DATE: Tuesday 23 August 2011
TIME: 1400hrs – 1600hrs
VENUE: Cullercoats Library
PRESENT: Customer Service Director & Customer Service Manager
Q. This morning the train was filthy!
A: I’m sorry for the state of the train. I can assure you that every night the trains are cleaned before they go back out to service the next morning. If, however, the train is spoilt in anyway we appreciate calls to let us know and we get the cleaning team out as soon as possible.
Q: Can a lift be installed at South Gosforth?
A: There are no current plans to install a lift but appreciate one would be beneficial at that station. It would be a Nexus project as they have just successfully installed a new footbridge and lift at Benton station.
Q: There are too many annoying announcements for the next station and ‘bing bongs’ on the train!
A: The new automated announcements are a recent feature and these are for the benefit of visitors to the area but more importantly they are for our passengers who are visually impaired. This helps them arrive at the right station safely.
Q: When are the digital clocks being replaced around the system?
A: As part of Nexus’ refurbishment programme these will be updated gradually.
Q: On the network between Hadrian Road and Howdon the trees are being clipped by the trains
A: The drivers will report any intruding foliage that disrupts the network but Nexus will have a maintenance programme that deals with overhanging and overgrown shrubbery.
Q: Why are bikes not allowed on the Metro?
A: It is due to the health and safety of our travelling passengers. Folding bicycles are accepted as long as the handle bars and foot pedals are covered and do not become obstacles that inflict injury to any other person using the Metro.
Q: At Cullercoats platform 1 is too steep
A: All Metro stations are DDA compliant. However, I will pass your concerns on to the relevant team and request for the station to be re-inspected.
Q: On Monument platform 3 – why do the displays not count down the trains?
A: On the Metro system we have sensor triggers which confirms how long until the trains arrive and which destination. But the journey from St James to Monument is less than a minute and essentially when it leaves it is due. It is always best to check the timetable to be on the safe side.