Metrolink

 

FAQs

Please view our Frequently Asked Questions from the list below:

Are dogs allowed on the trams?

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We are happy for those who require guide or hearing dogs to travel with their dog.

What do I do if I experience a problem in purchasing a ticket?

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Please call Metrolink Customer Services on 0161 205 2000, or press the call button on the platform for assistance. Tickets can be purchased from any ticket machine from any platform to any destination. Do not board the tram without a valid ticket.

Can I purchase a ticket on the tram?

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Sorry, there is no facility to purchase a ticket once on board a tram. All tickets must be purchased from the ticket machines located at each stop, or by purchasing a Metrolink season ticket or a multi-modal ticket covering combined travel on buses, trams and trains within Greater Manchester. You can read more information about the range of multi-modal tickets.
http://www.tfgm.com/journey_planning/tickets_system_one.cfm?submenuheader=1

Which service do I need to board for The Lowry? And where do I get off?

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Board the ECCLES service and alight at HARBOUR CITY.

Do the stops and trams have disabled access?

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Yes, all stops are accessible by means of a lift or ramp. The central section of the tram is an area specifically designed for wheelchairs and prams. The sign on the platform shown below will tell you where to wait to board at the correct doors on the tram.


How do I get to the Trafford Centre?

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Board the ALTRINCHAM service, alight at STRETFORD. If travelling from ECCLES change at CORNROOK for an ALTRINCHAM tram. Passengers from Altrincham board any tram alighting at Stretford. The shuttle bus service stop is located by the car park (by Manchester bound platform). The shuttle operates every 20 minutes to the Trafford Centre, with an approximate journey time of 10 minutes.

Do you run extra services when there are concerts at the M.E.N Arena?

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Sorry, we usually operate our normal service, however dependent on the event capacity we may increase service capacity. Contact Customer services with the event details for further information.

Where can I purchase a Metrolink Season Ticket?

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Weekly, four weekly, quarterly and annual season tickets can be purchased from any ticket machine on the network. You’ll be asked to key in your Travel Club membership number into the ticket machine so make sure you have it with you when you make your purchase. You can also purchase weekly season tickets from any TfGM Travelshop.

How do I get to the Imperial War Museum?

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Board a tram for ECCLES and alight at HARBOUR CITY.

I am a Student aged 20. Do I qualify for reduced travel?

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Sorry, only 16-19 year old students attending College (not University) and who hold a current 16-19 Scholars Permit can travel at a reduced rate (see concessionary fares). The scholars permit must be carried while travelling.

I am aged over 60 and hold a Life Concessionary pass (commonly known as a bus pass). What ticket do I buy if I want to travel before 0930?

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Please purchase an adult fare when travelling prior to 09:30 Monday to Friday (excluding public holidays).

What are the opening and closing times TfGM Travelshops?

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Altrincham: Mon–Sat:

Sunday:
07.00 – 13.15
14.00 – 17.00
Closed
Ashton: Mon–Fri:
Saturday:
Sunday:
07.00 – 17.30
08.00 – 17.30
Closed
Bolton: Mon–Fri:
Saturday:
Sunday:
07.00 – 17.30
08.00 – 17.30
Closed
Bury: Mon–Fri:
Saturday:
Sunday:
07.00 – 17.30
08.00 – 17.30
Closed
Eccles
Mon–Fri:

Saturday:

Sunday:
07.00 – 11.15
12.00 – 15.00
08.00 – 11.15
12.00 – 15.30
Closed
Hyde: Mon–Sat:

Sunday:
08.30 – 13.15
14.00 – 16.00
Closed
Leigh: Mon

Tue–Thur:

Fri:

Saturday:

Sunday:
10.30 – 13.15
14.00 – 18.00
08.30 – 13.15
14.00 – 16.00
07.30 – 13.15
14.00 – 15.00
08.30 – 13.15
14.00 – 16.00
Closed
Middleton: Mon–Sat:

Sunday:
08.30 – 13.15
14.00 – 16.00
Closed
Oldham: Mon–Sat:

Sunday:
07.00 – 17.30
08:00 – 17.30
Closed
Piccadilly: Mon–Sat:

Sunday:
07.00 – 18.00
07:00 – 18.00
10:00 – 18.00
Rochdale: Mon–Sat:

Sunday:
07.00 – 17.30
08:00 – 17.30
Closed
Shudehill: Mon–Sat:

Sunday:
07.00 – 19.30
10:00 – 17.30
Closed
Stockport: Mon–Sat:

Sunday:
07.00 – 17.30
08:00 – 17.30
Closed
Wigan: Mon–Sat:

Sunday:
08.30 – 13.15
14.00 – 16.00
Closed
Wythenshawe: Mon–Sat:

Sunday:
08.30 – 13.15
14.00 – 16.00
Closed

I'm interested in purchasing a property, which I think may be on the planned route for the next phase of Metrolink, where can I find out more about the next phase?

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Please write to TfGM, Legal Services, 2 Piccadilly Place, Manchester, M1 3BG or fax the details to 0161 244 1303.

Can I take my bicycle on the tram?

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Sorry, bicycles are not allowed on Metrolink vehicles unless they are folded and fully covered.

I travel from Rochdale and my train tickets states the destination as Manchester Stns. Can I use this ticket on Metrolink in the city centre?

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The ticket must state the destination as Metrolink CTLZ. Ask when purchasing your rail ticket for a Metrolink add-on stating your destination. This costs no more, but allows you to travel in the City Zone on Metrolink.

I will be travelling from Mouldsworth on a Sunday and want to get to Manchester but the train only goes as far as Altrincham. Can I use my train ticket on Metrolink to travel from Altrincham to Manchester?

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Yes, on Sundays only, unless otherwise advertised.

Who do I write to if I have a complaint about Metrolink?

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Please write to Customer Services, Metrolink House, Queens Road, Manchester, M8 0RY

Can I purchase Metrolink memorabilia, such as a model of the tram?

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No, sorry, we do not have this facility at present.

Who do I contact about lost property?

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Contact Metrolink Customer Services on 0161 205 2000 or fill in the on-line comments form.

How long have I got to claim my lost property?

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Lost property is retained for a period of one calendar month. See the lost property section of the web site for more details.

I will be travelling by train from outside the Greater Manchester area i.e. London and I want to take the Metrolink to Old Trafford. Can I purchase a combined rail and Metrolink ticket?

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Yes, travelling from anywhere in the country you can purchase a combined ticket to any Metrolink stop, ask for this when purchasing your rail ticket.

Do you run extra trams when there is football at old Trafford?

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We always plan the service in advance and wherever possible enhance the service.

Can I purchase a half-yearly season ticket?

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No, sorry but we do have a choice of four weekly, quarterly or annual tickets.

Can I appeal against the issue of a Standard Fare?

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Yes, in writing within 21 days of the date of issue, giving full details of the reasons why you feel you should not be liable to pay the standard fare. Send your letter to Revenue Recovery Services, PO Box 113 Manchester M8 0JR.

Any appeals received after 21 days from the date of issue will not be considered.

If I travel from any stop on the Altrincham line and want to go to Bury or vice versa on a Sunday, do I have to change trams at Piccadilly Gardens or do you run direct services as in the week?

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Sorry, we do not operate any direct services on a Sunday you will need to change at Piccadilly Gardens.

Do I have to pay for a child under 5?

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Under 5's travel free. Children 5 years – 16 years old and above pay the child fare.

Who is the governing body of Metrolink?

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TfGM, 2 Piccadilly Place, Manchester, M1 3BG, 0161 244 1000.

Is your CCTV at the stations just monitored or do they record?

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The stations are monitored 24 hours a day by Control Room staff, each CCTV camera is constantly recording 24 hours a day.

If I need to speak to the driver, can I press any of the emergency call points on the tram?

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Yes, but only in an emergency please.

Can I get to North Manchester General Hospital on the tram?

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Yes. If you are travelling from the City board the Bury service and from Bury any service, alight at Crumpsall. If you are travelling from Altrincham, ideally you should board the Bury service or alternatively board the Piccadilly service and change to the Bury tram at Piccadilly Gardens. Travelling from Eccles, change at Piccadilly Gardens to the Bury service. The Hospital is approximately a 15-minute walk from Crumpsall station or alternatively you can take the bus from Crumpsall Lane, bus No 149, which runs quarter to and quarter past the hour.

Can I get to Hope Hospital on the tram?

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Yes, board the Eccles service and alight at Ladywell. The Hospital is approximately a 15-minute walk from the Ladywell Stop.

Who do I contact if the lifts are not working at a stop?

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Please call Metrolink Customer Services on 0161 205 2000 or press the Passenger Emergency call point for assistance.

Can I only buy a ticket from the platform I'm travelling from?

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Tickets can be purchased from any ticket machine from any platform to any destination.

Who do I contact if a ticket machine is not working?

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Customer Services on 0161 205 2000.

Are all stops on the new Chorlton line fully accessible?

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All of the new stops are fully accessible with ramps and lift access.

Why is the service from my stop (St Werburgh's Road, Chorlton & Firswood) only a 12 minute service when you have previously advertised it as a 6 minute service?

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We will initially be running a 12 minute frequency. Once the new Tram Management System is implemented it will increase to the previously advertised six minute service later this year.

What will the frequency of the new Chorlton Line be?

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Monday to Saturday every 12 minutes.
Sundays every 12 minutes between 0900 and 1730, every 15 minutes at all other times.

What will be the first and last tram times on the new Chorlton Line?

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From Victoria to St Werburgh's Road services will operate between 05:28 to 23:28 Monday to Thursday, 05:28 to 00:28 Friday and Saturday and 06:28 to 22:28 Sundays/Bank Holidays.

More detailed information will be available on the website and on stations for when the service opens or you can contact Customer Services 0161 205 2000.

What will the fares for the new Chorlton Line be?

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Fares from St Werburgh's into Manchester Victoria will be up to £3.50 for an adult peak return, the full fare listing will be available on the website for when the service opens or you can contact Customer Services 0161 205 2000 for more specific information.

What is the new service opening on the Chorlton Line?

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The new service will run from St Werburgh's Road to Victoria.

Is there a way I can save money?

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You could buy a season ticket before the fares change on 3 January, but season tickets will still offer the best value for money even after the changes come into effect.

Season tickets continue to provide significant savings compared to purchasing daily tickets. They offer unlimited travel 7 days per week for the specific journey. Adult and child weekly and four weekly season tickets are available from Paypoint outlets and TfGM Travelshops across Greater Manchester (apart from short hop journey season tickets). The full range of season tickets (weekly, four weekly, quarterly and annual tickets) can be purchased from any ticket machine across the network.

For lengthier journeys a saver ticket may offer some significant savings. Saver tickets offer unlimited travel 7 days a week across the network.

How can Metrolink justify this rise?

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For passengers, there is no ideal time to increase fares but any change will always be the least it can be to meet the growing costs of running, improving and expanding the network. Over the past three years, we have replaced the track in the city centre, ensuring it is more robust in order to cope with additional services running on the new lines. We have introduced new ticket vending machines at all stops, as well as new, state of the art, trams across the network.

In addition, we have refurbished lifts and made significant improvements to stops in the city centre and on the Altrincham, Bury and Eccles lines. We've made improvements to car-parking facilities, introduced bike lockers and installed new seating and shelter facilities.

We have opened a new stop at Abraham Moss, as well as three further stops on the South Manchester line, namely Firswood, Chorlton and St. Werburgh's Road. Work continues to deliver new lines to Oldham / Rochdale, Ashton, via Droylsden, Didsbury and Manchester Airport, via Wythenshawe.

We've made improvements in passenger safety and security on the network. We've increased the numbers of Passenger Service Representatives tackling fare evasion and anti-social behaviour, as well as providing a visible presence on the network and delivering a greater standard of customer service to our passengers.

On what grounds have the increases been agreed?

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The Transport for Greater Manchester Committee approved the rise in order to deliver the additional revenue required for the investment in improvements to the existing system and expansion of the network that will make it the largest system of its kind in the country. The expansion will create new lines to Oldham and Rochdale town centres, Ashton-under-Lyne, East Didsbury and Manchester Airport via Wythenshawe, and the Second City Crossing.

Councillor Andrew Fender, Chair of the committee, said: "For passengers, there is no ideal time to increase fares but any change will always be the least it can be to meet the growing costs of running, improving and expanding the network.

"All the money we raise from fares goes back into the network in some way, but Metrolink is no more immune to inflation than anyone else and the Retail Price Index, which is the benchmark for the annual fare review, indicates how much costs and prices have changed in the past year.

"In simple terms, what cost us £100 last year now costs us £105 and we have to make up that difference."

For more information on the Metrolink fare strategy/review, a public report can be found here:
http://www.transportforgreatermanchestercommittee.gov.uk/downloads/file/4213/item_10_metrolink_fares_part_a

Who has made this decision?

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The Transport for Greater Manchester Committee.

How much will my ticket cost after the increase?

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To see how the increase will affect your journey visit our website at www.metrolink.co.uk and look at our fares calculator.

Have any tickets got cheaper?

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Yes. In several cases child fares will reduce.

Are there any fares that will not change?

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There will be no increases to weekend, family or child tickets. In several cases child fares will reduce. Child fares will have been frozen since 2007 and the price of family tickets will have been frozen since 2008. Some season tickets and daily tickets will not be changing either.

How will this affect season tickets?

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The changes will vary based on the origin and destination stops of your journey and whether you buy a weekly, four weekly, quarterly or annual ticket. However, some season tickets are not changing at all.

Season ticket fares will change for cross-city journeys to reflect the longer distance travelled compared to journeys that end in the city centre. Currently, for example, passengers travelling from Altrincham to Bury will pay the same fare as passengers travelling from Altrincham to the city centre only.

What's new?

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'Next stop' fares, already in place on the new Chorlton line, will be introduced across the network to encourage short-hop journeys between stops. Short hop fares will be introduced on a line by line basis and better reflect the journey being made.

How much are fares going up?

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Fares will go up by an average of 6%. The increases are dependent on ticket type and journey. Some may be higher or lower than 6%. Some will not actually change.

When will the fare increases be introduced?

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The increase in Metrolink fares will come into effect on 3 January 2012.

Are the CCTV cameras monitored 24 hours a day?

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Yes, all stops are monitored 24 hours a day by Control Room staff.

In an emergency situation, can I speak to the driver?

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Yes, there is an emergency call button located on the tram where you can contact the driver in an emergency.

Are trams covered by CCTV?

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Yes, all our vehicles are covered by CCTV.

Where can I purchase daily Metrolink tickets?

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Daily Tickets can only be purchased from the ticket machines on every platform. We offer tickets for single and return journeys, during peak and off peak periods. If you are travelling before 9:30am Monday – Friday you’ll need to purchase a peak ticket. Off peak tickets are valid from 09:30am Monday – Friday, all day Saturday and Sunday and Bank Holidays.

Single journeys must be completed within 90 minutes of the time printed on the ticket. This also applies to the outward journey on a return ticket. Return tickets are only valid on day of purchase.

Adult, child and family Saver tickets can be purchased from the ticket machines on every platform and offer unlimited travel across the entire network.

Can I travel without a ticket?

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No, it is an offence to board a tram without a valid ticket. Tickets can be purchased from any ticket machine on any platform, from selected PayPoint outlets or TfGM Travelshops.

How do I make a complaint?

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You can call Metrolink Customer Services on 0161 205 2000, or alternatively you can email the team at customerservices@metrolink.co.uk or you can write to Metrolink Customer Services Metrolink House, Queens Road, Manchester, M8 0RY.

How do I purchase a Metrolink season ticket?

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You’ll need your Travel Club membership number to purchase your first season ticket. If you are not already a member call into any TfGM Travelshop or post a completed application form and a passport sized photograph to Metrolink Ticket Services, TfGM Travelshop, 108 Church Street, Eccles, Manchester, M30 0AB. You can also purchase weekly season tickets from any of the TfGM Travelshop.

Where can I get a Travel Club membership application form?

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Download our application form from the Tickets page on our website. http://www.metrolink.co.uk/pdf/tickets/09-1198-Metrolink%20Travel%20Club%20Appli%20Form.pdf

How can I renew my season ticket?

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Season tickets can be renewed on the new ticket machines on platforms. Simply type in your Travel Club membership number and select the season ticket you want.

Can I purchase a half yearly season ticket?

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No, sorry but we do have a choice of weekly, monthly, quarterly or annual tickets, available any ticket machine or at any TfGM Travelshop.

I am 14. Can I purchase a child fare?

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Yes, as long as you have an I-Go card or other form of proof of age.

I am a student. Do I qualify for cheaper tram travel?

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Sorry, only 16-19 year old students attending College (not University) and who hold a current 16-19 Scholars Permit can travel at a reduced rate. The scholars permit must be carried while travelling. Please click the link for further details http://www.metrolink.co.uk/tickets/concession.asp

I am aged over 60 and hold a Greater Manchester Concessionary Travel Permit. Do I need to buy a ticket to travel on the Metrolink?

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With your Concessionary Travel Permit you can travel on Metrolink for free between 9.30am and midnight Monday to Friday, and all day at weekends and on public holidays. Your Concessionary Travel Permit is your ticket to travel. Please ensure you have your Concessionary Travel Permit with you during your entire journey.

When travelling before 9.30am Monday - Friday excluding public holiday please purchase an Adult Single fare for your journey.

If you have a train ticket from any station within the Greater Manchester boundary and your journey involves changing at a train station in Manchester after 09.30am, you can travel free on Metrolink trams in the city centre (Piccadilly - Victoria – Deansgate-Castlefield, and all the tram stops in between). Your ticket must state the destination as Manchester CTZL. Ask when purchasing your train ticket.

You cannot use your Concessionary Travel Permit on trains outside Greater Manchester.

I have a Concessionary Travel Permit from outside Greater Manchester. Can I travel for free on Metrolink?

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No, sorry. The Concessionary Travel Permit only permits travel in the region is was issued from. You must buy a ticket before travelling on Metrolink.

I have bought a train ticket that states Manchester Stations as the destination. Can I use this on the Metrolink in the city centre?

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The ticket must state the destination as Metrolink CTLZ. Ask when purchasing your rail ticket for a Metrolink add-on stating your destination. This costs no more, but allows you to travel between Deansgate-Castlefield, Piccadilly and Victoria on Metrolink.

Can I buy a combined rail and Metrolink ticket?

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Yes, travelling from anywhere in the country you can purchase a combined ticket to any Metrolink stop. Ask for this when purchasing your rail ticket.

Do the trams run to a different frequency during the weekend?

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Yes, service patterns operate differently at the weekend. Check Tram Times for more details.

What is the Standard Fare?

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All passengers must be in possession of the correct ticket, pass or season ticket before boarding a tram. Any passenger who is unable to produce a valid ticket when requested to do is liable to pay a Standard Fare charge.

The Standard Fare charge of £100 must be paid within 21 days. Any payments received within 14 days of the date of issue will benefit from 50% reduction and will be charged £50. Metrolink will commence legal proceedings if no payment has been received within 21 days of date of issue.

How do I pay my Standard Fare?

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You can pay the Standard Fare in person at any of the following TfGM Travelshops. See http://metrolink.co.uk/contactus/faqs/times/ for opening times.

Piccadilly GardensAltrincham
Bury InterchangeShudehill
Eccles

You can make a payment by cheque or postal order made payable to Metrolink. Please send toRevenue Recovery Services, PO Box 113, Manchester M8 0JR. Please enclose a stamped addressedenvelope if you require a receipt. DO NOT SEND CASH THROUGH THE POST.

You can make a payment by credit / debit card on the telephone. Please call Revenue Recovery Services on 0161 202 0955 between 07:00 and 19:00 Monday – Friday.

Can I use my mobility scooter on the tram?

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Sorry, mobility scooters are not allowed anywhere on the Metrolink system unless they are folded and fully encased.

If your question has not been answered within our FAQs please submit your enquiry using the General Enquiry Form.