Merseyrail runs the electric train network around Liverpool, the Wirral, Southport, Ormskirk, Kirkby and Chester. Its trains have a limited wheelchair space, so the operator uses an access pass scheme for mobility scooters. This guide summarises what Merseyrail’s mobility scooter page, its information leaflet, its help-centre FAQ and its assisted travel page say about size limits, boarding and getting help. It applies to Merseyrail services in England only, and other train companies set their own scooter policies. Merseyrail’s own pages are not entirely consistent on one figure, which is flagged below. This is general information, not a guarantee of carriage.
The access pass scheme
Merseyrail says it is introducing an access pass scheme for certain types of scooter on its trains. If a scooter meets the stated dimensions, the owner can apply for an access pass, which shows that the scooter meets Merseyrail’s requirements. Merseyrail says it will assess the scooter’s suitability for its network and issue a compliant scooter access pass, and that carrying the pass at all times when travelling makes the journey quicker and easier. The operator says the size and layout of the wheelchair space on its trains is limited, and that while it tries to accommodate as many models as possible, requirements exist to keep all passengers safe.
To apply, the mobility scooter page directs people to the Customer Relations team by phone, email or post.
Size and weight limits
Merseyrail’s mobility scooter page and leaflet give these dimensions for the access pass:
- width of 28 inches (70 cm);
- length of 48 inches (120 cm); and
- a combined weight of 300 kg (user and vehicle).
The help-centre FAQ on taking a mobility scooter on the train gives a slightly different set of limits for travel: a height of 43 inches (109 cm), a length of 48 inches (120 cm), a width of 28 inches (70 cm) and a weight of 250 kilos including the occupant. Because the two pages differ on the weight figure, a scooter user near the limit should confirm the current requirement directly with Customer Relations before applying or travelling. The FAQ says anyone whose scooter does not fit within the stated dimensions should contact Customer Relations for advice, and the mobility scooter page says that many models will not comply with the specification, in which case a member of staff will make an assessment on an individual basis.
Class 2 and Class 3 scooters are not distinguished on Merseyrail’s pages; the dimensions and the individual assessment apply. For the difference between the classes, see the site’s guide to Class 2 and Class 3 mobility scooters.
Boarding and alighting
Merseyrail’s leaflet says that ramps are installed at all its accessible stations, and that staff help passengers to board by putting the ramp down between the platform and the train. The leaflet says the ramp should be approached from straight on, because negotiating it from an angle could lead to a risk of tipping over. Once in the designated wheelchair space, the passenger must switch off the power and apply the brake. When leaving, staff put the ramp down again, and the passenger should make sure they are leaving at an accessible station.
The FAQ adds that manual and powered wheelchairs can be taken on all of its trains but that some stations may be inaccessible. Merseyrail publishes a station accessibility map showing which stations have step-free access, and says it will update its website within 24 hours if temporary issues significantly affect accessibility.
Getting help at stations
Merseyrail asks passengers who need station assistance to contact its Mobility Helpline at least one hour before travelling, by Freephone or a local number. Its assisted travel page describes the same one-hour request, adds that the Passenger Assistance app can be used, and says the helpline is staffed from 7am to 7pm on weekdays, with another number outside those hours.
Booking is not compulsory. At most stations staff in the booking offices can help, and the operator says they will tell the destination station that the passenger is on the way. Merseyrail names four unstaffed stations, Overpool, Little Sutton, Bache and Capenhurst, where a help point on the platform connects to its control room, and says Ellesmere Port is staffed only from the start of service until 2pm each day. It advises allowing extra time from these stations, because staff may need to travel from elsewhere.
The leaflet says that a passenger who turns up without booking one hour ahead may be advised to wait for the next train if the next available train is busy. Merseyrail also says it does not sell tickets online, so tickets for a Passenger Assist journey are bought at a ticket office, with assistance arranged separately by phone. For the national rules on notice and redress, see the site’s guide to Passenger Assist.
Safety before travelling
Merseyrail says a scooter should be properly maintained, have enough power for the whole journey and not be overloaded with bags or other objects that may make it unstable or unsafe while using the ramp. Staff advise passengers of the safest way to enter and leave stations, lifts and trains. Operators elsewhere use their own permit rules; the site’s guide to permits and size limits by train company compares national operators.
Frequently asked questions
Do I need an access pass? Merseyrail says the pass makes travel quicker and easier, and it recommends carrying it at all times when travelling.
What if my scooter is larger than the limits? Merseyrail says staff assess models that do not comply on an individual basis, and the FAQ asks such passengers to contact Customer Relations.
Can I book help online? Merseyrail describes booking by telephone or through the Passenger Assistance app.
The bottom line
Merseyrail asks scooter users to apply for an access pass, with limits of 70 cm wide and 120 cm long, and asks for one hour’s notice of assistance. Its pages give two different weight figures, 300 kg and 250 kg, so confirm the current one with Customer Relations, approach the ramp head on and switch off the power once in the wheelchair space.
Sources
- Merseyrail, "Mobility Scooters" (merseyrail.org)
- Merseyrail, "Mobility Scooter Information Leaflet" (merseyrail.org)
- Merseyrail Help Centre, "On Train and Stations FAQs" (help.merseyrail.org)
- Merseyrail, "Assisted Travel" (merseyrail.org)