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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?

From Monday 19th July the majority of lockdown restrictions will come to an end and face coverings will no longer be a legal requirement on public transport.

However, we do expect passengers to follow government guidance and wear a face covering in crowded spaces out of respect for others unless exempt.

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

  • Avoid peak travel if you can (between 07:00-09:30 and 16:00-18:30)
  • Allow extra time for your journey
  • In crowded spaces, wear a face covering out of respect for others unless exempt.
  • 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.

Will this timetable change again?

As we move out of lockdown, it is possible that this timetable may change again in the near future. We advise all passengers to check our website and Twitter account @merseyrail before travel for the most up-to-date information.

Why do I have to wait longer for connections during the revised timetable?

In making changes to the timetable, our planning team have had to balance the needs of our customers, taking into account where and when most passengers board and alight our services.

We will of course ensure that any passenger comments are included as part of any future review of the timetable arrangements in line with the changing nature of the pandemic.

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.

In crowded spaces, wear a face covering out of respect for others unless exempt.

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].

Can NHS workers still travel for free?

The Liverpool City Region’s free NHS travel scheme was one of the first to be launched, and one of the last to be brought to an end. From Monday 13th July NHS workers need to purchase a ticket to travel. We continue to be extremely grateful for the hard work that NHS workers have done in keeping us safe during this pandemic.

Are waiting rooms, ticket offices and toilets still open?

At the peak of the COVID-19 pandemic we did close waiting rooms across our network, however these are now open.

Ticket offices and toilet facilities are also now open. Where ticket offices need to temporarily close this will be highlighted on the relevant station website page. 

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. 

How do I know which trains will be busy and what do I do if the train I want to travel on is full?

Our busiest trains are currently those around the peak time periods of 07.00-09.30 and 16.00-18.30 Monday to Friday. If you are travelling, you may wish to travel on a quieter train and avoid these periods. You should bear in mind that some trains may also be busier at other times so we would advise passengers to plan ahead and leave extra time for their journey as you may choose not to board a train and wait for the next if a train is full.

Please ensure you have alternative transport plans if you wish to travel on the last train of the day, as it may be full and you may feel unable to board.

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?

From Monday 19 July the majority of lockdown restrictions will come to an end and face coverings will no longer be a legal requirement on public transport. Official government guidance is that they expect and recommend that people wear face coverings in crowded areas such as public transport.

Therefore, in crowded spaces, wear a face covering out of respect for others unless except.

More information on the government guidance can be found here.

Will railway staff be wearing face coverings?

Our staff will continue to wear face coverings unless they are exempt.

I’ve seen someone not wearing a face covering, what do I do? Do I need to tell you? Should I confront them myself?

From Monday 19 July we are continuing to ask that passengers act in a respectful manner towards each other and our staff at all times whilst travelling with us.

Please do not confront other passengers who are not wearing a face covering. Please be aware that, from 19 July as there is no longer a legal requirement to wear a face covering on public transport, some passengers may choose not to.

However, we do expect passengers to follow government guidance and wear a face covering in crowded spaces out of respect for others unless exempt.