From Monday 18 May, Merseyrail will be increasing services on the network, including reinstating some services before 07:00 and after 19:00, Monday – Saturday. Services will continue to run between approximately 08:00 – 20:00 on Sundays.
As the Government guidance makes clear, people should only travel by train if absolutely necessary. For passengers who must travel we have produced a set of 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).
What is the travel advice now following the PM’s statement?
We want to reiterate the government’s advice that for rail, people should only travel by train if absolutely necessary and, even then, to travel at quieter times if at all possible. Please help us, our staff and those who need to travel, by not making unnecessary journeys. If you do have to travel, plan ahead, consider others and stay safe.
Starting from Monday 18 May, we will increase the number of trains that will operate to support the expected increase in passengers travelling when some industries return to work.
Will this timetable change again?
As the situation is changing so rapidly, it is likely that this timetable may change again in the future. We advise all passengers to check our website and Twitter account @merseyrail before travel for the most up-to-date information.
We ask all passengers to ensure that they only use our services if they are key workers or their journey is essential.
Is help still being provided – such as Passenger Assist?
We want to reiterate the government's advice that for rail, people should only travel by train if absolutely necessary and, even then, to travel at quieter times if at all possible.
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.
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’re asking people only to travel if they need to, so that those who need to take the train can do so safely.
We are cleaning trains and stations throughout the day, every day focusing on preventative cleaning products that create a protective shield on surfaces alongside our multi-surface cleaners that are used throughout the day. We are also putting up more signs to encourage people to socially distance. We are minimising queues at ticket offices by encouraging people to use contactless payments where they can. It may not be possible to socially distance at all points throughout a journey, so we are asking people to follow government advise and wear a face covering whilst travelling.
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: /tickets-passes/refunds.aspx.
Please bear in mind that you can only claim a refund from your last day of travel up to a maximum of 56 days from the date of claim. We would encourage customers to claim a refund if they are not using their product as back dated refunds will not be possible beyond this timeframe.
Can NHS workers still travel for free?
NHS staff are able to travel for free on Merseyrail trains across the Liverpool City Region. They will be able to travel for free by simply showing their NHS ID badge at Merseyrail stations or on trains. This will be in place until further notice.
What are the current rules around concessionary travel?
If you are 65 years old or over, you cannot use your pass between the hours of 06:29 and 09:31.
The restrictions were temporarily lifted to assist elderly passengers to access supermarkets at specific times. However, with the gradual easing of lockdown restrictions, we have reinstated the restrictions to reduce demand during peak times and ensure the safety of our passengers as more industries return to work.
Those with a concessionary pass for people with disabilities are not affected by this change.
Do I need a face mask? If so, where do I get one? How strict is it? Will a scarf do?
We are recommending that you wear a face covering when travelling by train. The latest government advice encourages people to wear face coverings, not necessarily a mask, on public transport where it may not always be possible to follow social distancing guidelines. The face covering could be a scarf or other form of material that could catch droplets coming from the mouth or nose. While this is guidance and not law, we are asking people to follow the guidance. You should visit www.gov.uk for the latest guidance on masks and coverings.
Are waiting rooms still open?
Waiting rooms are currently closed where possible to assist in maintaining social distancing.
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. We also ask people to follow government advice to avoid contact where possible and for people to wash their hands for 20 seconds before and after travelling.
Are Merseyrail tickets still being accepted on buses in the Liverpool City Region?
As our trains will be in service within normal operating hours from Monday 18 May, Merseyrail tickets will no longer be accepted on buses in the Liverpool City Region after 19:00 from this date.