Refund Policy
Metra does not provide refunds for tickets, except for Monthly Passes that are returned to Metra, and those are refunded per the policy below. No refund or replacement ticket will be issued for any lost, destroyed or stolen tickets. 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.
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 or from a vending machine, follow the guidance for those purchasing channels 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 Transit 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.
