System-wide major disruption - an apology

The Metro control room
30 January 2020

We’d like to say sorry to passengers after Metro services were suspended for just over an hour this morning.

We are still investigating the full cause of this – but during urgent maintenance at our South Gosforth Control Centre the data feed from Metro’s train management software to the control room monitors and displays went down.

As our control room employees could not see the position of trains we halted all services for safety reasons, while the fault with monitors was identified and systems checked and then brought back into use.

The train management system itself (RTMS) did not fail and continued to operate safely.

The checks took just over an hour, during which we brought in ticket acceptance on local buses and communicated with passengers through social media and the web, and direct messages to employment sites, schools and other local services.

We know this disruption will have caused a great deal of inconvenience to passengers travelling or planning to make journeys at the time.  We’re really sorry for this.

If you journey was held up by more than 15 minutes you are entitled to claim a refund. Email: [email protected]

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