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Metro Rail has updated its refund policy for passengers who are unable to use a purchased train ticket. Tickets bought online or at station kiosks can now be refunded up to two hours before the scheduled departure time, provided the request is made through the official app or website. Refunds are automatically credited to the original payment method within five business days, though passengers who paid by cash at a station counter will instead receive a voucher redeemable at any ticket window. Tickets purchased through third party travel agents must still be refunded through that agency and are not eligible for the direct online process. A small administration fee applies to refunds requested less than twenty four hours before departure, though this fee is waived for passengers who can show proof of a cancelled connecting service. Passengers experiencing technical difficulty with the refund system are encouraged to contact customer support, which is available by phone and live chat every day of the week. Metro Rail says the changes were made to reduce long queues at station counters and to give passengers a faster, more convenient way to manage last minute changes to their travel plans.