Our Customer Promise
Safe. Reliable. Run for you.
Our customer promise sets out what you can expect from us every day: safe, reliable journeys and support when you need it.
Safe & Comfortable
- We prioritise your well-being and safety above all else - it's at the heart of everything we do. Our stations, platforms, and trams are monitored 24/7 by CCTV.
- We maintain high standards of cleanliness with daily, deep-cleaning schedules for all trams and stops so you can travel in comfort.
- We manage to maintain the fleet, infrastructure and equipment to make sure your journey is smooth and comfortable every day.
Reliable & Informed
- We aim to keep our network running like clockwork, so you can get where you need to on time. We publish performance data every 12 weeks, so you can hold us to account.
- We keep you informed with real-time updates via our app, website, displays and announcements. You have access to live, accurate arrival and departure times, 99% of the time.
- If things go wrong, we will communicate immediately, offer alternatives, and work to restore services back normal as fast as possible.
Run for you
- Our entire network is designed to be accessible and easy to use. Whether you have mobility needs, travelling with buggies, or have special support requirements, we are here for you.
- Our staff are approachable, proactive and ready to help whenever you need support. We aim to hit 95% in customer-facing staff helpfulness, in our quarterly Mystery Shopper surveys.
- Your voice matters. We will review every piece of feedback we receive, respond to your enquiries and learn from what you tell us.
- By choosing us, you are choosing the green option. We promise to continuously keep our network as eco-friendly as possible.
- We will never stand still. We promise to constantly improve our service, using data and insight to better meet your needs.
If we ever fall short of these promises, let us know. We are fully committed to making it right.
