Merseyrail Anmeldelser 

Lying about issuing fines. The tap and go system is terrible, charges more than maximum daily fare amount if you can't tap out. No customer service and frequent delays and cancellations. Lack of information. Had two of the same readers on one station varying only in colour, I tapped the pink one and had a fine cause it's not valid for merseyrail journeys. Both readers installed on the same wall on a merseyrail station

What makes the difference when I use Merseyrail starts at the ticket office, the office I use regularly has a member of staff who is always friendly and will engage in conversation, you can have a laugh with him. His name is Kev and he's an absolute asset to Merseyrail . He's really helpful and takes the stress out of using the ticket machine. I know exactly what I have paid for and what my limits are. I don't find the machines anywhere near as efficient as Kev 😁 . The staff are all friendly and knowledgeable and the trains are always clean and monitored . It's nice to use your services Thankyou Merseyrail 5*

Mersey rail you really have NO SHAME on cancelled train 08:13 to hunt cross , second time recently, only bought the ticket and walk downstairs then heard announced cancelled. Why can't you announced and planned earlier? Wasting my time and money and no way to get money back

If I could give 0 stars, I would.

I’m a 15 year old and got fined £30!! I rested my feet on the chair in front of me without knowing that it wasn’t aloud. A woman comes up to me and fines me £30. These people are taking advantage of their power to make money. What happened to a warning? What happened to “Could you please remove your feet off the seat otherwise it will be a fine.” Don’t make the same mistake as I did (especially if you’re 16 or over, or the fine will be more!!)

Bad service
I am sick off these trains being delayed I didn't get home from work till 10.35pm on Thursday and I Finnish work at 5.30 the birkdale golf was in too and they didn't put enough caraiges on as usual so I had to stand up for 50 minutes after working all day not only is this unfair to customers paying for a comfortable journey but dangerous too as I couldn't move in the caraige say there was an accident ?

My teenager bought a ticket online. Next day went to collect it but office closed. Sign side get on train, collect when you get there. Got there, no where inside station to collect it, asked 4 different staff, told vaguely, go to shop, outside exit barriers. Staff allowed barriers to open. While looking for this "shop", an inspector came and read rights, issued criminal prosecution, only option to pay £125. Claim at the time, you didn't follow instruction of staff, but the staff just answered the question with , go to shop. Claim on ticket, you were stopped and found without a ticket outside the exit barriers. Later again, you rode the train without a ticket. Later again, you could have claimed a refund and that would be fraud, but it's a non refundable ticket. All claims false. Very distressing and unpleasant

Double Standards.
Got on the train to Chester this morning for work, my partner got fined £60 for her heel touching the seat and got read her Miranda rights. Coming back from work while the football is about to show and Chester races have just finished and the train is full of people drinking alcohol and having feet on the seats without a word said to them and no staff present. My partner and I were not being antisocial and I can’t hear myself think on this train in comparison. Not fair and entirely unjustified. Just moved house and cannot afford a petty fine like this.

Honesty the worse train company a toddler can operate better than these useless beings , genuinely how can you be 20 mins late then decide your skip everyone’s station to and head straight to the last station which is 30 minutes, honestly they don’t communicate don’t tell anyone anything until your on the train and it’s to late , jobless wankers you can’t even call what they do a job.

An absolutely terrible company, staffed by the worst people you could ever encounter.

Poor service, no sense of responsibility to anyone who’s paid to be transported, hold their passengers to a higher standard that they hold themselves, and every new initiative is always an absolute shambles. Like the Tap & Go that didn’t register on my return journey so charged a fine to my card. I didn’t want to use Tap & Go but surprise surprise the ticket machine was broken. Then the T&G didn’t work. And who suffers? As always with Merseyrail, it’s the passenger.

Both of their payment methods didn’t work and they fined ME for that!

First time in a long time I’ve used Merseyrail and they’re just as hopeless, have just the same contempt for passengers, are just as difficult to deal with as they were when I had to use them more regularly.

There aren’t enough insults in the English language to fully describe this shower.

Horrendous.

Merseyrail you are an absolute disgrace. You couldn’t be on time if you turned yourselves into a pocket watch. The CONSISTENCY of your late and cancelled service should be studied.

I have just paid £846 for an annual train ticket to get to work, and once again, i find myself sat here looking at a big fat ‘CANCELLED’ sign next to my train. Which means I’m going to miss my next train (if it hasn’t been cancelled too which is highly probable) - thanks Merseyrail!

On several occasions over the last few weeks, my trains have been cancelled 4/5 and even 5/5 days. It’s simply not good enough and Merseyrail are taking our money and providing absolutely nothing in return. I am not alone in this sentiment, yet any complaints seem to fall on deaf ears.

Merseyrail seems to wait until the train is due to arrive at the station to tell anyone it’s cancelled or late, resulting in absolutely heaving and uncomfortable rush hour trains. There is little to no communication about rail replacements, and last month I, and many others were funneled down into James St station by staff despite the fact that the station, which is UNDERGROUND, was filling with smoke. This was after we were all told the 17:35 to New Brighton was cancelled, when in fact it was (surprisingly) running perfectly fine. In the end - i was trying to get home for 2 and a half hours and had to pay £26 for a taxi. Merseyrail? Don’t want to know. £864 well spent.

Don’t even bother trying to get a refund, never mind reimbursed for the cost of getting home despite having paid for unusable train tickets.

To top it off, Merseyrail KNOWS how poor their service is, which is why they cap their refunds for season passes at 10%, and thats when they fall below 90% of what they should be doing. Every.single.one. of their lines are currently sitting below acceptable output. Further to this, unlike the majority of other train services, Merseyrail doesn’t subscribe to the usual cancellation and delays policy. They state you have to have been delayed by at least 30 minutes to claim any kind of compensation- despite cancelling rush hour train’s and causing absolute chaos and cramming two trains worth of commuters into one, and thats if the second train even turns up! It’s common sense that when you cancel or delay the first train, you cause people to miss their connections which causes further frustration and carnage. But you have covered yourselves there with your 30 minute delay policy - well done Merseyrail! You can get away with only cancelling every other train and not have to pay a penny for your incompetence.

Merseyrail you are an absolute disgrace and have failed to produce even ‘acceptable’ outputs. You are happy to charge extortionate rail prices, and consistently fail to provide any level of acceptable service.

I work with other commuters - not one of them has a good thing to say about Merseyrail. We are all absolutely sick of every single train we go for being at best delayed and at worst cancelled alongside the next due to run - after working all day, paying our fares and just trying to get home - it really is disgusting. You have happily taken £864 from me upfront, your refund policy is designed to be pointless as you don’t refund anything close to what was paid, yet you consistently fail to uphold your end of the deal. I now arrive to the station after work 5 minutes late and i’ve never missed a train yet!

How you’re even allowed to operate with the sheer amount of delays and cancellations i do not know. I will be taking what I have experienced and recorded so far to a regulatory body and the papers - I don’t think everybody is aware the sheer scale of the incompetence and failure that Merseyrail is actually running at.

Do better, or be prepared to hand stolen money back to the people who pay for this shambles of a ‘service’.

P.S - the first train you cancelled that made me late to my connecting train, and the train directly after the cancelled train was delayed? I finally arrived to Central, 40 minutes later than I should have, and you have now just announced the Chester and Ellesmere Port lines are closing as well. It’s 17:45 on a Wednesday afternoon and you have the cheek to charge me for a corporate pass? A pass that will be used in commuting rush hour? I suppose it’s another £26 in a taxi home for me and more free money for you, but you don’t want to hear about that, do you?

My son used the service, booked a ticket online but couldn't print it. When getting off the train he was fined for not having an actual ticket. Staff refused to see proof or purchase and QR code. Instead they requested he shared his Snapchat for proof of age!! Apparently this is acceptable under their training letting middle aged men get the social media details of kids. Anyway, We challenged the fine and it was wavered. They then said that the ticket (He didn't have) was now was wrong! and wanted to charge him more than the original price he paid. I made an official complaint and received an email of apology and that all costs would be waivered. Then the threatening letters started to arrive with Bailiff action. After reaching out again I've been told that I have to pay! I have no confidence this company has any idea what's going on and makes up fines for fun. What a joke!!

Try to fine you for buying a ticket online. Pathetic little man Bullied and Harassed my 15 yr old daughter for not having Internet connection and refused to accept a screenshot of the ticket and the qr code. Reading the reviews it looks like a common complaint but is still happening. Avoid if possible, they don't deserve your patronage.

In the north west and staying at Southport, travelled to Sandhills for the England game and found metro rail excellent friendly helpful staff and trains ran on time,

absolute terrible train service. the fricken worst in the country. ridiculously overpriced, filthy trains (no way they get cleaned daily), they only hire LIABILITIES, always late or delayed, 1-100 times they’ll be on time, everything is outdated but the trains, waste of our tax money going towards merseyrail. need to be dropped & replaced with someone else. these problems are up and down the lines. especially LPL-CHESTER, the worst line u could be on, yet the busiest.

Absolutely disgusting. Bought a ticket and got to the platform only for my train to work to be cancelled. Went back up as I had to get an uber in order to not be late and they took my return ticket from me! Absolute waste of my money. Will not be using them again.

Decent train service, slightly delayed but only a couple of minutes. Pretty average.

Terrible. Used train four times in last week - one cancelled, two passed straight through, one terminated beyond destination. No notice of any of it when buying tickets. Thankfully don't need to use the train often.

I was waiting for the train to new Brighton from central station, the train was due at 22.20, I am a lone female aged 63, the platform was busy with a few rowdy male customers waiting for the train . Callum was the metseyrail employee on the platform, he was keeping an eye on the rowdy male customers and at the same time asked me if I was ok. I replied I was, and I really appreciated his concern for my welfare. 10 out of 10 for Callum a lovely young man. .

Went from Brom rake to bromborough on behalf of funeral wake of a loved one so didn't feel like I paying was necessary given the extent and how trivial it was. (50 second train journey.. ON and OFF easily....)

Got caught....

Insulted for giving false information as the intimidating, patronising man gave no introduction and wanted to fine me anyways, so of course you say a fake name to start.

Threatning the police and not giving a damn of the urgency of situation proceeded to issue a statement and such and gave the anecdote "you wouldnt steal 1 loaf of bread from store so why would you bunk 1 stop"..

If the "loaves of bread" are street facing with no authority 99% of the time ofc you'd take the chance stupid muppets.

Also had the audacity to lecture me on how train fares work on the day of a loved one's passing death.

I understand we need to do our jobs but these instances are disgusting and trifling to a lesser audience.

They talk about 93% customer satisfaction what a joke. The only way to make a complaint is by email. The staff are useless and not helpful at all.