Transport User Voice October 2025 – Communicating through disruption

16 October 2025

Improving the passenger experience during disruption

Transport Focus recently partnered with Merseyrail to review the passenger experience during service disruption, with a particular focus on communication.

The aim of this exercise was to understand what passengers experience when things go wrong and the impact it can have on them, and the rest of their journey.

This joint research highlighted that many aspects of Merseyrail’s current approach are already effective and well-received by passengers. Passengers felt that messaging during disruption was broadly working, and the Merseyrail app in particular is seen as helpful and easy to navigate.

Despite this, passengers offered constructive feedback on how communication could be made even clearer and the insights gathered are now informing improvements to Merseyrail’s communication.

Passengers expect consistency of messaging so that they can trust what they’re being told and navigate their journey with confidence.

Passengers would also like to see clearer messaging with less ambiguous and vague language such as “poor weather” which doesn’t paint the full picture.

Maintaining investment in high quality audio and visual announcements on trains and at stations can aid confident decision making, especially in areas with poor signal that prevent passengers from being able to access digital channels. There is recognition that station staff play an important role in advising passengers at times of disruption and are viewed as approachable and well-informed ambassadors for Merseyrail.

By building on existing strengths and addressing areas for improvement, both passengers and frontline teams will be able to benefit and in the unfortunate event of a disruption, be able to act with confidence.