Last updated: Tuesday 01 April 10:56
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.
NET will continue to operate unless advised otherwise by the Government, but we are having to make 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 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/coronavirusService 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.
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.
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.
Call: 0115 824 6060
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
Season ticket holders:
We are currently reviewing our processes to ensure the best solution for customers. However, if you already have a season ticket and are not using it you do not need to do anything at this stage.
When you do use your card again, we’ll check when it was last used and if this hasn’t been for at least four consecutive weeks from March 16, we’ll add a minimum of four weeks onto the expiry date.If your pass expires before you return to the tram, you will still be entitled to an extension. This extension also applies to tram2work customers.
If you need to renew your pass now, please email email@example.com for full instructions.
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
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 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.
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