We are committed to making travel easier for you. We welcome elderly and disabled customers, users of standard
wheelchairs and powered wheelchairs (up to a maximum width of 700mm and length of 1200mm) and those travelling with small children, shopping or heavy luggage.
Download the free Metro Access Guide at the bottom of this page or for a printed booklet Tel: 0191 203 3333 or email: access@nexus.org.uk
Assistance for passengers with restricted mobility
For assistance, you can contact us by:
• Calling or texting 0191 203 3666
• Emailing assistance@twmetro.co.uk
Our commitment to you
• We will provide assistance at any station, as long as we are given at least six working hours' notice
• Where assistance is required but has not been booked in advance, we will try to provide assistance.
Powered mobility scooters
Powered mobility scooters may NOT be used anywhere on Metro stations or platforms. This is because of their design, difficulty in manoeuvring and unsuitability for use within Metro trains.
Lighter scooters may be folded and carried on board trains.
This has been introduced for the safety of all Metro passengers, following incidents at stations where scooter users have been injured and other passengers placed at risk.
Station access
All Metro stations are accessible by level access, ramps or lifts.
Station platforms are approximately the same height as train floors. There is however a gap of up to 121mm (4 3/4 inches) and a step of up to 48mm (2 inches).
This varies from station to station.
Lifts
Lifts vary in size but all can accommodate a wheelchair as long as it is no longer than 1.4m (4 feet, 7 inches long) and 0.7m (2 feet and 3 inches wide).
Some of the older station that were adapted for use by metro have ramps that are steeper than current standards.
Help Points
• All Metro stations have Help Points.
• Generally located near ticket machines and where appropriate, on platforms.
• Used to alert Metro staff to emergencies.
• Used for enquiries or to request assistance, if for e.g. a lift is out of service.
• Book a taxi to collect you from the station (if using this facility you will have to check that the vehicle booked is suitable for your needs, we cannot be held responsible if accessible vehicles are not available).
Toilets
Toilets are available at the following stations and are accessible with a National Key Scheme (RADAR) lock:
• Heworth
• Gateshead
• Four Lane Ends
• Whitley Bay
Announcements
Many Metro stations have automated departure announcements giving the destination of the next due train. Drivers also announce key stations and interchange points on board trains.
Metro REACT Talking Signs
We have installed RNIB REACT Talking signs at Monument and Haymarket. When a blind or partially sighted person carrying a fob is close to a REACT speaker, it sets off a pre-recorded message.
The message confirms the person's location and directions to allow the user to find their way along the route independently. It can also provide information such as where to board a train, exit locations and where the lift is located.
Fobs can be carried in the user's hand, pocket or bag. When switched on it will automatically set off messages.
Find out more about RNIB Talking Signs in Newcastle city centre
Monument Metro RNIB REACT units
Within Monument Metro station there are 15 RNIB REACT units.
Haymarket Metro RNIB REACT units
Within Haymarket Metro station there are six RNIB REACT units.
Where can I get a fob?
Fobs are available free for daily hire (a £20 refundable deposit is required). They can be collected from:
• Central Arcade Tourist Information Centre
Email: tourist.info@newcastle.gov.uk
Tel: 0191 2778000
• Newcastle Shopmobility, Eldon Garden Shopping Centre
Email: Shopmobility@newcastle.gov.uk
Tel: 0191 2616176
• Civic Centre Customer Service desk
Tel: 0191 2328520
• Nexus Travel Shop at Monument located at ticketing concourse area.
• Nexus Travel Shop at Central Station located at ticketing concourse area.
• Nexus Travel Shop at Haymarket located at ticketing concourse area.