Merseyrail Reviews 287

Would not trust these bully boys as far as I can throw.
Don't listen
Don't understand
Don't react to situations
Have no customer service skills at all
The problem is Merseyrail support them, unlike Transport Focus and other common sense rail authorities.
Other worrying thing is that no authority takes responsibility or regulates them.
They need to be dealt with and operate as passengers would expect, not think they are above any regulations.
Total nightmare

Your Revenue Inspectors are vile. Majority of them are grown, middle aged intimidating men. Hats off to them, they don't discriminate, whether you're a young girl, old man or teenager they will treat you like absolute scum, even after showing a valid ticket. Sort it out Merseyrail!

You can guarantee every bank holiday that merseyfail will be absolute chaos! First train of the morning broke down at southparkway which caused distress and panic as I had to get to work.

And coming home it was late/delayed and so I missed my connecting train. And then my connecting train was late, I just wanted to get home literally wanted to cry sick of the ineptitude of merseyfail!! Get them new trains off they aren't fit for purpose sick of it all surprised they make any money the amount they must refund on the daily, what a joke!

Always late or cancelled, wouldn't recommend if you have to be somewhere at a set time such as work

Need to start giving people notice that a train is cancelled. So they dont make 15 minutes journey there and find they cant get to work. Not the first time either!

Took my daughter and grandson 2 yrs of age on ferry to New Brighton, anyway we missed the ferry, no problem we can catch the train… on arrival the train was in station , so we boarders and proceeded to buy the tickets, WI-FI was hit and miss. Had message to go and collect tickets!!!! Which would mean getting off our train and waiting for the next one. We approached the driver who asked us to inform the security who were on board (right behind us in seats) they looked at our text message and understood our situation with a very tired 2 year old. They accepted we had bought our tickets and even engaged with my grandson, giving him a pretend V.I.P ticket with his name wrote on it. Credit to them both. They said explain on other side!!!! Well I’ve never been so sad for the ticket woman who after we explained what happened, to pull us all to the side and film us and ask for I.D, read us the riot act and asked where we had been and also where we’re going after the train station!!!! She was very blunt and very unprofessional. Gave us a yellow warning?? Said next time it’s )100 fine . We knew we should have got tickets beforehand but was also told by security to just show and explain what happened. This lady thought she worked for Russian intelligence, imagine asking for I’d address and what we were doing at new Brighton? Also how what are we doing after the train? What transport are we using. I felt violated and would like to make a formal complaint about her. All other staff on merseyrail went above and beyond

outstanding service from chester train station to moorcroft to fazakerley station. my husband and his guide dog arlo had the upmost assistance from all staff and made the journey so easy, cannot thank paul enough from fazakerley station who helped my husband board the train and helped him even to the station exit , thankyou so much merseyrail for your disabled assistance service

Fined for being sold a incorrect ticket !!!

From email threats to lack of empathy, on the day of the fine and beyond!!

This company is the most horrible nasty arrogant rude an unprofessional!!

Who ever reads this message, who is in any sort of power.. please investigate the fine officers an there practices !

Please investigate there train Inspectors !

Genuinely the most vile people.. i have ever come across.. uno what makes it even sadder.. its a bad bunch !!! Destroying the good ones...

Investigations needed into meseyrail !!!

Fined £60 for resting my feet on the side of opposite seat. Used purposefully intimidating security men who make you feel like a criminal. Humiliating and embarrassing experience which took place in front of my elderly parents.

Useless company.. Always cancelling trains without warning and then you ask them why, they don't know.. Absolute joke of a company.. Sick of them

RAN TO CATCH TRAIN & PAY AT DESTINATION AS IV DONE A DOZEN TIMES WITHOUT ISSUE. TOLD BY GUARD IT WAS OK TO DO SO BEFORE I GOT ON TRAIN . THEN HIT WITH A £54 FINE. ? PURE THIEVING SCUM

My wife couldn't buy a discounted ticket with a senior Railcard because the machine wouldn't allow her to do so.
So, paid extra rather than risk a fine for boarding without a valid ticket.
Contacted customer services and it was her fault, apparently!
Just pay up and shut up.
Another example of broken Britain, I suppose.

Absolute bunch of conmen
Sell 2 day tickets to use Metro rail and bus but they know are no use as I wanted to go to a concert at Anfield but they stop the 26 bus from Sandhill so they can make £5 a person to and from the concert.
Which is an absolute shambles but not surprised as from experience Stagecoach are a big joke but sadly that is like most of Liverpool! A total dump!

Thank you to the staff at Rock Ferry Station who looked after my dad who has Dementia….took care of him and ordered a taxi paid for by Merseyrail…..people quick to write reviews for the negatives but we as a family can’t praise them enough….thank you Ro McGowan, Margi and Chiddy x.

Me and a colleague were travelling to Liverpool from capenhurst then on to leeds, using a northern rail family and freinds ticket, after being advised to by the rail helpline. After the first stop conductor explains the ticket i showed him is not valid for this line. I showed him driving licence and he issed a penalty fine as he said he could/would not sell us a ticket. He only fined me not my colleague.
I tried to appeal via website but he had entered all my details wrong and the station it was issued, he made out It was about 7 station later although time stamp proved him wrong.
They just fobbed me off after eventually managing to appeal and I ended up paying £55 fine because they stated they weren't employed by mersey rail and mersey rail visa versa.
Would have happily bought a ticket it was only £6. Absolute joke of a money grabbing company

They are race biased and inconsiderate. After cancelling my train for an important meeting. They went on to give me a ticket for stretching my legs on the opposite seat for a moment, while other folks do it daily and they don't even bother. I even explained my reason, but they are all about the money. Don't expect anything good from them.

Without a doubt the must useless train service I've ever had the misfortune to encounter.
Third world countries have more efficient train services.

I used them to get work for 5 months and the trains were on time twice in all that time.

Today they just cancelled my train with no announcement.

Utterly useless

Merseyfail - yet again Chester train running late so fast running & missed out most stations due to being delayed - travel at least once a week & this happens constantly
Hot day - air con on but ineffective
Staff are pleasant and helpful mostly but the train service is just dire

NEEDED A WEE BAD!

Never have I ever needed a wee worse than this! Last train home no hope of coming off at a station to relieve myself had to wait 1.45 hours in excruciating pain! Disgusting!!! No toilets on a train should be a crime! Shocking!!! How I haven’t pissed myself I don’t know!!!!

On 26/2/25 my 14 year old son received a fine for none payment of a ticket, the fine number is MRPF0331797. There was a very valid serious reason why he had not bought one before getting on the train. I will not go through the whole situation here as the case can be looked up or I can explain again to you if required.

I appealed to the fine for genuine reasons. My first two appeals were rejected of which I was informed by email so I tried one last time. I never ever received any email or any other communication that my third appeal had been rejected so after about 8 weeks I assumed the case had been closed. I did not realise at that time that I could look on line for the outcome of the appeal or I most certainly would have done so. Because I had received notification by email before I automatically assumed I would do again.

I then received a letter from Merseyrail informing me I have to pay £100 as I have gone past the deadline for the £50. This was incredibly unfair as I would have paid the £50 if I had known that my third and last appeal had been rejected.

Since then I have tried several times emailing Merseyrail explaining the situation that I didn't get notification that my appeal had been rejected. I emailed Merseyrail asking them to send me the proof that I had been informed that the appeal had been rejected, but they then told me it was nothing to do with them and I had to contact the Penalty Appeals. I tried without success to contact them but all their communications are "no reply". I then contacted Merseyrail yet again asking them to help out with this situation and give me a contact for Penalty Appeals.

Eventually yesterday 16/5/25 I received another payment demand from Merseyrail and I have also been charged £2.25 for the cost of the ticket which by the way my son paid for when he got to his destination of Waterloo, and I had sent a photo of when making the appeals. They have also charged me £10 administrative fee!!

I paid the whole £112.25 yesterday to clear this fine, but I am appalled at the way this has been handled. I’m sure you get many cases of people making excuses about not paying for a ticket but maybe you will look up my case and read it and understand why this is so unjust! For a £2.25 ticket that my son didn’t buy for serious reasons when getting on the train but bought at the other end of his journey I have had to pay £112.25 !

At the very least I feel I should receive a refund of £62.25.