Procedures for New Haven Line Customer Credits

Metro-North ticket machine
Metro-North ticket machine


The MTA Board has authorized Metro-North to offer a credit to any New Haven Line monthly or weekly ticket holder to compensate for the significant disruption caused by a Con Edison power outage to an 8-mile stretch in the heart of the line. The length and magnitude of the impact of this non-weather related event makes this disruption unique in MTA and Metro-North's history.

Highlights of the program are:

There will be no processing fee.

Exact credit amounts will be based on ticket type and purchase price for each fare zone to reflect the duration of the service disruption from September 25 to October 6 with the full restoration of service on October 7.

Any customer with a monthly or weekly ticket for transportation during this period must produce their ticket in order to receive this credit.

Customers holding weekly tickets valid September 21 to 27 and September 28 to October can begin applying on October 9 for a 100% credit toward the purchase price of a future ticket.

Customers with monthly tickets for September and/or October can begin applying for a prorated credit on October 20, when November monthly tickets go on sale.

September monthly tickets will receive a 25% credit for the period of September 25 to 30 toward the purchase price of a future ticket.

October monthly tickets will receive a 25% credit for the period of October 1 to October 6 toward the purchase price of a future ticket.

September and October monthly tickets can be submitted individually or combined for a credit toward the purchase of one monthly ticket.

For New Haven Line customers who submit both tickets for credit toward the purchase of a November monthly, Metro-North will honor New Haven Line November monthly tickets for travel beginning October 20.

Mail&Ride customers will have the credit automatically applied to their December monthly ticket. WebTicket customers should visit a ticket window in order to receive their credit. Customers who wish to opt out of the Mail&Ride program for the December monthly should contact Mail&Ride at 511 (outside of NYS, 877-690-5114).

Customers can choose to apply for this credit until March 31, 2014.

From October 21 through November 1, there will be extra ticket windows with extended hours at select outlying New Haven Line stations and in Grand Central Terminal. There will also be special temporary locations/windows set up at Stamford Station and in Grand Central to handle credit processing.

Customers holding a monthly ticket with a MetroCard may wish to submit their credit request at a later time if there is still value on the MetroCard. Metro-North ticket windows cannot transfer MetroCard value. The MetroCard value can only be transferred to another card at subway station booths.



To help New Haven Line customers obtain their credits quickly and conveniently, Metro-North will have more ticket windows in operation with extended window hours at select New Haven Line stations and in Grand Central Terminal beginning More Ticket Windows/Extended Hours (October 21 through October 25):

Additional windows will be open from 6 AM to 10 PM at New Haven, Bridgeport, Stamford, Greenwich, New Rochelle, and Harlem-125th Street.

Additional windows will be open from 2 PM to 10 PM at South Norwalk and Fordham.

At Stamford Station on Thursday, October 24, two dedicated windows will be open from 6 AM-8 PM where customers can apply for monthly and weekly credits toward a future ticket.

In Grand Central’s Vanderbilt Hall from October 28 to November 1, eight temporary, dedicated locations will be open on the west side of the hall from 6 AM to 8 PM where New Haven Line customers can apply for credits.

Metro-North regrets any inconvenience that you may have experienced during this service disruption.

For any questions about the credit process, please contact Customer Service at 511 (In Connecticut, 877-690-5114).