(Effective July 18, 2018):
LOST/STOLEN TICKETS
No refund or replacement ticket will be issued for lost, destroyed or stolen One-Way or 10-Ride Ticket or Weekend or Monthly passes. All customers must have a ticket in their possession at the time of travel.
Refund Policy (Updated for use during the COVID-19 virus)
Under Metra’s refund policy, Monthly Passes will be refunded on a percentage basis depending on the date returned (for paper passes) or last activation (for Ventra app passes), with 100 percent refunded on or before Day 1 of the month for which the ticket is valid and 85 percent refunded on Day 2. The percentage of the refund then drops by 5 percentage points each day thereafter (80 percent on Day 3, 75 percent on Day 4, etc.) until Day 18, when the percentage refunded is 5 percent. No refund is permitted after Day 18. Metra will also waive its $5 handling fee for Monthly Pass refunds due to the COVID-19 pandemic. No other Metra tickets or passes are refundable.
How you request and receive a refund depends on how you purchased your pass. Please note the language below about passes mailed to you as part of a Pre-Tax Transit Benefits program.
Purchases via the Ventra app:
Customers who purchased a Monthly Pass via the Ventra mobile app will receive a refund to their original method of payment. Email refunds@metrarr.com and provide your username, email associated with your Ventra account and/or the order number. The refund will be based on the above formula and the last day of activation. This applies to Ventra purchases made with a pre-tax transit benefits debit card.
Purchases via Credit Card Ticket Vending Machines:
Customers who purchased paper tickets at a vending machine can submit their ticket for refund by close of business on the 18th of the current month to a ticket agent who will forward it to the Refund Department or they can complete this refund form and attach the paper monthly ticket and mail it to the address below. (The refund will be calculated based on the date of the postmark in this case.) This applies to vending machine purchases made with a pre-tax transit benefits debit card.
Metra Revenue Accounting Department
Attn: Refunds
547 W. Jackson Blvd.
Chicago, IL 60661
A check in the refund amount will be mailed to the customer.
Purchases via Ticket Agents at a Metra Station:
Customers who purchased paper passes at a ticket window with a credit card can submit their pass for refund to a ticket agent by close of business on the 18th of the month. Customers will need their original receipt of purchase and the credit card originally used to be refunded. This applies to agent purchases made with a pre-tax transit benefits debit card. A credit will be applied to their credit or debit card.
Customers who purchased paper passes at a ticket window with cash or personal check should fill out this refund form and give it and their pass to a ticket agent, or they can mail the form and the pass to the address below. (The refund will be calculated based on the date of the postmark.)
Metra Revenue Accounting Department
Attn: Refunds
547 W. Jackson Blvd.
Chicago, IL 60661
A check in the refund amount will be mailed to the customer.
Purchases involving Pre-Tax Transit Benefit Monthly Tickets:
If you have a debit card from your Pre-Tax Transit Benefits provider and use it to purchase passes in the Ventra app or at a Ticket Vending Machine, follow the guidance for those purchasing channels above.
If you use your pre-tax debit card to buy a paper pass from a ticket agent, follow the guidance above.
For Paper Tickets received to your home via USPS or distributed from your employer, send those tickets back to your employer/benefit provider to obtain a refund to your pre-tax benefits account.
For customers who use more than one payment method to buy a pass – a split payment – refunds will be split in the same manner following the procedures for each payment above.
OTHER TICKETS
LinkUp and PlusBus passes are non-refundable
Weekend Passes are non-refundable
One-Way Tickets are non-refundable
10-Ride Tickets are non-refundable
Special Event Passes are non-refundable
