mLink Refund and Delay Repay
Customer Information

mLink Refunds

Please note that:

• You must have activated your mLink ticket before boarding the train.  If you do not activate your ticket before you board the train you will have to pay the full Adult cash fare for which there will be no refund.
• If your phone runs out of power or your phone screen is so badly cracked or defaced that our staff cannot read the details of your ticket then you will have to pay the full Adult cash fare for which there will also be no refund.

If you no longer require your mLink ticket we can refund the remaining ticket value minus an administrative fee.

Once we receive your request to refund your mLink ticket, we will send a message to instantly delete your mLink ticket from your Mobile Phone.

All mLink refunds are rounded to the nearest penny and refunded to your registered credit or debit card. No refund is payable where the net refund amounts to £1.50 or less.
 
The standard administrative fee is 20% of the ticket price capped at £5 and not less than £1.50.

A full refund is given for non-activated tickets minus the standard administrative fee.

A partial refund is given for activated tickets minus the standard administrative fee.  Manually and automatically activated tickets are treated the same.

If you have been unable to travel due to illness your mLink ticket can be refunded from the point when your illness commenced.  Formal documentary proof is however required from a Doctor or Hospital confirming when you were incapacitated. An original copy of this documentation should be sent to Translink’s Ticketing Systems Department, 3 Milewater Road, Belfast, BT3 9BG along with an accompanying letter containing your contact details and outlining your request for a refund. Such documentary proof should be received within 28 days after expiry of your mLink ticket.

To apply for a refund telephone Translink’s Contact Centre 028 9066 6630. Since we need to verify your details against our mLink Customer Database, refund requests cannot be made in person at NI Railways Ticket Sales offices.

Partial refunds are not calculated on a pro rata basis to the price of the ticket. The refund is calculated at point when customer requests the refund e.g. Weekly ticket activated on Monday and refund requested on Tuesday means that Wednesday to Sunday’s valid travel eligible for refund.

Weekly and Monthly

In terms of Weekly and Monthly mLink tickets the partial refund is calculated on same basis as paper Weekly and Monthly paper tickets are currently calculated. The refund will be the difference, if any, between:

(a) the price paid for the mLink Weekly/Monthly ticket and

(b) the total cost of travel until the date the ticket refund is requested

Total cost of travel until the date when the ticket refund is requested is calculated by combining the cost of Weekly Tickets (if this applies) and any full-priced return tickets for each day up until the date the Weekly/Monthly ticket refund was requested.

Sample refund on a Monthly Ticket used for 16 days out of month.

£77.50 original cost of Monthly Season ticket from point X to point Y

Less £44.00 (2 weekly tickets @ £22.00 each, covering 14 days travel)

Less £10.80 (2 day returns @ 5.40 each to cover last two days of travel)

Sub Total £22.70

Less £4.54 (administration fee of 20% of value of refund)

Total refund payable £18.16

3 Day Flexi Tickets

Refunds for 3 Day Flexi Tickets are calculated on a similar basis of Weekly and Monthly mLink Tickets with refund the difference, if any, between;

a) the price paid for the mLink 3 Day Flexi Ticket and

b) the total cost of travel until the date the ticket refund is requested

Total cost of travel until the date when the ticket refund is requested is calculated by subtracting any full-priced day return tickets for each day up until the date the 3 Day Flexi Ticket refund was requested.

For example,

3 Day Flexi Ticket is used for two days but refund sought for remaining inactivate day.

£30.00 original cost of 3 Day Flexi Ticket from A to B

Less £25.00 (2 day returns @ £12.50 each to cover first two days of travel)

Less £1.50 (administration fee of 20% of value of refund)

Total refund payable £3.50

New, Lost, Stolen, Damaged and Faulty Mobile Phones

If you obtain a new phone or your phone is lost, stolen, damaged or faulty please telephone Translink’s Ticketing Systems Department via 028 9075 9129 and we will arrange for your mLink tickets to be refunded. You can then purchase new tickets using your new mLink app and phone.

mLink Delay Repay Claims

mLink customers are entitled to the same compensation under Translink NI Railway’s Delay Repay scheme. For more details about Delay Repay please visit www.translink.co.uk/delayrepay

If NI Railways do not exceed the punctuality levels of or in excess of 92% for Bangor, Portadown and Larne Lines or 87% for Londonderry Lines we will offer up to 10% discount for the following month’s travel when a customer buys a rail mLink monthly ticket. In addition if reliability targets fall below 99.2% for a railway line we will also offer up to 10% discount for the following months travel. A maximum of 10% discount will be offered on any one line at a particular time.

This will be given to any passenger purchasing any type of monthly mLink ticket, not just passengers who are renewing their monthly mLink ticket.

The discount is available on the date when the customer purchases the ticket rather than when activated.

If you wish to make a claim for an individual journey made which was delayed by more than 30 minutes simply complete a Delay Repay Claim Form. Claim forms are available at all main rail stations and can also be downloaded at www.translink.co.uk/delayrepay

When we receive your claim we will check whether your ticket was activated when you attempted to make your journey which was delayed or cancelled. If your ticket was activated and your claim is valid, we will offer you a discount of at least £1.

A discount voucher in the form of a promotional code will be sent via a text message to your phone entitling you to purchase your next mLink ticket at a discounted price.

You should then enter this code when purchasing your next mLink ticket in order to claim the compensation awarded.  The discount voucher sent to you can only be used once on your phone and can only be used on the phone to which the voucher is sent.