Understanding passenger response to disruption communications – Merseyrail research

20 October 2025

Transport Focus recently partnered with Merseyrail to review the passenger experience during service disruption, with a particular focus on communication. The research aimed to explore passengers’ experiences and views about communications at times of disruption and its impact on them.

The research highlighted that many aspects of Merseyrail’s current approach are already effective and well-received by passengers. Customers offered constructive feedback on how communication could be made even clearer and more consistent and the insights gathered are now informing improvements to Merseyrail’s communication.

By building on existing strengths and addressing areas for improvement, the results will benefit both passengers and frontline teams during times of disruption.

Disruption Communications on Merseyrail - Research Findings

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