ConditionsConditions of Carriage 182017 June 2020 Explanation of terms

In these Conditions: Concessionary Travel pass live in Tyne and ‘We’ and ‘us’ means Metro and our Wear qualify for a range of concessionary agents fares under the Concessionary Fares Scheme. Further ‘You’ means any customer holding details at nexus.org.uk. one of our tickets or using our stations and trains or smartcards Contractors - The bus and taxi companies who run services on behalf of Metro (see We have tried to make the wording of also ‘Our staff’ and ‘Staff’). these Conditions as clear as possible, but we have given certain words and Metro - The system in Tyne and phrases special meanings as Wear, operated by Nexus,. shown below: National Rail - Formerly British Rail. Trains Authorised - Permission given by a run by Train Operating Companies on the member of staff, police officer, or by an national rail network. Stations managed by official notice or sign. train operating companies or . Child fare tickets - Tickets available Nexus - The Tyne and Wear Passenger to children aged between 5 and 15* Transport Executive (PTE). (inclusive). Under 5s travel free. Children Our staff - People employed by us and who live in Tyne and Wear aged between working for us or employed by any person 5 and 15*, are entitled to an Under 16 Pop or body granted authority by the Tyne and card. This lets them travel in Tyne and Wear Passenger Transport Executive to act Wear at concessionary child fares. as operator. Further details at nexus.org.uk. Penalty Fare - A higher fare which can be *On 31 August before the start of the current charged in circumstances set out in The academic year. Proof of age will be required. Railways (Penalty Fare) Regulations 2018. Compulsory ticket area - Generally Staff - People employed by contractors includes all platforms, trains, and access who work for us, including some cleaning routes to and from platforms (excluding staff, conductors, members of the police or station). Additionally, in the emergency services. case of stations which have gatelines, all of the station area within the gates. Zones - The ticket zones set out on Metro maps, in literature relating to MetroSaver Concessionary fare - A cheaper fare season tickets and Network Ticketing Ltd. available to some customers, usually with a permit confirming entitlement to the concession, e.g. children/young people aged up to 16, elderly and disabled people who have an English National

2 Contents

1. Introduction...... 4

2. Useful contacts...... 4

3. Services, safety and passenger comfort...... 6

4. Tickets, smartcards and photocards...... 8

5. Suspected fare evasion...... 10

6. Refunds...... 11

7. Access...... 12

8. Luggage, possessions and animals...... 13

9. Bicycles...... 15

3 1. Introduction 2. Useful contacts

1.1 – This booklet contains the Conditions 2.1 – We aim to be fair and responsive of Carriage relating to the Tyne and Wear in all our dealings with customers. Metro. These Conditions of Carriage set Complaints about our service or out your rights and any restrictions of suggestions for improvement are always those rights. welcome. Full details of how to comment or complain are contained in the Metro 1.2 – The Conditions set out your rights Passenger’s Charter. If you have a problem and obligations under the contractual with your journey please speak to a relationship between us. This contractual member of staff. If a member of staff is relationship begins once you buy a ticket not available, you should use the nearest valid for travel on Metro. station Help Point, from where assistance 1.3 – We also draw your attention to is available at all times when trains are separate legal obligations including the running. following: 2.2 – Your comments help us identify The Byelaws problems and improve the service we offer. That is why we encourage more The Metro Passenger’s Charter – copies people to contact us. You can get in touch are available from Nexus TravelShops by: and from nexus.org.uk/metro Phone - 0191 203 3199. Customer The Metro Penalty Fares Scheme Relations are available: 9.00am - The Health Protection (Coronavirus, 5.00pm Monday to Friday (except Bank Wearing of Face Coverings on Public Holidays.) An answerphone service is Transport) (England) Regulations 2020 available outside these times Copies of the first three documents listed Email – [email protected] above may be obtained from Customer Fax – 0191 203 3319 Relations at South Gosforth Control Centre. Letter – Customer Feedback Forms Customer Relations are available from Nexus TravelShops, Tyne and Wear Metro station staff and Customer Relations at: Control Centre Tyne and Wear Metro South Gosforth Metro Control Centre South Gosforth NE3 1YT Newcastle upon Tyne Tel: 0191 203 3199 NE3 1YT 1.4 – These conditions are valid until We aim to respond to 95% of written further notice but may be amended correspondence within ten working days from time to time. They come into force of receipt whether it is a written letter, fax immediately, and subject to the above will or a pre-printed Customer Feedback form remain in force until they are re-published. and emails within five working days.

4 2. Useful contacts

2.3 – Other useful addresses and telephone numbers are:

To report an incident Emergency only Dial 999 (Police, Fire and Ambulance)

Police (non emergency) 101

At a Metro station Use the Metro Help Point Speak to a member of staff To report an incident ring or text 0191 203 3666

On a Metro train To report an incident ring or text 0191 203 3666

Metro Customer Relations Open 9.00am - 5.00pm Monday to Friday 0191 203 3199 (except Bank Holidays)

Metro Lost Property 0191 203 3199

Traveline Public transport information 0871 200 22 33 Calls from landlines cost 12p per minute (open 7.00am - 10.00pm, seven days a week excluding Christmas Day, Boxing Day and New Years’ Day. opening times are 9.00am - 5.00pm)

Access Assistance 0191 203 3666

Nexus Customer Services 0191 20 20 747

5 3. Services, safety and passenger comfort

3.1 – We aim to provide a safe and reliable and to refuse entry to or require you to service. Sometimes we cannot run our leave our premises, or trains, at any time. services at their advertised times or In most cases this will be for reasons of frequencies because of circumstances safety, but it may also apply to the conduct beyond our control. We reserve the right, of passengers, for which offenders may be when necessary, to alter timetables, liable for prosecution. re-route or stop trains serving a station 3.6 – For your own safety and the safety of without giving notice beforehand. We will others, you must follow instructions given only do this for good reason and, if it by staff including contractors, the police happens, we will do our best to tell you and members of the emergency services. why as soon as possible. 3.7 – When on Metro premises you must 3.2 – If the service is withdrawn due to act in accordance with the Metro Byelaws. a fault or planned engineering work, Any person who we have reasonable Metro will provide alternative travel grounds to believe is likely to act in a arrangements, depending on the riotous, disorderly or offensive manner circumstances. These will normally be may be refused access to, or may be by way of either replacement buses, requested to leave Metro premises or taxis, shuttle services, or the acceptance trains. of Metro tickets on other commercial services. Advice will be given on which 3.8 – In the interests of safety and the alternative arrangements will be in comfort of fellow passengers you must not: place through regular public address Smoke on Metro (including electronic- announcements, or by staff on stations cigarettes) and Help Points. In the case of cancellation of last trains, a replacement train will Carry lit cigarettes, light matches or be provided or, failing that, taxis will be cigarette lighters on Metro provided for stranded passengers. Use roller skates, skateboards or 3.3 – You may use any Metro train if you scooters on trains or platforms have a ticket that is valid for your entire Drink alcohol on Metro journey. Our services are often heavily used so we cannot guarantee to carry you, Take banned drugs on Metro or to provide you with a seat. Put your feet on seats 3.4 -You must wear a face covering Behave in a disorderly manner or use when in the Compulsory Ticket Area and abusive or threatening language while travelling on Metro trains unless an exemption applies to you.  Play loud music or use mobile phones in a manner that could be annoying for 3.5 – We reserve the right to close other passengers entrances to, and exits from, our stations

6 Bring any non-folding bicycle onto a Metro train Take photographs in Metro premises unless prior authorisation is given Attempt to board or alight the train after the door warning tones have sounded These are offences that may result in us refusing entry to passengers or in prosecution (see section 3.4). 3.9 – In cases of emergency, exit from the trains will be through doors. If they cannot be opened by the driver automatically, any person will be able to open the doors by means of the emergency door handles situated at each doorway. The doors will not open until the train has stopped. Misuse of the emergency door handles is an offence under the Metro Byelaws and may result in prosecution. 3.10 – In the interests of safety, it is important that you allow passengers to leave a train, or lift, before you enter. 3.11 – Begging and unauthorised busking is not permitted on Metro. Metro does approve certain busking opportunities at selected stations. Any person wishing to busk on Metro must book performances and register in person at the South Gosforth Control Centre Reception. All authorised buskers must comply with the rules and regulations laid out in the “Instructions for Buskers” information which is made available when registering.

7 4. Tickets, smartcards and photocards

4.1 – Duty to have a ticket or validated 4.4 – tickets. Transfares are smartcard. You must have a ticket or through-tickets for journeys which smartcard that is valid for the whole involve interchange between Metro, of the journey being made. The ticket bus, ferry and National Rail services or validated smartcard must be made between Sunderland/Newcastle and the available for inspection on demand by Metrocentre. They are only available for authorised collectors who will have the single journeys wholly within Tyne and authority to withdraw tickets. You must Wear, with the exception of Ponteland in use it in accordance with the conditions Northumberland. set out in this booklet and it must be 4.5 – Use of tickets. Our tickets can only returned to us, or destroyed, as soon be used by the person for whom they as you have finished using it. All tickets were bought, or to whom they were issued remain the property of Metro. Failure to (except the Metro Business Pass, where pay the correct fare for the journey being separate conditions apply). Tickets or made may make you liable for payment smartcards cannot be resold or passed of a Penalty Fare or excess fare, or on for further use. Such tickets will be prosecution (see section 5). invalid and offenders may be liable for 4.2 – Ticket types – validity and prosecution. availability. Our main ticket types and 4.6 – Duty to show tickets or smartcards. the conditions relating to their validity You must have your ticket (and photocard and availability are set out in leaflets and if needed) or smartcard ready for notices published by Nexus and Network inspection at any time during your journey Ticketing Ltd. These are available at nexus. and when alighting from the train onto the org.uk/metro and in Nexus TravelShops. platform. 4.3 – When you buy a ticket, you must You must retain your ticket or smartcard check before completing the transaction for inspection until you have left the Metro that it is the one you want for the station at your destination and you must journey(s) you intend to make. Single hand it over for examination by a member journey tickets are valid for 90 minutes of staff or a police officer if you are asked for one continuous journey from the time to do so. shown on the ticket. In respect of Transfare tickets, you must start the second part of your journey within 90 minutes of buying your ticket. If you have a smartcard, you must ‘touch in’ and ‘touch out’ on every journey to validate your smartcard.

8 4.7 – If you are unable to buy a ticket 4.9 – If you are travelling before or after or validate your smartcard due to faults the times that your season ticket allows, with ticket machines or validator points you must buy a ticket before you board you should use a station Help Point and the train. explain the situation to Metro staff in the If you are travelling beyond the zone limit Control Room. Your name and the ticket of your season ticket you must buy a ticket machine number will be noted and you from the station your zone limit ends at, can then commence your journey. If you before continuing your journey. meet a member of our revenue staff please explain the circumstances. 4.10 – Compulsory ticket areas on Metro are the trains, station platforms and areas The details can be verified with the Control within station gatelines (where gates are Centre and you will be issued a ticket by fitted) as stated in the Explanation of Terms our staff member. If you do not meet a at the start of this document. member of our revenue staff you should pay for your journey at the station at which 4.11 – Ticket refunds are given on four you alight. week or annual MetroSavers for unused future travel. Refunds will be given on 4.8 – Photocard. If a ticket is being the number of full travel days which are used which contains a photocard, the unused from the day after it is received photograph on your photocard must match by Nexus. An admin fee will apply. your appearance, and the photocard Replacement tickets are non-refundable. number must match the one on your ticket. If they do not match, your ticket is invalid 4.12 – If you lose your season ticket and may be withdrawn by an authorised or smartcard contact Nexus Customer member of staff. The photocard may also Services on 0191 20 20 747. be withdrawn. If you are using a CAT - Child All-day Ticket or Concessionary single you must be in possession of a valid Nexus Under 16 Pop card. If your appearance has changed significantly since it was first issued you must replace it by either visiting a Nexus TravelShop, downloading a form via nexus.org.uk or calling Nexus Customer Services on 0191 20 20 747.

9 5. Suspected fare evasion

5.1 – You must have a valid ticket or 5.4 – We reserve the right to withdraw any validated smartcard for your journey ticket or smartcard at any time, although before entering the prepaid area of the we will not do so without good reason. station. If you don’t have a valid ticket 5.5 – If we think that you have used or or smartcard, you may be issued with a tried to use any ticket to defraud us we Penalty Fare. You will either have to pay may cancel and not re-issue it. If this the Penalty Fare on the spot or within 21 happens you will forfeit the right to a days (beginning with the day following the refund for the remaining period that it is day on which the Penalty Fare is charged). valid. If you fail to pay within 21 days (beginning 5.6 – If we think that the details on your with the day following the day on which ticket, smartcard or photocard have been the Penalty Fare is charged) administration altered, we will withdraw it and will not charges will be added to the Penalty Fare replace it or give a refund. You may also and you may be prosecuted. Conviction be liable to prosecution. would result in a fine. 5.7 – If your ticket, smartcard, or 5.2 – A smartcard is not valid for travel photocard is damaged to such an extent unless it has been validated at the that it cannot be read we will withdraw it departure station prior to the journey. but may, at our discretion, replace it. In To end your journey the smartcard should either case, you must hand over the ticket be touched onto the validator at the and/or photocard if asked to do so. destination station. If you do not validate your smartcard by ‘touching in’, you may 5.8 – For more information on Penalty be charged a Penalty Fare. Fares on Metro, please contact Customer Relations based at the Metro Control 5.3 – If you have bought a ticket for travel Centre, South Gosforth. on Metro but are found to be overriding you can be charged an excess fare, or be liable for a Penalty Fare. If you have a season ticket and you are out of zone the excess fare is the fare between the station at which your ticket ceased to be valid and your destination station. If you have a single ticket and are overriding the excess fare is the difference between what you actually paid for your ticket and what you should have paid for your full intended journey.

10 6. Refunds

6.1 – Reimbursements of money lost person at South Gosforth Control Centre. in a ticket vending machine due to If a customer has a season ticket, we will mechanical failure or vandalism are made refund the value of a single ticket for the in accordance with the Metro Passenger’s Metro journey made. Charter. In line with the Consumer Rights Act 6.2 – If you lose money in a ticket machine 2015, if you have paid for your ticket by because it fails to issue a ticket or give Credit/Debit card and Metro is at fault the correct change, or a ticket has for a delayed journey of more than 15 been purchased in error and you can minutes than adverstised, if preferred, we demonstrate that you did not use it, you will refund the cost of that single journey can apply for a refund from Nexus. Visit back to your Credit/Debit card. For more nexus.org.uk and click the Contact Us link, information please visit nexus.org.uk/ or call 0191 20 20 747. metro/howtomakeacomplaint or nexus. org.uk/metro/guide-metro/conditions- 6.3 – If the train you are waiting for is carriage-and-byelaws or contact Metro delayed more than 15 minutes longer than Customer Relations. The above does not advertised or the Metro train you are on is affect your statutory rights including any delayed by more than 15 minutes, we will rights you may have under the Consumer refund you the cost of your single journey Rights Act 2015 Metro ticket*. * Excluding Gold Card holders and when we advertise Please contact Customer Relations with that your journey will take longer e.g. when using your refund claim: the Metro bus replacement service during planned modernisation work. Customer Relations Tyne and Wear Metro If you buy a ticket which you do not Metro Control Centre use due to train cancellations or service South Gosforth disruption you can also claim a refund. Newcastle upon Tyne NE3 1YT 6.4 – We aim to treat all refund claims with fairness. However, if you are not satisfied Tel: 0191 203 3199 with the refund arrangements outlined you Email: [email protected] can appeal. We will consider individual claims on their merits. Or use a prepaid Customer Feedback Form. Available from Nexus TravelShops, Refund claims must be submitted within station staff and Customer Relations. 28 days from the incident date to the Metro Customer Relations team. A copy of your pass or origional Metro ticket must be included We normally issue a refund via cheque but if a customer would like a cash refund this can be obtained in

11 7. Access

7.1 – We are committed to making travel Write to: Customer Relations easier, especially for people whose Tyne and Wear Metro mobility is impaired, and those who travel Metro Control Centre with small children or pushchairs. The South Gosforth Metro system is designed to be accessible Newcastle upon Tyne for those with impaired mobility. All NE3 1YT stations are accessible by level access 7.6 - For safety reasons pushchairs, ramps or lifts. wheelchairs and large items of luggage 7.2 – Access to all platforms is either street should not be taken on escalators. Please level access, lifts or by sloping ramps. use the lift. At several stations, lifts are available for mobility impaired passengers to access and exit the platforms. 7.3 – Access from station platforms to trains is minimal. The gap between the platform and the train can vary between station. For more details of station access visit nexus.org.uk or call Customer Relations. 7.4 – All Metrocars have spaces available specifically for standard pushchairs and standard wheelchairs (up to a maximum width of 700mm and length of 1200mm). Mobility scooters are not permitted on Metro. 7.5 – Large models of motorised wheelchairs are now on the market and some are not suitable for use on Metro. If you plan to take a motorised wheelchair on Metro regularly you can check its suitability by contacting Customer Relations. Phone: 0191 203 3199. Email: [email protected]

12 8. Luggage, possessions and animals

8.1 – Luggage and Possessions. For safety Please keep your possessions with you at reasons, and for the comfort of customers, all times. we have to restrict the amount and type of 8.2 – Animals luggage and possessions that you can take with you on Metro. 8.2.1 – Dogs travel for free on Metro. Any such animal carried on Metro You may, at the discretion of staff, take must either be on a lead or carried in a with you the following items provided they suitable container and must not be put do not cause an obstruction, and are not on seats. Please ensure your dog is kept put on seats: under control at all times. We can refuse Personal luggage permission for you to take an animal on our trains if this condition is not met or if Pushchairs and buggies the animal is likely to cause discomfort to Prams other passengers. For health and safety reasons, it’s advisable not to take your dog Folded bicycles (please refer to 9.1) onto the escalator. Please use the lift or Any other item provided that it is not stairs instead. dangerous or likely to injure anyone 8.2.2 – Staff are not allowed to take charge You may not take: of any animal. Unfolded bicycles (please refer to 9.1) 8.3 – Lost Property Any item that is more than 2 metres long 8.3.1 – If you find any lost property on our Hazardous or inflammable substances trains or premises, please alert a member of staff. Any item which you are unable to carry yourself (including up and down 8.3.2 – If you lose something on a train stairways and escalators) or at a Metro station contact Customer Relations at the South Gosforth Control We can refuse permission for you to Centre, telephone 0191 203 3199, where take any item on to a Metro. If you are in lost property is normally held. Please any doubt over a particular item, please contact us as soon as possible but allow contact Metro (see 2.2 for details). two working days for the item to be We reserve the right to restrict the delivered to the South Gosforth Control carriage of items when there is a need Centre. If it is possible to identify the owner for increased security. If we think that of the property, Metro will endeavour to unattended property may be a security contact that person to advise them that it threat, the police or security services may has been found. destroy it.

13 8.3.3 – Lost Property may be reclaimed from the Control Centre Reception at South Gosforth, 0191 203 3199. We reserve the right to charge a collection fee based on a sliding scale in accordance with Association of Train Operating Companies (ATOC) “Good Practice Guide – A Commitment to Excellence in Customer Service.” Please contact Customer Relations for a description of the fees. The opening hours are Monday – Friday 9.00am – 5.00pm (except Bank Holidays). 8.3.4 – If any item of lost property is not claimed within 28 days from when we received it, the item will be disposed of as we think fit. Please note that perishable items will be disposed of immediately.

14 9. Bicycles

9.1 – Folding bicycles, in their fully folded state, are permitted anywhere on Metro. Non folding bicycles are allowed onto stations and trains between Callerton Parkway-Jesmond, Manors-Jesmond (via Whitley Bay) and Stadium- South Shields/South Hylton during the following times: - Monday to Friday 10.00am-3.00pm - Monday to Friday 7.00pm until end of service - All day at weekends Only one bicycle is permitted on each Metrocar at any one time. Bicycle parking is available at most Metro stations. Some stations have cycle lockers (fee applies), Sheffield stands or Streetpod bicycle parking. To apply for a cycle locker call Nexus Customer Services on 0191 20 20 747. You may leave your bicycle at a rack, providing that it is not left in a position that causes an obstruction or hindrance to other people using the Metro. For details on bicycle parking visit nexus.org.uk/metro, call Customer Relations on 0191 203 3199 or call into Reception at South Gosforth Control Centre.. 9.2 – Bicycles are left entirely at the risk of the owners. Nexus accepts no liability for loss or damage to bicycles left at Metro stations.

15 Northumberland West Airport Bank Foot Fawdon Regent Centre Longbenton Benton Park Monkseaton

Four Lane Ends Palmersville Shiremoor Monkseaton Callerton Kingston Wansbeck South Gosforth Parkway Park Road Whitley Bay Ilford Road

West Jesmond Cullercoats Jesmond

Haymarket Chillingham Meadow Tynemouth Newcastle City Centre Monument Road Wallsend Howdon Well St James Manors Byker Walkergate Hadrian Road Percy Main North Shields Central Station

Gateshead Felling Jarrow Simonside Chichester

Hebburn Bede Tyne Dock South Heworth Gateshead Shields Stadium Brockley Whins Main Bus Interchange Fellgate East Boldon Rail Interchange Seaburn Ferry (only A+B+C tickets valid) Airport St Peter’s Park and Ride Sunderland City Centre Sunderland nexus.org.uk/metro Pallion University

0191 20 20 747 South Hylton Millfield Park Lane