Lost Tickets & Refund Policy

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    Refund Policy

    No refund or replacement ticket will be issued for lost, destroyed or stolen One-Way Tickets or Day, Weekend or Monthly passes. Metra is not responsible for lost articles, errors in timetables, or for inconvenience or damage resulting from missed stops; delayed, cancelled or missed trains; failure to make connections; or shortages of equipment. All customers must have a ticket in their possession at the time of travel. Unused monthly passes are refunded per the policy below.

    Monthly Pass Refunds

    Monthly Passes are 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. Monthly Pass refunds are also assessed $5 handling fee per transaction if returned after the start of the valid month.

    No other Metra tickets or passes are refundable.

    How you request and receive a refund for Monthly Passes depends on how you purchased your pass and whether it is a paper or Ventra pass. Please note the language below about passes mailed to you as part of a Pre-Tax Transit Benefits program.

    Monthly Pass Purchases via Vending Machine

    Customers who purchased a paper Monthly Pass from a vending machine can request a refund by mailing their pass and this refund form by the close of business on the 18th of the month to the below address.

    Metra Revenue Accounting Department
    Attn: Refunds
    547 W. Jackson Blvd.
    Chicago, IL 60661

    For purchases that were made with a credit card, including a pre-tax transit benefits debit card, a credit will be applied to the customer’s credit or debit card about 5 to 7 business days after the Revenue Accounting Department receives the form. For purchases that were made with cash, a check in the refund amount will be mailed to the customer. Check refunds can take up to 14 days.

    Monthly Pass 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.

    Monthly Pass Purchases involving Pre-Tax Transit Benefits

    If you have a debit card from your Pre-Tax Transit Benefits provider and use it to purchase a Monthly Pass in the Ventra app, follow the guidance for those purchasing channels above.

    If you use your pre-tax debit card to buy a paper Monthly Pass from a vending machine, follow the guidance above.

    For paper passes received at 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

    • Day Passes are not refundable
    • Regional Connect passes are nonrefundable
    • Weekend Passes are nonrefundable
    • Saturday or Sunday or Holiday Day passes are nonrefundable
    • One-Way Tickets are nonrefundable
    • Special Event Passes are nonrefundable