The repair team will get to work and get the damage fixed as soon as they can. You can visit a Merseytravel Centre for face-to-face support for most of your travel and ticketing needs. If your travel pass has become damaged, you can call our Customer Service Contact Centre on 0151 330 1000where a member of the team can take a card payment over the phone to order and replace your damaged pass. transactions in live time as well as the status of Fast Tag account balances. You will need a pre-paid toll account and you must not be travelling for business reasons. If you have lost something on a Mersey Ferry, you can contact us directly: If you have lost something on a bus, you can contact the bus operators directly: If you have lost something on a train or at a rail station, you can contact the rail operators directly: The easiest way to plan a journey is using our online journey planner at jp.merseytravel.gov.uk. Log in to manage your Mersey Tunnels account. Merseytravel does not exclude, or limit in any way, our liability to you where it might be unlawful to do so. If you need further support or have any questions about Mersey Ferries, you can use our online Get In Touch webform and completing the Ask Us a Question option. This agreement, together with the Application, shall form a binding legal agreement between you and the Merseytravel which shall take effect upon receipt of your Application by Merseytravel. This T-FLOW system is the pre-payment option, removing the need for the customer to carry cash or make a card payment in the toll lane. I want to travel through the tunnel. Mersey Tunnels | Reset Your Password If you have an email address linked to your T-FLOW account it is possible to reset your password. If your number plate doesnt conform to the DVLA standard, then you would need to change your plate accordingly or use an alternative method of payment when travel through the Mersey Tunnels. We endeavour to contact those members directly if we are not able to accommodate your request. Merseytravel is responsible for making good any damage to your property directly caused by us under this agreement which arises from our default or negligence; however, Merseytravel accepts no liability for any loss or damage to property howsoever arising unless the loss or damage is caused directly by the default or negligence of Merseytravel. You can pay by monthly Direct Debit, spreading the cost evenly throughout the year, or make a top up payment via debit/credit card as and when you need to. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable skill and care, but we are not responsible for any loss or damage that is not foreseeable. No trains are running from the station. Merseytravel may, at any time, make minor changes (unlikely to affect your use of them) to the Account or Toll barrier and these terms in order to; Merseytravel may, at any time, make more significant changes to the Account, Toll barrier and these terms, if we do so we will notify you and you may then contact us to end the contract before these changes take effect and receive a refund of any monies paid. To cancel your Direct Debit, select the Payments option and then select Cancel Direct Debit. The new system is called T-FLOW and will replace the current Fast Tag account system used at the Queensway (Birkenhead) and Kingsway (Wallasey) tunnels, modernising the way tunnel users can pre-pay for their journeys. Does the Local Residents Discount apply to taxis, driving instructors, or others who use their vehicles for business use? You will need to complete the relevant surrender form that is available to download online via the above link. Once you Direct Debit payment has been settled and credited to your T-FLOW account, the refund button will become available and you will be able to request a refund as normal. If you wish to change your nominated vehicle please call 0151 330 1004. You receive the mobility supplement of a war pension. Please note - we cannot replace lost or stolen passes via email. Customers who pay the Mersey Tunnel Toll by debit or credit card in our toll lanes are able to obtain a card payment receipt via this website. Please enter your details below to apply for a T-FLOW Account with Mersey Tunnels. Try our quick savings calculator to see if you may also benefit from savings by using T-FLOW. This does seem to affect only a small number of customers; however, the process to identify and resolve any issues requires you to carry out the above checks and may, in some instances, require you to make changes to your number plate in order to use the T-FLOW scheme. New customers can register for a T-FLOW account online. The number of journeys you have left for the year and how many journeys you have used so far, can be checked on our website at merseytunnels.co.uk or by calling, If you abuse the terms and conditions of this scheme or abuse any member of Merseytravel staff we will withdraw your concession without notice. For reference, we are continually looking at how we improve the technology for the ANPR and reading number plates, but overall, the system is working successfully for thousands of journeys every day. Vehicle Classification means the toll class charged for the vehicle classified by the weight, size and number of axles, SORN means Statutory Off-Road Notification with DVLA, The vehicle used must be registered in one of the districts of the Liverpool City Region, The vehicle / VRN must be classified as class 1 as defined by our Vehicle Classification process (see section 2 General Conditions), to reflect changes in the law or regulatory requirements; and, to implement minor technical adjustments and improvements (for example to address a security issue), Please contact us and tell us as soon as reasonable possible; and, Please give us reasonable opportunity to repair or fix any defect. Penalty surcharge 60, 200 per hour. Cameras are installed on every lane, and there will also be dedicated T-FLOW lanes for your added convenience. If you live within the local authority boundaries of Liverpool, Wirral, Sefton, Knowsley or St Helens you will receive 200 free journeys every year. Minimum charge one hour. Accidents and emergencies do sometimes occur and, in these instances, we reserve the right to close the tunnel at any time without notice. Merseytravel is not in a position to advise whether or not you should attend court. You have the option to print or download this for your records. Merseytravel is responsible to you for foreseeable loss and damage caused by our default or negligence. If the ANPR Camera is not reading your number plate, first thing to do is to make sure that you dont have any old fast tags in your vehicle. Step 1. Receipts are available for viewing and downloading up to 6 months after your journey. Introducing this cutting-edge technology that delivers real benefits is part of our wider vision to make transport services easier and more convenient for people to use. We will utilise only relevant categories of DVLA Open, Source Data for the purposes of verifying your vehicles make and model and automatically classifying the toll category to charge the appropriate toll fare. Share Your Details. View the full Fast Tag Concessionary Travel terms and conditions (PDF), View the full T-FLOW Concessionary Travel terms and conditions (PDF). If you change your vehicle, or it is stolen, or you wish to declare the vehicle as SORN you may report this online via the Mersey Tunnels websitewww.merseytunnels.co.ukor by phoning our Customer Services team on 0151 330 1004 or by email totflow@liverpoolcityregion-ca.gov.ukThe User/VRN will be blocked to prevent unauthorised usage. Additional charges will be made for vehicles of exceptional height or width which require a Police escort. If you do not live in these local authorities you will receive 40 free journeys every year. What if I dont want to register my vehicle for T-FLOW? Passwords must contain at least 8 characters and the following items: An upper case character, a number and a special character. you are over 65 and receive the highest rate of Attendance Allowance; You must not use this concession in vehicles being used for carrying passengers or goods for hire or reward. Once the Account is open Users can start to make journeys on the vehicles (VRN) registered. Merseytravel will charge a reasonable fee for any damaged, defaced or un-returned tag. You may find the answer or help you need there. We aim to have normal service resumed as swiftly as possible. Merseytravel accepts no liability for losses arising from incorrectly entered VRN. If insufficient credit is available, the toll fee will need to be made by alternative payment method such as cash or by debit or credit card. When will I receive my new allocation of journeys in my account? If you do not register, proving eligibility, the full cash toll rate will apply. You must travel through an attended toll booth to receive the free journey. If you have any questions or complaints about the Mersey Tunnels Concessionary travel T- FLOW scheme please contact us. . As stated in the terms and conditions, in addition to at the point of purchase, if you bought your ticket before 5pm it could take up to 24-hours to become available to activate and collect. To allow for the banking process to take place, the refund button is automatically removed 3-days before and up to 3-days after your scheduled Direct Debit date whilst payments are pending. I have a summons relating to an offence inside the tunnel. Full details of tolls, fees and charges are available at www.merseytunnels.co.uk. as the ANPR Camera will only read those approved by the DVLA. . When emailing the team, please include a copy of the proof of purchase for your ticket (this will either be an email if your purchased online or a paper receipt if you bought it in person). Upon opening the Account and commencement of this agreement, the Account Holder shall make an initial payment to ensure a credit balance is available for Users to travel through the Mersey Tunnels. Pricing Charges applicable on FASTag Tag Joining Fee - 100 including all applicable taxes CONTACT SCHEDULE A CALLBACK Fast Tag users will be unable to top up their account during this time and we would advise users to top up their account in advance and avoid any inconvenience or delays to their journeys. In processing your Application and administering your Account, Merseytravel will take reasonable measures to ensure services are carried out using reasonable skill and care. They are all up to date and will always work for logging in securely on our website! Check out some of our frequently asked questions online. The new video-tolling system is another example of the continued investment that the Combined Authority is making in both of our Mersey Tunnels. Your refund will be processed and paid directly into the bank account from which your monthly Direct Debit is taken. 75 per hour. How should I plan for my journey? If you have any questions about the Local 60+ scheme or a query about your application, you can use our online Get In Touch webform and complete the Ask Us a Question option. You must make it in writing and you must enclose further relevant official documents, dated within the last 12 months, to support your appeal. What documents do I need as proof of eligibility? For the Queensway (Birkenhead) Tunnel the maximum permitted gross vehicle weight is 3.5 tonnes, except for local bus services and emergency vehicles. Click here to find out more about T-FLOW and calculate how much you can save. As part of the works, the Mersey Tunnels website will be down for maintenance to get ready for the new system from 9am on Monday 1 November until the afternoon of Wednesday 3 November. Merseytravel is responsible for making good any damage to your property directly caused by us under this agreement which arises from our default or negligence; however, Merseytravel accepts no liability for any loss or damage to property howsoever arising unless the loss or damage is caused directly by the default or negligence of Merseytravel. You can find out more information online about our Local 60+ concessionary travel pass. This same problem is also common with the letter D and C etc. Receipts are available for viewing and downloading up to 6 months after your journey. Buy FASTag. If you change your vehicle, you can update this easily, simply by registering the new vehicle online at www.merseytunnels.co.uk Once these times have passed, you should be able to tap you MetroSmart card on the bus to collect your ticket this should change on your account from Pending / Not Active to Active. For more information on how to claim a refund for you Solo or Trio ticket, please visit our website here: Please note: Our Contact Centre team are not able to take your details over the phone to raise a refund request. -If you change your nominated vehicle you must let us know by calling. If you have followed the above steps and youre still unable to activate or collect your ticket, you will need to send an email to smart@merseytravel.gov.uk for further support. For all other users the Class 1 toll is 2.00. It uses Radio-Frequency Identification, (RFID), which lets you pay for fuel and zip through fuel stations. For all other enquiries please email ask@merseytravel.gov.uk. Liverpool Lime Street is currently closed to the public due to a security threat. Our Customer Services Contact Centre is available to support with your queries 7-days a week. This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the scheme within the Consumer Rights Act 2015. T-FLOW is the quick and easy way to travel through Mersey Tunnels and make full use of the benefits that the scheme provides; including T-FLOW Only Lanes to help reduce queue time at the toll plaza and detailed online statements providing a history of journeys made. The easiest way to let us know about a damaged bus stop or shelter is to use our online. Loss or damage is foreseeable if either it is obvious that it will happen, or, if at the time the contract was made, both we and you knew it might happen. ** A small van weighs less than 3.5 tonnes, please see our Tolls, Fees and Charges for details. Account Holder means the individual responsible for management of the T-FLOW account, Application means the formal application process followed by the Account Holder, Account means the account set up for the operation of electronic tolling / pay by plate through Mersey Tunnels T-FLOW Scheme for the Account Holder, Liverpool City Region means the districts of Halton, Knowsley, Liverpool, Sefton, St Helens and Wirral, VRN means the vehicle registration number(s) linked to the account for toll payment, Merseytravel means Merseytravel, the operator of the Mersey Tunnels, No 1 Mann Island, Liverpool, L3 1BP as well as its employees, agents, sub-contractors and assignees, Toll Barrier means the Mersey Tunnels toll barrier at Birkenhead and Wallasey toll plazas, Resident Concession means the discount available, upon application, to eligible residents of the Liverpool City Region. Please call 0151 330 1004 7am to 7pm Monday to Friday, 8am to 5.30pm Saturday and 8am to 4.30pm Sunday How to pay truck toll on Mersey Tunnels I have registered my plate on line and it wont read. You cannot carry forward any journeys left in your account on 31st March and they will be cancelled. If you have previously suspended your Direct Debit and simply wish to reinstate it, so long as all of the details such as amount and payment date remain unchanged, click on resume and this will be reactivated for your next payment. You need to contact Merseytravel directly on tag@merseytravel.gov.uk. Mar 17, 22 (Updated: Aug 05, 22) What problem are you having with merseytunnels.co.uk? Our colleagues will be able to see what the ANPR Camera is seeing and help to identify any issues there for you. T-FLOW is the most convenient way to pay for your journeys through the Mersey Tunnels, see our Tolls Fees and Charges. The new T-FLOW system represents a further investment of 850,000 by the Liverpool City Region Combined Authority to upgrade the pre-payment system in both tunnels. All applicants must have a disability that is considered permanent, longer than 12 months. Enter the amount you want to be refunded and click Submit. Check out some of our frequently asked questions. With T-FLOW you pay only for the journeys that you make, if you do not use all of your credit it will be carried forward to the next month. Under the terms of the agreement, if you are a resident of the Liverpool City Region, an Account Holder has the right to make an Application for the Resident Concession to be applied to a User of the Account. Or, you can visit a Merseytravel Centre in person for further support. This is likely due to your active Direct Debit payment date on your account. The Resident Concession is only available for personal use. What is the maximum gross vehicle weight permitted in either of the tunnels? Once submitted, your complaint will be assigned a unique reference number and assigned to the relevant team or third-party operator for their review and direct response back to you. Cookies - we do not use cookies to store personal information about you, we only use them to improve our website for you.For more information see our Cookie & Privacy Policy page. You can open an account for personal or business use and you can add, remove or change vehicles, as and when you need to. If you have any questions or complaints please contact us, you can do so by telephone to our Customer Service team on 0151 330 1004 or by email totflow@liverpoolcityregion-ca.gov.ukor in writing by post to Merseytravel, PO Box 1976, Liverpool, L69 3HN. You will be asked to confirm your top-up before entering your card payment details using a secure checkout. There is a choice of 4 payment dates - 3rd,10th,17th and 24th of the month. Merseytravel accepts no liability for business losses and we shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity or any indirect or consequential loss arising from this agreement. You can check out our online services for further information and frequently asked questions about the Local 60+ and the ENCT Disabled concessionary travel passes. Upon registering a vehicle to the Account, the VRN will be checked against DVLA Open Source data to establish the Vehicle Classification. Customers can register vehicles of all classes and travel the same day and have the added benefit of the online account management facility. Select the Payments option followed by Request Refund. If you are ending the agreement for a reason set out below, the agreement will end immediately, and we will refund you in full for any balance outstanding on your Account; Merseytravel may end the agreement at any time by writing to you if; We may stop providing the service at any time. We are sorry for any inconvenience caused. Minimum charge one hour. Find your ticket when you answer a few questions about you and your journey, I have a question about a Merseytravel Local 60+ or ENCT Disabled concessionary travel pass, I want to apply for a Merseytravel Local 60+ concessionary travel pass, I want to apply for a Merseytravel ENCT Disabled concessionary travel pass, My Merseytravel concession travel pass has been lost or stolen, My Merseytravel concession travel pass doesnt scan on the bus or is damaged, My Local 60+ concession travel pass has expired, and Ive not yet received my new one, I have a question about my MetroSmart card, My smart ticket is not activated on my MetroSmart card, I want to speak to someone about lost property, I want to apply for a Merseylink membership, I want to request a journey booking for Merseylink, I have a question about the Mersey Tunnels LCR Resident Discount scheme, I want to request a refund on my T-FLOW account, I want to cancel or change the Direct Debit on my T-FLOW account, I want to request a refund on my T-FLOW account, but the refund option is missing, I need a receipt for my journey through a Mersey Tunnel, The number plate on my vehicle is not being recognised at the Mersey Tunnels toll plaza, Merseytravel Centres: Locations and opening times, I want to report a damaged bus stop / shelter, Customer Services Contact Centre: Opening hours and contact numbers, I am a member of the press or media and have a query, Liverpool City Regions new trains could be running from next week, New bee-friendly bus shelter with 'living roof' installed at Mersey Ferries terminal, And here Ill Stay Steve Rotheram announces plans for new ferry built in the Liverpool City Region, Rail users set to benefit as Hillside becomes latest station to go step-free, Network Reviews, Consultations and Changes, Safety Advice for Drivers using the Mersey Tunnels, The Apprentice Travelcard for 19 24 year olds, Refunds, Returns, Compensation and Overcharging, A utility bill (e.g. Do not register, proving eligibility, the VRN will be asked to confirm your before! 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