Covid-19 advice for tram customers

Last updated: Tuesday 15 May 09:33

We understand that people are concerned about exposure to coronavirus (COVID-19) while using public transport and would like to assure them that the safety and wellbeing of customers and employees remains our highest priority.

During this rapidly evolving situation we are following the latest general advice issued by Public Health England on reducing the spread of the virus.

The current advice is to travel only if and when essential. NET will continue to operate unless advised otherwise by the Government, but we have made some changes to the frequency of our service.

Please see our latest updates below, along with more information on what we’re doing to help reduce the spread of the virus. 

Please travel only if your journey is essential. do not travel if you are feeling unwell with symptoms of coronavirus, including a new continuous cough or high temperature. For more information and advice please visit gov.uk/coronavirus

Face coverings:

If you can, wear a face covering if you need to use the tram.


There are some circumstances when wearing a face covering may be marginally beneficial and evidence suggests that wearing one does not protect you, but it may protect others if you are infected but have not yet developed symptoms. Therefore, wearing a face covering is advised when travelling on public transport, or when spending short periods of time in other enclosed environments where social distancing may be difficult.

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.

Wearing a face covering is optional and is not required by the law. If you choose to wear one, it is important to use face coverings properly and wash your hands before putting them on and after taking them off. Details of how to wear a face mask properly, and how to make your own, can be found here.

Season ticket holders:

If you have a three or twelve month season ticket you are entitled to get back all the travel you have paid for but been unable to use. To ensure you receive a full extension, contact us before you start using your pass again. Please call 0115 824 6060 or email info@thetram.net

Extensions will be given where the card has not been used for at least four consecutive weeks since 16 March. If your pass has expired or is due to expire before you start using the tram again, please get in touch using the details above, as soon as possible.

Service Levels: 

The number of people travelling has reduced as people follow government advice and avoid non-essential use of public transport. We recognise however that some people still need to travel and you need certainty from us on what services we can provide. As of Tuesday 24 March 2020, a Sunday timetable will operate throughout the week:

6AM – 7AM: every 15 minutes
7AM – 7PM: every 10 minutes
7PM – 11PM: every 15 minutes

We are reviewing the situation daily, and should further timetable changes become necessary we will provide notice to all passengers via our website, newsletters and social media channels. 

Clap for Carers

 

Please note we will be stopping trams for two minutes at 8pm every Thursday so that our drivers can show their support for the NHS and all key workers.

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. 

Travel Centre: 

The safety and wellbeing of customers and employees remains our highest priority. With this in mind our travel centre will be closed as of 24 March 2020 until further notice. 

Our website and call centre are both operating normally and are not expected to be impacted. You can contact us as normal via phone, email or webchat. If circumstances change and we do need to close our call centre as a result of the coronavirus pandemic, we will update our website with details of how best to contact us.

Clap for Carers Please note we will be stopping trams for two minutes at 8pm every Thursday so that our drivers can show their support for the NHS and all key workers.

Travel Centre 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

Concessionary passes valid at all times from 19 March: 

We’ve joined other local transport operators and local authorities in enabling concessionary pass holders free travel 24 hours a day, to help them access shops and services earlier in the day.

With an increasing number of people working from homes and schools and colleges set to close at the end of this week, the public health risk of older people travelling at peak times has reduced. We ask all customers to please continue to be extra mindful of other passengers, and follow NHS advice to reduce risk of spreading the virus.

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

Posters have gone up in all our trams showing where passengers should sit or stand to ensure a 2m gap between themselves and others.

 

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.

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)