ollow the government-issued travel advice below: You can find more information and contact details. Our team will be wearing face coverings where appropriate. If people need to use cash, we ask that they buy tickets from ticket machines if possible. 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. From Monday 15 June it is compulsory to wear a face covering whilst in train stations or onboard trains. Season and Trio Tickets (valid one month or longer). Government guidance states that face coverings must be worn at all times when travelling on public transport at all points during the journey. 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. Some season ticket holders could be in line for refunds worth thousands of pounds each. 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 continuing to ask that passengers act in a respectful manner towards each other and our staff at all times whilst travelling with us. Season tickets. Railpass; Railpass Calculator; Trio; Corporate Season Ticket Scheme; Metro Card; Young Person Tickets; Leisure Destination Tickets. This will be a rolling 56-day backdating period, until further notice. We do have a range of masks for sale at all staffed ticket offices, however we do expect most passengers to bring their own. Soccerbus; Match Days with Merseyrail; Ticket Information. Monday March 23 … Rail replacement buses will run where possible but delays are likely due to poor road conditions. 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. 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. Please keep an eye on our dedicated page for the latest details using the link below: Coronavirus: Rethink Travel. To claim compensation please click here to complete our dedicated online claim form. Ticket offices and toilet facilities are also now open. 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 … The restrictions were temporarily lifted to assist elderly passengers to access supermarkets at specific times. As the situation is continually changing, it is possible that this timetable may change again in the future. Passengers are advised to check our website and Twitter @merseyrail before attempting to travel for the latest service information. All season ticket holders can claim a refund for time unused on their tickets. A Merseyrail train. £6,400 maximum fine applies. A maximum of one such claim will be considered in any 12 month period. 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 apologise for any inconvenience this may cause. Please do not confront other passengers who are not wearing a face covering. If you do have any concerns, please do speak to a member of staff in the first instance. 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 a single ticket, the compensation will be equal to the full cost of the ticket. Commuters to get season ticket refunds All rail franchises suspended as passengers numbers plunge. If you purchase a ticket and then decide not to travel, you may be entitled to a refund for your journey. Our busiest trains are currently those around the peak time periods of 07.00-09.30 and 16.00-18.30 Monday to Friday. COVID-19 Ticket Refund Update. 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). Face coverings are widely available online and we would advise customers to purchase one before they travel with us. We have processes in place to deal with such circumstances. Please note that refunds are not available on some Advance purchase tickets. Getting a refund is more complicated if you have a season or trio ticket for a month or longer - but not impossible. Please note that this does not affect your statutory rights. 0151 555 1111 Monday to Friday 7am - 7pm. If you hold a weekly Railpass ticket you will be entitled to a percentage of the cost of the ticket. You can learn more about our temporary refund policy here. If the train you planned to catch was delayed or cancelled, so you decided not to travel you can receive a full refund. The cost of travel is calculated based on the cost of weekly and monthly season tickets … 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.” 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. This will be for Merseyrail to decide at its sole discretion. To request a refund please complete the Comments form, available from any of our staffed stations or you can download one here. 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 our team see a customer without a face covering, our staff will engage, explain, and encourage them to wear a face mask. Following the changes announced by the government to the Christmas travel window we have made some changes to our refund policy relating to advanced tickets only. Due to the worsening spread of coronavirus, please follow government advice and only travel for work (if essential) or for other legally permitted reasons. 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 have a question that isn't answered here, please contact us through our social media channels (Twitter and Facebook). We are also putting up more signs to encourage people to socially distance. The compensation will be equal to a percentage of the cost of your ticket. 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. From the 15 June it is compulsory to wear a face covering on public transport, both in stations and on trains. 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. Customers requiring assistance with travel should not notice any difference in terms of the level of support provided when they travel with us. 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. More information on the government guidance can be found here. How much you could be refused travel or face a £200 fine which with... 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