At times of service disruption, it can be frustrating if you’re delayed and that service information is essential for you to plan your journey.
Metro can experience two types of service disruption, planned and unplanned. Planned service disruptions are changes that are scheduled in advance, they include station closures and closures of sections of line for improvement works.
Unplanned service disruption is caused by unexpected incidents. This could be anything from severe weather, train faults, acts of vandalism, objects on the line, disorderly behaviour to an unwell customer and trains being stopped to allow for the attendance of the emergency services.
Communicating information about delays to train services is important and it’s something Nexus, the public body that manages Tyne and Wear Metro, continually work to improve.
There are rail industry Approved Codes of Practice which set guidance for providing information to customers during times of service disruption and Nexus use these as a framework for delivering timely, correct and consistent information to customers.
Nexus’s document Our customer information standards, shows how service information is communicated during times of unplanned and planned service changes.
