Our Passenger Charter sets out some clear standards for the services we provide to our passengers. For example, how to comment or complain, our commitment to listen to your views, information on buying your tickets and about our refund policy. For your copy of our Passenger Charter, download it using the link below.
Metro performance Metro aims to maintain high standards of reliability (99%) and punctuality (92.5%). To see what we have achieved this period, have a look at how well Metro is performing. Comments and complaints We aim to answer 92.5% of written and email complaints within ten working days. In the four week period between 1 April to 26 April , we answered 100% of written complaints within ten working days and 100% of email complaints within ten working days. In total we received 164 complaints and 4 contacts of praise/thanks. Benchmarking Metro tries to benchmark against other operators to ensure we offer value for money. Other light rail systems cost between £3.60 and £7.08 per vehicle km. Metro operates at a cost of £3.50 per vehicle km. For fare comparisons, take a look at how we compare against other light rail operators.
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