If you lose an item on one of our trains or at one of our stations and it is found or handed in to our staff, you can be assured we will make every effort to return it to you.
Losing your belongings can be stressful and inconvenient. If you lose an item on one of our trains or at one of our stations and it is found or handed in to our staff, you can be assured we are making every effort to return it to you. Station staff will attempt to contact you if there are any visible identifying parts on your belongings such as an address or telephone number. All items are logged with our Lost Property Department immediately. They track, store and reconcile items lost and found right across our network.
The quickest way to tell us about your lost property, is by completing our easy-to-use lost property form here. This will connect you to our lost property management software, where we can check if your item has been found by a member of our team.
If you would like to speak to a member of the team about your query, you can call our Lost Property Office on 0151 955 2368 or email lostproperty@merseyrail.org. Opening hours are 7am to 10am and 3pm to 6pm, Monday to Friday.
Please note, the quickest and most effective way to log a lost property query is via the lost property form.
If an item is not claimed within 48hrs it is stored at our Lost Property Office. Travel passes are usually sent to your home address, other items will be kept for three months however any perishable items are destroyed immediately. Any items unclaimed after 3 months will be donated to our Charity of the Year.
Collecting items from Lost Property
The Lost Property office is located within James Street station at the Water Street entrance.
The opening times are 07.00 - 19.00 Monday - Friday.
Credit & Debit cards
Merseyrail has a mandatory obligation to protect our customers’ credit and debit card data, in accordance with guidelines set out by VISA, Mastercard and American Express.
If a passenger leaves their credit or debit card at a station and it is not collected within a very short space of time, our staff will destroy and dispose of the card and where possible, will notify the card issuer. Credit and debit cards remain the property of the bank from whom they are issued, and if a passenger believes that have misplaced or lost a credit or debit card, they must advise their card issuer immediately. If a Merseyrail member of staff reports to a card issuer that they have found a misplaced or lost card, this will likely result in the card being blocked with immediate effect, preventing future use.
Lost Metrocard/ Smart Card
If you have purchased your Season Ticket at a station, please visit your nearest staffed station as soon as possible, and they will be able to make a replacement for you.
If you have purchased your Season Ticket (applied to a Metrocard) online, please contact our customer service team so they can arrange for the replacement of your Season Ticket.
You can contact Customer Services on comment@merseyrail.org, or complete an online form confirming the following:
- Full Name
- Home Address
- Phone Number
- Proof of Purchase (Typically, this will be the confirmation email sent to you when you purchased your Railpass)
Whether you are going to a station or contacting customer services, please also be advised of the following:
- A £10 admin fee applies to all lost Railpasses. This will be waived in the case of a stolen pass, and if a police crime reference number is provided.
- If contacting Customer Services, your new pass can take up to seven days to be processed and will be made available for you to collect at a Merseyrail station of your choice. Please confirm where you would like to collect this from.
- Please be aware that you will be issued a replacement paper ticket for the duration of your original Railpass. You will need to carry a photo ID card with you whilst using the paper ticket if you do not have a photo ID, then a passport-sized photo will be required upon collection of your replacement pass.
- If you wish to use a Metrocard again in the future, you will need to purchase another Metro card at the end of your current ticket’s life as the Lost or stolen Metro card will be cancelled.