merseyrail season ticket refund coronavirus

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. UK rail services are set to be dramatically cut from next Monday because of coronavirus. We are maximising space by running more trains and carriages to make extra room for social distancing. 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. The discount given for purchasing an annual ticket will be deducted from the amount refunded. Please find further information and frequently asked questions below. Some season ticket holders could be in line for refunds worth thousands of pounds each. Share; Tweet; Lockdown announced on the 4th January to start from Wednesday 6th January - Fee free Change of journeys . If you are travelling please follow the government-issued travel advice below: Click here for full details of our current timetable. 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. Almost one in 20 journeys were taken using tickets brought in advance. 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. 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. If you have a single ticket, the compensation will be equal to the full cost of the ticket. 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 We are working closely with transport operators as the Coronavirus situation develops. 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. If you are an annual season ticket holder, you won’t get a full refund for the period of time left on your ticket. Please contact our customer relations team [email protected] to discuss this further. 0151 555 1111 Monday to Friday 7am - 7pm. From the 15 June it is compulsory to wear a face covering on public transport, both in stations and on trains. A maximum £6,400 fine applies. Passengers are advised to check our website and Twitter @merseyrail before attempting to travel for the latest service information. 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.” 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. To claim compensation please click here to complete our dedicated online claim form. 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. If people need to use cash, we ask that they buy tickets from ticket machines if possible. For losses caused by the delay and/or cancellation of a train service, you can only recover up to the price of your ticket. £6,400 maximum fine applies. Season and Trio Tickets (valid one month or longer). 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. 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. To request a refund please complete the Comments form, available from any of our staffed stations or you can download one here. Please be aware that some passengers may not be able to wear a mask due to a medical condition. This will be a rolling 56-day backdating period, until further notice. Please keep an eye on our dedicated page for the latest details using the link below: Coronavirus: Rethink Travel. 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 … We are also putting up more signs to encourage people to socially distance. Getting a refund is more complicated if you have a season or trio ticket for a month or longer - but not impossible. Transport for Wales will provide ticket refunds on standard and season tickets. Monday March 23 … 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. 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. If you have a question that isn't answered here, please contact us through our social media channels (Twitter and Facebook). There is no change to our usual refund policy for any ticket that involves a journey entirely on the Merseyrail network. 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 have a return ticket, the compensation will be 50% of the cost of the ticket. Check amended timetables here and plan your journey. 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. Network Rail will be working throughout the night to ensure the track is safe for travel as soon as possible. Soccerbus; Match Days with Merseyrail; Ticket Information. Please note that refunds are not available on some Advance purchase tickets. Children under the age of 11 do not have to wear face coverings but may of course do so, should they wish to. Tickets purchased outside of the dates specified above are subject to our usual refund arrangements. COVID-19 Ticket Refund Update. You should visit www.gov.uk for the latest guidance on masks and coverings. Season tickets. If you no longer have your ticket please contact us. 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. 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. ADVANCE TICKETS . 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. If the train you planned to catch was delayed or cancelled, so you decided not to travel you can receive a full refund. 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. Refund & Compensation for Single or Return Tickets. However, in exceptional circumstances, Merseyrail may consider claims for other losses. You may still be approached by a member of our team and asked why you are not wearing a face covering. 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. 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. 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. Many passengers will be wondering where they stand as Covid-19 causes things to change by the day . Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. 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 cleaning trains and stations throughout the day, every day, using our specialist antimicrobial multi-surface cleaners. 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. The mayor of Liverpool City Region has called for an inquiry after Merseyrail services were halted when "adverse weather conditions" were forecast. 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. 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. We apologise for any inconvenience this may cause. 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. You can learn more about our temporary refund policy here. 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 know that some passengers have illnesses or disabilities that prevent them from wearing a face covering. Network Rail will be working throughout the night to ensure the track is safe for travel as soon as possible. If you hold a weekly Railpass ticket you will be entitled to a percentage of the cost of the ticket. Please ensure that if you are posting a high value ticket that it is sent by recorded delivery. 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. Failure to comply may result in a fine of upto £6400. Season Tickets. From Monday 13th July NHS workers need to purchase a ticket to travel. 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. All season ticket holders can claim a refund for time unused on their 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. If you have Carnet tickets, retailers have increased flexibility where possible including by agreeing extensions or part-refunds on any unused Carnet tickets. Graeme Paton, Transport Correspondent. Season Tickets. 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. Advance tickets purchased before the announcement, for travel to or from any station may be amended by either of the below methods. Refund applications must be made within 28 days from the day of travel. 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 also putting up more signs to encourage people to socially distance. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and 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. 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. You will be refunded pro-rata if you have 12 weeks left on your season ticket. 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 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. A £10.00 cancellation fee will be charged. Refunds can only be backdated with evidence that illness … If you are travelling, please travel on a quieter train and avoid these periods. Commuters to get season ticket refunds All rail franchises suspended as passengers numbers plunge. For more information on eligibility please click here. Merseyrail Railpass Calculator - Check the price of a season ticket for your journey and how much you could save. 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. 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. 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. Customers requiring assistance with travel should not notice any difference in terms of the level of support provided when they travel with us. This will be for Merseyrail to decide at its sole discretion. 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. Rail replacement buses will run where possible but delays are likely due to poor road conditions. Season tickets give you unlimited travel and you can buy one to cover a week, a month or even a year. The below information sets out Merseyrail’s claims process, which is in line with the National Conditions of Rail Travel. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. Your interactive, shareable online planner & guide to great days out. 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. From this date all customers travelling on Merseyrail must wear a face covering both within our stations and on our 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. This is because it may not be possible to socially distance at all points throughout a journey. Jump straight to the station you are looking for using our Quick Search. 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 advise all passengers to check our website and Twitter account @merseyrail before travel for the most up-to-date information. 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 doing as much as we can to keep our staff and passengers safe by following government guidance. You can find more information and contact details here. 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. The restrictions were temporarily lifted to assist elderly passengers to access supermarkets at specific times. Face coverings are widely available online and we would advise customers to purchase one before they travel with us. 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 have processes in place to deal with such circumstances. Corporate Season Ticket, a refund will be made to the Company. Please visit our Passenger Charter page for the latest performance figures. There’s no school or college for the foreseeable future. Are Merseyrail tickets still being accepted on buses in the Liverpool City Region? ailway season ticket holders are facing months of uncertainty amid the coronavirus crisis. City Line: 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. Government guidance states that face coverings must be worn at all times when travelling on public transport at all points during the journey. 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. A Merseyrail train. More information on face covering exemption cards is available here. 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. There is no admin charge for refunds or compensation that are a result of delays or cancellations. Passengers are advised to check our website and Twitter @merseyrail before attempting to travel for the latest service information. Unless you are exempt, you could be refused travel or face a £200 fine which doubles with every violation up to £6,400. If our service fails the standards set out in our Passenger Charter, we or Merseytravel will offer refunds or compensation as indicated below. 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. 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. Rail replacement buses will run where possible but delays are likely due to poor road conditions. Please do not confront other passengers who are not wearing a face covering. ollow the government-issued travel advice below: You can find more information and contact details. The cost of travel is calculated based on the cost of weekly and monthly season tickets … We are minimising queues at ticket offices by encouraging people to use contactless payments where they can. If you do board a busy train, please be advised that you must adhere to social distancing guidance wherever possible. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. Please send your completed form with your ticket to: Freepost MERSEYRAIL CUSTOMER RELATIONSMerseyrailBR PropertiesRail HouseLord Nelson StreetLIVERPOOLL1 1JF. 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. 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. Due to the ongoing Covid-19 pandemic, rail services are subject to change depending on national government advice. 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. Regardless of whether someone is wearing a mask, people should keep their distance – at least two metres, if 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. We do have a range of masks for sale at all staffed ticket offices, however we do expect most passengers to bring their own. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. Soccerbus; Match Days with Merseyrail; Ticket Information. If you purchase a ticket and then decide not to travel, you may be entitled to a refund for your journey. 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. If our average performance falls below 90% of our targets, we will give you compensation equal to 10% of the cost of your ticket. Ticket holders should contact their retailer for details. Soccerbus; Match Days with Merseyrail; Ticket Information. 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. We apologise for any inconvenience this may cause. 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. 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 … Season Tickets. 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. The government has confirmed that Railcards will remain non-refundable and will not be extended due to COVID-19. 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 normally run reliable and punctual services, but things do sometimes go wrong. 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. 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. Our team will be wearing face coverings where appropriate. All season ticket holders can claim a refund for time unused on their tickets free of administrative charges. 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. UK rail services are set to be dramatically cut from next Monday because of coronavirus. You may choose to use one of our face covering exemption cards which you can show to a member of staff when necessary. Please note: we do not operate a seat reservation system on our network. If you do have any concerns, please do speak to a member of staff in the first instance. A maximum of one such claim will be considered in any 12 month period. If you purchased your ticket on our website or in our mobile app (excluding Smartcard tickets) please do not use this refund request form. 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