Compensation and Refunds

Compensation

If our monthly performance for punctuality or delivery falls below set targets, Metro Trains will compensate eligible passengers. View our performance results for more information.

Refunds

We understand there may be times when it is necessary to replace or process refunds to myki passes. To do this, an application for a replacement myki must be completed and submitted to myki. These are available from the PTV website. In the case of a damaged or defective myki you can visit any premium station and receive a replacement card.  Any existing balance on your old card will be transferred to the new one as part of the replacement process. In the case of a lost or stolen myki you will need to complete and submit a myki replacement form, available from the PTV website.

Contact

To apply for compensation or to find out if you’re eligible for a myki refund, reimbursement or replacement: