The Merseylink bus service is Merseytravel's dial-a-ride service for people who live in the Merseyside area with mobility problems or difficulties, who cannot use ordinary public transport some or all of the time.
Benefits of the Merseylink Membership
The vehicles are designed for easy access and passenger comfort and include:
Wheelchair access.
Anchorage points for wheelchairs.
Low steps.
Wide, comfortable seats.
Seatbelts for all passengers.
On-board communications.
If there is sufficient capacity on board the vehicle an essential carer or companion may accompany you.
Are you eligible?
To be eligible for Merseylink Membership you must permanently reside in the Merseyside area and have ONE of the following
Higher rate mobility component of Disability Living Allowance (DLA) or Personal Independance Payments (PIP).
Higher rate care component of Disability Living Allowance (DLA) or Personal Independence Payments (PIP).
Higher rate Attendance Allowance.
Blind Registration document.
War disablement pension (with mobility supplement or high rate care allowance).
DS1500 Form.
How do I apply?
If you are applying online to complete your application, you must be able to
Upload a passport style photograph
Upload proof that your permanent address is in Merseyside
Upload photographic proof of your age / identity for example a copy of your driving licence or passport.
Upload supporting information that you meet the criteria for the Merseylink Scheme.
If you are exempt from wearing a seatbelt you must upload your confirmation letter from your GP that you are exempt.
For all applications you must be able to supply an email address so we can contact you.
The Merseylink service can be used for the following:
Shopping
Visiting friends or family
Places of worship
Health centres
Visiting someone in hospital
Unfortunately, we’re not able to take you to day centres which are operated by the local council or to medical appointments (for example: hospital, GP or dentist) as we are not able to guarantee a pick-up or drop off time.
In addition, you cannot use this service to travel to school; except to events after school.
Subject to availability, you can use the Merseylink service to travel anywhere within the Merseyside region. The service works best for short local journeys; however, if you want to go on a longer journey, we will do our best to accommodate this.
If we are not able to take you to your chosen destination, we may offer you part of your journey on Merseylink so that you can take accessible public transport for the rest of your journey.
You can bring a carer or a companion with you. If you want to bring more than one person, we will do our best to help, but you must tell us when you book a trip. If you are responsible for children or elderly relatives who cannot or should not travel alone or be left unsupervised, we will do our best to help you travel with them
DEFINITIONS
‘Application’ means the formal application for Membership to the Merseylink scheme, completed by you or completed on your behalf.
‘Merseylink’ refers to Merseytravel’s dial-a-ride service for people with mobility problems or difficulties who cannot use ordinary public transport.
‘Membership’ means your membership to the Merseylink scheme the account set up for the administration and operation of your Merseylink membership
‘Membership number’ means the unique number given to you at the time of Application and printed on your Membership card to confirm eligibility for the concession
‘Expiry Date’ means the date printed on your membership card to indicate validity of Membership
‘Merseytravel’ means Merseytravel (the operators of the Mersey Tunnels) of No 1 Mann Island Liverpool L3 1BP as well as its employees, agents, subcontractors and assignees
‘Scooter’ means an electric vehicle/ mobility aid equivalent to a power wheelchair used to assist people who have difficulty walking or getting around.
General Conditions
Upon successful Application to the Merseylink scheme you will be issued with a unique Membership Number, this is displayed on your Membership card and this must be shown to the driver when you board the Merseylink service
The Merseylink service will only be provided to current Membership. The Membership is not transferrable
Your Merseylink Membership will last for two years after which time you must renew by contacting Merseytravel. Merseytravel will not be responsible for any failure on your part to renew your membership.
Subject to availability, your journey can start as early as 8.00am or end as late as 11.00pm.
Merseylink operates a service every day; including a limited service on Christmas Day.
You can use Merseylink to travel anywhere in Merseyside (subject to availability.
Merseylink cannot be used for journeys to attend hospital appointments, day care facilities or special schools.
Bookings can’t be taken more than 7 days in advance. You must allow 2 days notice for any booking.
If you need to cancel your journey, you must let us know at least 2 hours before your scheduled pick-up time.
You can make up to 10 return journeys each month.
To book a journey call us on 0151 330 1001 between the hours of 10:00 am and 2.00pm, 7 days a week. If you want to make any enquiries or cancel a journey, you can call us on 0151 330 1002 between 8.00am and 8.00pm, 7 days a week. (If you use RNID TextRelay, dial 18001 before either of these numbers).
It will not always be possible for the Merseylink bus to pick you up at the time you want to start your journey and we may offer you an alternative time.
We will aim to pick you up within 15 minutes of your scheduled pick-up time and you must be ready and waiting for the vehicle. The driver cannot wait for you as this may delay other members.
If you are able to use accessible public transport, we may offer you a shorter journey to an accessible bus stop or a Merseyrail Station.
Demand for Merseylink is extremely high and we may not always be able to offer you the exact journey or time you want. We will use all reasonable endeavors to meet timescales specified for journeys, but any such dates and times cannot be guaranteed. We shall not be liable for a failure to provide the journeys which arises as a result of events outside of our control.
Using Your Scooter on board a Merseylink Service
There are restrictions around the use of scooters and it must fall within the following parameters if you wish to access the Merseylink service:-
It must be a Class 2 mobility scooter, these are lightweight and designed for use on public pavements only, they have a maximum speed limit of 4mph
It can be no wider than 600mm (23.6in) or longer than 1000mm (39.3in). Baskets, mirrors and other accessories can push the scooter over these measurement limits.
It must have a turning radius of no more than 1200mm (47.2in)
When the scooter is in use it must not exceed the Safe Working Load of a standard ramp, normally around 300kg (47 stone).
Data Protection
Your personal information is used by Merseytravel to administer the Merseylink service and your Membership to the scheme.
Your information will be shared with partners for the purposes of administration of the Scheme. Online submission details are securely stored and under strict access control. Merseytravel is committed to processing your personal information in a responsible, secure and transparent way in compliance with GDPR 2018 and Data Protection Law for full details please see our Fair Processing Notice.
Default
We will do our utmost to deliver the Merseylink Service using reasonable skill and care, and within a reasonable time. In the unlikely event that there is any defect with any aspect of the Merseylink Service provided under this Agreement:
please contact us and tell us as soon as reasonably possible;
(ii) please give us a reasonable opportunity to fix any issue.
If you have any questions or complaints about the Merseylink scheme or service please contact us. You can telephone our customer service team at 0151 330 1004 or write to us at Merseytravel, PO Box 1976, Liverpool, L69 3HN or email [email protected]
As a consumer, you have legal rights in relation to this agreement where service is not carried out with reasonable skill and care. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
Terminating or ending this agreement
You may contact us at any time to end your Membership to the scheme and to close your account.
If you are ending the agreement for a reason set out below the agreement will end immediately and any free concessionary journeys will be cancelled upon termination. The reasons are:
We have told you about an upcoming change to the services or these terms which you do not agree to;
There may be significantly delays because of events outside our control
We suspend the services for technical reasons, or notify you that we are going to suspend them for technical reasons, in each case for a period of more than 7 days; or
You have a legal right to end the contract because of something we have done wrong
Unless you have a right to end the contract immediately as above, the contract will not end until 28 days after the day on which you contact us.
(h) Merseytravel may end the agreement upon the Expiry Date of the Membership or at any time by writing to you if:
You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to renew your Membership and provide the services; or
We discover the concession is being misused in contravention of the terms of this agreement; or
(iii) Any other material breach of the terms of this agreement.
We may stop providing the scheme at any time. We will write to you to let you know that we are going to stop providing the scheme and will let you know at least 14 days in advance of our stopping the service.
Liability
Merseytravel is responsible to you for foreseeable loss and damage caused by our default or negligence. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen if for example you state it to us at the time you book a journey.
If in the provision of the service damage is caused your property, we will ensure any damage to your property is made good any caused by us, our contractors or agents in the provision of the Merseylink service. However, we are not responsible for the cost of repairing any pre-existing damage to your property or for damage that is not caused by us, our contractors or our agents.
Merseytravel does not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the service as detailed within the Consumer Rights Act 2015.
Using Your Scooter on board a Merseylink Service
To use your scooter on a Merseylink bus your scooter must:
Be a Class 2 mobility scooter. Class 2 scooters are lightweight and designed for use on public pavements only, and have a maximum speed limit of 4mph
Be no wider than 600mm (23.6in) or longer than 1000mm (39.3in). Baskets, mirrors and other accessories can push the scooter over these measurement limits.
Have a turning radius of no more than 1200mm (47.2in)
Not exceed the Safe Working Load of a standard ramp, normally around 300kg (47 stone).
Renewing your Merseylink Membership
You will receive a Merseylink Membership Identity Card which you must show to the driver when making a journey.
Merseytravel will not notify you when your membership is due to end. It is your responsibility to ensure your membership is renewed 6 to 8 weeks before it is due to expire.
For all applications you must be able to supply an email address so we can contact you.
For all other concession related enquiries please contact us at [email protected]
Liverpool Lime Street is currently closed to the public due to a security threat. No trains are running from the station. We aim to have normal service resumed as swiftly as possible. We are sorry for any inconvenience caused.
