Here you will find the answers to the most commonly asked questions about our Platform Upgrade Works. If your question isn't answered below, please email our Customer Relations team on comment@merseyrail.org, call 0151 555 1111 07:00 to 19:00 Monday to Friday, or alternatively, tweet us @merseyrail.

What are Platform Upgrade Works?

Your brand new trains are on track for 2020. To prepare for their arrival, platform upgrade works need to take place across our network.

Platforms across the Merseyrail network will need to be adjusted to accommodate the new trains.

The new trains incorporate sliding step technology, which will allow the sliding step from the train to meet the platform edge, creating step free access for all passengers across the network. This will lead to unassisted access for all and represent a pioneering approach for the UK in terms of accessibility.

What are the effects?

In most cases, works will consist of short closures ranging from nine to 30 days in length. Stations will be closed to passengers and rail replacement buses will run between affected stations. In other cases, works can take place without a station closure; however passengers may have to use alternative platforms.

How long will the work last?

The works will take place across 11 phases, with only one part of the network affected at any one time. These will take place from October 2018 to June 2019.

When will there be more details available about the works?

More information will be released closer to each closure, letting you know exactly how your station and line will be affected and how we will support you getting from A to B.

How will I travel across the network if my station or journey is affected?

We’re doing our very best to make sure your journey is as easy as possible. It’s very important to us that while the works are going on, you get to where you need to as quickly as possible, but your journey will need to change. High quality rail replacement buses will be in operation, and express services will run, to get you where you need to go as quickly as possible. All other unaffected services will be strengthened too, to make sure you’ve lots of travel options available to you.

Will there be bus services?

During phases when stations are closed, rail replacement buses will be in operation, and some express services will run, to get you where you need to go as quickly as possible.

When will the new trains arrive following these works?

Platform upgrade works are due to complete by June 2019, which will coincide with the initial testing of the new fleet. This is why this work needs to be completed now.

Why can’t work be done overnight?

Work has been undertaken to minimise passenger disruption wherever possible and still deliver this vital work before the new trains arrive. To carry out this work in a non-disruptive manner would take years to complete. We’ve done everything possible to ensure this does not affect any major events over the network during this period.

I require assisted travel during these works, how will I travel?

As usual, we will continue to support customers who require assistance when travelling on our network. In order to ensure we can continue to assist everyone, we ask customers to contact us in advance so that we can offer the best possible support. We have a dedicated section of our website with all the information you need to help you travel during the works, click here for more details.

How will cyclists travel during disruption?

Cyclists can leave bikes at stations with secure cycle shelters, which have been installed at the majority of our stations. For more information, and to register for a secure key fob, click here. This will enable access to any and all secure cycle shelters across our network.

I will be travelling with a buggy/pram, can I still use the rail replacement services?

Yes, buggies and prams will need to be folded down in order to travel during all phases of the work. The number which can be carried on each is limited but there will be enough buses on hand to ensure that waiting times for customers travelling with buggies and prams are kept to a minimum.

Can I get a refund on my annual pass?

Whilst we have done everything possible to ensure customers will remain on time and on track during these small phases of disruption, annual railpass holders can get a refund if required. This is subject to a £10 administrative fee. Please click here or pop into your nearest staffed station for more details. 

Will compensation be provided to annual pass holders for the inconvenience?

We realise this work is going to add time onto journeys for our customers and that this will inevitably cause some inconvenience, which is why we have worked hard with Merseytravel and Network Rail to develop a robust plan to minimise the impact of the works. We are confident that our rail replacement buses will provide a high quality service during the works and will keep people moving, therefore we won’t be offering compensation to annual pass holders. That being said, our usual compensation and refund process remains in place during this timeframe – more information on this can be found here.