Skip to main content

Metrolink disruption on Monday 19 February – Guide to your compensation

A guide for passengers on how to claim your compensation

On Monday 19 February we let you down. The Metrolink network was affected by two separate issues, one just south of Bury and one at Cornbrook. This caused significant disruption to a large number of passengers and meant your journeys were delayed and inconvenienced. This was a major event and whilst investigations continue as to what happened I want you to know that it is not good enough and we must do better. I am truly sorry for getting you home late, for not getting you where you needed to be and for badly affecting your Monday evening.

KeolisAmey Metrolink (KAM) and TfGM teams worked through the night to fix the problem as quickly as possible and we collaborated with our rail and bus colleagues to provide alternative travel arrangements for you. However, lessons will be learned and improvements made.It is right that you are offered compensation for your poor experience on Monday and detailed below is a guide to how you can claim.

You will need to email Refunds1902@metrolink.co.uk no later than Saturday 31 March 2018.

There were a lot of customers affected and we are expecting a large number of requests for compensation.To help with this and to process your claim as quickly as possible we are bringing in additional staff and expertise. Please bear with my team as they work through the claims received.

TfGM’s customer service team have been kept up to date and if you need their assistance they are available to help you submit your claim. They can be contacted on 0161 244 1000.

Finally I want to reiterate my sincerest apologies to you. You have my commitment that resolving this situation is my number one priority.

Aline Frantzen
Managing Director at KeolisAmey Metrolink


How to claim your compensation

We are asking customers to email us at Refunds1902@metrolink.co.uk with details of the ticket used and how it was purchased on Monday 19 February.

Get me there

Customer who purchased a ticket through the ‘Get me there’ App should;

  1. Email Refunds1902@metrolink.co.uk with the word APP in the subject header.
  2. Include the email address you have registered with ‘Get me there’APP.
  3. We will then issue you with a voucher code which you will be able to use against future purchases via the APP for an All Day Travelcard.

Paper Ticket

Customers who purchased a paper ticket from a platform ticket machine should;

  1. Email Refunds1902@metrolink.co.uk with the words Paper Ticket in the subject header.
  2. Submit a photograph or scan of your ticket.
  3. Provide a postal address.
  4. We will then issue a Metrolink scratch card allowing a full day’s travel anywhere on the network.

SMART Card

Customers who purchased via a SMART Card i.e. ‘Get me there’ should;

  1. Email Refunds1902@metrolink.co.uk with the words Smart Card in the subject header.
  2. Submit a photograph or scan of your card with the card number clearly visible.
  3. Provide a postal address.
  4. We will then issue a Metrolink scratch card allowing a full day’s travel anywhere on the network.

The small print

We are thinking about how we improve our compensation to you when things occasional go wrong but for now this offer is;
1. Only available to customers submitting a claim by Saturday 31 March 2018
2. Only available to customers travelling on Monday 19 February 2018 from:
a. 1400hrs on any service running on the Bury line; and
b. 1600hrs on any service that passed through Cornbrook
3. Only available to customers via Refunds1902@metrolink.co.uk
4. Only available where customers are in possession and can demonstrate a valid ticket
5. To the value of the highest priced return ticket on the Metrolink network which is £7.60 for adult and £3.80 for a child
6. Applies to season, return and single tickets on affected areas of the network. To be valid single tickets must have been purchased from 1200hrs (midday) on the Bury line and 1400hrs for any service passing through Cornbrook.
7. Applies to Metrolink and System One tickets that include combinations of Bus, tram and train travel across affected areas of the network.
8. Not available to rail tickets such as GM County Cards that have MANCHESTER CTLZ printed on.
9. Not transferable and is only available for the customer affected.
10. Not available as a cash equivalent.
11. The only compensation available for the disruption caused on Monday 19 February 2018.