CTrail Refunds

For tickets purchased using CTrail eTix mobile ticketing app, including Shore Line East tickets, Hartford Line tickets, and UniRail tickets (i.e, tickets for Shore Line East or Hartford Line with connecting service onto the New Haven Line operated by Metro-North), customers initiate their own refunds in their CTrail eTix account for unexpired, non-activated tickets purchased that calendar day.  In CTrail eTix, a customer must open the non-activated ticket and select the “Refund” button. CTrail eTix will ask you to confirm before processing the refund amount to the card used to pay for the ticket. A refund receipt will be automatically sent to the email associated with the account.   Please note these important guidelines:

• Refunds in CTrail eTix are available only until, and must be completed by, 11:59 PM eastern time of the calendar day of purchase for the applicable ticket.
• Once a customer activates a ticket, the customer can no longer initiate a refund in CTrail eTix.
• Weekly tickets purchased within their validity period (Saturday-Friday) and Monthly tickets purchased day 1 through 24 of the calendar month will self-activate in CTrail eTix, such that customers will not be able to initiate a refund in CTrail eTix.  These customers must contact customer service during the calendar day of purchase to request assistance with a refund of a self-activated ticket and removal of the ticket from the customer CTrail eTix account. If customer delays contacting customer service past the day of purchase, the Refund Guidelines regarding calculating pro-rata refunds for Monthly and Weekly tickets, stated below, will be applied, and there is no guarantee of a full refund.
• Customers are responsible for verifying their purchases in their CTrail eTix account on their smartphones and initiating the same-day refund process within CTrail eTix service for accidental or unwanted tickets that the customer has not activated.  Understanding that, customers are always welcome to contact CTrides customer service to request assistance with a refund in extenuating circumstances. Outside of the refund process within CTrail eTix, there is no guarantee that customer service can assist with a full refund, and the Refund Guidelines set forth below will apply.

For tickets purchased from CTrail ticket vending machines (“CTrail TVMs”) or from CTrail conductors onboard CTrail Hartford Line trains, including Hartford Line tickets, Shore Line East tickets, and UniRail tickets (i.e, tickets for the Hartford Line with connecting service, either Shore Line East or New Haven Line), refunds are processed by CTrail Customer Service as detailed herein.  (For non-CTrail purchases: For Hartford Line tickets purchased as a UniRail/UniTicket from Metro–North ticket selling machines or Mail-and-Ride, refunds of the Hartford Line portion are processed by the seller, Metro-North, in accordance with these CTrail refund guidelines. Please see Metro-North’s website for refund request instructions. For Shore Line East tickets purchased from Amtrak, onboard or ticket window, please visit an Amtrak ticket window to inquire about refunds.)

Lost, stolen, expired, or damaged tickets are not refundable.

For tickets purchased from CTrail TVMs, the original unused or partially-used ticket (not a photocopy) must be submitted along with a completed CTrail Ticket Refund Form by U.S. mail to CTrail Customer Service at 50 Union Avenue, 3rd Fl East, New Haven, CT 06159 or by delivering by hand to a CTrail Customer Service representative in the CTrail Information Office, located in New Haven Union Station, 1st floor lobby. A refund request will not be considered submitted until all required supporting materials are received.

The official submission date for a refund request will be: (1) for mailed submissions, the official USPS Postal Service postmark date of the submission of the ticket, receipt and/or other supporting documentation; and (2) for hand delivered submissions to the CTrail Information Office, the current calendar date when delivery is made by 9:30 AM or the next calendar day’s date when delivery is after 9:30 AM.  Except as specifically stated otherwise below, the ticket will be counted as used on the submission day.

Properly prepared and completed refund requests will be processed and a response submitted back to you within 30 days of the official submission date.

For debit/credit card ticket purchases, refunds will be issued to customer’s debit/credit card account. For cash purchases, refunds will be issued by check, sent by U.S. mail or picked up in person from the CTrail Information Office. Refund checks are voided 90 days from the check date, and must be picked up and cashed within that timeframe. No replacement refund checks will be issued.

Refund Guidelines for CTrail Shore Line East and Hartford Line 

Monthly Tickets

Customers may seek refund of CTrail Monthly Tickets through the 15th calendar day of the ticket effective month.  The refund amount will be prorated in accordance with Monthly Ticket Refund Table below.  For a monthly ticket that customer does not wish to use, the refund request and forfeited ticket should be submitted immediately to maximize the refund amount.  The forfeited Monthly ticket will not be counted as used on the refund request submission day.

Monthly Ticket Refund Table

Weekly Tickets

A weekly ticket, effective Saturday through Friday, is eligible for refund no later than Tuesday of the effective week. The refund amount will be prorated in accordance with Weekly Ticket Refund Table below. A request for a refund of a Weekly Ticket that the customer does not wish to use should be submitted immediately to maximize the refund amount. The refund will be calculated based upon the calendar date as shown in the Weekly Ticket Refund Table below. Weekly tickets turned in for refund by 9:30 AM at the New Haven Union Station CTrail Customer Service counter will not be charged for the turn-in day.

Weekly Ticket Refund Table

CTrail Ten Trip Ticket Refunds

Unused or partially used Ten Trip tickets can be refunded within their validity period, i.e. within 6 months from date of sale. For refund of partially-used Ten Trip Ticket, refunds will be calculated by deducting the cost of the One Way fare for each ride used from the Ten Trip ticket purchase price.

CTrail One Way Ticket Refunds

Unused One Way tickets can be refunded within their validity period, i.e., within 60 days from date of sale.

Refund Guidelines for CTrail UniRail tickets

A CTrail Shore Line East or Hartford Line ticket with connecting service to New Haven Line operated by Metro-North will consist of two tickets, one ticket for the Hartford Line or Shore Line East train and one ticket for the connecting New Haven Line train (except for Weekly or Monthly UniTickets, which are printed on one fare media). The tickets for one or both segment(s) can be refunded, but in either case, Refund Guidelines applicable to the segment of travel being refunded will be applied.  

Requests for refund of the New Haven Line portion of a CTrail Shore Line East/Hartford Line plus New Haven Line UniRail ticket sold by CTrail will be processed by CTrail customer service but remain subject to the Metro-North refund policy, including without limitation calculation of the refund amount and required $10 processing fee per transaction deducted from the refund amount as calculated per the Metro-North refund policy.  

CTrail Refund Form

For the printable form, submit to:

Ticket Redemption
CTrail Customer service
3rd Floor East
50 Union Avenue
Union Station
New Haven, CT 06159

FURTHER INFORMATION

Contact CTrides by email, live chat or text available at CTrides.com or by phone at 1-877-CTrides (1– 877– 287–4337) 
Visit CTrail Customer Service information office on the 1st floor lobby in New Haven Union Station, for refund matters, Monday-Sunday between 7 AM to 7 PM.