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Home , Sunderland station, Tyne and Wear Metro

Conditions of Carriage

September 2015 Explanation of terms

In these Conditions: in qualify for a range of ‘We’ and ‘us’ means and our agents concessionary 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 system in Tyne phrases special meanings as and Wear, operated by DB Regio Tyne & shown below: Wear Ltd, or any person or body granted authority by the Tyne and Wear Passenger Authorised - Permission given by a Transport Executive to act as operator in member of staff, police officer, or by an relation to any part of it. official notice or sign. - Formerly . Trains Child fare tickets - Tickets available run by Train Operating Companies on the to children aged between 5 and 15* national rail network. Stations managed by (inclusive). Under 5s travel free. Children train operating companies or . who live in Tyne and Wear aged between 5 and 15*, are entitled to an Under 16 Pop Nexus - The Tyne and Wear Passenger card. This lets them travel in Tyne and Wear Transport Executive (PTE). at concessionary child fares. Our staff - People employed by us and Further details at nexus.org.uk. working for us or employed by any person *On 31 August before the start of the current or body granted authority by the Tyne and academic year. Proof of age will be required. Wear Passenger Transport Executive to act as operator. Compulsory ticket area - Generally includes all platforms, trains, and access - A higher fare which can be routes to and from platforms (excluding charged in circumstances set out in The station). Additionally, in the Strategic Rail Authority’s (SRA) Penalty case of stations which have gatelines, all of Fares Rules 2002. Information is available the station area within the gates. on the DfT’s website: www.dft.gov.uk. Concessionary fare - A cheaper fare Staff - People employed by contractors available to some customers, usually who work for us, including some cleaning with a permit confirming entitlement staff, conductors, members of the police or to the concession, e.g. children/young emergency services. people aged up to 16, elderly and Zones - The ticket zones set out on Metro disabled people who have an English maps, in literature relating to MetroSaver National Concessionary Travel pass live season tickets and Network Ticketing Ltd. 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 in all of Carriage relating to the Tyne and Wear our dealings with customers. Complaints Metro. These Conditions of Carriage set about our service or suggestions for out your rights and any restrictions of improvement are always welcome. Full those rights. details of how to comment or complain are contained in the Metro Passenger Charter. 1.2 – The Conditions set out your rights If you have a problem with your journey and obligations under the contractual please speak to a member of staff. If a relationship between us. This contractual member of staff is not available, you should relationship begins once you buy a ticket use the nearest station Help Point, from valid for travel on Metro. where assistance is available at all times 1.3 – We also draw your attention to when trains are running. separate legal requirements including the 2.2 – Your comments help us identify following: problems and improve the service we offer. The Byelaws That is why we encourage more people to contact us. You can get in touch by: The Metro Passenger Charter – copies are available from Nexus TravelShops Phone - 0191 203 3199. Customer and from nexus.org.uk/metro Relations are available: 9.00am - 5.00pm Monday to Friday (except Bank The Metro Penalty Fares Scheme - Holidays.) An answerphone service is approved by DfT available outside these times Copies of all three documents listed above Email – [email protected] may be obtained from Customer Relations at South Control Centre. Fax – 0191 203 3319 Customer Relations Letter – Customer Response Forms Tyne and Wear Metro are available from Nexus TravelShops, Control Centre station staff and Customer Relations at: South Gosforth Tyne and Wear Metro Metro Control Centre NE3 1YT South Gosforth Tel: 0191 203 3199 Newcastle upon Tyne NE3 1YT 1.4 – These conditions are valid until further notice but may be amended We aim to respond to 95% of written from time to time. They come into force correspondence within ten working days immediately, and subject to the above will of receipt whether it is a written letter, fax remain in force until they are re-published. or a pre-printed Customer Response form 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 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 - 9.00pm, seven days a week excluding Bank Holidays, excluding Christmas Day and New Years’ Day. Boxing Day opening times are 8.00am - 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 3.4 – We reserve the right to close service. Sometimes we cannot run our entrances to, and exits from, our stations services at their advertised times or and to refuse entry to or require you to frequencies because of circumstances leave our premises, or trains, at any time. beyond our control. We reserve the right, In most cases this will be for reasons of when necessary, to alter timetables, safety, but it may also apply to the conduct re-route or stop trains serving a station of passengers, for which offenders may without giving notice beforehand. We will be liable for prosecution under the Metro only do this for good reason and, if it Byelaws. happens, we will do our best to tell you 3.5 – For your own safety and the safety of why as soon as possible. others, you must follow instructions given 3.2 – If the service is withdrawn due by staff including contractors, the police to a fault or planned engineering and members of the emergency services. work, Metro will provide alternative 3.6 – You must comply with the Metro travel arrangements, depending on the Byelaws. circumstances. These will normally be by way of either replacement buses, 3.7 – In the interests of safety and the taxis, shuttle services, or the acceptance comfort of fellow passengers you must not: of Metro tickets on other commercial Smoke on Metro (including e-cigarettes) services. Advice will be given on which alternative arrangements will be in Carry lit cigarettes, light matches or place through regular public address cigarette lighters on Metro announcements, or by staff on stations Use roller skates, skateboards or and Help Points. In the case of cancellation scooters on trains or platforms of last trains, a replacement train will be provided or, failing that, taxis will be Drink alcohol on Metro provided for stranded passengers. Take banned drugs on Metro 3.3 – You may use any Metro train if you Put your feet on seats have a ticket that is valid for your entire journey. Our services are often heavily Behave in a disorderly manner or use used so we cannot guarantee to carry you, abusive or threatening language or to provide you with a seat.  Play loud music or use mobile phones in a manner that could be annoying for other passengers

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). 3.8 – 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. 3.9 – In the interests of safety, it is important that you allow passengers to leave a train, or lift, before you enter. 3.10 – 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 of the involve interchange between Metro, journey being made. The ticket or validated bus, ferry and National Rail services smartcard must be made available for between Sunderland/Newcastle and the inspection on demand by authorised Metrocentre. They are only available for collectors who will have the authority single journeys wholly within Tyne and to withdraw tickets. You must use it in Wear, with the exception of in accordance with the conditions set out in Northumberland. this booklet and it must be returned to us, 4.5 – Use of tickets. Our tickets can only or destroyed, as soon as you have finished be used by the person for whom they using it. All tickets remain the property of were bought, or to whom they were issued Metro. Failure to pay the correct fare for the (except the Metro Business Pass, where journey being made may make you liable separate conditions apply). Tickets or for payment of a Penalty Fare or excess smartcards cannot be resold or passed fare, or prosecution (see section 5). on for further use. Such tickets will be 4.2 – Ticket types – validity and availability. invalid and offenders may be liable for Our main ticket types and the conditions prosecution. relating to their validity and availability are 4.6 – Duty to show tickets or smartcards. set out in leaflets and notices published by You must have your ticket (and photocard if Nexus and Network Ticketing Ltd. These needed) or smartcard ready for inspection are available at nexus.org.uk/metro and in at any time during your journey and when Nexus TravelShops. alighting from the train onto the 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 or 4.9 – If you are travelling before or after the validate your smartcard due to faults with times that your season ticket allows, you ticket machines or validator points you must buy a ticket before you board should use a station Help Point and explain the train. the situation to Metro staff in the Control If you are travelling beyond the zone limit Room. Your name and the ticket machine of your season ticket you must buy a ticket number will be noted and you can then from the station your zone limit ends at, commence your journey. If you meet a before continuing your journey. 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 tried or smartcard, you may be issued with a to use any ticket to defraud us we may Penalty Fare. You will either have to pay the cancel and not re-issue it. If this happens Penalty Fare on the spot or within 21 days. you will forfeit the right to a refund for the If you fail to pay within 21 days remaining period that it is valid. administration charges will be added to the 5.6 – If we think that the details on your Penalty Fare and you may be prosecuted. ticket, smartcard or photocard have been Conviction would result in a fine. altered, we will withdraw it and will not 5.2 – A smartcard is not valid for travel replace it or give a refund. You may also be unless it has been validated at the liable to prosecution. departure station prior to the journey. 5.7 – If your ticket, smartcard, or photocard To end your journey the smartcard should is damaged to such an extent that it cannot be touched onto the validator at the be read we will withdraw it but may, at destination station. If you do not validate our discretion, replace it. In either case, your smartcard by ‘touching in’, you may you must hand over the ticket and/or be charged a Penalty Fare. photocard if asked to do so. 5.3 – If you have bought a ticket for travel 5.8 – For more information on Penalty on Metro but are found to be overriding Fares on Metro, please contact Customer you can be charged an excess fare, or Relations based at the Metro Control be liable for a Penalty Fare. If you have a Centre, South Gosforth. 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 11 6. Refunds

6.1 – Reimbursements of money lost 6.4 – We do not undertake to compensate in a ticket vending machine due to you for any consequential losses you may mechanical failure or vandalism are made suffer as a result of any service disruption. in accordance with the Metro Passenger We aim to treat all refund claims with Charter. fairness. However, if you are not satisfied with the refund arrangements outlined you 6.2 – If you lose money in a ticket can appeal. We will consider individual machine because it fails to issue a ticket claims on their merits. or give the correct change, or a ticket has been purchased in error and you can Refund claims must be submitted within 28 demonstrate that you did not use it, you days from the incident date. can apply for a refund from Nexus. Visit Please contact Customer Relations with nexus.org.uk and click the Contact Us link, your refund claim: or call 0191 20 20 747. Customer Relations 6.3 – If the train you are waiting for is Tyne and Wear Metro delayed more than 15 minutes longer than Metro Control Centre advertised or the Metro train you are on is South Gosforth delayed by more than 15 minutes, we will Newcastle upon Tyne refund you the cost of your single journey NE3 1YT Metro ticket*. Tel: 0191 203 3199 * Excluding Gold Card holders and when we advertise that your journey will take longer e.g. when using Email: [email protected] the Metro bus replacement service during planned modernisation work. Or use a prepaid Customer Response If you buy a ticket which you do not use Form. Available from Nexus TravelShops, due to train cancellations or service station staff and Customer Relations. disruption you can also claim a refund.

11 7. Access

7.1 – We are committed to making travel 7.6 - For safety reasons pushchairs, easier, especially for people whose mobility wheelchairs and large items of luggage is impaired, and those who travel with should not be taken on escalators. Please small children or pushchairs. The Metro use the lift. system is designed to be accessible for those with impaired mobility. All stations are accessible by level access ramps or lifts. 7.2 – Access to all platforms is either street level access, lifts or by sloping ramps. At several stations, lifts are available for mobility impaired passengers to access and exit the platforms. 7.3 – Access between the platform and the train is with only a minimal gap between the platform edge and the train. 7.4 – All Metrocars have spaces available specifically for standard pushchairs and standard wheelchairs. 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 telephoning Customer Relations on 0191 203 3199. Address: Customer Relations Tyne and Wear Metro Metro Control Centre South Gosforth Newcastle upon Tyne NE3 1YT

12 13 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 with must either be on a lead or carried in a you the following items provided they do suitable container and must not be put not cause an obstruction, and are not put on seats. Please ensure your dog is kept 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 trains or premises, please alert a member Hazardous or inflammable substances of staff. Any item which you are unable to 8.3.2 – If you lose something on a train carry yourself (including up and down or at a Metro station contact Customer stairways and escalators) Relations at the South Gosforth Control We can refuse permission for you to take Centre, telephone 0191 203 3199, where any item on to a Metro. If you are in any lost property is normally held. Please doubt over a particular item, please contact contact us as soon as possible but allow Metro (see 2.2 for details). two working days for the item to be We reserve the right to restrict the carriage delivered to the South Gosforth Control of items when there is a need for increased Centre. If it is possible to identify the owner security. If we think that unattended of the property, Metro will endeavour to property may be a security threat, the contact that person to advise them that it police or security services may destroy it. has been found.

12 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 15 9. Bicycles

9.1 – Bicycles are not allowed on Metro. Folding bicycles, in their fully folded state, are permitted. 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.

14 15