our website and Twitter @merseyrail before attempting to travel for the latest service information. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. Refunds can only be backdated with evidence that illness … If you are 65 years old or over, you cannot use your pass between the hours of 06:29 and 09:31. 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. Please note that this does not affect your statutory rights. 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. We apologise for any inconvenience this may cause. Our team will be wearing face coverings where appropriate. Commuters to get season ticket refunds All rail franchises suspended as passengers numbers plunge. We are also putting up more signs to encourage people to socially distance. You should visit www.gov.uk for the latest guidance on masks and coverings. 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. We have processes in place to deal with such circumstances. We are maximising space by running more trains and carriages to make extra room for social distancing. CORONAVIRUS. 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. There’s no school or college for the foreseeable future. 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. Season 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. 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. 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. Please keep an eye on our dedicated page for the latest details using the link below: Coronavirus: Rethink Travel. You may choose to use one of our face covering exemption cards which you can show to a member of staff when necessary. However, in exceptional circumstances, Merseyrail may consider claims for other losses. 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. 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. From Monday 13th July NHS workers need to purchase a ticket to travel. Anyone holding an Advance ticket will be able to get a refund free of charge, while administrative fees have been waived for season ticket refunds. Season Tickets. UK rail services are set to be dramatically cut from next Monday because of coronavirus. 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 know that some passengers have illnesses or disabilities that prevent them from wearing a face covering. 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 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. 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. 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. A maximum of one such claim will be considered in any 12 month period. We do have a range of masks for sale at all staffed ticket offices, however we do expect most passengers to bring their own. 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. Premier League season tickets: Can you get a refund as games suspended by coronavirus? 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. We are minimising queues at ticket offices by encouraging people to use contactless payments where they can. 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. The refund and compensation arrangements for when journeys are cancelled or delayed remain in place throughout strike action. 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. If you no longer have your ticket please contact us. Merseyrail Railpass Calculator - Check the price of a season ticket for your journey and how much you could save. Customers requiring assistance with travel should not notice any difference in terms of the level of support provided when they travel with us. 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 want to change your ticket, please take it to a ticket office before the outward date and time of your booked journey. We encourage people to carry their own hand sanitiser where possible, however they are available to purchase in our Mtogo stores. Please do not confront other passengers who are not wearing a face covering. 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. The below information sets out Merseyrail’s claims process, which is in line with the National Conditions of Rail Travel. We continue to be extremely grateful for the hard work that NHS workers have done in keeping us safe during this pandemic. £6,400 maximum fine applies. If you hold a weekly Railpass ticket you will be entitled to a percentage of the cost of the ticket. We apologise for any inconvenience this may cause. Many passengers will be wondering where they stand as Covid-19 causes things to change by the day . ollow the government-issued travel advice below: You can find more information and contact details. 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. If our average performance falls below 90% of our targets, we will give you compensation equal to 10% of the cost of your ticket. We are working closely with transport operators as the Coronavirus situation develops. COVID-19 Ticket Refund Update. 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. We are also putting up more signs to encourage people to socially distance. Government guidance states that face coverings must be worn at all times when travelling on public transport at all points during the journey. Jump straight to the station you are looking for using our Quick Search. We normally run reliable and punctual services, but things do sometimes go wrong. 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. For losses caused by the delay and/or cancellation of a train service, you can only recover up to the price of your ticket. 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. ADVANCE TICKETS . Failure to comply may result in a fine of upto £6400. The compensation will be equal to a percentage of the cost of your ticket. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. Regardless of whether someone is wearing a mask, people should keep their distance – at least two metres, if possible. 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 are minimising queues at ticket offices by encouraging people to use contactless payments where they can. You can find more information and contact details here. Rail replacement buses will run where possible but delays are likely due to poor road conditions. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. Season Tickets. 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. From this date all customers travelling on Merseyrail must wear a face covering both within our stations and on our trains. 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 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. The compensation will be equal to a percentage of the cost of your ticket. If you have a return ticket, the compensation will be 50% of the cost of the ticket. 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. 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. 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. Season tickets give you unlimited travel and you can buy one to cover a week, a month or even a year. 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 confirmed that Railcards will remain non-refundable and will not be extended due to COVID-19. Anyone holding an Advance ticket will be able to refund it free of charge. Transport for Wales will provide ticket refunds on standard and season tickets. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. To claim compensation please click here to complete our dedicated online claim form. 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. 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. 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. 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. If you purchase a ticket and then decide not to travel, you may be entitled to a refund for your journey. Getting a refund is more complicated if you have a season or trio ticket for a month or longer - but not impossible. If you have Carnet tickets, retailers have increased flexibility where possible including by agreeing extensions or part-refunds on any unused Carnet tickets. The mayor of Liverpool City Region has called for an inquiry after Merseyrail services were halted when "adverse weather conditions" were forecast. 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 doing as much as we can to keep our staff and passengers safe by following government guidance. City Line: Soccerbus; Match Days with Merseyrail; Ticket Information. Soccerbus; Match Days with Merseyrail; Ticket Information. Monday March 23 … A £10.00 cancellation fee will be charged. 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. To request a refund please complete the Comments form, available from any of our staffed stations or you can download one here. This will usually be within 14 days of your claim being accepted. Please contact our customer relations team [email protected] to discuss this further. A Merseyrail train. The government has announced that passengers must wear a face covering while using public transport from Monday 15 June. Soccerbus; Match Days with Merseyrail; Ticket Information. 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 do have a range of masks for sale at all staffed ticket offices, however we do expect most passengers to bring their own. Almost one in 20 journeys were taken using tickets brought in advance. 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. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. Due to the worsening spread of coronavirus, please follow government advice and only travel for work (if essential) or for other legally permitted reasons. Your interactive, shareable online planner & guide to great days out. Check amended timetables here and plan your journey. 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. Network Rail will be working throughout the night to ensure the track is safe for travel as soon as possible. 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. These include: In line with government guidance (which can be found here) you will still be able to travel without the need for a covering but should continue to follow all social distancing guidance and hygiene measures where you can do so. This will be for Merseyrail to decide at its sole discretion. 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 Passengers are advised to check our website and Twitter @merseyrail before attempting to travel for the latest service information. There is no admin charge for refunds or compensation that are a result of delays or cancellations. Please bear in mind that some staff may also have medical conditions or disabilities that mean they can’t wear one. 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. For more information on eligibility please click here. 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. 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. ailway season ticket holders are facing months of uncertainty amid the coronavirus crisis. Aim to reduce the number of journeys you make where possible. Corporate Season Ticket, a refund will be made to the Company. Several season ticket holders could be left out of pocket as a result, but you might be able to get a refund. 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. More information on face covering exemption cards is available here. Tickets purchased outside of the dates specified above are subject to our usual refund arrangements. From Monday 15 June it is compulsory to wear a face covering whilst in train stations or onboard trains. All season ticket holders can claim a refund for time unused on their tickets. 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. The discount given for purchasing an annual ticket will be deducted from the amount refunded. 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.” Your interactive, shareable online planner & guide to great days out. Soccerbus; Match Days with Merseyrail; Ticket Information. Due to the ongoing Covid-19 pandemic, rail services are subject to change depending on national government advice. If the train you planned to catch was delayed or cancelled, so you decided not to travel you can receive a full refund. You can learn more about our temporary refund policy here. 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. 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. 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. 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. We are maximising space by running more trains and carriages to make extra room for social distancing. Please visit our Passenger Charter page for the latest performance figures. If you have a question that isn't answered here, please contact us through our social media channels (Twitter and Facebook). Please find further information and frequently asked questions below. 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. If our team see a customer without a face covering, our staff will engage, explain, and encourage them to wear a face mask. 0151 555 1111 Monday to Friday 7am - 7pm. This will be a rolling 56-day backdating period, until further notice. As the situation is continually changing, it is possible that this timetable may change again in the future. Graeme Paton, Transport Correspondent. 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. Face coverings are widely available online and we would advise customers to purchase one before they travel with us. If you do board a busy train, please be advised that you must adhere to social distancing guidance wherever possible. We are cleaning trains and stations throughout the day, every day, using our specialist antimicrobial multi-surface cleaners. The cost of travel is calculated based on the cost of weekly and monthly season tickets … 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. Refund applications must be made within 28 days from the day of travel. Refund & Compensation for Single or Return Tickets. 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