Nexus will be reducing the hours of its Customer Services Centre from 1 April 2017 in order both to reflect changing customer demands and reduce the cost of the service.
The change means that people will no longer be able to contact our customer service staff by telephone on Saturdays, Sundays and Bank Holidays. Telephone lines on the 0191 20 20 747 number will remain open for all customer service matters between 8am and 6pm on weekdays.
People who call for public transport information will be directed to the national Traveline number 0871 200 22 33 when the Nexus line is closed, or to the Nexus website. For all other enquiries to Nexus people will be asked to either call back when the line is open or contact us online or by post.
If you feel this change will affect you then please contact Nexus so we can discuss possible alternative arrangements.
The change reflects the falling number of calls received as people use other sources – mainly online – for getting live public transport information.
It will allow Nexus to continue to protect other local transport services and concessions it provides using funding from local councils, by reducing the cost of operating the customer service centre.
The change will not affect existing performance targets for dealing with customer feedback and complaints, enquiries about tickets and concessionary passes, including the time taken to process applications for these.
We can be contacted at nexus.org.uk/contactus or on 0191 20 20 747 if you have any concerns about how this change will affect you.