***Requests for refunds on Metro season tickets during the coronavirus pandemic***
Refunds are available on four week and annual Season Tickets for unused future travel.
However, Nexus is of course affected by the effects of the pandemic, with staff working from home, without access to all systems. This means that we're unable to process refunds in the way that we normally do (including being unable to process or issue cheques).
- fill out the refund request form (Form 1) attached below and post it to Nexus Customer Services, Nexus House, St James Boulevard, Newcastle NE1 4AX, or
- send a photo of your Pop card (or Newcastle University card), showing the card number, with a completed refund request form (Form 2), to [email protected]
Refunds are calculated on the basis of the number of full days which are unused, as shown on our systems, from the date on your refund claim form.
Refunds are by cheque, which can only be made payable to the holder of the online account to which the smartcard is registered.
When Nexus staff are able to return to the office, they will process season ticket refunds, contacting you when necessary.
Newcastle University Student card holders should send a photo of their smartcard to us instead of posting it in.
An administration fee is usually charged for season ticket refunds, but will not be until further notice.
Thank you for your patience and understanding in this unprecedented situation.
Refunds due to delays
If you wait on a platform for more than 15 minutes longer than advertised or the Metro train you are on is delayed by more than 15 minutes, we will refund you the cost of your single journey Metro ticket*. This applies to customers purchasing a Single, DaySaver, Day Rover, Transfare or MetroSaver, and to Network One customers.
*Excluding Gold Card holders, Magpie Mover holders and when we advertise that your journey will take longer e.g. when using the Metro bus replacement 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.
To claim a refund we require a copy of your Pop card or the original Metro ticket (we ask for originals so they can't be transferred to another claimant) together with a brief description of the delayed journey including time, location, and where you were travelling to.
You can send this information via a pre-paid customer response form that can be picked up from any Nexus TravelShop or write to our Customer Relations team at:
Customer Relations, Tyne and Wear Metro, Metro Control Centre, South Gosforth, Newcastle Upon Tyne, NE3 1YT
Pop card holders and Network One ticket holders can scan and email a copy to [email protected].
Claims must be submitted within 28 days of the date of the incident. Please submit a separate form for each claim. We normally issue a refund by cheque but if you would like a cash refund this can be obtained in person at South Gosforth Control Centre. If you have a season ticket, we will refund the value of a single ticket for the Metro journey made. In line with the Consumer Rights Act 2015, if you have paid for your ticket by Credit/Debit card and Metro is at fault for a delay to your journey of more than 15 minutes than advertised, if preferred, we will refund the cost of that single journey back to your Credit/Debit card. For more information please visit How to Make a Complaint or Conditions of Carriage or contact Metro Customer Relations on 0191 203 3199.
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 you can claim a refund. Please apply at any Nexus TravelShop or email [email protected] 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.