Our customer service standards are the targets we set to ensure we meet customers needs and expectations.
You Said, We Did
What Metro has been doing in response to your feedback - Read the full report (pdf, 1mb - opens in new window)
MetroLine - travel information call centre
Complaint handling
- Respond to general complaints within 10 working days
- Respond to complaints about shelters and stops within 28 working days
Ways to contact Metro
Travel Centres
When you visit our Travel Centres, you can expect:
- A friendly and helpful service
- Accurate information on all local bus and train services
- A complete sales service for all pre-paid tickets and concessionary permits within West Yorkshire
- Seven days notice of any change to our opening times
- Large-print, Braille or audio versions of all timetables and leaflets to be sent to you on request.
More about Travel Centres
Availability of information
- Timetables to be available seven days in advance of service changes for bus and 14 days for train
- Summary leaflet (called 'Changing Times')to show details of all timetable changes produced in advance of each service change
- Bank Holiday timetables to be available at least 10 days in advance of service changes
- Service changes and all timetables to be available on Metro's web site
- Electronic information to be available at all bus stations
- Timetable information to be available at each departure bay
- Information at bus stations to be updated within 24 hours of service change
- Roadside displays to be updated within 48 hours of service change
- All information to be impartial.
Bus timetables | Train timetables