The Tyne and Wear Metro reporting system which allows customers to report any issues by sending a discrete text message is being switched to WhatsApp, making it easier and free to use. For those who don’t have WhatsApp it will still be possible to send text messages to a new number.
The new WhatsApp number – 07345 222 710 – is already live, and replaces the current 66777 alert number. This change removes the network charges that customers pay when sending a text to the old number. It will also allow relevant images and video footage to support the report at no extra cost.
Cathy Massarella, Nexus Managing Director, said: “We are making a big change to our text alert system, which is now a free to use WhatsApp number. This will make it far easier for customers to report something directly to our Metro control room, if they need to.
“It means customers will no longer pay a network charge for sending a text message to our old system. The new system is also available on our Pop App. We have ensured that customers who don’t have WhatsApp can send text messages to the new contact number too.
“We are determined to ensure that Metro is a safe and secure environment for our customers to travel on. This is a vital tool for customers to be able to make direct and discreet contact with us if they need to report anything of concern when travelling with us
“We have already invested hugely in policing, extra security and new CCTV cameras across our infrastructure, and we work closely with the police to deal with any crime or anti-social behaviour which occur.”
The new number should be used to report any anti-social behaviour seen on the network. This can include anything from vandalism, graffiti, rowdy behaviour and holding doors open, to abusing and threating other passengers or staff. The system then sends an alert directly to the customer service desk at the South Gosforth control room so action can be taken.
People should still dial 999 in the event of an emergency, or 101 for non-emergency situations that require the Police to attend straight away.