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 Tyne and Wear 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 light rail 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 Network Rail. 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 Sunderland 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 Tyne and Wear Metro 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 Newcastle upon Tyne 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