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Conditions of Carriage

GENERAL NOTES

A) These conditions of carriage and passenger regulations (‘Conditions’) constitute a part of the contract which will exist between Transport for Greater Manchester (‘TfGM’) and individual passengers wishing to travel on the Metrolink system.

B) These Conditions may be altered without notice and are without prejudice to:-
(i) The rights of passengers under the Unfair Contract Terms Act 1977, the Consumer Rights Act 2015 or any statutory modification or re-enactment thereof;

(ii) The terms and conditions relating to the use of ‘get me there’ smart cards (and other smart cards) issued by TfGM, which terms are available for inspection on www.getmethere.com;

(iii) The terms and conditions relating to the ‘get me there’ app, which terms are available for inspection on www.getmethere.com; and

(iv) The Bye-laws relating to the Greater Manchester Metrolink System (‘the Bye-laws’), as enacted under the Greater Manchester (Light Rapid Transit System) Act 1988 and the Greater Manchester (Light Rapid Transit System) (Number 2) Act 1988, copies of which may be inspected at the office of TfGM at 2 Piccadilly Place, Manchester, M1 3BG, at www.tfgm.com, or purchased from TfGM at a price determined by TfGM from time to time.

GENERAL CONDITIONS

  1. Keolis Amey Metrolink Limited (‘KAM’) will make every endeavour to maintain the services in accordance with the timetables published from time to time by TfGM. However, KAM reserves the right, for operational or other unforeseen reasons to alter, suspend, withdraw, substitute or deviate the services, and alter any operating times of the Metrolink services without notice.
  2. TfGM recognises that there will inevitably be occasions when due to circumstances beyond the control of KAM, services might be affected. TfGM cannot undertake therefore, nor by publication of these Conditions, or any timetable, handbill or notice, be deemed to undertake that the Metrolink services shall operate, start or arrive at the times set out in the timetables, or at all. TfGM will not, therefore, be liable or accountable for any loss, damage, hurt, inconvenience or injury arising from the failure of Metrolink services to operate, start or arrive at the specified times, or at all, and neither will TfGM be liable or accountable in such cases arising from the delay in any journey of Metrolink, or any deviation or breakdown arising from any cause.
  3. Tickets or passes issued by or on behalf of TfGM for the conveyance of any passenger, animal or article on Metrolink (including, without limitation, season tickets, free passes, privilege tickets, warrants, identity cards, vouchers, electronic tickets (or electronic travelcards) that can be displayed on a mobile device, or other authorities) in exchange for which or on production of which any tickets for the conveyance of passengers on Metrolink may be issued by or on behalf of TfGM are issued subject to the regulations, terms and conditions, leaflets and notices published by TfGM from time to time, and also the provision of the Bye-laws, copies of which may be inspected at the Trading Office of TfGM.

FARES

4.Any passengers using an Integrated Transport Smartcard Organisation (ITSO) enabled smart
card on the Metrolink system must use a smart card reader located on a Metrolink stop platform
to touch in with their smart card at the commencement of their journey, and touch out when
they reach their destination. Any passengers intending to pay for their travel using (i) a
contactless payment card or (ii) mobile phones or other devices that can be used to make
contactless payments, by presenting such card or devices to a smart card reader (and not by
using a ticket vending machine), must observe Conditions 62 to 82 below (Contactless Payment).

5.The passenger is liable to make a prepayment for, or be in possession of, a ticket or other authority to travel before making an intended journey. If a passenger is using an ITSO enabled smart card, that smart card must (unless it is being used solely for the purposes of enabling travel on a concessionary basis, during times when concessionary travel is permitted) be loaded with a valid and active electronic ticket or travelcard, entitling that passenger to travel on the Metrolink system, in the manner specified by the terms and conditions relating to that electronic ticket or travelcard. If a passenger is using an electronic ticket (or electronic travelcard) that can be displayed on a mobile device, it must have been validly activated before boarding a Metrolink vehicle. The prepaid fare for the journey is set out in TfGM's Official Fares Table, which is available for inspection at TfGM’s Trading Office.

6.A passenger found to be on a Metrolink vehicle, or on a Metrolink stop platform having just alighted from a vehicle, without a ticket or pass or other approved authorisation to travel valid for his/her journey will be liable to pay a Standard Fare of £100 or such other amount as may be determined by TfGM from time to time and may be liable to prosecution.

7.KAM operates a standard fare policy on behalf of TfGM. The passenger must pay the Standard Fare within 21 days of issue. If the passenger pays the Standard Fare within 14 days of issue they will benefit from a 50% reduction. In such circumstances the passenger will also be required to purchase a ticket for their onward journey. Payment of the Standard Fare should be sent by post to Revenue Recovery Services (RRS), and made payable to Keolis Amey Metrolink Limited at the following address: RRS, PO Box 113, Manchester M8 0RY. Alternative methods of payment are shown on the reverse of the Standard Fare Notice. Failure to make payment may result in legal proceedings being commenced in order to recover any outstanding debts.

8.Tickets or passes issued by or on behalf of TfGM for conveyance on the Metrolink system are not transferable from one person to another, remain the property of TfGM, and must be produced and delivered up when so required by any of KAM’s authorised officers. Refunds will be at the sole discretion of TfGM (see Refund Conditions below).

9.Single journey tickets or travelcards issued by TfGM: (i) by way of Metrolink ticket vending machines located at Metrolink stops; (ii) in electronic form, to be loaded on to an ITSO enabled smart card; (iii) in electronic form via the ‘get me there app’; and (iv) by way of such other methods as TfGM may determine from time to time, are valid as below:
a) Only on the day of purchase;
b) In the case of paper tickets, and electronic tickets or travelcards purchased via the get me there app, a single ticket journey must be completed within 120 minutes of the time of purchase; and
c) In the case of electronic tickets or travelcards that have been loaded on to an ITSO enabled smart card, the single ticket journey must be completed within 120 minutes of a passenger touching in at a smart card reader on a Metrolink stop platform.

CONDUCT OF PASSENGERS

10.In the event of any breach of any Condition set out herein, or subject to which any tickets are issued, such tickets shall be forfeited and delivered up to KAM’s authorised officers, duly authorised agents or a Police Officer.

11.KAM, its authorised officers or duly authorised agents or any Police Officer reserve the right to refuse access to the Metrolink stops, the platforms at those stops or the Metrolink light rail vehicles to any person;
a) Who they believe is likely to act in a threatening, disorderly or offensive manner, or
b) Who is consuming intoxicating liquor or being intoxicated by other means, or
c) Who they believe is likely to cause an inconvenience to fellow passengers.

12.Any person consuming intoxicating liquor or being intoxicated by any other means on any Metrolink vehicle or whilst in or on Metrolink premises may be required to leave by KAM’s authorised officers, duly authorised agents or by a Police Officer.

13.Persons may only use Metrolink premises, as defined in the Bye-laws, for any lawful purposes. Persons found to be unlawfully using Metrolink premises can be requested to leave by KAM’s authorised officers, duly authorised agents or any Police Officer, and any such person refusing to leave may be removed from Metrolink premises by the use of such force as is reasonable in the circumstances.

14.A passenger or intending passenger shall not enter or alight from a Metrolink vehicle other than by the doors or openings provided for that purpose.

15.No passenger shall while on any Metrolink vehicle or premises use any obscene, threatening or offensive language, or conduct themselves in a riotous, indecent, threatening or disorderly manner whereby annoyance is or may be caused to any member of the public.

16.A passenger, or intending passenger, shall not enter or remain in or on any Metrolink vehicle or premises when requested not to do so by any of KAM’s authorised officers, duly authorised agents or by a Police Officer.

17.A passenger, or intending passenger, shall not wilfully do, or cause to be done, with respect to any part of a Metrolink vehicle and its fixings and fittings, or any Metrolink premises and its fixtures and fittings, equipment or machinery, anything which is calculated to interfere with the operation of services and or vehicles, to cause injury, discomfort or nuisance to any passenger.

18.No passenger shall cause or permit to be brought into, or remain in, any Metrolink vehicle or any part of any Metrolink premises:
a) Any bicycle or tricycle except that these may be brought onto Metrolink premises as long as they are stored only in the designated bicycle racks.
b) Anything which by reason of its nature could be reasonably expected to cause, or does cause, danger, obstruction, unnecessary inconvenience, or nuisance to any passenger, or damage to property, except with the consent of KAM’s authorised officers, agents or a Police Officer.
c) Any mobility scooter except those brought onto any Metrolink vehicle by a passenger who has received a permit to travel on the Metrolink network

19.The safety and security of any luggage, pushchair, mobility scooter etc, is the responsibility of the passenger to whom it belongs, and KAM will not accept any liability or accountability for loss or damage unless such a loss or damage is caused by negligence of person(s) acting on behalf of KAM.

20.Passengers shall ensure that any luggage, pushchair, mobility scooter etc, does not obstruct any door, compartment, passageway, or cause any inconvenience to other passengers.

21.No person shall: -
a) Spit upon the floor of, or upon or against any other part of any Metrolink vehicle or premises, or any article therein; or
b) Place, drop or throw litter in any Metrolink vehicle or premises except in receptacles expressly provided for that purpose.

22.No person shall without lawful authority or other substantive excuse fail to comply with any reasonable warning or notice or request exhibited in a conspicuous position by KAM for the purpose of preventing danger to life or disruption of facilities for travel.

23.No person while in any Metrolink vehicle or in any part of any Metrolink premises to which the public have access shall, except with the permission of KAM:
a) Recite or perform, with or without any musical or other instrument; or
b) Cause or permit any noise to be made by the operation of any gramophone, record player, tape recorder or radio or similar instrument, being a noise which is so loud or continuous or repeated as to give reasonable for annoyance to other persons in the vehicle or upon the premises; or
c) Display, affix or exhibit any printed, written or pictorial matter or any other article for the purpose of advertising or publicity, or distribute any book, leaflet or other printed matter or any sample or other article; or
d) Tout, ply for or solicit alms, reward or custom or employment of any description

24.No person while in any Metrolink vehicle or premises shall intentionally obstruct or impede any person in the execution of his lawful business.

25.When a lift (not being an escalator or moving pavement) contains the full number of passengers, which it is constructed to carry, no additional person shall enter or remain therein.

26.No person shall enter, or attempt to enter, any Metrolink vehicle or lift through any door thereof until all persons who are leaving, or are on the way to leave, such vehicle or lift through such door have passed out of such door.

27.No person, whilst on the system, shall consume or have open for consumption:-
a) Any alcoholic beverage or
b) Food which will soil, disfigure, or destroy the property of TfGM or any other person.

28.No person shall smoke or carry a lighted pipe, cigar or cigarette, or operate an e-cigarette on any part of any Metrolink vehicles or premises.

29.Except in case of accident or other emergency, no person shall without lawful authority: -
a) Enter or leave, attempt to enter or leave, any lift of any Metrolink premises (not being an escalator or moving pavement) whilst it is in motion or otherwise than at the side of appointed for passenger to enter or leave the same;
b) Ascend or descend, or attempt to ascend or descend, by means of any escalator or stairway of any Metrolink premises, except by a moving or fixed stairway provided for ascending or, as the case may be, descending passengers.
c) Travel, or attempt to travel, upon an escalator or moving pavement of any Metrolink premises in a direction other than the direction in which the same is moving, or sit upon any escalator or moving pavement or any part thereof;
d) Open, or attempt to open, any gate or barrier leading to or from a platform at a Metrolink stop;
e) In the case of any Metrolink vehicle or lift equipped with automatic closing doors, obstruct or attempt to obstruct the opening or closing of such door; and
f) Where notices are exhibited in any Metrolink vehicle or premises indicating that a door shall be used for entrance thereto and another door for exit therefrom, enter, or attempt to enter, by the door indicated for exit, or leave or attempt to leave, by the door indicated for entrance.

30.Passengers are carried at the absolute discretion of KAM, and a decision of its Authorised Officers is final.

CHILDREN’S FARES

31.Children aged between five and fifteen years inclusive are conveyed at the fare set out in TfGM's Official Fares Table.

32.Children below the age of five years, who travel accompanied by an adult, are conveyed free of charge, provided that they do not occupy seats required by adult passengers.

TRAVEL PERMITS

33.Child Fare Concessionary Permits and Scholars Travel Permits issued by TfGM are valid on Metrolink subject to the conditions printed on the reverse of the Permit and must be produced upon request.

34.Concessionary Travel Permits issued by TfGM are valid on Metrolink subject to the conditions printed on the official slip accompanying the Travel Permit when issued and must be produced upon request.

35.People who hold an England National Concessionary Travel Scheme (ENCTS) Disabled Person’s Pass or a TfGM Travel Voucher pass are eligible to apply for a permit to use their mobility scooter on Metrolink. The permit is an official sticker on the mobility scooter chassis that contains a part of the user’s ID number from either their ENCTS Disabled Person’s Pass or their TfGM Travel Voucher pass; both must be produced upon request.

36.No permit is transferable from one person to another.

37.KAM does not upon presentation of the Permits detailed in Conditions 33 to 35 above
undertake to provide conveyance on any particular vehicle or at any particular time on any
particular day.

38.No Travel Permit holder has precedence over other passengers, and KAM accepts no liability for loss, expense or inconvenience arising as a result of lack of accommodation for such Permit holders at any time or any place.

39.Notwithstanding Conditions 33 to 38 above, all Permit holders are carried subject to the
Conditions and regulations set out in this document, and subject to the Byelaws.

METROLINK SEASON TICKET (MST)

40.Metrolink Season Tickets made available for purchase by TfGM (each an ‘MST’) are only valid: -
a) When (where required) they are accompanied by a current Metrolink Travel Club membership card; and
b) Where a Metrolink Travel Club membership card accompanies the MST, the membership number shown on the current Metrolink Travel Club membership card is shown on the MST; and
c) Within the dates specified on the MST; and
d) Within the zones(s) or route specified on the MST.

41.MSTs are also available in electronic form, to be loaded on to ITSO enabled smart cards. Where a passenger holds an electronic version of an MST on a smart card, such MSTs are issued in accordance with the specific terms and conditions applicable to such MSTs, as published by TfGM from time to time.

42.The holder of a valid MST (in either paper or electronic form) is entitled to travel on Metrolink services without further payment provided that the journey made is wholly within the zone(s) or routes and the dates shown on, or associated with, the MST.

43.For journeys partly but not wholly within the zone(s) or routes shown on, or associated with, the MST, the holder of a valid MST must pre-purchase a ticket for that part of the journey outside the zone(s) or routes shown on, or associated with, the MST.

44.MSTs cannot be used for journeys wholly outside the zone(s) or routes shown on, or associated with, the MSTs unless a further ticket has been pre-purchased.

45.For the purpose of Conditions 40 to 44 above, routes are alphabetically lettered geographical areas within which valid MSTs may be used.

46.MSTs and Metrolink Travel Club membership cards are not transferable from one person to another. They remain the property of TfGM and may be withdrawn if improperly used. No refunds will be made on lost, destroyed or defaced MST’s (see Refund Conditions below).

47.KAM does not undertake to provide conveyance on any particular vehicle or at any particular time on any particular day.

48.MST holders have no precedence over other passengers and KAM accepts no liability for loss, expense or inconvenience arising as a result of lack of accommodation for MST holders at any place or time.

49.Notwithstanding Conditions 40 to 48 above, MST holders are conveyed subject to the Conditions and regulations set out in this document, and subject to the Byelaws.

TICKETS ISSUED BY THIRD PARTIES

50.Single and return journey tickets and season tickets issued by other companies for journeys to or from or via stops, zone(s) or routes on the Metrolink System are valid on Metrolink as indicated in the conditions of issue of each individual ticket. Use of such tickets on Metrolink is subject to these Conditions.

CARRIAGE OF ANIMALS

51.Animals are not to be conveyed on Metrolink with the exception of: -
a) Guide dogs accompanying blind persons; and / or
b) Hearing dogs accompanying deaf persons; and / or
c) Any dog or cat being accompanied to the PDSA at Old Trafford. No charge will be made for guide dogs, hearing dogs or any dog or cat being accompanied to the PDSA at Old Trafford.

REFUNDS

52.Refunds on MSTs are given in accordance with the terms and conditions or regulations stipulated by TfGM from time to time, and are at all times given the sole discretion of TfGM.

53.Refunds on unused Metrolink tickets, or reimbursement of money lost in a Metrolink ticket machine due to mechanical failure or vandalism, are at the absolute discretion of TfGM, and each application is considered on its merits.

LOST PROPERTY

54.Lost property is dealt with in accordance with the Byelaw 12.

55.Any person who finds property accidentally left in any Metrolink vehicle or premises shall immediately hand it, in the state in which it is found, to one of KAM’s authorised officers.

56.Any person accidentally leaving property on any Metrolink vehicle or premises should report the loss by phone to the Trading Office of KAM, giving full particulars of the property lost.

57.KAM will charge claimants a fee for returning lost property in accordance with the scale of charges, which is displayed at the Trading Office of KAM.

58.Perishable goods will be kept until the end of service on the day when they were found. Any property, which is or becomes objectionable will be destroyed or otherwise disposed of at any time.

59.Where any property is forwarded to a claimant, the claimant shall pay all costs of packing and carriage to KAM.

60.Any property unclaimed within one calendar month will be disposed of as KAM may think fit.

WAIVER

61.KAM’s authorised officers, duly authorised agents or a Police Officer shall have authority to waive or vary any of these Conditions.

CONTACTLESS PAYMENT

62.The conditions set out in this section will apply to the passenger who is using ‘Contactless Payment’ to pay for travel on the Metrolink system. For the purposes of these Conditions, Contactless Payment:
a) means commencing a journey by touching in using contactless payment media at a smart reader located on a Metrolink stop platform, and then touching out by the same means to complete that journey, once the passenger has reached their final destination stop; and
b) does not include making payment using the contactless payment readers located on ticket vending machines at Metrolink stops.

63.Contactless Payment includes payment via contactless debit and credit cards (MasterCard, Visa and Maestro), mobile phones or other devices that can be used to make contactless payments (using such mobile payment and digital wallet services as TfGM may accept from time to time).

64.The passenger can use Contactless Payment for travelling by tram on the Metrolink network only.

65.Passengers cannot use the exact same method of Contactless Payment (e.g. the same debit or credit card) as another passenger at the same time.

66.When using Contactless Payment, it is the responsibility of the passenger to touch their contactless payment card or device on a smart reader located on Metrolink stop platforms at the start and end of each journey. The passenger must use the same method of Contactless Payment when they touch in and touch out. The passenger must ensure that, if using Contactless Payment via a mobile phone or other device that can be used to make contactless payments, the battery of such device is sufficiently charged for the duration of their journey.

67.If the passenger does not touch in and touch out correctly at a smart reader (including using the same method of Contactless Payment at the start and at the end of each journey), or exceeds the permitted time limit for completing the journey (as referred in Condition 76 below), the passenger may be charged the (i) incomplete journey fare, (ii) a contactless standard fare and/or (iii) a standard fare, and/or face prosecution.

68.If a passenger makes several journeys in a day, the same method of Contactless Payment must be used for each journey to benefit from the capped fare for Contactless Payment.

69.When touching the contactless payment card (or a device that can be used to make contactless payment) on the smart reader, the passenger is giving authorisation for the cost of the journey (or the incomplete journey fare) to be charged to the passenger's card issuer/bank account.

70.TfGM will charge the fare(s) of your journey(s) to the passenger's card issuer/bank account after completion of the journey for that day. A daily capped fare for Contactless Payment applies.

71.Contactless Payment is for full paying adult fares only.

72.At the end of each day, TfGM will construct the complete journey(s) of the passenger by matching all touches in and/or out made by the passenger during that day. Following that, appropriate payment based on TfGM's published fare information from time to time for the journey(s) of the passenger will be taken from passenger's card issuer/bank overnight.

73.Passengers who touch in successfully will: hear a specific audible sound and see a green tick and the message 'OK' on the reader. If any other message appears on the reader, touch in has not been successful. It is the passenger's responsibility to check if touch in for Contactless Payment has happened successfully each time.

74.Passengers who touch in and see the message 'Not Authorised for Travel' or 'Card Not Recognised' are required to purchase a paper ticket, purchase a ticket using the get me there app, or use another method for Contactless Payment.

75.The passenger must not touch out with Contactless Payment when changing trams at interchanges on the journey. The passenger is required to touch out only at the end of each journey with Metrolink.

76.Each journey with Metrolink must be completed (by way of a touch out) within 120 minutes of touching in.

77.Where the passenger changes to a different mode of transport they must touch out when leaving the Metrolink network. Passengers can use Contactless Payment for travelling by tram on the Metrolink network only.

78.TfGM may charge a passenger with an incomplete journey fare if they touched in, but did not touch out, to mark the end of their journey with Metrolink.

79.The passenger must be prepared to show the method used to touch in for Contactless Payment and/or allow an authorised member of staff or a police officer to inspect their method of Contactless Payment on any journey. The passenger might be asked to touch the method of Contactless Payment on the inspection device as part of the inspection and:
a. if, during such inspection, the inspection device shows a 'Card Not Accepted' message to the inspector, the passenger will be treated as not having touched in successfully, and the inspector will be entitled to write out a ticket for the appropriate standard fare; and
b. TfGM may charge passengers with a contactless standard fare of £30 if, as a result of such inspection, TfGM becomes aware that (i) they did not successfully touch in, or (ii) they did not validly touch in with the method of Contactless Payment presented for inspection. This amount will be taken from passenger's card issuer/bank account within 48 hours, and by presenting a method of Contactless Payment to the inspection device, the passenger is giving authorisation for the contactless standard fare to be charged to the passenger’s card issuer/bank account, if either of the circumstance set out in this Condition 79b apply.

80.It is the passenger's responsibility to check the fare of their journey before they travel. Fare information is available via tfgm.com/fares.

81.If the passenger has used a method of Contactless Payment and paid more than the advertised pay for the journey actually made, TfGM may refund the amount overpaid subject to the passenger having touched in and touched out successfully as required.

82.Please contact Metrolink's customer service on customerservices@metrolink.co.uk for any questions regarding Contactless Payment.

If you have any questions please view our FAQs or submit your enquiry using the General Enquiry Form.