Your journey was affected by a severe disruption or industrial action and you want to find out if you can claim money back. Severe disruption is when regular services don’t run and replacement services are unavailable for an extended time.
Metropolitan trains and trams
Passengers can claim compensation when Metro Trains or Yarra Trams don’t meet their punctuality and reliability targets. Information about compensation is included in each operator’s customer service charter.
Compensation isn’t available for metropolitan bus disruptions.
If V/Line doesn’t meet its monthly performance targets for punctuality and reliability, affected passengers with a valid ticket of one month or more will receive complimentary tickets. V/Line's performance results are usually posted at V/Line stations within 10 working days of the end of the month.
Compensation claims must be made in writing to the following address, or submitted online through the V/Line website:
Reply Paid 5343
Melbourne Vic 3001
For more information, visit the V/Line website.