We want you to have the best experience possible when you’re travelling with us.
We’ve already achieved high customer service rankings within the UK’s light rail sector but we’re always striving to be better.
Our customer service team is on hand to help you if you have any problems or if you want to find out further information. You can contact them by telephone or email (or, of course, a good old fashioned letter) and we’re continuously expanding our social media outputs. Please see our opening times here.
If something does go wrong, we’re here to help and we also have a robust complaints handling process in place should you need to use it. This is described by clicking here.
We’ve set out below some frequently asked questions which you may find of use, but if you can’t find the answer you’re looking for, do please get in touch.
We value our staff so if you feel a member of our team has given outstanding service, let us know!
Trams run every from 6-8 minutes during Monday to Saturday daytimes and every 15 minutes early mornings, during the evenings and on Sundays.
How do I know when a tram is due to arrive?
Every stop has real-time passenger information displays that show when the next tram is due. You can also use our journey planner to get specific departure times and when you will arrive at your destination.
I’m a wheelchair user - will I be able to travel on the tram?
Yes, the Metro is 100% low floor with two dedicated wheelchair spaces on each vehicle.
Can I travel with a buggy or pram?
Yes, with 100% low floor accessibility there is plenty of room for buggies and prams onboard.
Can I travel with a bike on board?
No, we do not have room for bikes on the Metro. There are cycle parking facilities at most Metro stops.
Can I travel with a mobility scooter on the tram?
Yes, with 100% low floor accessibility is it easy to use the Metro with a mobility scooter. However you must obtain a permit before travelling, click here for more details.
At what age does a child have to pay the adult fare?
As soon as you turn 16, you must buy an adult ticket.
Child fares are available for those aged between 5 and 15 years old. Anyone travelling on a child fare may be asked for proof of age by our inspectors.
Do you have an app to purchase tickets with?
Yes! Our app MyMetro is available to download for iOS and Android.
Season Tickets FAQs
Can I save money with a Season Ticket?
Season Tickets can offer great discounts for those who travel more than, say, three or four days a week. And generally the longer the Season Ticket the bigger the savings. Check out our Tickets & Fares page to find out more.
Can I purchase season tickets?
We have a range a season tickets for regular travellers including weekly, 4 weekly and monthly direct debit options. These can be purchased online with a Swift card or at Travel Centres.
What happens if I forgot my season card?
Your Season Card must be carried on each journey. If you forget your Season card, you will be liable to buy a new ticket.
Can I replace my season card if it is damaged?
If your ticket is faded or damaged, or doesn’t work, you can return it to any of our ticket offices where we will replace it free of charge.
What happens if I lose my Season Ticket? Do I have to buy another?
If you bought your ticket online, please call us on 0345 835 8181 and we’ll be happy to replace it for you. There may be a charge and you will need to buy a ticket for those days you are without your Season Ticket.
If you bought your ticket at a station, please return to the station where a member of staff will be happy to replace it for you. There may be a charge for this.
Note that if you have lost your ticket more than once, we may not be able to replace it for you.
An on-the-spot fare issued to anyone who does not have a valid ticket for their journey, when they have had the opportunity to purchase one. The penalty fare is currently £10. Full details of our Penalty Fare scheme can be found on our Penalty Fares page.
If I am caught without a ticket do I have to pay immediately?
No. If you do not wish to pay immediately your name and address will be taken and a penalty fare notice will be given to you.
What if I don’t pay the penalty fare within the time allowed?
If the penalty fare is not paid in full within 21 days, you may become liable to legal proceedings which can result in a fine or a court summons.
Can I appeal against the penalty fare?
Yes, all appeals must be received within 14 days, commencing on the day following the issue of the PFN.
All appeals must be in writing or by e-mail, and the PFN reference number must be quoted in all correspondence. Appeals must be sent to:
Penalty Fare Appeals
The Metro Centre
All lost property is taken to our depot on Potters Lane in Wednesbury where ID may be required to claim your item back. Items are stored for 28 days (except perishable goods which is 24 hours) and if they remain unclaimed either donated to a local charity or if they are of value, handed to the Police.
What should I do if the My Metro app is not working?
Ensure that any outstanding updates are installed. You can also try deleting then reinstalling the My Metro app itself. If this does not resolve the problem, then contact our Customer Services team by completing this form https://westmidlandsmetro.com/contact/
What should I do if I have purchased the wrong ticket?
If you have purchased an incorrect or duplicate ticket via the My Metro app, contact our Customer Service team by completing this form https://westmidlandsmetro.com/contact/
Please ensure that you provide the ticket reference number, your full name, and the email address used on the account.
How do I enquire about working for West Midlands Metro?
For details about our current vacancies click here. https://westmidlandsmetro.com/about/mml-careers/
Alternatively, please send your CV and covering letter to firstname.lastname@example.org
What are you doing in response to Covid-19?
The safety and well-being of our customers and team members remains our number one priority during the ongoing Covid-19 emergency.
To find out more about the measures that we have put in place and what you can do to help prevent the spread of the virus, please click here https://westmidlandsmetro.com/coronavirus/