Customer's Charter, performance and customer satisfaction

Tyne and Wear Metro aims to provide a high quality and value for money service that reflects the spirit and aspirations of all its customers in Tyne and Wear.

This Customer’s Charter tells you what to expect when travelling on the Metro, what changes are underway to improve your journey and how you can contact Metro with your feedback or concerns.

Metro aims to maintain high standards of reliability.

Market research into our customers’ satisfaction is carried out each year with about 2,000 customers asked how they think we’re doing. This is split into categories including cleanliness, information, safety and comfort, staff availability, station equipment, ticketing and overall satisfaction.

Discover how you can get in touch with us. This covers raising a complaint, providing feedback and claiming a refund.