Where can I find out about trains times and fares?
You can use the Journey Planner, linked on every page of the www.merseyrail.org website to find out about train times and fares. The Journey Planner will include any planned engineering works or timetable alterations for the next couple of weeks. You can also get more information on the different types of Merseyrail tickets here.
Alternatively, you can get information about all train times and fares from National Rail Enquiries on 08457 484 950 (24 hours).
Where can I get more information and where can I buy a ticket?
You can find out about train times and fares from the Tickets and Passes section of our website here.
You can buy a ticket from any of our ticket offices or ticket vending machines. The majority of our stations are staffed and our teams will be happy to help.
You can pay for your ticket with cash, card, contactless and Apple Pay. We accept all major credit and debit cards for payment. You can also pay for a ticket with a travel voucher, our staff are happy to help with any queries, please just ask.
Does my child need a ticket?
Children can travel free of charge up to the age of 5. Children aged 5 to 15 need to buy a child ticket. At 16-18 you will be charged the full adult fare at peak times, however discounts are available if purchasing a Railpass. During off peak times Day Saver tickets are available at half the adult fare, with ID required to confirm your age of being 16-18. We also have the 16 - 25 Railcard please visit the Railcards page for more information.
I’ve lost my ticket, can I get a replacement?
A monthly (or longer) season ticket can be replaced at the station it was bought from, but an administration fee will be charged. Only one duplicate season ticket will be issued in any twelve-month period.
7-day season tickets can't be replaced.
I found a mistake on my ticket, can I get a replacement?
It's best to check your tickets when you buy them. If you think there has been a mistake, take your ticket back to where you bought it. Some advance tickets have restrictions on exchanges and these will be explained to you when you buy them.
Can I claim a refund if I don’t use my ticket?
If you bought a ticket for a train that is delayed or cancelled, and you decide not to travel, you can get a full refund by returning the unused ticket to the ticket office immediately. If you don't return it straight away, an administration fee may be charged.
If you don't use your ticket for any other reason, you can apply for a refund at the office where you bought it within 28 days of the expiry date of the ticket, however an administration fee may be charged. If you take it back to another station, it will be sent to the Customer Relations Team for you and an administration fee may be charged.
Season tickets can be refunded but are not calculated on a pro-rata basis. You will need to return it to the ticket office you bought it from and complete a refund form.
Any refund must be paid out in the same way the ticket was paid for. For example, if you paid by credit card, your refund will go back on to your credit card. It can't be paid back to you in cash.
Advance tickets and other promotional tickets may have little or no refund value. When you buy an advance ticket you will be told if there are any conditions affecting exchange or refunds.
Can I claim for delays and compensation?
You can claim compensation if your journey is delayed by 30 minutes or more, this will usually be paid in rail travel vouchers. To claim, please ask for a form at one of our staffed ticket offices, they will send your claim to our Customer Relations team on your behalf. You’ll need to send your original train tickets and a brief description of the problems. You can send the form directly to us at:
Freepost MERSEYRAIL CUSTOMER RELATIONS
Merseyrail
BR Properties
Rail House
Lord Nelson Street
LIVERPOOL
L1 1JF
You can also download a compensation form here.
What is a Season Ticket?
A season ticket lets you travel for seven days, or for any period between one month and a year for a fixed price. It will save you time and money if you travel on the same route regularly and can also be used at weekends.
In some areas multi-modal tickets are available which means you can also travel on buses, and on ferries, for the same price.
Click here for more information on Season Tickets
How can I buy a Season Ticket?
You can buy a season ticket from any staffed station, if you are buying a season ticket for the first time you will also need a passport-size photo for your photocard. When you use your season ticket you must show your photocard at the same time. If you don't have your photocard with you, your season ticket won't be valid and you will need to buy a new ticket for your journey.
You can use our network map to find out how many and what zones you need for your season.
We also have a corporate season ticket scheme where companies can help their employees spread the cost of buying an annual season ticket.
How can I renew my Season Ticket?
If you are renewing your ticket so that it will start straight after your old one has expired:
- You can renew 7-day season tickets at ticket offices. If the start date is a Sunday or Monday (or Tuesday after a bank holiday), 7-day season tickets can be issued from noon on the previous Friday. If the start date is another day, the ticket can be issued after noon on the previous day.
- Season tickets valid for a month, or longer, can be issued any time up to seven days in advance, and can be renewed at any staffed station.
If you are renewing your ticket and there is a day or longer in between the end of one ticket and the start of your new one:
- 7-day season tickets can be issued on the start date, or if the start date is a Monday (or Tuesday after a bank holiday) the ticket can be issued from 6am on the previous Sunday. You can renew 7-day season tickets at staffed ticket offices.
- Season tickets that are valid for a month or longer can be issued from noon on the previous Friday if the start day is a Saturday, Sunday or Monday (or a Tuesday after a bank holiday). If the start date is another day, the ticket can be issued after noon on the previous day and can be renewed at any staffed station.