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COVID-19 FAQs

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Please find further information and frequently asked questions below. If you have a question that isn't answered here, please contact us through our social media channels (Twitter and Facebook).

Check amended timetables here and plan your journey.

 

What is the latest travel advice?

Travel with confidence. Thank you for wearing a face covering if you can, as a courtesy to others. 

Please see our travel advice below and click here to see what has changed at Merseyrail to keep your journey as safe as possible. 

  • Travel with confidence. Thank you for wearing a face covering if you can, as a courtesy to others. 
  • Use contactless payments where possible
  • Wash or sanitise hands as soon as possible before and after travel
  • Follow advice from staff and be considerate to other passengers
  • Do not use public transport if you, or a member of your household, has COVID-19 symptoms or you have been instructed to self-isolate

Click here for full details of our current timetable.

To read the complete government advice on travel in England click here.

Is help still being provided – such as Passenger Assist?

We remain able to provide assistance to those that need it, however, in these circumstances we’d advise passengers to contact our dedicated Assisted Travel team in advance to ensure their journey is as smooth as possible.

Customers requiring assistance should not notice any difference in the support provided when they travel with us.

You can find more information and contact details here.

What extra measures have you put in place to keep me safe?

We are doing as much as we can to keep our staff and passengers safe by following government guidance.

We are cleaning trains and stations throughout the day, every day using specialist cleaning products that kill pathogens on surfaces. We are carrying out overnight deep cleans, as well as additional quality assurance procedures and spot checks to ensure that our cleaning processes are consistent and completed to the highest standard. 

There are also increased cleaning teams working on weekends in response to when more passengers are travelling.

The number of passengers on each train is being closely monitored so that 6-car services can be timetabled where they are needed most.

Travel with confidence. Thank you for wearing a face covering if you can, as a courtesy to others. 

If you have any queries please ask a member of our stations team who will be happy to help. 

Is contactless just encouraged or now the only way to pay?

We are strongly encouraging everyone that needs to purchase a ticket to help us to reduce unnecessary contact by making a contactless payment where possible.

If people need to use cash, we ask that they buy tickets from ticket machines if possible.

How do I get a refund on my monthly/annual/term-time Railpass?

Full details of claiming a refund can be found here.

How do I get a refund on my monthly/annual/term-time Trio?

For Trio or Solo refunds please contact Merseytravel in the first instance by emailing [email protected].

Will they have hand sanitiser that I can use?

We encourage people to carry their own hand sanitiser where possible, however they are available to purchase in our Mtogo stores. 

Where are rail replacement buses stopping in the city centre/why are they only stopping at Moorfields?

Due to roadworks in Liverpool City Centre as part of Liverpool City Council’s Connectivity Scheme, rail replacement buses will no longer stop Liverpool Lime Street. They will be stopping at Moorfields and James Street only (depending on which services are affected) to minimise disruption to rail replacement bus services. We apologise for any inconvenience this may cause.

 Face Covering FAQs

What is the government guidance on wearing face coverings?

Travel with confidence. Thank you for wearing a face covering if you can, as a courtesy to others. 

More information on the government guidance can be found here.

Do I need to wear a face covering? If so where do I get one? Will a scarf do?

Face coverings are no longer mandatory. The industry guidance has been updated to:

Travel with confidence. Thank you for wearing a face covering if you can, as a courtesy to others. 

You should visit www.gov.uk for the latest guidance on masks and coverings. We do have a range of masks for sale at all staffed ticket offices, however we do expect most passengers to bring their own.

I have a medical condition that means I cannot wear a face covering, can I still travel?

We know that some passengers have illnesses or disabilities that prevent them from wearing a face covering. These include:

  • Breathing difficulties
  • Conditions affecting dexterity
  • Mental health conditions such as anxiety or panic disorders
  • Autism
  • Dementia
  • Visual impairments or with a restricted field of vision
  • Anyone reliant on lip reading – including companions or carers for whom a face covering would impede their ability to communicate

In line with government guidance (which can be found here) you will still be able to travel without the need for a covering but should continue to follow all social distancing guidance and hygiene measures where you can do so.

More information on face covering exemption cards is available here

What extra measures have you put in place to keep me safe?

We are cleaning trains and stations throughout the day, every day using specialist cleaning products that kill pathogens on surfaces. We are carrying out overnight deep cleans, as well as additional quality assurance procedures and spot checks to ensure that our cleaning processes are consistent and completed to the highest standard. 

There are also increased cleaning teams working on weekends in response to when more passengers are travelling.

The number of passengers on each train is being closely monitored so that 6-car services can be timetabled where they are needed most.