Tyne and Wear Metro is for everyone, and measures are in place to help your journey be as smooth as possible, helping you get around the system with any support you may need.

All Metro stations are accessible by level access, ramps or lifts and have Help Points where you can speak to a member of the Customer Service team, for more details view the Metro Access Guide. Visit the Metro station pages to view station facilities, car parking information, accessibility information and train times.

To view the latest Metro service update, or details of planned service or timetable changes please view our updates section.

Travel Assist

If you require assistance or a wheelchair ramp when travelling on Metro, you can book help up to four hours before you travel. We can meet you at the station where you start your journey, at the station where you finish, or both.  Our team member will meet you at the Help Point located on the station concourse or ticket area (alternative meeting points can be arranged at the time when assistance is booked).   You can book help for any Metro station, as long as trains are running.

When you book, tell us what time you will be at the station and a Customer Service team member will meet you and help you get on and off the train.

To book help, call 0191 203 3666.  Text Relay: 18001 0191 203 3666. Calls are charged at the local rate. Or email assistance@nexus.org.uk  at least four hours before travelling.

If you would like to tell us about your experience of using Travel Assist or need to make a complaint, here are our contact details.

National Rail Passenger Assist information can be viewed here.

Sliding step

All Metro trains have sliding steps which remove the gap between the train and the platform, plus four dedicated wheelchair bays on each train. Look for the door with the wheelchair symbol on it when you’re getting on.

All our trains have priority seating, these are lighter in colour and are noted by signs above them on the train window.  The signs are visible from the platform and from inside the train.

An accessibility tour carried out by Destination North East shows assisted and accessible travel in action:

To view more key features of Metro trains click here.

Autism Friendly 

Tyne and Wear Metro was recognised with the Autism Friendly Award from the National Autistic Society for supporting customers with autism. View our autism friendly guide to travelling on Metro here.

Mobility scooters

Powered mobility scooters cannot be used anywhere on Metro stations or platforms.

This is because of their design, difficulty in manoeuvring and unsuitability for use within Metro trains and some stations. This has been introduced for the safety of all Metro customers, following incidents at stations where scooter users have been injured and other customers placed at risk.

Bridge Card 

The Bridge Card scheme is a way of indicating to transport staff that the you may need additional support when you use public transport.

If you have difficulty using public transport because of age, disability, illness, or you simply lack confidence, you can carry a Bridge Card. When you show the card to transport staff they will recognise that you may need extra help during your journey. You don’t have to register for the scheme. You just have to carry a card and show it to transport staff if you need help. Find out more about the Bridge Card.

Metro Gold Card 

The Metro Gold card gives you unlimited travel on Metro, The Shields Ferry and Northern services between Newcastle and Sunderland from 9.30am Monday-Friday, all day at weekends, on public holidays and throughout July and August.  Find out more about the Metro Gold card.

For more information or to request a printed or electronic copy of one of the documents listed at the base of this page contact Customer Relations by telephoning 0191 202 0747 or by emailing customerrelations@nexus.org.uk