Merseyrail Tap & Go

[vjm1975]

What is someone supposed to do if they travel to Chester operating on the assumption that they can tap out? What do they do at the Chester end? Is there any information provided at stations or on trains to let them know the situation? This is the first I am hearing of it

Merseyrails response on X to someone was basically ‘ it's tough you should have known as it’s been well advertised’. The person in question wasn’t happy about being made to buy another ticket. They will be even more peeved when they see a £10.55 minimum fare on top for failing to tap out.

First I seen about not being valid at Chester was yesterday late morning, though I knew from someone who worked at the station that this would be the case.

 

[chris53]

Merseyrails response on X to someone was basically ‘ it's tough you should have known as it’s been well advertised’. The person in question wasn’t happy about being made to buy another ticket. They will be even more peeved when they see a £10.55 minimum fare on top for failing to tap out.

First I seen about not being valid at Chester was yesterday late morning, though I knew from someone who worked at the station that this would be the case.

Where has it been advertised? I have seen adverts for the Tap and Go but nothing about the Chester situation. There was no mention of it in the extensive press release by Steve Rothertham. If someone wanted to fight this , what would be their chances? For the record now that I know I will just continue to buy paper tickets untill they get the situation sorted out.

 

[Bletchleyite]

Where has it been advertised? I have seen adverts for the Tap and Go but nothing about the Chester situation. There was no mention of it in the extensive press release by Steve Rothertham. If someone wanted to fight this , what would be their chances? For the record now that I know I will just continue to buy paper tickets untill they get the situation sorted out.

Or use a MetroCard.

 

[chris53]

Or use a MetroCard.

I only go once a month so won't bother, will just get paper tickets

 

[vjm1975]

Where has it been advertised? I have seen adverts for the Tap and Go but nothing about the Chester situation. There was no mention of it in the extensive press release by Steve Rothertham. If someone wanted to fight this , what would be their chances? For the record now that I know I will just continue to buy paper tickets untill they get the situation sorted out.

Merseyrail claim it was advertised widely but first seen was late Monday morning where at the bottom of one online advertisement it mentioned Chester wasn’t included. Hadn’t seen anything beforehand, but was forewarned by a friend who works at Chester station who said their gate lines wouldn’t be able to accept contactless payments.

In fact I didn’t see any advertisements at all in the weeks before it started apart from the press announcement which got me wondering if was even going to go ahead on time.

Given that Liverpool to Chester is one of the most popular routes they need to be more forthcoming with the fact that Chester isn’t included. Certainly once people start moving over to using contactless and it becomes the norm it is going to create a lot of issues and a lot of aggro for those on the front line.

 

[gray1404]

I wonder if the stands alone Merseyrail card validator on platform 7B is capable of starting and ending a contactless journey. This could at least provide a temporary practical solution for those caught out.

Additionally Merseyrail should be placing predominant signage by all their card readers advising customers traveling to Chester and not to tap in and to obtain a paper ticket.

 

[Class83]

I wonder if the stands alone Merseyrail card validator on platform 7B is capable of starting and ending a contactless journey. This could at least provide a temporary practical solution for those caught out.

Additionally Merseyrail should be placing predominant signage by all their card readers advising customers traveling to Chester and not to tap in and to obtain a paper ticket.

Are the other stations outside Merseyside; Bache, Capenhurst, Ellesmere port, Overpool and little Sutton similarly affected. Hooton technically is in Cheshire but generally treated as Merseyside.

 

[gray1404]

Are the other stations outside Merseyside; Bache, Capenhurst, Ellesmere port, Overpool and little Sutton similarly affected. Hooton technically is in Cheshire but generally treated as Merseyside.

Only Chester is affected.

 

[Fawkes Cat]

Are the other stations outside Merseyside; Bache, Capenhurst, Ellesmere port, Overpool and little Sutton similarly affected. Hooton technically is in Cheshire but generally treated as Merseyside.

If I have understood the thread properly, it's to do with what card reading kit is installed, not whether you are in Merseyside. I suspect that Chester is unique in being served by Merseyrail but having someone else's barrier equipment.

 

[Djgr]

Merseyrail claim it was advertised widely but first seen was late Monday morning where at the bottom of one online advertisement it mentioned Chester wasn’t included. Hadn’t seen anything beforehand, but was forewarned by a friend who works at Chester station who said their gate lines wouldn’t be able to accept contactless payments.

In fact I didn’t see any advertisements at all in the weeks before it started apart from the press announcement which got me wondering if was even going to go ahead on time.

I think it was only launched on Monday.

 

[vjm1975]

I think it was only launched on Monday.

Apologies. I meant late Wednesday morning I seen the first suggestion Chester wasn’t included. Tap and Go went live at 9am on Wednesday. It was Around 30 minutes after that I first noted about the lack of inclusion of Chester.

 

[Djgr]

Apologies. I meant late Wednesday morning I seen the first suggestion Chester wasn’t included. Tap and Go went live at 9am on Wednesday. It was Around 30 minutes after that I first noted about the lack of inclusion of Chester.

I think they have tried to launch something now even though it is not perfect (rather than wait years, for which they would surely be criticised)

Obviously a Plan B needs to be in place for Chester. However, as it is out-of-area I don't think there is necessarily an obligation for it to be included.

 

[Class83]

I think they have tried to launch something now even though it is not perfect (rather than wait years, for which they would surely be criticised)

Obviously a Plan B needs to be in place for Chester. However, as it is out-of-area I don't think there is necessarily an obligation for it to be included.

Contactless PAYG has been forever delayed, Walrus cards were coming soon 15 years ago and never happened until last year. By which point contactless/phone PAYG was the normal everywhere else.

Could at least one of the gates at Chester be switched to the same type as at Lime Street etc with a big sign for Merseyrail contactless customers to use the appropriate gate(s).

 

[Djgr]

Contactless PAYG has been forever delayed, Walrus cards were coming soon 15 years ago and never happened until last year. By which point contactless/phone PAYG was the normal everywhere else.

Could at least one of the gates at Chester be switched to the same type as at Lime Street etc with a big sign for Merseyrail contactless customers to use the appropriate gate(s).

Requires some TfW cooperation I guess?

 

[Bungle965]

I think they have tried to launch something now even though it is not perfect (rather than wait years, for which they would surely be criticised)

Known as a minimum viable product! I think the industry is well versed with this now, take a look at the relaunches of various WebTIS

 

[Class83]

Known as a minimum viable product! I think the industry is well versed with this now, take a look at the relaunches of various WebTIS

Yeah, it's just a bit of a failure that passengers can tap in, board, be travelling with a valid ticket to Bache, then enter some grey area as they approach Chester.

A validator by the manned gate, or at least one functional auto gate, at Chester would create a viable solution.

 

[Djgr]

Known as a minimum viable product! I think the industry is well versed with this now, take a look at the relaunches of various WebTIS

I wonder how long ago this issue was identified?!

 

[Benjwri]

My issue with the Chester situation is how badly advertised it is, at least online. It’s only mentioned in one paragraph at the end, after mentioning it being valid on the ‘Merseyrail Network’ multiple times. There isn’t even a validity map. I would be interested to see if there’s any publicity at stations.

 

[Northerngirl]

The only mention ive seen of it is on this thread, and i was in the trial, they really need stickers on the validators atleast, if they really can't agree with tfw. I did read somewhere that Wrexham is supposed to be getting new barriers soon, so maybe its only going to last a few months until a Chester - Wrexham trial is set up and they have decided it will do for now

 

[Djgr]

My issue with the Chester situation is how badly advertised it is, at least online. It’s only mentioned in one paragraph at the end, after mentioning it being valid on the ‘Merseyrail Network’ multiple times. There isn’t even a validity map. I would be interested to see if there’s any publicity at stations.

There is a poster at the gateline at Chester, saying basically "tough luck".

A validity map in itself, however, is not needed as it is valid everywhere on the Merseyrail network except Chester.

 

[Starmill]

There is a poster at the gateline at Chester, saying basically "tough luck".

A validity map in itself, however, is not needed as it is valid everywhere on the Merseyrail network except Chester.

Only the railway could put the poster up there where it's already way too late, while simultaneously not bothering to mention it onboard the train before Bache, when there'd actually be some opportunity to do something about it.

 

[Fawkes Cat]

Only the railway could put the poster up there where it's already way too late, while simultaneously not bothering to mention it onboard the train before Bache, when there'd actually be some opportunity to do something about it.

I don't disagree that putting up a poster saying 'sorry, you're stuck' isn't an adequate solution*, but how many pssengers will respond positively to a message 'if yoou're planning to travel to Chester on your credit/debit card, please get off at the next station, tap out, rebook and lose 15 minutes on your journey'?

*Probably the only adequate solution is having a way for credit/debit card passengers at Chester in and out without them facing a maximum fare or worse, but without that an onsite poster is surely part of mitigating things.

 

[Llandudno]

I don't disagree that putting up a poster saying 'sorry, you're stuck' isn't an adequate solution*, but how many pssengers will respond positively to a message 'if yoou're planning to travel to Chester on your credit/debit card, please get off at the next station, tap out, rebook and lose 15 minutes on your journey'?

*Probably the only adequate solution is having a way for credit/debit card passengers at Chester in and out without them facing a maximum fare or worse, but without that an onsite poster is surely part of mitigating things.

or 30 minutes after 1900 and all day on Sundays….!

 

[Class83]

I don't disagree that putting up a poster saying 'sorry, you're stuck' isn't an adequate solution*, but how many pssengers will respond positively to a message 'if yoou're planning to travel to Chester on your credit/debit card, please get off at the next station, tap out, rebook and lose 15 minutes on your journey'?

*Probably the only adequate solution is having a way for credit/debit card passengers at Chester in and out without them facing a maximum fare or worse, but without that an onsite poster is surely part of mitigating things.

It's hard to say that an onsite poster is in any way adequate mitigation.

At the very least the some method of tapping out to avoid incomplete journeys should be installed urgently, even if the gateline staff then have to allow the passenger through manually if the gates can't be adapted immediately.

However, surely at some point in the 15+ year gestation of this ticketing system someone employed by Merseyrail had considered this?

 

[Fawkes Cat]

It's hard to say that an onsite poster is in any way adequate mitigation.

So it's probably a good thing that no one is saying that. But it is part of adequate mitigation.

 

[Class83]

So it's probably a good thing that no one is saying that. But it is part of adequate mitigation.

A poster at Chester station is not part of adequate mitigation, it's a complete failure of mitigation. Posters at every other station and onboard the trains, along with announcements on Southbound Wirral line trains would be poor mitigation.

A portable scanner at the gateline would be reasonable mitigation.

Fixing the gates at Chester would be adequate mitigation, i.e. a working system 15 years late.

 

[Fawkes Cat]

A poster at Chester station is not part of adequate mitigation, it's a complete failure of mitigation. Posters at every other station and onboard the trains, along with announcements on Southbound Wirral line trains would be poor mitigation.

A portable scanner at the gateline would be reasonable mitigation.

Fixing the gates at Chester would be adequate mitigation, i.e. a working system 15 years late.

So you're saying that for the moment passengers arriving at Chester should have to be told by a member of staff why they're not entitled to travel?

 

[Starmill]

I don't disagree that putting up a poster saying 'sorry, you're stuck' isn't an adequate solution*, but how many pssengers will respond positively to a message 'if yoou're planning to travel to Chester on your credit/debit card, please get off at the next station, tap out, rebook and lose 15 minutes on your journey'?

*Probably the only adequate solution is having a way for credit/debit card passengers at Chester in and out without them facing a maximum fare or worse, but without that an onsite poster is surely part of mitigating things.

Well that's what I'd do if I were in that situation...

Given the alternative is the possibility of being charged a Penalty Fare, fifteen minutes seems sensible. I would obviously be complaining about the delay if I were caught out.

So you're saying that for the moment passengers arriving at Chester should have to be told by a member of staff why they're not entitled to travel?

Isn't that exactly what happens currently? I am not persuaded that the poster is doing anything about that. As we've just discussed, it's too late to do anything other than ask a member of staff to let you out (and them likely reply that they won't be doing so, until a ticket is bought).

or 30 minutes after 1900 and all day on Sundays….!

And it's a risk of 60 minutes if you go back to Bache, tap out, buy a ticket, wait for the next train. What's better...

Posters at every other station and onboard the trains, along with announcements on Southbound Wirral line trains would be poor mitigation.

Indeed, even that is well substandard. A member of staff walking up and down the train asking people for tickets and checking their destination, on every train, would be a sensible bare minimum if they really can't get it in place. It's very very very difficult to believe there isn't a hardware solution though, even if it's not a particularly convenient one.

 

[Northerngirl]

At Lime street they still have the old gates and someone pointing you to a standalone validator next to them, how they can't do that at Chester baffles me.

== Doublepost prevention - post automatically merged: 1 Mar 2026 ==

Also, ive not been to Chester since before any of tap and go started, but the gates have always rejected anything on the metrocard and you have to be let through anyway, So staff are capable of doing it

 

[plugwash]

I suspect that Chester is unique in being served by Merseyrail but having someone else's barrier equipment.

I believe you are correct, of the stations served by both Merseyrail and other TOCs.

Southport, Ormskirk, Headbolt Lane, Bidston, Liverpool South Parkway, Hunts Cross and Ellesmere Port are managed by merseyrail.

Liverpool Lime street is managed by network rail, but network rail don't operate barriers and merseyrail's platform has it's own barriers seperate from those for the mainline platforms.

That Just leaves Chester which is managed by TFW and has a shared gateline for all platforms.