How to claim a refund

According to Nexus’s website, if a passenger waited on a platform for more than 15 minutes longer than advertised, or the Metro train they were on was delayed by more than 15 minutes, Metro will refund the cost of a single journey ticket.

This applies to customers purchasing a Single, DaySaver, Day Rover, Transfare or MetroSaver, and to Network One customers.

However, this excludes Gold Card holders and when Nexus advertises that a journey will take longer, for example, when using the Metro bus replacement service during planned modernisation work.

To claim a refund, Nexus requires a copy of a passenger’s Pop card or the original Metro ticket.

Originals are asked for so they can’t be transferred to another claimant.

The company also requires a brief description of the delayed journey, including time, location, and where the passenger was travelling to.

Claims must be submitted within 28 days of the date of the incident. A separate form should be submitted for each claim.

You can send the information via a pre-paid customer response form, that can be picked up from any Nexus TravelShop, or write to Nexus’s Customer Relations team at: Customer Relations, Tyne and Wear Metro, Metro Control Centre, South Gosforth, Newcastle NE3 1YT.

Go to www.nexus.org.uk/ metro/guide-metro/ticketrefunds for more information.