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Metro Frequently Asked Questions

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If you are looking for more information about the West Midlands Metro network and service, check out our frequently asked questions below.

Using the Tram

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

Yes, all West Midlands Metro trams have low floors and two dedicated wheelchair spaces on each vehicle.

Trams run every from 10-12 minutes during Monday to Saturday daytimes and every 15 minutes during the evenings and on Sundays. View the timetable for more information.

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.

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.

Yes, with 100% low floor accessibility there is plenty of room for buggies and prams onboard.

We do not have room on board for passengers to be able to travel with their bikes. However, we do have cycle parking facilities at most tram stops.

Tram Tickets

View our full range of tickets, or search for a specific fare to find out more.

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. Tickets can also be purchased on the MyMetro App which can be downloaded from Apple and Google Play store.

View our full range of tickets, or search for a specific fare to find out more.

Yes! Our MyMetro App is available to download from Apple and Google Play store.

Passengers aged 16 and over must buy an adult ticket, unless they hold a valid 16-18 photocard.

Season / Swift Tickets

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 page to find out more.

We have a range a season tickets for regular travellers including weekly, 4 weekly and monthly direct debit options. These can be purchased on the My Metro App available from Google Play or the App store, with a Swift card or at Travel Centres.

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.

Please return to the place where your ticket was issued or contact the issuing body, to arrange a replacement. Please note, there may be a charge for this service.

Season tickets must be carried on each journey. If you forget your Season ticket, you will need to purchase a ticket for the journeys that you plan to make.

If your ticket is faded or damaged, or doesn’t work, you can return it to any Travel West Midlands National Express Information Centre where it will be replaced free of charge.

If you no longer need your Season Ticket, please see our Legal page.

MyMetro App

You can permanently delete your MyMetro account by heading to the Settings tab on your MyMetro app, and selecting Delete in the Account section. Alternatively, you can contact customerservices@westmidlandsmetro.com and a member of the team will provide confirmation of your account being deleted.

You are only able to view your ticket on 1 device at a time. However, if you change your phone your information will be transferred to the new device.

If you are still having issues, then contact our Customer Services team by emailing customerservices@westmidlandsmetro.com

You cannot share your ticket with anyone. Tickets found to be shared will be cancelled and travellers may be charged a penalty fare. It is up to you to ensure ticket purchased is valid for everyone traveling.

If you have purchased an incorrect or duplicate ticket via the My Metro App, contact our Customer Service team by emailing customerservices@westmidlandsmetro.com

Please ensure that you provide the ticket reference number, your full name, and the email address used on the account.

Ensure that any outstanding updates are installed. You can also try deleting then reinstalling the My Metro app. If this does not resolve the problem, then contact our Customer Services team by emailing customerservices@westmidlandsmetro.com

Yes. All ticket types will prompt you to select the date of travel from a date picker on the purchase screen. That can be on the day, or months in advance, with the tickets automatically activating at the start of service (approximately 04:00) on the day selected. Please ensure you carefully select the date of travel/start date of the season ticket when purchasing!

Your tickets will activate at midnight on the day of travel, with the validity running through to the end of the service day at the end of the validity period (approximately 01:00). For example, activating a 7-day ticket on Monday will allow you to travel on this pass until approximately 01:00 on the following Monday morning.

If you buy our Flex & Save product you will need to activate each of the day tickets as you use them, before boarding the tram. Each day’s travel is activated from the ticket wallet, you will need to select the flex and save product and push the redeem day ticket button. This will then generate the ticket for that day’s travel, which will appear separately in the ticket wallet.

Download the app again onto your new device and log in, your account will be transferred to the new device.

The MyMetro App is a convenient way to buy your tram tickets for West Midlands Metro services. It will allow you to purchase tickets before you get on the tram, saving you hassle and, if you’re buying one of our great value season tickets, money.

If you cannot see your ticket in the My Metro App, please make sure you are logged in to your account. It will show if you are logged in or not at the bottom of the screen under the settings tab.

You will need internet access to use the My Metro App.

All tickets purchased on My Metro App can be used on all West Midlands Metro trams. Please note that NX+metro and nBus+metro tickets are also available to purchase allowing travel on buses as well as trams. Make sure your tickets are valid for your journey across all the modes of transport you’re planning to use.

Head to the purchase tab and select whether you need a Metro only or bus+Metro ticket. If you know the zones you need to travel in you can select them right away and choose your ticket, paying by debit or credit card, Paypal or Apple pay/Google pay.

If you’re not sure of the zones you’re travelling in you can select the stops you are traveling between at the top of the page, which will then show you the correct combination – you can then select the ticket type you need, then pay using a debit or credit card, Paypal or Google pay/Apple pay.

The My Metro app allows you to buy a selection of Metro only and bus+Metro tickets, for both adult and child travellers. These range from day tickets to weekly and monthly season tickets, with our 3-day, 4-day and flex & save tickets exclusively available on the app.

It is quick and easy to create an account in the app. When prompted to log in, if it is your first time, you will need to register your details and follow the steps to create an account.

Please note your account password requires a mixture of uppercase and lowercase letters, at least one number and at least one special character. The following special characters are NOT supported: “., -, ×” and using these will result in an error message.

You can get the My Metro App from either the Google Play store or the Apple store. They can be downloaded and used on any smart device running the android or IOS operating system.

Penalty Fares

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 Legal page.

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

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.

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.

Yes, all appeals must be received within 14 days, commencing on the day following the issue of the PFN (Penalty Fare Notice).

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 Legal page.

Your data will be held for three years.

Lost Property

If you leave something on the tram 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.

How to Contact Us

Under the terms of the Data Protection Act (DPA) 2018, 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 customerservices@westmidlandsmetro.com or writing to us Customer Services, West Midlands Metro, Potters Lane, Wednesbury, WS10 0AR.

We always welcome your comments, compliments and suggestions about our services. We will try to resolve any complaints you may have. View our complaints policy here.

You can contact us:

By email
The best way to contact us is by emailing us customerservices@westmidlandsmetro.com

By phone
Call our Customer Service team on 0345 835 8181

By post
Putting Passengers First Group
16 Summer Lane
Birmingham
B19 3SD

Metro Careers

You can view the full list of current vacancies online.

Contact Us

We value our customers’ opinions and would love to hear about your recent tram journey with Metro.

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Safety & Security on the Tram

Read our traveller guidance for how to stay safe when using our network.

Read More

Permit to Work

If you plan to be working on or around our system, you will require authorisation and a permit to work.

Read More
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Midland Metro Limited (trading as West Midlands Metro). Registered in England and Wales | company number 10932342 | Registered office: 16 Summer Lane, Birmingham, B19 3SD

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