Refunds and Lost Ticket Policy for Hartford Line

This information applies to the Hartford Line

Refunds for Paper Tickets

CTrail Hartford Line Tickets:

• One-Way Tickets: Refundable within 60 days at the New Haven Union or Hartford Union Station Information Desk, or by mail.
  
   
• Weekly Tickets - Refunds are prorated based on how many days you’ve used the ticket. You can request a refund at the Information Desk at New Haven Union Station or Hartford Union Station, or by mail. If mailing your ticket, the refund amount is based on the postmarked date.
  
   
• 10-Trip Tickets: Refundable within 180 days at the New Haven Union or Hartford Union Station Information Desk, or by mail.
  
   
• Monthly Tickets: Refunds are prorated based on how many days you’ve used the ticket. You can request a refund at the Information Desk at New Haven Union Station or Hartford Union Station, or by mail. If mailing your ticket, the refund amount is based on the postmarked date.

Amtrak Hartford Line Tickets:

If you bought a Hartford Line ticket through Amtrak, contact Amtrak directly at 800-872-7245 for refund options.

CTrail Hartford Line Ticket Refunds by Mail

To request a refund by mail, include:

• Your full name
  
   
• The ticket
  
   
• Email and phone number
  
   
• How you paid (credit card, Google Pay, Apple Pay, or cash)
  
   

Payment details to include:

• Credit Card: Last 4 digits of the card
  
   
• Google Pay: Last 4 digits of the virtual account number
  
   
• Apple Pay: Last 4 digits of the device account number
  
   
• Cash: List the bills you used and include your mailing address so we can send your refund
  
   

Mail your request to:

Transit America Services/ACI
50 Union Ave.
3rd Floor, East Suite 3152
New Haven, CT 06519

Self-Refunds for CTrail eTix App Tickets

Eligible for self-refund:

• One-Way Tickets: Must be in Activate status and refunded by 11:59 PM on the day of purchase
• Ten Trip Tickets:  Must be in Activate status and refunded by 11:59 PM on the day of purchase
  
   

• Weekly and Monthly Tickets: Must be in Hold status

How to Request an App Refund:

1. Open the CTrail eTix app and go to “My Tickets”
   
    
2. Tap the ticket description
   
    
3. Tap the red ACTIONS button at the bottom
   
    
4. Tap Done
   
    
5. Tap the blue Refund button
   
    
6. A summary box will appear. Tap to close
   
    
7. You'll receive an email confirmation
   
    

If the refund option is unavailable, the ticket is not eligible. For help, contact CTrail Customer Service via the contact us page on our website

Lost, Damaged, Stolen, or Expired Tickets

• Lost, damaged, stolen, or expired tickets are not refunded or replaced