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Assisted Travel

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We aim to deliver a world class customer experience for everyone who needs assistance during their journey with us. Whether you book in advance or not, our friendly team are here to help. We aim to support customers at every stage of their journey with us.

Use the drop downs below to find information about each stage of your journey.

Planning your Journey

Whether you are travelling with a pram, young children, have limited mobility or just need a little bit of help in using our services we aim to provide the information you need to use our network with confidence.

Our journey planner will help you understand our timetable, plan your journey and can be found here.

Our station accessibility map below will show you which of our stations have step free access  and the average step you will need to make to get on to the train at each of our stations. This will help you to decide whether or not you require assistance making your journey.

Questions

If you haven’t travelled with us before, or even if you have and are going to a new part of our network, you may have questions about your journey. The fastest way to get advice is to use our Twitter service (@merseyrail). The team are available 06:00 – 23:30 Mon to Sat & 10:00 - 18:00 Sun.

Alternatively you can contact us here using our handy webform and a member of our friendly customer relations team will get back to you.

Requesting assistance in advance

Getting in touch and telling us your needs in advance can help us make sure we have arrangements ready for your journey. Both our trains and our stations can be busy at times, so where you can please let us know at least 1 hour in advance or 24 hours in advance for long distance journeys. We will make sure that staff are ready for you when you arrive to begin your journey.

You can request assistance by telephoning 0800 0277 347 (Freephone) or 0151 555 1111. We will then contact you directly to confirm the arrangements.

Please be aware that bookings are only accepted by phone between 7am and 7pm Monday-Friday. Outside of these times please call 0151 702 2704.

At the station

Unbooked Assistance - travelling from a staffed Merseyrail station to a staffed Merseyrail station.

We know that modern life is busy and often customers need to travel at short notice or don’t have an opportunity to book their journey in advance. 

At the vast majority of our stations we have staff located in our booking offices that will be able to help. Just approach them and let them know you need their assistance and they will do their best to make sure you get on the next available service and will also be able to answer any other questions you may have.

Our team will also let the station you are travelling to know that you are on your way so that staff at that station can be ready to meet you when you arrive.

During busy times please be aware that services and stations can be busy and you should always allow extra time in case the train you want to catch is busy and you need to wait for the next one.

Unbooked Assistance - travelling from an unstaffed Merseyrail station to a Merseyrail station.

We have four stations on our network that do not have booking offices and are unstaffed. These are;

Overpool, Little Sutton, Bache and Capenhurst

We also have one station that is open from start of service till 2 pm each day;

Ellesmere Port

If you arrive at one of these stations and require assistance to travel you should press the button on the help point located on each platform. Our control room team will arrange for you to receive the help you need. At Ellesmere Port station, when the booking office is closed, please follow the above procedure. You should allow extra time when travelling from these stations as staff may need to travel from another station to assist you or arrange for alternative transport to the next staffed station.

Unbooked Assistance - travelling from a Merseyrail station to a station outside of the Merseyrail network.

We work with Network Rail and the other UK Train Operating Companies to help customers that need assistance to plan their journey to any UK rail station to or from stations on our network.

In these circumstances, we would always advise that customers who need assistance request it in advance as described above, so that we can better plan with the other companies involved and make sure everything is arranged for your journey.

If your journey is starting off the Merseyrail network, the customer should contact the relevant train operating company, who is responsible for your journey and they will make the arrangements or by contacting National Rail Enquires here.

On the train

If you have any questions or need help whilst on the train, our team of guards are here to help. They regularly carry out ticket inspections on board our services, so will be available at points on your journey to answer your questions or provide any information you may need.

Don’t forget that our social media team (@merseyrail) are also available to help via your mobile device. The team are available 06:00 – 23:30 Mon to Sat & 10:00 - 18:00 Sun and will usually respond within a few minutes. 

Reaching your destination

When you reach your destination on the Merseyrail network, a member of our team will be there to meet you and make sure you get the help you need, if you can’t find them please speak to the guard who will help or press the Help Point call button located on every platform. 

After your journey

We aim to provide the assistance our customers need in a seamless way, to help us keep improving what we do, it is important to us that customers tell us what they think of the service we gave to them.

Where things have gone to plan, we do make sure that colleagues who have provided excellent service are recognised and all praise is passed onto the member of the team involved and their manager.

Where things haven’t gone to plan, we want to know so that we can fully investigate and where needed make things right by fixing the problem.

Either way the best the fastest way to give feedback is to use our Twitter service (@merseyrail). The team are available 06:00 – 23:30 Mon to Sat & 10:00 - 18:00 Sun.

Alternatively you can contact us here using our handy webform and a member of our friendly customer relations team will get back to you.

Click the map below for a clear overview of the accessibility of our stations, allowing you to plan your journey with peace of mind.

Please Note: Step heights are indicative only and platforms can vary dependent on where you are on them.

Accessibility Map (1)

Accmap (1)