Accessibility and Safety

Accessibility

We are committed to making travel easier, especially for people whose mobility is impaired, including those with small children or pushchairs. The Metro system is designed to be accessible for those with impaired mobility.

If you require assistance when travelling on Metro, you can contact us by telephoning 0191 203 3666 or Customer Relations on 0191 203 3199 / email contactus@twmetro.co.uk (please contact us at least six hours in advance of travelling). You can also use the Help Point located at every station to speak to a member of staff.

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. 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. Lighter scooters may be folded and carried on board trains.

For more information please contact Customer Relations by telephoning 0191 203 3199 or email contactus@twmetro.co.uk  

Safety on Metro

We want you to feel safe when using Metro and that’s why we have invested in the following:

  • More customer service staff present on trains and at stations-day and night
  • Installation of state of the art 24 hour CCTV systems at stations and on trains
  • Over 550 cameras cover the entire Metro network, including platforms, stations approaches, subways and car parks
  • We are working closely with the police and local authorities
  • Dedicated telephone/text number (0191 203 3666) so that passengers can report any problems
  • All our stations and trains are ‘Alcohol exclusion zones’
  • Smoking is not allowed on Metro stations or trains (this includes e-cigarettes)

Safety tips
For your own safety and comfort please be aware of the following:

  • Know where CCTV cameras are on stations and wait in those areas
  • Keep valuables out of sight
  • Do not leave your luggage unattended
  • Use well lit walking routes to and from stations
  • Never go on the track
  • Always stand behind the yellow line on the platform
  • When using escalators stand to the right side, hold the hand rail and face forward
  • Never take large items of luggage, pushchairs or wheelchairs onto an escalator, please use the lift or ramp

Report an incident

  • In an emergency dial 999
  • Police (not an emergency) call 101
  • On a Metro station use the Metro 'Help Point', or speak to a member of staff
  • On a Metro train Tel/Text: 0191 203 3666
  • Report a concern (that does not need an immediate action) email contactus@twmetro.co.uk.

Level crossings

The level crossings on the Metro system are open crossings. They have no barriers or gates. Road traffic signs are provided at these crossings. They are also protected by flashing red light 'stop' signals and an audible alarm.

How to safely use the crossing in your car

  • Drive carefully up to the crossing and be ready to stop
  • You must stop behind the white line, if the red lights are flashing
  • If you have already crossed the white line when the amber light comes on, keep going
  • Never reverse onto or over the crossing
  • Only cross when the lights go out

Stay safe on foot

  • If the red lights are flashing, you must always stop and wait
  • At footpath crossings without flashing lights, stop to look and listen for trains. Do not start to cross if there is a train coming
  • Never get distracted-for example by talking on a mobile phone, texting or listening to music or headphones
  • Don't let children run or wander off. If you have a dog with you, keep it on a lead

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