Cancelled or disrupted journeys policy

Metrolink trams

Metrolink operates a discretionary refund policy and tickets and passes are generally non-refundable.

In cases of disruption¹, alternative arrangements will be put in place as soon as possible. This means that Metrolink will arrange for tram tickets to be accepted on local bus or rail services, or will provide a replacement bus service running on the disrupted line(s)² . If alternative arrangements cannot be provided, Metrolink may make appropriate refund and/or compensation arrangements.

If travelling contactless, you can use your card/device to travel by replacement bus but not on trains. Please remember to touch-in at the tram stop at the start of your journey and touch-out at the end of your journey. If you do this, any contactless journeys will continue to be recorded and charged/capped as normal.

If a tram service is cancelled or disrupted, wherever possible, Metrolink will tell customers as soon as possible by:

• digital display boards on the platforms
• announcements on stops or on the tram
• Metrolink staff out on the network
• live travel updates on Twitter: @MCRMetrolink
• service updates on the TfGM.com homepage

Metrolink is not liable for any other loss arising from failure to operate (e.g. taxi fares, missed transport connections or appointments etc.)

Planned Service Changes

When there is a planned change to services for maintenance or improvement works, Metrolink will provide a replacement bus service. Where possible, buses will pick customers up and drop off at all the stops that have been affected. In those cases, you must buy your tram ticket (or touch-in with a valid pass or contactless card at the on-stop readers) as normal and show this when boarding the bus.

Lost or Stolen Tickets

If you lose your smart card or it is stolen or damaged, you should report this by logging into your online account or by phoning get me there customer services on 03000 035 035. They will arrange for a replacement card to be sent to your home address.

If you had a 28-day or annual ticket on your card, with more than 7 days left before it expires, this will be made available for collection on your new card. Please note that you will have to collect this ticket from a Metrolink smart reader. This applies even if it’s a bus ticket.

Staff at TfGM Travelshops can also request a replacement card for you but please note that, if your replacement card needs to be loaded with replacement tickets and travelcards, it must be sent to your home address. The Travelshop staff can’t add replacement tickets to your card.

Ticket refunds

Should you no longer need an annual season ticket, you can request a refund providing there are at least 28 days left on the ticket. An administration charge also applies.

If you buy a ticket valid for 7 days or more and want to cancel it before the start date, we will consider giving a refund on a case-by-case basis.

Please contact us on 03000 035 035 to ask about having your ticket refunded.

Special arrangements during national lockdown
If you have a Metrolink 28-day travelcard with at least 7 days left to use, and you no longer need it due to Coronavirus restrictions, we will refund the remainder of your ticket. Please send details using our online contact form or call us on 03000 035 035.

Other enquiries

You can contact TfGM:
- by completing an online contact form
- by email: customer.relations@tfgm.com
- by phone: 0161 244 1000

¹ “Disruption” refers to a service suspension of greater than 10 minutes in duration.
² For disruptions of up to 2 hours in duration, tickets will be accepted on certain bus routes (and/or rail services) corresponding to the affected line. For disruption lasting longer than 2 hours, a replacement bus service will be provided.