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Customer Services

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.

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We value our staff so if you feel a member of our team has given outstanding service, let us know! 

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Frequently Asked Questions

Using The Tram FAQs

How frequently do the trams operate?

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.

How do I know the Metro is running well?

We provide real-time service information on this website and on our Twitter page.

Tram Tickets FAQs

How do I purchase a ticket?

Single, return and day tickets can be purchased from the Conductor on the tram. You can pay by cash, contactless or Swift pay as you go.

What type of tickets do you sell?

Check out our Tickets & Fares page to find out more.

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?

Not yet… but we are working on it! Watch this space for news on new ticketing options coming very soon.

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.

Can I get a refund on my Season Ticket?

If you no longer need your Season Ticket, Please see refund policy here.

Penalty Fares FAQs

What is a penalty fare?

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
Potters Lane
Wednesbury
WS10 0AR

Or email: penaltyappeals@westmidlandsmetro.com

Full details of our Penalty Fare scheme can be found on our Penalty Fares page.

How can I pay the penalty fare?

Call Customer services on 0345 835 8181 and quote the PFN reference number.

You can also pay the penalty fare on board with the conductor.

Contacting us FAQs

How can I make a comment, complaint or suggestion?

We always welcome your comments, compliments and suggestions about our services. And we will also try to resolve any complaints you may have should things get that far.

Online
the best way to contact us is via our websites contact form.

By phone Call our Customer Relations team on 0345 835 8181

By post
For complaints please see complaints policy here.

How do I request information about me?

Under the terms of the Data Protection Act (DPA) 1998, you can ask for access to information we hold about you. This is called a Subject Access Request, or SAR.

You can make a request by emailing us. We charge an administration free for processing all such requests.

Lost Property FAQs

What do I if I've lost something on board the metro?

If you leave something on the Metro please contact Customer Services on 0121 502 2006 (Monday-Friday 09:00-15:00) or email customerservices@westmidlandsmetro.com.

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.

Click here for our policy.

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Complaints Policy
Metro Passenger Panel
Customer Charter