Timetable Changes on the Chester Line

From Monday 16 October, changes will be made to the Chester line timetable. This is to improve train performance caused by a series of problems experienced over the last few weeks, including slippery rails caused by leaf-fall, busier trains as a result of the Lime Street upgrade work and infrastructure failures.

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We aim to deliver a world class service to our customers in everything we do.

Twitter Logo Blue110If you wish to contact us and need a quick response, the fastest way to do so is by our Twitter service (@merseyrail). The team are available from start till end of train services each day and are able to resolve most queries or issues very quickly. Click here to send us a tweet.

Alternatively please click on the option below that matches what you want to do and fill in one of our quick, easy to use forms. 

I have a question, compliment, comment or suggestion

When should you use this form?

When you have a question or query, want to suggest an improvement to our facilities or services or wish to make a general comment (positive or negative) about the service we offer. You should also use this form if you wish to compliment a member of our team or our service in any way.

What should you expect?

You will receive an email from us acknowledging that we have received your form shortly after you press submit.

We won’t treat this as a complaint and we won’t always respond to you unless you tell us you would like a response.  Where you do tell us you would like someone to get back to you, we will review your comment, question or suggestion and respond by email as soon as we can to the address you provide.

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I wish to make a formal complaint

When should you use this form?

To make a formal complaint about any aspect of our service, to which you expect an investigation and response.

What should you expect?

We are sorry that our services have not met your expectations. We treat complaints in line with both our Passenger Charter and our Complaint Handling Procedure. We aim to investigate your complaint fully and where we find a problem we will try our best to put it right.

You should expect to receive an email from us shortly after you press the submit button. This email will contain your reference number and the date by which you should expect a response. If you don’t receive this initial email please call us on 0151 555 1111 and we will confirm we have received your form.

It can take some time to investigate your complaint and we will ensure that this is done in a thorough and professional manner. You should expect a full response from us within 20 working days of sending the complaint to us. If you remain dissatisfied you should contact the Customer Relations team via the contact details on the response provided and they will advise what to do next.

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I want to claim a refund or compensation

We normally run reliable and punctual services, but things do sometimes go wrong. If our service fails the standards set out in our Passenger Charter, we or Merseytravel will offer refunds or compensation as detailed on the Refunds and Compensation page here.

Season ticket holders

Season ticket holders, Railpass, Trio, Saveaway, or any other non-day ticket holders should click here.

Single or return ticket holders

If you believe you are entitled to a refund or compensation as a result of a cancellation or delay and hold a single or return day ticket please click the link below and complete the form. For more information on eligibility please click here.

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Other ways to get in touch

Our Customer Relations Team are happy to answer any comments or concerns you have about any aspect of your journey and aim to reply as soon as possible. However if you have an enquiry that needs a quick response, please call us on 0151 555 1111 or contact us via Twitter using @merseyrail

Call our Customer Relations Team on:

0151 555 1111

The office is open Monday to Friday from 07:00 to 19:00hrs (an answer phone is available outside of these hours).

Our team can also provide information on ticket refunds, disabled assistance and group travel. We look forward to hearing from you.

For any Prosecutions & Penalty Fares queries please call:

0151 434 4535

For local journey information and train times use our Journey Planner or contact Merseytravel:

0151 330 1000 

Alternatively you can write in to The Customer Relations Team:

Merseyrail, 9th Floor Rail House,
Lord Nelson Street,
Liverpool,
L1 1JF

Our Public and Employee Liability Insurers are:

Gallagher Bassett ( Portal Account D00019)
1st Floor, High Point
Sandy Hill Business Park
Sandy Way
Tamworth
B77 4DU