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Simon Brandon

Last week I was out in Newcastle celebrating a friend's birthday. After a good night we headed to Monument Metro station to get home. We arrived at the station in good time to catch the last Metro home and with plenty of money (notes) to buy tickets, but unfortunately the change machines were out of order and the ticket machines were of the old type that only accept coins, therefore despite having nearly £50 in cash on us we were unable to buy tickets. With the last Metro arriving and no time to seek change elsewhere, we were left with no option but to incur the considerable extra cost of getting a taxi home.

That such a central station as Monument should be left without a working change machine or an alternative way of buying a ticket is clearly unacceptable. I know that new ticket machines are being introduced which accept notes and cards and I would encourage the rapid roll out of these machines, but in the interim every effort must be made to keep all existing ticket facilities at Monument and all other Metro stations operational.

I am sure you are well aware that many people rely on Metro to get home safely, indeed one need only recall the news story from Nottingham this week of a young lady who was attacked after being refused a bus ride home for being 20 pence short of the fare to see how vital your night services are to the safety of people heading out for a night in Newcastle. Can I therefore ask you to develop and publicise a clear policy as to how passengers who are unable to purchase a ticket due to a lack of ticketing facilities will be dealt with by Nexus. Simply telling them not to travel without a ticket is unacceptable as it lets down the people of Newcastle who support your service every day.

Regards,

Problem History

  • 1 Simon Brandon reported the issue on FixMyTransport. close 21:30 09 Jun 2012
  • 2 Simon Brandon wrote to Nexus close 21:30 09 Jun 2012

    Here is the letter that Simon Brandon wrote.

    Broken change machines

    Last week I was out in Newcastle celebrating a friend's birthday. After a good night we headed to Monument Metro station to get home. We arrived at the station in good time to catch the last Metro home and with plenty of money (notes) to buy tickets, but unfortunately the change machines were out of order and the ticket machines were of the old type that only accept coins, therefore despite having nearly £50 in cash on us we were unable to buy tickets. With the last Metro arriving and no time to seek change elsewhere, we were left with no option but to incur the considerable extra cost of getting a taxi home.

    That such a central station as Monument should be left without a working change machine or an alternative way of buying a ticket is clearly unacceptable. I know that new ticket machines are being introduced which accept notes and cards and I would encourage the rapid roll out of these machines, but in the interim every effort must be made to keep all existing ticket facilities at Monument and all other Metro stations operational.

    I am sure you are well aware that many people rely on Metro to get home safely, indeed one need only recall the news story from Nottingham this week of a young lady who was attacked after being refused a bus ride home for being 20 pence short of the fare to see how vital your night services are to the safety of people heading out for a night in Newcastle. Can I therefore ask you to develop and publicise a clear policy as to how passengers who are unable to purchase a ticket due to a lack of ticketing facilities will be dealt with by Nexus. Simply telling them not to travel without a ticket is unacceptable as it lets down the people of Newcastle who support your service every day.

    Regards,

  • 3 Simon Brandon wrote to Nexus close 21:24 21 Jul 2012

    Sir,

    I wrote to you back in June setting out my concerns regarding the broken change machines at Monument station and the apparent lack of a clear Nexus policy as to how those unable to purchase tickets due to ticket machine malfunctions.

    Since then I have received no return correspondence from you, not even an acknowledgement of receipt. As I regard this to be a matter of great concern, not least to the safety of those who are out in Newcastle late at night, I would appreciate a response from you.

    Regards,

  • 4 Simon Brandon added an update close 21:25 21 Jul 2012

    I have sent Nexus a chaser on this. Hopefully this will get a response.

  • 5 Customer Services responded to Simon Brandon close 18:25 22 Jul 2012
    Dear Mr Brandon,

    Thank you for your enquiry to the Nexus Customer Services
    Mailbox.  Apologies for the delay to your original
    correspondance. We have checked our systems and I'm afraid
    we appear to have no record of this.  Please find the details
    below which I hope will fully answer your enquiry.  If all
    points in your original enquiry are not answered please can you
    re-forward this to us and we will investigate further:

    At present the change machine at Monument Metro Station gets
    through over 10,000 £1 coins per week and is topped up 6 times
    per week at a cost to Nexus.  As with all complex machines it
    will occasionally develop a fault, be vandalized or will run out
    of change which is always addressed in a timely manner.  There
    is no way to remotely monitor the change levels in these
    machines so informing the public when it is about to run out is
    difficult.

    However there is light at the end of the tunnel, new
    multi-payment type ticket machines are to be installed within
    the next few weeks negating the need for a pocket full of
    change. Until then advise is to carry enough change to cover
    your fare.

    Should you require specific timetable/fare/ticket information
    you can telephone the Nexus Customer Service line on 0191
    2020747 between 0700-2100 7 days a week. 

    * Should you require further assistance please do not hesitate
    to contact Nexus again in the future. Please direct any further
    queries to the following e-mail address:
    [1][Nexus problem reporting email] *

    Kind Regards,

    Nexus Customer Services Team

    Nexus House

    33 St James’ Boulevard

    Newcastle Upon Tyne

    NE1 4AX

    Telephone Number – 0191 2020747

    Email Address – [2][Nexus problem reporting email]

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  • 6 David Richards commented close 12:51 04 Apr 2013

    All the ticket machines at Monument have been replaced with new ones which accept notes and credit/debit cards - and so the change machine has been removed as it's no longer required.

Comment
  • started 9 June 2012
  • supporters 2
Monument (Tyne and Wear Metro Station) in Newcastle upon Tyne
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