Tyne and Wear Metro is for everyone, and measures are in place to help your journey be as smooth as possible, helping you get around the system with any support you may need.

All Metro stations are accessible by level access, ramps or lifts. Visit Metro station pages to view accessibility of each station and train times, or download the Metro Access Guide.

Travel Assist

If you require assistance or a wheelchair ramp when travelling on Metro, you can book help up to four hours before you travel. We can meet you at the station where you start your journey, at the station where you finish, or both.  You can book help for any Metro station, as long as trains are running.

When you book, tell us what time you will be at the station and a Customer Service team member will meet you and help you get on and off the train.

To book help, call 0191 203 3666 (lines are open 6.30am to midnight), this number is also a textphone. Text Relay: 18001 0191 203 3666. Calls are charged at the local rate. Or email assistance@nexus.org.uk  at least four hours before travelling.

Help Points are located at every station if you need to speak to a member of the Customer Service team.

To view the latest Metro service update, or details of planned service or timetable changes please view our updates section.

If you would like to tell us about your experience of using Travel Assist or need to make a complaint, here are our contact details.

Sliding step

All new Metro trains have sliding steps which remove the gap between the train and the platform, plus four dedicated wheelchair bays on each train. Look for the door with the wheelchair symbol on it when you’re getting on.

An accessibility tour carried out by Destination North East shows assisted and accessible travel in action:

Autism Friendly 

Tyne and Wear Metro was recognised with the Autism Friendly Award from the National Autistic Society for supporting customers with autism. Download our autism friendly guide to travelling on Metro here. 

Mobility scooters

Powered mobility scooters cannot be used anywhere on Metro stations or platforms.

This is because of their design, difficulty in manoeuvring and unsuitability for use within Metro trains and some stations. This has been introduced for the safety of all Metro customers, following incidents at stations where scooter users have been injured and other customers placed at risk.

Bridge Card 

The Bridge Card scheme is a way of indicating to transport staff that the you may need additional support when you use public transport.

If you have difficulty using public transport because of age, disability, illness, or you simply lack confidence, you can carry a Bridge Card. When you show the card to transport staff they will recognise that you may need extra help during your journey. You don’t have to register for the scheme. You just have to carry a card and show it to transport staff if you need help. Find out more about the Bridge Card.

For more information or to request a printed or electronic copy of one of the documents listed at the base of this page contact Customer Relations by telephoning 0191 202 0747 or emailing customerrelations@nexus.org.uk 

If you require any of this information in a different format, please contact us.