DATE: Wednesday 10 August 2011
TIME: 0830hrs – 1000hrs
VENUE: Central Station
PRESENT: Metro Marketing and PR Controller & Customer Service Manager
Q. Some stations need upgrading to help with platform numbers as they are hard to see – need to be more visible?
A: The network is currently going through a major £385m reinvigoration programme. This has already started with the blockade project back in March (Byker to Tynemouth closure) and the weekend possession works. The Metro has survived for 30 years but in order for it to continue vital upgrades need to be undertaken such as improvements to tracks, embankments, cabling, stations refurbishments, new ticketing machines and barriers.
Q: I am an annual passholder, except during school holidays, I never get a seat. The service has deteriorated over the last 3 months- 6 weeks ago there was no acceptable replacement service and had to wait over an hour (Pelaw – South Shields)
A: We run a frequent service at peak times but we are aware that people have to stand. Sometimes when there is unexpected disruption, particularly at peak time, it takes a little while to get a bus company to cover the service. We apologise for your delay.
Q: Why are there no days added to passes from South Shields. Bus service inadequate replacement?
A: We can’t provide a replacement bus service free of charge as we have to pay the bus company.
Q: When there is anti-social behaviour why do staff pretend they can’t see it. Why not consider a banning order or increase penalty fare to £50?
A: We do have by laws to control the behaviour of other passengers and we do enforce them. You will see a campaign to that effect in the next few months.
Q: No announcements made on platform at Central. Cannot hear volume levels?
A: The announcements and volume levels are set for DDA purposes so that people with impaired vision can hear the announcements. Not sure why there were no announcements made at Central station, we will look in to it.
Q: There is a problem with one of the ticket machines at Tynemouth
A: If you lose money using any of the machines you should notify Metro by using the Help Point or speak to a member of staff. The machines are old and will be changed soon so hopefully you shouldn’t have any more problems.
Q: When are the new trains coming?
A: Watch this space! In the next couple of months!
Q: Why can’t you purchase season tickets at Cullercoats?
A: You will soon be able to buy weekly tickets from our new ticket machines.
Q: How do you appeal against a penalty fare when the address on the back is only an answer phone?
A: The appeal must be made in writing. The address on the back of the notice is the address you must write to.
COMMENTS
Metro staff doing a great job
New zone map better