Transparency
ShareWe are committed to being open and transparent about what we're doing and what's happening on the network, now and in the future. For that reason, we've introduced this transparency page, which brings together key information in one place. We hope that you will find it useful and that it will ultimately make your experience of Merseyrail a better one.
Your Journey
Performance
PPM stands for public performance measure and is the industry-wide benchmark that takes into account arrival times at final destinations, cancellations and stopping at designated stations. Scores are published every four weeks. For general information on train performance generally, consult the Network Rail website here
Performance figures for the four weeks ending Saturday 4 January 2020
| Northern Line | Wirral Line | |
| 92.0% | Passenger Charter standard | 92.0% |
| 95.2% | Monthly performance | 95.8% |
| 97.0% | Annual performance | 95.6% |
| 0 | Monthly void days | 0 |
| 1 (23/01/19) | Annual void days | 1 (23/01/19) |
Delays
Our trains are normally reliable and punctual, however occasionally things go wrong. During delays, the rainbow boards on the Merseyrail website homepage are updated and you can also find details about disruption here. Network Rail publishes a guide on the common causes of train delays and what is being done to reduce them, as well. Please click here for more information.
For more information on Merseyrail's commitment to and processes for providing passenger information during disruption please see the download links at the bottom of this page.
Customer Satisfaction
Independent consumer watchdog, Transport Focus conducts the National Rail Passenger Survey (NRPS) twice a year, and Merseyrail usually achieves very healthy scores. For more information on NRPS generally, please click here
Tickets
Ticket Office Opening Hours
Merseyrail stations are open seven days a week from 15 minutes before the start of service until 15 minutes after the end of service. They are closed on Christmas Day and Boxing Day.
Season Ticket Calculator
You can find information on the different Merseyrail tickets and passes here. Ticket prices are also included in the Journey Planner. If you do not know which zone you need to purchase a ticket for, use the Merseyrail zone calculator here. To check how much you can save with a Merseyrail Ralpass, go to the money-saving calculator.
Future Travel
Engineering Work
For information on engineering work and station improvements, click here.
Extra Services for Events
If demand for services is likely to be very high because a major event is taking place in the city region, services may be strengthened. This could mean running six-car trains on certain lines or providing additional services.
You can find details about local events and rail services for each event here.
Changes to timetables will be reflected in the Journey Planner in the run-up to the event.
Future Plans for Services
Please visit the Merseytravel website for more information on longer term plans for Merseyrail services.
Contact us
Merseyrail receives relatively few complaints from passengers. In the last four weekly period, we averaged at 20 per 100, 000 passenger journeys. If you are unhappy with our services or simply have a comment or suggestion to make click here to complete the contact form and we will get back to you.
Our customer relations team is open between 7am and 7pm, Monday to Friday and can be reached by phone on 0151 555 1111. You can also contact us via Twitter using @Merseyrail.
