DB Regio Tyne and Wear Ltd has been appointed to operate the trains and stations on behalf of Nexus, which owns, manages and is modernising the Tyne and Wear Metro.
We are committed to providing a high quality and value for money service that reflects the spirit and aspirations of all our passengers in Tyne and Wear.
Our aim is for passengers to enjoy trains that look and feel ‘as new’, stations that are smart and welcoming, infrastructure and technology that is modern and functional and a level of service that is a role model for service excellence.
This Passenger Charter tells you what to expect when travelling on the Metro, what changes we are making to improve your journey and how you can contact us with your feedback or concerns.
Metro performance
Metro aims to maintain high standards of reliability. To see how we have performed this period, have a look at the attatchment below 'Here's how well Metro is performing'.
Comments and complaints
We aim to answer 95% of all formal complaints received by letter or Customer Response Form within ten working days and emails within five working days.
In the four week period between 11 December 2011 - 7 January 2012 we answered 100% of letters and Customer Response Forms within ten working days and 100% of email contacts within five working days. In total we received 171 complaints and 9 contact of praise/thanks.
Figures show a reduction in complaints received from last period (230). One area of complaint related to the Christmas timetable and information surrounding the holiday services.
Breakdown of the complaints received
Safety and security - 10
Train service provision - 48
Ticket machine faults - 50
Staff conduct/availability - 17
Trackside quality - 0
Station quality - 7
Information at station/on Metrocars - 5
Other - 34
Light Rail Awards Operator of the Year for 2011
