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Customer Charter

1. Introduction

This is West Midlands Metro’s Passenger’s Charter. It sets out our commitment to deliver the safe, reliable, high-quality service you have the right to expect. We will achieve this by:

  • Providing a safe and dependable service
  • Exceeding customer expectations
  • Making travel more accessible
  • Continuously improving
  • Being a good neighbour and employee

2. Customer Services

2.1 Our Standards

We are committed to attempting to achieve the highest possible standards and to realise this aim we rely on well-motivated and fully trained people. All our staff receive on-going training in customer care and related areas.

2.2 Getting in touch

We aim to be fair and responsive in all our dealings with customers. Comments about our service or suggestions for improvement are always welcome. If you have a problem with your journey, and it cannot be resolved on the spot, you can contact us via a local rate telephone number, letter, email, Twitter and Facebook. Contact details are listed below.

Email: customerservices@westmidlandsmetro.com

Telephone: 0345 835 8181

Address:
West Midlands Metro Customer Services
16 Summer Lane
Birmingham
B19 3SD

2.3 Customer Panel

In partnership with Transport for West Midlands (TfWM), West Midlands Metro has created a Passenger Panel compromising a number of our regular customers to have a say on “how we operate”.

This is part of the ongoing support for the Transforming Tram Travel agreement with TfWM which allows our passengers to give their views on what works well and what does not.

The aim of the panel is to discuss major concerns, suggest improvements that could be made and gather feedback on new products and services. It also helps us with branching out to communicate to a wider audience within the local community.

If you would like to help shape the future of your Metro, you can apply to join our passenger panel by contacting our Customer Service Manager on customerservices@westmidlandsmetro.com.

3. Keeping you informed

3.1 Planning your journey

When ringing our customer service centre number you will be given impartial information on journey planning and ticket prices. (Please note that calls to West Midlands Metro may be monitored.)

Information on West Midlands Metro timetables and real-time Metro service information is also available through this website.

3.2 Buying your ticket

We want our ticketing range to be simple to understand and easy to purchase. Tickets for West Midlands Metro journeys can be purchased either on board our trams, at travel centres, or online via this website.

3.3 Information Leaflet

A free timetable leaflet will be made available to customers showing frequency and ticketing details.

3.4 Service Alterations Information

Essential engineering work may mean alterations to services. We will try to give at least 14 days’ notice of any planned alterations to our services and as much notice as possible for any emergency engineering work.

4. Our Staff

4.1 Staff standards

We are committed to providing excellent customer service. Our staff are our most important asset and have the opportunity to make a positive difference to your journey.

At all times, we expect our staff to be smartly dressed and to respond to customers in an efficient, considerate and courteous manner. We expect them to carry out their duties in a professional manner and to make every reasonable effort to deal effectively with customer issues on the spot.

All our people involved in running West Midlands Metro will do their best to ensure that the service meets and, we hope, surpasses expectations and this Charter’s goals.

4.2 Putting things right

We do realise that things do occasionally go wrong. When they do we will do our best to put things right. If you do feel the need to complain we have a formal complaints handling policy which can be found by clicking here. While it is appropriate that we outline the specific points above, most importantly we are committed to always treating all our customers with care and respect.