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.
If you contact us with a complaint relating to a service we provide that's carried out by one of our stakeholders, we will investigate the complaint with the relevant company and inform you of the outcome.
In the four week period between 3 March to 31 March 2013 we received 251 complaints and 9 contact of praise/thanks. We answered 100% of formal complaints and 100% of email complaints within response time targets.
The number of complaints decreased in comparison to the previous period (671 complaints received). The main number of complaints relate to train service performance (103). Three reasons account for the majority of the service performance complaints, a train fault, a fire alarm activation and no connecting Metro service to the last bus replacement.
Breakdown of the complaints received
Safety and security - 10
Train service provision - 103
Ticket machine faults - 52
Staff conduct/availability - 25
Trackside quality - 0
Station quality - 8
Information at station/on Metrocars - 11
Other - 42
Light Rail Awards Operator of the Year for 2011