Corporate Season Ticket, a refund will be made to the Company. 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. 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. A £10.00 cancellation fee will be charged. Due to the ongoing Covid-19 pandemic, rail services are subject to change depending on national government advice. More information on the government guidance can be found here. There is no change to our usual refund policy for any ticket that involves a journey entirely on the Merseyrail network. Our busiest trains are currently those around the peak time periods of 07.00-09.30 and 16.00-18.30 Monday to Friday. There’s no school or college for the foreseeable future. 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. 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. 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 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. The cost of travel is calculated based on the cost of weekly and monthly season tickets … If people need to use cash, we ask that they buy tickets from ticket machines if possible. Season Tickets. 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 travelling, please travel on a quieter train and avoid these periods. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. 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. You may still be approached by a member of our team and asked why you are not wearing a face covering. 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. We are cleaning trains and stations throughout the day, every day, using our specialist antimicrobial multi-surface cleaners. 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 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. You may choose to use one of our face covering exemption cards which you can show to a member of staff when necessary. 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. ADVANCE TICKETS . 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 … Full details of claiming a refund can be found here: /tickets-passes/refunds.aspx. This is because it may not be possible to socially distance at all points throughout a journey. Season Tickets. Are Merseyrail tickets still being accepted on buses in the Liverpool City Region? Please visit our Passenger Charter page for the latest performance figures. 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. Ticket offices and toilet facilities are also now open. 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. 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. From Monday 13th July NHS workers need to purchase a ticket to travel. Commuters to get season ticket refunds All rail franchises suspended as passengers numbers plunge. Customers requiring assistance with travel should not notice any difference in terms of the level of support provided when they travel with us. 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. Jump straight to the station you are looking for using our Quick Search. We are working closely with transport operators as the Coronavirus situation develops. 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. We apologise for any inconvenience this may cause. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. Please note that this does not affect your statutory rights. Unless you are exempt, you could be refused travel or face a £200 fine which doubles with every violation up to £6,400. Those with a concessionary pass for people with disabilities are not affected by this change. From this date all customers travelling on Merseyrail must wear a face covering both within our stations and on our trains. 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. 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. Advance tickets purchased before the announcement, for travel to or from any station may be amended by either of the below methods. 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. The compensation will be equal to a percentage of the cost of your 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. If the train you planned to catch was delayed or cancelled, so you decided not to travel you can receive a full refund. You will be refunded pro-rata if you have 12 weeks left on your season 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.” 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. As the situation is continually changing, it is possible that this timetable may change again in the future. Face coverings are widely available online and we would advise customers to purchase one before they travel with us. Please bear in mind that some staff may also have medical conditions or disabilities that mean they can’t wear one. Failure to comply may result in a fine of upto £6400. We normally run reliable and punctual services, but things do sometimes go wrong. Soccerbus; Match Days with Merseyrail; Ticket Information. For losses caused by the delay and/or cancellation of a train service, you can only recover up to the price of your 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. Where To Buy Your Tickets; Long Distance Tickets; Contactless Payment; Ticket Prices; Refunds and Compensation. We know that some passengers have illnesses or disabilities that prevent them from wearing a face covering. Refund & Compensation for Single or Return Tickets. If you purchase a ticket and then decide not to travel, you may be entitled to a refund for your journey. We encourage people to carry their own hand sanitiser where possible, however they are available to purchase in our Mtogo stores. You should visit www.gov.uk for the latest guidance on masks and coverings. We are maximising space by running more trains and carriages to make extra room for social distancing. The government has confirmed that Railcards will remain non-refundable and will not be extended due to COVID-19. 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 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. If you are 65 years old or over, you cannot use your pass between the hours of 06:29 and 09:31. If you hold a weekly Railpass ticket you will be entitled to a percentage of the cost of the ticket. 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. To claim compensation please click here to complete our dedicated online claim form. 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 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. We do have a range of masks for sale at all staffed ticket offices, however we do expect most passengers to bring their own. You can learn more about our temporary refund policy here. Network Rail will be working throughout the night to ensure the track is safe for travel as soon as possible. Our team will be wearing face coverings where appropriate. 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. Please note: we do not operate a seat reservation system on our network. 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. The discount given for purchasing an annual ticket will be deducted from the amount refunded. Several season ticket holders could be left out of pocket as a result, but you might be able to get a refund. 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. Regardless of whether someone is wearing a mask, people should keep their distance – at least two metres, if possible. 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