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. 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. However, in exceptional circumstances, Merseyrail may consider claims for other losses. 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. Several season ticket holders could be left out of pocket as a result, but you might be able to get a refund. £6,400 maximum fine applies. A Merseyrail train. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. 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 our team see a customer without a face covering, our staff will engage, explain, and encourage them to wear a face mask. If you no longer have your ticket please contact us. There is no change to our usual refund policy for any ticket that involves a journey entirely on the Merseyrail network. Those with a concessionary pass for people with disabilities are not affected by this change. 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. Due to the worsening spread of coronavirus, please follow government advice and only travel for work (if essential) or for other legally permitted reasons. If the train you planned to catch was delayed or cancelled, so you decided not to travel you can receive a full refund. UK rail services are set to be dramatically cut from next Monday because of coronavirus. Anyone holding an Advance ticket will be able to refund it free of charge. Face coverings are widely available online and we would advise customers to purchase one before they travel with us. Jump straight to the station you are looking for using our Quick Search. 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 mayor of Liverpool City Region has called for an inquiry after Merseyrail services were halted when "adverse weather conditions" were forecast. 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. 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. 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. 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). 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. The discount given for purchasing an annual ticket will be deducted from the amount refunded. 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. Season and Trio Tickets (valid one month or longer). Children under the age of 11 do not have to wear face coverings but may of course do so, should they wish to. Premier League season tickets: Can you get a refund as games suspended by coronavirus? You should visit www.gov.uk for the latest guidance on masks and coverings. Due to the ongoing Covid-19 pandemic, rail services are subject to change depending on national government advice. Tickets purchased outside of the dates specified above are subject to our usual refund arrangements. We know that some passengers have illnesses or disabilities that prevent them from wearing a face covering. Commuters to get season ticket refunds All rail franchises suspended as passengers numbers plunge. As the situation is continually changing, it is possible that this timetable may change again in the future. 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 Season Tickets. 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. 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 … 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. 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. The below information sets out Merseyrail’s claims process, which is in line with the National Conditions of Rail Travel. We are also putting up more signs to encourage people to socially distance. ADVANCE TICKETS . Almost one in 20 journeys were taken using tickets brought in advance. Check amended timetables here and plan your journey. If you’re looking to buy a Weekly Season Ticket and your first day of travel is a Monday (or a Tuesday after a bank holiday Monday), you can buy your ticket anytime from 6am the Sunday before. 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. From Monday 13th July NHS workers need to purchase a ticket to travel. The government has announced that passengers must wear a face covering while using public transport from Monday 15 June. 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. Share; Tweet; Lockdown announced on the 4th January to start from Wednesday 6th January - Fee free Change of journeys . From Monday 15 June it is compulsory to wear a face covering whilst in train stations or onboard trains. 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. COVID-19 Ticket Refund Update. Ticket offices and toilet facilities are also now open. 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. To request a refund please complete the Comments form, available from any of our staffed stations or you can download one here. If you purchase a ticket and then decide not to travel, you may be entitled to a refund for your journey. Rail replacement buses will run where possible but delays are likely due to poor road conditions. 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 hand in your refund form at any of our stations, staff will arrange for it to be forwarded to our Customer Relations Team. 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. You may still be approached by a member of our team and asked why you are not wearing a face covering. Refund & Compensation for Single or Return Tickets. 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. We are working closely with transport operators as the Coronavirus situation develops. 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. 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. 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. Graeme Paton, Transport Correspondent. Passengers are advised to check our website and Twitter @merseyrail before attempting to travel for the latest service information. Please find further information and frequently asked questions below. Season tickets give you unlimited travel and you can buy one to cover a week, a month or even a year. Your interactive, shareable online planner & guide to great days out. Soccerbus; Match Days with Merseyrail; Ticket Information. Merseyrail Railpass Calculator - Check the price of a season ticket for your journey and how much you could save. Season Tickets. The government has confirmed that Railcards will remain non-refundable and will not be extended due to COVID-19. 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. 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 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. Monday March 23 … A £10.00 cancellation fee will be charged. A maximum of one such claim will be considered in any 12 month period. The refund and compensation arrangements for when journeys are cancelled or delayed remain in place throughout strike action. 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. 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. Jump straight to the station you are looking for using our Quick Search. 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. Season Tickets. More information on face covering exemption cards is available here. We have processes in place to deal with such circumstances. 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. Regardless of whether someone is wearing a mask, people should keep their distance – at least two metres, if possible. Advance tickets purchased before the announcement, for travel to or from any station may be amended by either of the below methods. Please note: we do not operate a seat reservation system on our network. 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 contact our customer relations team [email protected] to discuss this further. All season ticket holders can claim a refund for time unused on their tickets. From the 15 June it is compulsory to wear a face covering on public transport, both in stations and on trains. Refunds can only be backdated with evidence that illness … The cost of travel is calculated based on the cost of weekly and monthly season tickets … For losses caused by the delay and/or cancellation of a train service, you can only recover up to the price of your ticket. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. 0151 555 1111 Monday to Friday 7am - 7pm. 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. Government guidance states that face coverings must be worn at all times when travelling on public transport at all points during the journey. Our team will be wearing face coverings where appropriate. Unless you are exempt, you could be refused travel or face a £200 fine which doubles with every violation up to £6,400. 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