Covid-19 advice for tram customers

Last updated: Wednesday 29 July 

As many businesses begin to reopen and more people return to work, we’re steadily seeing more people using the tram. We’re increasing the number of services back to the usual level so our customers can continue to maintain social distancing.

Timetable from 3 August:

Monday to Saturday

6-7am – from every 15 minutes
7-10am – from every 7 minutes (every 10 minutes on Saturdays)
10-3pm – from every 10 minutes (every 7 minutes on Saturdays)
3-7 pm – from every 7 minutes
9pm – midnight – from every 15 minutes

Sunday

6-7am – from every 15 minutes
7am-7pm – from every 10 minutes
7-11pm – from every 15 minutes

Travel centre reopening

Our travel centre in King Street will reopen from Monday 3 August, with standard opening hours (see below).
Although we have put stringent measures against COVID-19 in place at the centre, we would remind customers that we will continue to offer all services online, by phone or email, including the sale of season passes.

If you do need to visit the travel centre, please wear a mask and respect social distancing guidelines. Only two customer will be able to enter the centre at any one time.

  • Monday – Friday*: 8am – 5.30pm; closed between 12-1pm for lunch (last transaction 5.15pm)
  • *Wednesday: 8am – 7pm; closed between 12-1pm for lunch (last transaction 6.45pm) 
  • Saturday: 9am – 5pm; closed between 12-1pm for lunch (last transaction 4.45pm)
  • Sunday and bank holidays: Closed

Last chance to extend your season ticket 

As we return to full service, the current offer for extending travel on unused 3 and 12 month season tickets will end on Monday 3 August. 

If you have a three or 12 month season ticket that you haven’t used due to the impacts of the coronavirus pandemic, please contact us by Wednesday 12 August to have your pass extended by any unused time of at least four consecutive weeks, between 16 March and 3 August 2020.

From 13 August, we will only refund unused travel.

Get in touch with our customer service team by calling 0115 824 6060 or email info@thetram.net to take advantage of the extension offer.

Please be aware we will not be able to refund extended time.

FAQs

Why are you closing the extensions scheme?

As many businesses begin to reopen and we’re seeing more people return to work, we will be starting to run a full service again from Monday 3 August.  

The Government is no longer advising against using public transport, and stringent measures are in place to protect against covid-19.
 
What do I need to do?

If you have a 3 or 12 month season ticket that you are still not using there are two options available:

Contact us to extend your pass by the period since it was last used – providing this is at least four consecutive weeks between 16 March and 3 August 2020

Contact us to apply for a refund. This will be processed according to our standard Refund Policy and will be backdated from your card expiry date to the closest full month since it was last used
 
Please contact us by Wednesday 12 August 2020 if you wish to take advantage of the extension scheme.
 
Please be aware we will not be able to refund extended time.
 
What should I do if I don’t know when I’ll need to use my pass again?

We can only extend unused time between 16 March and 3 August. If you are uncertain when you will start using your season pass again, a refund may be the best option.

Face coverings:

It is mandatory to wear a face covering on public transport. This could be a mask, a scarf or a bandana– the important thing is the covering fits well and covers your mouth and nose.

Evidence suggests that wearing one does not protect you, but it may protect others if you are infected but have not yet developed symptoms.
 
It is important to wash your hands before putting on and after taking off your mask. Details of how to wear a face mask properly, and how to make your own, can be found here.
 
Please ensure you put on your mask before boarding the tram.

We are encouraging all customers to wear a face covering for the safety of everyone. However, there are some exemptions:

  • Children under the age of 11
  • Emergency services acting in the course of their duty
  • If you have a physical or mental illness or impairment, or a disability that means you cannot put on, wear or remove a face covering
  • If putting on, wearing or removing a face covering would cause you severe distress
  • If you are travelling with, or providing assistance to, someone who relies on lip reading to communicate
  • If you are travelling to avoid injury or escape the risk of harm, and you do not have a face covering with you

A full list is available on the Government’s website.
 
The reason why someone isn’t wearing a face covering may not be obvious, so please be considerate to others. We have joined other operators by producing a Journey Assistance Card you download here and print at home, if you would feel more comfortable travelling with this.
 
Please note, a face covering is not the same as the surgical masks or respirators used by healthcare and other workers as part of personal protective equipment. These should continue to be reserved for those who need them to protect against risks in their workplace, such as health and care workers, and those in some industrial settings.
 
Although we will continue to advise and encourage all customers to wear face coverings, please be aware only the police have the power to fine people who do not comply. Legally we cannot do anything other than remind people of the rules.
 
We would like to thank the majority of customers who have been following the government’s guidance.

What you can do to help:

We would urge all NET customers, and the public in general, to follow this advice from medical professionals:

  • Travelling at off-peak times (if possible) is a way to mitigate the risk of picking up an infection
  • Although it may not always be possible, particularly at peak times, try to sit in a quiet area, keep your distance from others, be aware of the surfaces and handrails you touch and wash your hands as soon as you can after getting off
  • Make sure that you wash your hands or use hand sanitiser regularly, and do not touch your face or bite your nails, especially when travelling
  • Cover your mouth and nose with a tissue when you cough or sneeze and dispose of it safely as soon as you can. If you do not have a tissue available, use the crook of your arm, not your hands or nothing at all!
  • If you do feel unwell with cold or flu-like symptoms, don’t put others at risk; self-isolate for at least seven days and seek medical advice if symptoms persist or get worse

Social distancing

Since 4 July the 1m plus rule has been in effect. This means people should leave a space of at least 1m between them, as long as other measures are in place, for example wearing a face covering.

 

What we’re doing:

Direct measures we’ve taken include stepping up our already thorough daily cleaning regime, both on board trams and at the depot, and a review of cleaning products to ensure the most appropriate disinfectants are being used.

We’ve also instructed all our drivers to open the tram doors and to stop at every stop, reducing the need for customers to touch surfaces.

Additional resources have also been allocated at the depot to enable specialist ‘deep cleans’ for trams as and when required. One of the ways you can help us to delay the spread of the virus is to purchase an e-ticket via our website or app instead of visiting our travel centre in the city centre and therefore reducing contact between people.

We are, of course, sharing all the latest health guidance with our employees, making sure they understand the advice to self-isolate if they show symptoms, providing hand sanitisers at key locations and cancelling all non-essential visits to the depot.

Our senior management team convenes daily to consider the latest advice and to liaise with the relevant health authorities and other partners as we strive to maintain a vital transport service.

Fare Changes: 

In these unprecedented times, we’re postponing the fare changes that should have taken effect from 29 March 2020. All of our current prices will remain unchanged until further notice. 

Call: 0115 824 6060
Facebook: /thetram.net
Twitter: @NETTram
Email: info@thetram.net 
Visit: www.thetram.net + live chat (average response time 40 seconds) 

We are dedicated in continuing to support our customers and therefore all of our services currently provided through our travel centre will continue to be available to our customers via the above contact methods. Our opening hours remain the same and can be seen below: 

Monday to Friday 6am – 10pm
Saturdays, Sundays & Bank Holidays 9am – 5pm

Thank you! 

Thank you to our customers for your cooperation and understanding. We have held off reducing services for as long as we can, but now find ourselves in a situation where we have no alternative.

We would also like to take this opportunity to also say a big thank you to all of our employees for their part in enabling us to continue running. 

Thanks also from us to all of the critical workers for doing their bit to help the country through these difficult times.

Downloadable Resources

Kids Colouring Tram - 1 (A4 - PDF)

Kids Colouring Tram - 1 (A4 - Paint)

Kids Colouring Tram - 2 (A4 - PDF)

Kids Colouring Tram - 2 (A4 - Paint)

Kids Colouring Tram - 3 (A4 - PDF)

Kids Colouring Tram - 3 (A4 - Paint)