Ticket refunds

Refunds due to delays

If you are delayed by more than 15 minutes than advertised, you can claim a refund.  For a delay of more than 15 minutes or if you wait on a platform for more than 15 minutes longer than advertised we will give you back the ticket price of the single Metro journey that was delayed.*  If you buy a ticket for a specific day and can’t use it due to train cancellations or service disruption we will refund the price you paid for the ticket.

* Excluding Gold Card holders, Magpie Mover holders, Wear on Our Way holders and when we advertise that your journey will take longer e.g. when using the Metro replacement bus service during planned modernisation work.

How to claim a refund

We aim to treat all refund claims with fairness. However, if you are not satisfied with the refund arrangements outlined you can appeal. We will consider individual claims on their merits.

Claiming a refund is easy, you can do this here

Claims must be made within 28 days of the delayed journey. You will need to provide a copy of your ticket or Pop card with your claim.

Claims must be submitted within 28 days from the incident date to the Metro Customer Relations team. We've made it easy to claim a refund, you can do this at nexus.org.uk or by using the following link https://www.nexus.org.uk/metro/delay-and-repay. We usually issue refunds by BACS payment but if a customer would like a cash refund this can be obtained in person at South Gosforth Control Centre. 

Ticket machine refunds

If you lose money in a ticket machine because it fails to issue you a ticket and you then purchase a second ticket from another machine, or if the machine fails to give the correct change or if you purchase a ticket in error you can claim a refund.  Please email customerrelations@nexus.org.uk or call 0191 20 20 747.

The above does not affect your statutory rights including any rights you may have under the Consumer Rights Act 2015.


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