Early Bird: Frequently asked questions
1. What is the 10 x Early Bird Metcard?
2. How do customers obtain a 10 x Early Bird Metcard?
3. Which Metcard should customers buy to make a return journey after 7am?
4. Can the 10 x Early Bird Metcard be used to travel to any station on the metropolitan electrified train network?
5. What happens if a train scheduled to arrive before 7am is late? Can customers still use a 10 x Early Bird Metcard?
6. What happens if the train I intend to catch is cancelled and the next service won't get me to my destination before 7am?
7. Can customers use the 10 x Early Bird Metcard on other train lines or trams and buses?
8. When will the expanded rollout of Early Bird start?
9. Where can customers find more information about the 10 x Early Bird Metcard?
10. Can customers use a 10 x Early Bird Metcard at V/Line stations in the Metcard area like Melton and Sunbury?
11. Can customers with a Yearly Metcard who wish to take advantage of the Early Bird Metcard offer get a refund?
12. Can customers with Weekly or Monthly Metcards get a refund if they wish to take advantage of the Early Bird Metcard?
13. Why is the trial only on trains?
14. How many trains arrive in the city before 7am?
1. What is the 10 x Early Bird Metcard?
The 10 x Early Bird Metcard free train travel wil be expanded to all Connex electrified train services from Monday 31 March, 2008. The 10 x Early Bird Metcard is valid for travel in Zone 1, Zone 2 and Zone 1+2 and entitles the holder to 10 free trips completed before 7am. Passengers must validate their Early Bird Metcard before commencing each journey.
2. How do customers obtain a 10 x Early Bird Metcard?
10 x Early Bird Metcards are now available from the customer service centres of Connex Premium stations. The 10 x Early Bird Metcards will not be available from ticket vending machines or retail agents.
Customers can obtain a maximum of two Early Bird Metcards at one time – this will provide customers with 20 days of weekday travel before 7am and help reduce queues at customer service centres.
3. Which Metcard should customers buy to make a return journey after 7am?
Customers using the 10 x Early Bird Metcard can also purchase a 10 x 2 hour Metcard for their return journey.
4. Can the 10 x Early Bird Metcard be used to travel to any station on the metropolitan electrified train network?
Yes, travel on the 10 x Early Bird Metcard is not restricted to travel into the CBD. The 10 x Early Bird Metcard can be used for journeys between any two stations, including in the CBD. This means that people who travel in the opposite direction to the morning peak or who don't travel to a CBD station can also enjoy the benefit of free train travel on these lines before 7am.
5. What happens if a train scheduled to arrive before 7am is late? Can customers still use a 10 x Early Bird Metcard?
Yes. Station staff will be able to let customers through barriers should a train scheduled before 7am run late.
The Metcard ticketing system records the time when tickets are validated. This makes it possible to determine if the passenger arrived at their origin station in time to catch a train scheduled to arrive before 7am.
6. What happens if the train I intend to catch is cancelled and the next service won't get me to my destination before 7am?
To take advantage of free travel on a 10 x Early Bird Metcard, customers must complete their journey before 7am. Therefore if a service is cancelled and the next service will not reach your destination before 7am, the Early Bird Metcard will not be valid. An alternative valid Metcard, for example, a 10 x 2 Hour Metcard, can be used.
7. Can customers use the 10 x Early Bird Metcard on other train lines or trams and buses?
No. It can only be used for travel between train stations on the Connex electrified metropolitan train system (including the City Loop stations). Ticketing equipment is designed to block the validation of the tickets on buses, trams and V/Line services.
Customers travelling with 10 x Early Bird Metcards that were scheduled to arrive at their destination after 7am are travelling illegally and risk being fined.
8. When will the expanded rollout of Early Bird start?
The 10 x Early Bird Metcard will be available to all metropolitan Connex train services from Monday 31 March, 2008.
9. Where can customers find more information about the 10 x Early Bird Metcard?
Call the Metlink call centre on 131 638.
10. Can customers use a 10 x Early Bird Metcard at V/Line stations in the Metcard area like Melton and Sunbury?
No. The expansion of the 10 x Early Bird Metcard is limited to electrified Connex train services arriving before 7am. Passengers travelling on V/Line services who board at Metcard-ticketed stations will still have to purchase the right Metcard for their journey.
11. Can customers with a Yearly Metcard who wish to take advantage of the Early Bird Metcard offer get a refund?
Holders of a Yearly Metcard purchased on or before 7 March 2008 will be eligible to have the unused portion of their ticket reimbursed, subject to the following conditions:.
Customers can apply for refunds if their Yearly Metcard was purchased on or before Friday, 7 March 2008 (the date the expansion of Early Bird was announced)
The ticket must have at least one month remaining until its expiry from Monday, 31 March 2008.
For one month after the expansion of Early Bird (to 30 April 2008), customers will be able to receive a refund on a pro-rata basis based on the price of the ticket and the proportion of time left on the ticket. For example, if a customer’s Yearly Metcard had three months left, then they would receive a refund of 3/12ths of the purchase price.
Applications received more than one month after the introduction of Early Bird after that will have their refund processed based on the normal refund rules for Yearly Metcards, ie customers would be provided with a refund based on the tickets they otherwise would have purchased. For example, if a customer had four months left, then they would receive a refund equal to their purchase price, minus the cost of eight monthly tickets.
The normal refund fee of $9.80 will be waived on Yearly Metcards until 30 April 2008. After this date, applications will be processed based on the normal refund rules and an administration fee may occur.
No refunds will be offered on student passes, weekly or monthly tickets or lost Yearly Metcards.
Customers must complete a Metcard Refund Application Form which is available from:
metlinkmelbourne.com.au
the Metcard Helpline 1800 652 313
or Premium Stations
To apply for a refund of your yearly Metcard after accepting the above terms and conditions, please view the following processes:
Holders of a Yearly Metcard issued at a train station or the MetShop must return their ticket to the place of issue with a completed Metcard Refund Application Form from 28 March 2008.
Holders of a Yearly Metcard issued through their employer must return their ticket to Flinders Street Station with a completed Metcard Refund Application Form from 28 March 2008.
Holders of a defective, damaged or transferred Yearly Metcard which was replaced with monthly tickets are eligible for a refund. They are required to submit a Metcard Refund Application Form direct to Onelink Transit Systems providing details of the original Yearly Metcard including the place of issue and expiration date and enclosing any unused replacement Metcards.
The Metcard Refund Application Form should state that the reason for a refund is due to the implementation of the Early Bird initiative. Customers will need to purchase tickets while their refund application is being processed.
12. Can customers with Weekly or Monthly Metcards get a refund if they wish to take advantage of the Early Bird Metcard?
No refunds will be offered on student passes, weekly or monthly tickets.
However, passengers with Weekly or Monthly Metcards can still benefit from the initiative when their current Weekly or Monthly Metcard expires.
13. Why is the trial only on trains?
The Early Bird service is designed to reduce congestion during the peak period. Trains have experienced higher rates of patronage growth than buses and trams over the last few years.
14. How many trains arrive in the city before 7am?
More than 91 trains arrive into the City prior to 7am each weekday, which means that more than 73,255 commuters will be able to take advantage of Early Bird.
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