If you would like to leave a compliment or complaint, ask a question or report an issue, please get in touch.
Get in Touch
Before using our Get in Touch option, make sure that you check out our frequently asked questions below - you may find the answer or help you need there!
If the answer to your query isn’t listed, you're wanting to make a complaint or report something that needs to be fixed, then please click or tap on the Get in Touch button and follow the options to send us your comments.
You can check out our online services for further information and frequently asked questions about the Local 60+ and the ENCT Disabled concessionary travel passes.
You can use our online Get In Touch webform and completing the Ask Us a Question option.
You can speak to our Customer Services team by calling us on 0300 131 2881*
Or, you can visit a Merseytravel Centre in person for further support.
* Calls to this number are charged at the same rate as calling a local 0151 number. Calls should also count towards any inclusive or free minutes as provided by most telephone and mobile providers. If unsure, we recommend that you check with your service provider to understand what is included with your inclusive package.
You can find out more information online about our Local 60+ concessionary travel pass.
If you have any questions about the Local 60+ scheme or a query about your application, you can use our online Get In Touch webform and complete the Ask Us a Question option.
You can speak to our Customer Services team by calling us on 0300 131 2881*
Or, you can visit a Merseytravel Centre in person for further support.
* Calls to this number are charged at the same rate as calling a local 0151 number. Calls should also count towards any inclusive or free minutes as provided by most telephone and mobile providers. If unsure, we recommend that you check with your service provider to understand what is included with your inclusive package.
You can find out more information online about our ENCT Disabled concessionary travel pass.
If you have any questions about the ENCT Disabled concessionary scheme or a query about your application, you can use our online Get In Touch webform and complete the Ask Us a Question option.
You can speak to our Customer Services team by calling us on 0300 131 2881*
Or, you can visit a Merseytravel Centre in person for further support.
* Calls to this number are charged at the same rate as calling a local 0151 number. Calls should also count towards any inclusive or free minutes as provided by most telephone and mobile providers. If unsure, we recommend that you check with your service provider to understand what is included with your inclusive package.
You can call our Customer Services team on 0300 131 2881* where a member of the team will be able to cancel your lost or stolen pass. Your pass will be hotlisted immediately to prevent any unauthorised use; our team will then take a payment and order you a replacement pass which will be despatched by post to the address we hold on record.
Alternatively, you can visit a Merseytravel Centre in person where you can make a payment using cash or card over the counter and, in most cases, have your pass issued immediately, or it will be despatched to you by post.
Please Note - we are not able to replace concession travel passes via email or social media.
* Calls to this number are charged at the same rate as calling a local 0151 number. Calls should also count towards any inclusive or free minutes as provided by most telephone and mobile providers. If unsure, we recommend that you check with your service provider to understand what is included with your inclusive package.
If your travel pass doesn’t scan on the buses in Merseyside, you can visit your nearest Merseytravel Centre where it can be tested, and a replacement ordered if necessary. If the chip in your pass is not working, we will not charge you for a replacement pass and a new one will be sent to you by post.
If your travel pass has become damaged, you can call our Customer Services team on 0300 131 2881* where a member of the team can take a card payment over the phone to order and replace your damaged pass.
Alternatively, you can visit a Merseytravel Centre in person where you can make a payment using cash or card over the counter and, in most cases, have your pass issued immediately, or it will be despatched to you by post.
Please Note - we are not able to process replacement concession travel passes over email or social media.
* Calls to this number are charged at the same rate as calling a local 0151 number. Calls should also count towards any inclusive or free minutes as provided by most telephone and mobile providers. If unsure, we recommend that you check with your service provider to understand what is included with your inclusive package.
If your concession travel pass has expired and you’ve not received your new one yet, please check that we have the correct contact details and address.
Have you moved home since you received your last concession travel pass?
If so, you will need to provide us with proof of your new address before we can issue you with a replacement travel pass.
You can either visit a Merseytravel Centre in person or send an email to [email protected] with a copy of any of the following:
- A recent council tax bill
- A utility bill (e.g. gas, electricity or water)
- A driving licence
- A statement from your bank or building society
- Official tenancy agreement
- A letter from the Department for Work and Pensions
Please make sure that you provide details of your old address, your full name and date of birth when you contact us.
Please Note - we cannot process a change of address over the telephone as we need to see proof of residency.
We don’t offer a refund on daily or weekly tickets; refunds can only be claimed for term time, monthly or annual products.
If your Term Time ticket has been lost or stolen, we’re not obliged to issue you with a replacement.
For more information on how to claim a refund for you Solo or Trio ticket, please visit our website here:
Please note: Our Customer Services team are not able to take your details over the phone to raise a refund request. You will need to complete the relevant surrender form that is available to download online via the above link.
You can purchase tickets, update your details and manage your MetroCard account online.
Check out some of our frequently asked questions online.
If you require additional support with your MetroCard or purchases, you can use our online Get In Touch webform and complete the Ask Us a Question option.
You can call our Customer Services team on 0300 131 2881* where a member of the team will be able to help with your query.
Or, you can visit a Merseytravel Centre in person for further support.
* Calls to this number are charged at the same rate as calling a local 0151 number. Calls should also count towards any inclusive or free minutes as provided by most telephone and mobile providers. If unsure, we recommend that you check with your service provider to understand what is included with your inclusive package.
Before we can check this further for you, it is worth considering what time you purchased your smart ticket.
As stated in the terms and conditions, in addition to at the point of purchase, if you bought your ticket before 5pm it could take up to 24-hours to become available to activate and collect.
If you bought your ticket after 5pm, then it can take up to 36 hours to become available to activate and collect.
Once these times have passed, you should be able to tap you MetroCard on the bus to collect your ticket – this should change on your account from Pending / Not Active to Active.
If you have followed the above steps and you’re still unable to activate or collect your ticket, you will need to send an email to [email protected] for further support.
When emailing the team, please include a copy of the proof of purchase for your ticket (this will either be an email if your purchased online or a paper receipt if you bought it in person)
If you have lost something on a Mersey Ferry, you can contact us directly:
If you have lost something on a bus, you can contact the bus operators directly:
If you have lost something on a train or at a rail station, you can contact the rail operators directly:
The easiest way to plan a journey is using our online journey planner at jp.merseytravel.gov.uk
For local rail queries, you can speak to Merseyrail or for other rail services, check out online services for National Rail.
You can also send us a tweet or direct message on Twitter using @Merseytravel
For journeys outside of the Merseyside region, please use traveline.info or you can call Traveline directly on 0871 200 22 33
Please Note - If you are calling Traveline, they charge 12p per minute from landlines and mobiles; this helps to cover the cost of their service provision. Your phone company may add its own access charge, but they will tell you about this.
The easiest way to access and download timetable information is online:
If you need timetable information in a different format like accessible PDF, large print, easy read, audio recording or braille, please contact:
The team will review your request and get back to your within 10 working days.
The easiest way to apply for Merseylink membership is online here.
Alternatively, you can download an application form and take the completed document to a Merseytravel Centre
If you need further support or have any questions about the Merseylink service you can use our online Get In Touch webform and completing the Ask Us a Question option, or you can call our Customer Services team on 0151 332 4333.
To request a journey booking on Merseylink, you can call our Customer Services team on 0151 332 4333 between 10am and 2pm Monday to Sunday.
Booking requests can be made no earlier than 2-days before and no later than 7-days before your requested journey date.
Please Note - Your booking request is not a confirmation of your journey; you will need to ring our Customer Services team on 0151 332 4333 the day before you travel to check if your request has been successful.
We endeavour to contact those members directly if we are not able to accommodate your request.
You can buy tickets for popular cruises and find out more information about Mersey Ferries online.
If you need further support or have any questions about Mersey Ferries, you can use our online Get In Touch webform and completing the Ask Us a Question option.
You can speak to our Customer Services team by calling us on 0300 131 2881*
* Calls to this number are charged at the same rate as calling a local 0151 number. Calls should also count towards any inclusive or free minutes as provided by most telephone and mobile providers. If unsure, we recommend that you check with your service provider to understand what is included with your inclusive package.
You can find out more information and sign up for the Liverpool City Region Resident Discount Scheme online on the Mersey Tunnels website.
Check out some of our frequently asked questions.
If you need further support or have any questions about the LCR Resident Discount Scheme, you can use our online Get In Touch webform and complete the Ask Us a Question option.
You can speak to our Customer Services team by calling us on 0300 131 2881*
Or, you can visit a Merseytravel Centre in person for further support.
* Calls to this number are charged at the same rate as calling a local 0151 number. Calls should also count towards any inclusive or free minutes as provided by most telephone and mobile providers. If unsure, we recommend that you check with your service provider to understand what is included with your inclusive package.
The easiest way to top-up your T-FLOW account is to sign in to your account online using the Mersey Tunnels website.
In the Top Up My Account panel, enter the amount you want to top-up and click the Top Up button.
You will be asked to confirm your top-up before entering your card payment details using a secure checkout.
You can speak to our Customer Services team by calling us on 0300 131 2881*
* Calls to this number are charged at the same rate as calling a local 0151 number. Calls should also count towards any inclusive or free minutes as provided by most telephone and mobile providers. If unsure, we recommend that you check with your service provider to understand what is included with your inclusive package.
If you have an active Direct Debit set-up, the easiest way to request a refund is to log in to your
T-FLOW account online at merseytunnels.co.uk.
Select the Payments option followed by Request Refund. Enter the amount you want to be refunded and click Submit. Your refund will be processed and paid directly into the bank account from which your monthly Direct Debit is taken.
Please Note: We cannot process refunds during a Direct Debit payment collection – this means the refund button will be removed from your account 3-days prior to your Direct Debit collection date and up to 3-days after. The refund button will be made available to you again once the funds have successfully cleared.
If you don’t have an active Direct Debit on your account, you can download and complete the Refund Request form and send a copy via email to [email protected] and a member of the team will process this manually.
Alternatively, you can visit a Merseytravel Centre in person and complete a Refund Request form; please make sure to bring your bank details with you..
Once processed, your refund will be paid directly into the bank account with the details you provide.
The easiest way to do this is to log in to your online T-FLOW account at merseytunnels.co.uk
To cancel your Direct Debit, select the Payments option and then select Cancel Direct Debit.
If you want to change the payment date or amount of your Direct Debit, first you must cancel the Direct Debit as above.
You will need to wait 3 working days before logging back into your online account and setting up a new Direct Debit instruction with your new payment details.
This is likely due to your active Direct Debit payment date on your account.
To allow for the banking process to take place, the refund button is automatically removed 3-days before and up to 3-days after your scheduled Direct Debit date whilst payments are pending.
Once you Direct Debit payment has been settled and credited to your T-FLOW account, the refund button will become available and you will be able to request a refund as normal.
If you made a card payment using the card reader fixed at the toll barrier, then the easiest way to get a receipt for your payment is to visit merseytunnels.co.uk and click the Request a receipt panel on the main page. You will be asked to enter you card numbers, expiry date and year. You can view receipts for payments for up to 6 months.
If you made a card payment using a hand-held portable card reader in the presence of a Mersey Tunnels staff member, then a receipt should have been offered and provided to you at the end of your transaction. If you did not receive a receipt when you made the payment using this method; unfortunately, we are unable to provide you with a copy receipt and would advise that customers ask the member of staff for their receipt when making their payment.
Any payments made using a mobile device (e.g. Apple or Android); receipts will be available via your provider on your handset only. We are unable to provide a copy of the receipt of this type of payment.
If you are a registered T-FLOW user, then you can log in to your account online and select the Transactions option from the top of the page. Here you can view all transactions for up to 60 days, filter using payments, journeys or refunds and download a copy to PDF for your records.
If the ANPR Camera is not reading your number plate, first thing to do is to make sure that you don’t have any old fast tags in your vehicle. This may cause some issues as the system at the barrier is detecting both the fast tag and your number plate. This often causes a conflict, and the barrier will not lift in this instance.
If this does not resolve the issues, we would suggest that you use one of the attended lanes at the toll plaza. Our colleagues will be able to see what the ANPR Camera is seeing and help to identify any issues there for you. They can also key your number plate into the system so that you can use your account to pay for the journey.
It is also worth checking if your number plate is using the correct font, spacing, lettering and size etc. as the ANPR Camera will only read those approved by the DVLA. You can find out more information about the DVLA standards online here.
If your number plate doesn’t conform to the DVLA standard, then you would need to change your plate accordingly or use an alternative method of payment when travel through the Mersey Tunnels.
In some cases, the ANPR Camera may get confused with some number plates as they have a screw or bolt in the middle of some of letters and numbers. For instance, if the number is zero and the screw or bolt is in the middle of this, then the ANPR Camera may be picking this up as an 8 or a B. This same problem is also common with the letter D and C etc. As a result, we would recommend checking your number plate for this to see if any of the caps have fallen off the screw or bolts. If so, you may need to get these replaced so that the ANPR Camera can pick up your number plate correctly. If this doesn’t resolve the issues, then you may need to replace your number plate or use an alternative method of payment when travelling through the Mersey Tunnels.
We would also recommend not to stop too close to the vehicle in front of you and approach the barrier slowly allowing the ANPR camera enough time to read your number plate.
If you continue to have problems, you can email a photograph of the front of your vehicle number plate to [email protected] along with an explanation detailing the issue that you are experiencing. Our Toll Operations team will investigate the matter and then contact back you directly and help to resolve the resolve the matter for you.
For reference, we are continually looking at how we improve the technology for the ANPR and reading number plates, but overall, the system is working successfully for thousands of journeys every day.
Please note: The Customer Services and T-FLOW teams are unbale to support any further on this matter; and the guidance that they will provide to you is the same as listed above. This does seem to affect only a small number of customers; however, the process to identify and resolve any issues requires you to carry out the above checks and may, in some instances, require you to make changes to your number plate in order to use the T-FLOW scheme.
You can visit a Merseytravel Centre for face-to-face support for most of your travel and ticketing needs.
The easiest way to let us know about a damaged bus stop or shelter is to use our online
Get In Touch webform and complete the Fix It / Report It option.
If the damage could be a risk to personal safety, you can call 0800 731 3699 to report the damage. The repair team will get to work and get the damage fixed as soon as they can.
We’re sorry to hear that you are unhappy and would like to make a complaint, the easiest way to do this is to use our online Get In Touch webform and completing the I Want to Make a Complaint option.
Once submitted, your complaint will be assigned a unique reference number and assigned to the relevant team or third-party operator for their review and direct response back to you.
For more information, you can read our Customer Feedback Policy & Guidance Policy
Our Customer Services team are available to support with your public transport and ticketring queries 7-days a week.
Our Contact Centrte opening hours are:
7am to 8pm - Monday to Friday
8am to 6pm - Saturday, Sunday and Bank Holidays
You can speak to our Customer Services team by calling us on 0300 131 2881*
Or send us an email to [email protected]
Please Note: We will always do our best to provide a phone service during these times; however, there may be occasions when our opening times may need to be adjusted without any notice.
* Calls to this number are charged at the same rate as calling a local 0151 number. Calls should also count towards any inclusive or free minutes as provided by most telephone and mobile providers. If unsure, we recommend that you check with your service provider to understand what is included with your inclusive package.
If you are a member of the press or media and have a query, please send an email to [email protected] where a member of our Communications Team will contact you back directly.
Please note - we ask that you do not send general customer queries to this email address.