Ticket refunds

If you wait on a platform for more than 15 minutes longer than advertised or the Metro train you are on is delayed by more than 15 minutes, we will refund you the cost of your single journey Metro ticket*. This applies to customers purchasing a Single, DaySaver, Day Rover, Transfare or MetroSaver, and to Network One customers.

*Excluding Gold Card holders, Magpie Mover holders, Wear on Our Way holders and when we advertise that your journey will take longer e.g. when using the Metro bus replacement service during planned modernisation work.

How to claim a refund

To claim a refund we require a copy of your Pop card or the original Metro ticket (we ask for originals so they can't be transferred to another claimant) together with a brief description of the delayed journey including time, location, and where you were travelling to.

You can send this information via a pre-paid customer response form that can be picked up from any Nexus TravelShop or write to our Customer Relations team at:

Customer Relations, Tyne and Wear Metro, Metro Control Centre, South Gosforth, Newcastle Upon Tyne, NE3 1YT

Or Freepost at: Freepost RSRE-LZCB-LTUE, DB Regio Tyne & Wear Ltd, Metro Control Centre, South Gosforth Station, Station Road, Newcastle, NE3 1YT

Pop card holders and Network One ticket holders can scan and email a copy to contactus@twmetro.co.uk.

Claims must be submitted within 28 days of the date of the incident. Please submit a separate form for each claim.  We normally issue a refunds by cheque but if you would like a cash refund this can be obtained in person at South Gosforth Control Centre.  If you have a season ticket, we will refund the value of a single ticket for the Metro journey made.  In line with the Consumer Rights Act 2015, if you have paid for your ticket by Credit/Debit card and Metro is at fault for a delay to your journey of more than 15 minutes than advertised, if preferred, we will refund the cost of that single journey back to your Credit/Debit card.

If you lose money in a ticket machine because it fails to issue you a ticket and you then purchase a second ticket from another machine, or if the machine fails to give the correct change you can claim a refund. Please apply at any Nexus TravelShop or email customerservices@nexus.org.uk or call 0191 20 20 747.

Consequential loss

Metro will not accept responsibility for any consequential losses for example loss of earnings, taxi fares, missed appointments or missed connections. For further information, please see our Conditions of Carriage.