We're switching to WhatsApp to make it easier for Metro passengers to report issues
A system for customers to report issues on the Tyne and Wear Metro by sending a discreet text message is switching to WhatsApp, making it easier and free for customers to use.
This new WhatsApp number - 07345 222 710 - is now live, replacing the current 66777 alert number completely.
This change removes the network charges that customers pay when sending a text to 66777. Customers will also be able to send relevant images and video footage to support the report at no extra cost.
To enable non-WhatsApp users to access the service, and to maximise connectivity, SMS text messages can also be sent to the new number.
The new number, 07345 222 710, along with details of a dedicated Metro safety website page, will be prominently displayed on Metro trains and stations, and customers can also get quick access to it by saving the number on their phone.
Metro operator Nexus said that the new service will make it much simpler for customers who need to make a report. In the event of an emergency, people should still dial 999 and dial 101 for non-emergency situations that require the police to attend straight away.
The ‘Report It’ function on the Pop App will also allow customers to make reports in the same way.
The team says WhatsApp will make it much simpler for customers to directly raise a report to Metro staff, as the messages won’t need to include the ‘REPORTIT’ wording before being sent.
Cathy Massarella, Managing Director of Nexus, said: “We are making a big change to our text alert system, which is now a free to use WhatsApp number.
“This will make it far easier for customers to report something directly to our Metro control room, if they need to.
“It means customers will no longer pay a network charge for sending a text message to our old system. The new system is also available on our Pop App.
“We have ensured that customers who don’t have WhatsApp can send text messages to the new contact number too.
“We are determined to ensure that Metro is a safe and secure environment for our customers to travel on. This is a vital tool for customers to be able to make direct and discreet contact with us if they need to report anything of concern when travelling with us.
“We have already invested hugely in policing, extra security and new CCTV cameras across our infrastructure, and we work closely with the police to deal with any crime or anti-social behaviour which occur.”
Nexus is in the process of updating signage across the Metro system to reflect the change.
From February, customers should message the Metro WhatsApp number 07345 222 710 to make a report with the details of the anti-social behaviour being reporting. This could be anything from vandalism, graffiti, rowdy behaviour and holding doors open, to abusing and threatening other customers or employees.
The system then sends an alert directly to the customer service desk at Metro’s South Gosforth control room so appropriate action can be taken.
Customers who do not have WhatsApp can still text the new number, make a report via the Pop App, by using a station Help Point or the call for aid button on board the Metro train.