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We know legal stuff can be rather dull but we do need to cover some important information that’s all available here.

In this section you’ll find all you need to know about things such as our website data policies and conditions of carriage… all in fine detail.

If there’s something you don’t quite understand, do get in touch with us via our contact page and we’ll be happy to help.

There are rules and regulations which we have to impose – mainly to help us operate the safest possible tram network and to ensure all our customers are treated properly – but our top consideration is always to make sure we’re fair and reasonable.

In this section you will find information on internet cookies; the cookies that may be set when you visit this website; and, how to manage and delete these through your browser.

What is a Cookie?

 A cookie is a small amount of data, which often includes a unique identifier that is sent to your computer or mobile phone (referred to here as a “device”) browser from a website’s computer and is stored on your device’s hard drive. Each website can send its own cookie to your browser if your browser’s preferences allow it, but (to protect your privacy) your browser only permits a website to access the cookies it has already sent to you, not the cookies sent to you by other websites. Many websites do this whenever a user visits their website in order to track online traffic flows.

Users have the opportunity to set their devices to accept all cookies, to notify them when a cookie is issued, or not to receive cookies at any time. The last of these means that certain personalised features cannot then be provided to that user and accordingly they may not be able to take full advantage of all of the website’s features. Each browser is different, so check the “Help” menu of your browser to learn how to change your cookie preferences.

How do we use Cookies?

During the course of any visit to our website, the pages you see, along with any cookies, are downloaded to your device. Many websites do this, because cookies enable website publishers to do useful things like improve performance and find out whether the device (and probably its user) has visited the website before. This is done on a repeat visit by checking to see, and finding, the cookie left there on the last visit.

Information supplied by cookies can help us to analyse the profile of our visitors and help us to provide you with a better user experience.

How to manage and delete Cookies

This website will not use cookies to collect personally identifiable information about you. However, if you wish to restrict or block the cookies which are set by this website, or indeed any other website, you can do this through your browser settings. The Help function within your browser should tell you how to do this.

Alternatively, you may wish to visit www.aboutcookies.org which contains comprehensive information on how to do this on a wide variety of browsers. You will also find details on how to delete cookies from your computer as well as more general information about cookies. For information on how to do this on the browser of your mobile phone you will need to refer to your handset manual.

Google Analytics

This website uses Google Analytics, a web analytics service provided by Google, Inc. Google Analytics sets a cookie in order to evaluate your use of the website and compile reports for us on activity on the website.

Google stores the information collected by the cookie on servers in the United States. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google will not associate your IP address with any other data held by Google.

By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

View customer privacy policy.  

Please read these website terms and conditions of use (“terms”) carefully before using this site

These Terms inform you of the rules for using our website www.westmidlandsmetro.com (our site).

Who we are and how to contact us

www.westmidlandsmetro.com is a site operated by Midland Metro Limited (trading as West Midlands Metro) (“We”). We are registered in England and Wales under company number 10932342 and our registered office is at 16 Summer Lane, Birmingham, B19 3SD. Midland Metro Limited operate and maintain the West Midlands Metro on behalf of West Midlands Combined Authority.

By using our site you accept these Terms

By using our site, you confirm that you accept the Terms outlined below and that you agree to comply with them. If you do not agree to these terms, you must not use our site.

We may make changes to these Terms

We amend these Terms from time to time. Please check these Terms every time you wish to use our site, to ensure you understand the terms that apply at that time.

We may make changes to our site

We may update and change our site from time to time. We will try to give you reasonable notice of any major changes and updates.

We may suspend or withdraw our site

Our site has been made available free of charge. We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

How you may use material on our site

We are the owner or the licensee and have intellectual rights on all information and material published on our site. These informations are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to the content posted on our site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.

You must not use any part of the content on our site for commercial purposes without obtaining approval from us.

If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Do not rely on information on this site

The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.

Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

We are not responsible for websites we link to

Where our site contains links to external sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approved by us of those linked websites or information you may obtain from them. We have no control over the contents of external sites or resources. We cannot guarantee that these links will work all of the time and thus we have no control over the availability of the linked pages.

Our responsibility for loss or damage suffered by you

To the extent permitted by law we expressly disclaim all liability for any direct, indirect or consequential loss or damage occasioned from the use or inability to use our site, whether directly or indirectly resulting from inaccuracies, defects, viruses, errors – whether typographical or otherwise, omissions, out of date information or otherwise.

Accessing our site and the downloading material is done entirely at your own risk. You are entirely responsible for any resulting damage to software or computer systems and/or any resulting loss of data suffered when using our website. We are not liable or responsible for any loss even if we have been advised or nor of the possibility of such damage.

We are not responsible for any viruses, and you must not introduce them

We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored, or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

Rules about linking to our site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link to our site in any website that is not owned by you.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice.

The use of the West Midlands Metro logo or the logos of any associated or subsidiary organisations must not be used for promotional or linking purposes unless prior approval in writing has been given. Please contact West Midlands Metro Customer Services for further details on obtaining such approval.

Which country’s laws apply to any disputes?

If you are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction over disputes arising out of the access or use of these websites.

Use of your personal information

• Midland Metro Limited is a data controller as defined in the Data Protection Act 2018. We are committed to protecting your privacy and keeping you informed of how your personal information is used. Full details can be found within our Privacy Policy.

• Our Cookie Policy which sets out information about the cookies on our site.

Browser settings and readability

You can change the appearance of this site using your browser’s settings. Browsers provide different accessibility options, but will allow you to change the size of text and – in many cases – colour and layout. To change the text size on this site, please use your preferred browser’s zoom function. This setting can be found as part of your browser’s ‘Zoom’ or ‘View’ options. You can also use your keyboard’s CTRL key to change text size by repeatedly pressing a combination of CTRL +, or CTRL -. To change text colour or layout settings, please refer to your browser’s ‘Preferences’ from the browser menu. Browser Support This website has been built to function equally well across as many browsers as possible. Some older browsers may limit some website functionality, though we have developed this site to minimise that possibility in any way we can. Keyboard usage We’ve avoided using access keys to develop this website, in order to prevent interference with screen readers and user keyboard access.

We listen to people and respond to as many comments as possible with constructive feedback.

We allow negative comments while deleting ‘spam’ and seek to respond rather than censor.

We encourage thoughtful discussion, debate and differing viewpoints, with the understanding that all comments made must be civil, respectful, and appropriate for our audience. Comments that are lewd, libellous, incite violence or are otherwise hurtful or hateful speech directed at either individuals or groups, employees or the West Midlands Metro brand as a whole will be deleted, and repeated offenders banned from future posting.

We reserve the right to move or delete comments and postings that do not relate to the subject matter posted under or do not relate to our brand or our business type. Our decision to do this would always be final and no further correspondence about why this action was taken will be entered into. All content relating to the issue of a penalty fare, or the whole penalty fares process will not be a subject for discussion on any form of social media. Correspondents who have been issued a penalty fare will always be directed to the appeals process with further information to be obtained from customer services or our website.

Any references to individual cases where a penalty fare has been issued will be removed in order to allow a full investigation to take place that is based on the factual circumstances of that case.

Tickets on Direct Debit

For tickets bought through the Direct Debit Scheme, refunds are not available – you must give at least one month’s notice by telephone, email or in writing of your intention to cease Direct Debit payments

Season Tickets

If you no longer need your season ticket you may be able to claim a refund for the outstanding validity, less an administration charge.

Refunds are not available for season tickets valid for a calendar month or less.

Please contact Customer Services on 0345 835 8181 or email Customerservices@westmidlandsmetro.com

Season Tickets must have been valid for a minimum of 28 days with at least 7 days validity remaining. 90% of the outstanding validity of the ticket will be refunded, calculated from when the West Midlands Metro receives the ticket back, less a £5.50 administration charge. 

Season tickets are sold at a discounted rate. 90%, of the outstanding value of the ticket, takes into account the discounted travel you have benefited from by holding a season ticket instead of buying day or week tickets. This means the refund will not be the exact remaining value of your pass

All other Metro products are non-refundable


This is West Midlands Metro’s Passenger’s Charter. It sets out our commitment to deliver the safe, reliable, high-quality service you have the right to expect. We will achieve this by:

a. Providing a safe and dependable service

b. Exceeding customer expectations

c. Making travel more accessible

d. Continuously improving

e. Being a good neighbour and employee


2. Customer Services

 2.1 Our Standards

We are committed to attempting to achieve the highest possible standards and to realise this aim we rely on well-motivated and fully trained people. All our staff receive on-going training in customer care and related areas.

2.2 Getting in touch

We aim to be fair and responsive in all our dealings with customers. Comments about our service or suggestions for improvement are always welcome. If you have a problem with your journey, and it cannot be resolved on the spot, you can contact us via a local rate telephone number, letter, email, Twitter and Facebook. Contact details are listed below.

Email: customerservices@westmidlandsmetro.com

Telephone: 0345 835 8181

Address: West Midlands Metro Customer Services
16 Summer Lane
B19 3SD

2.3 Customer Panel

In partnership with Transport for West Midlands (TfWM), West Midlands Metro has created a Passenger Panel compromising a number of our regular customers to have a say on “how we operate”.

This is part of the ongoing support for the Transforming Tram Travel agreement with TfWM which allows our passengers to give their views on what works well and what does not.

The aim of the panel is to discuss major concerns, suggest improvements that could be made and gather feedback on new products and services. It also helps us with branching out to communicate to a wider audience within the local community.

If you would like to help shape the future of your Metro, you can apply to join our passenger panel by contacting our Customer Service Manager on customerservices@westmidlandsmetro.com.


3. Keeping you informed

 3.1 Planning your journey

When ringing our customer service centre number, you will be given impartial information on journey planning and ticket prices. (Please note that calls to West Midlands Metro may be monitored)

Information on West Midlands Metro timetables and real-time Metro service information is also available through this website.

3.2 Buying your ticket

We want our ticketing range to be simple to understand and easy to purchase. Tickets for West Midlands Metro journeys can be purchased either on board our trams, at travel centres, or via the My Metro app.

3.3 Information Leaflet

A free timetable leaflet will be made available to customers showing frequency and ticketing details.

3.4 Service Alterations Information

Essential engineering work may mean alterations to services. We will try to give at least 14 days’ notice of any planned alterations to our services and as much notice as possible for any emergency engineering work.


4. Our Staff

 4.1 Staff standards

We are committed to providing excellent customer service. Our staff are our most important asset and have the opportunity to make a positive difference to your journey.

At all times, we expect our staff to be smartly dressed and to respond to customers in an efficient, considerate and courteous manner. We expect them to carry out their duties in a professional manner and to make every reasonable effort to deal effectively with customer issues on the spot.

All our people involved in running West Midlands Metro will do their best to ensure that the service meets and, we hope, surpasses expectations and this Charter’s goals.

4.2 Putting things right

We do realise that things do occasionally go wrong. When they do we will do our best to put things right. If you do feel the need to complain we have a formal complaints handling policy which can be found by clicking here. While it is appropriate that we outline the specific points above, most importantly we are committed to always treating all our customers with care and respect.

If you travel without a valid ticket, pass or smartcard and have made no attempt to purchase a ticket you will be issued with a £10 penalty fare notice.

For more information on penalty processes please follow these links.

View our Revenue Protection & Penalty Fare Process

View our Penalty Fare Appeals Process

View our Amendment to Penalty Fares

What do I if I’ve lost something on board the metro?

If you leave something on the Metro please contact Customer Services on 0121 502 2006 (Monday-Friday 09:00-15:00) or email customerservices@westmidlandsmetro.com.

All lost property is taken to our depot on Potters Lane in Wednesbury where ID may be required to claim your item back. Items are stored for 28 days (except perishable goods which is 24 hours) and if they remain unclaimed either donated to a local charity or if they are of value, handed to the Police.

View our full lost Property Policy

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