West Midlands MetroReviews of westmidlandsmetro.com

I'm disabled and use my freedom pass around the UK . I'm aware Freedom pass cannot be used on all public transport but I check West Midlands Metro website and is said yes you can use it on the WM Metro ( this was 19 May 2025) when I tried to use it the conductors said I couldn't. I showed him the website and he wouldn't look. He then proceeded to block me from sitting down I use a walking aid . My carer paid the fare. The next stop a man approx 30 not visibly disabled said he had lost his ticket. The conductor used his discretion and permitted him to travel without a ticket I'm aged 65 visibly disabled and he blocked me with his body and prevented me from sitting down. Subsquently I put in a complaint and the website was corrected to show you couldn't use a Freedom pass. They admitted the website had incorrect info. So yes the conductor was correct but why did he block me from sitting down and why did he allow a non physical disable person to travel without any issue.? He wouldn't look at the information I was relying on . West Midlands Metro Corporate complaint took 7 months to give a final response - For them to say the conductor was correct in blocking from me taking a seat. Extremely poor customer service and poor and discriminatory corporate governance and poor communication on a website that passengers rely on for accurate information

Extremely poor and unacceptable tram service. There are delays almost every day, stops are frequently changed without proper notice, and passengers are left waiting more than 30 minutes with no clear information. There is no fixed timetable, no proper communication, and the service is completely unreliable. This level of management is very disappointing and causes serious inconvenience to daily commuters. Immediate improvement is needed.

We both showed our valid daytripper tickets at Edgbaston Village - at the very start of the tram's journey. The conductor was pleasant at that point and not only saw the tickets but also had a brief conversation with us. So, that was fine. Therefore, it is somewhat odd that about half an hour later the same conductor asks to see my ticket again (as if not seen before), has no recall of our conversation at Edgbaston Village and dislikes me showing the ticket again - despite having asked to see it again. That did not make sense. It then became intimidating because the conductor would not leave it, going on and on about themselves. The valid ticket was shown and accepted twice. So, I wonder why the hassle... Actual faredodgers need to be dealt with - not creating stress for legitimate travellers.

Be careful if you are waiting on a platform (some of which form part of walkways such as pavements) that you avoid being harassed by conductors (not on a tram) who think you have to show a ticket or pass whilst on the platform i.e. whilst not on the tram. The harassment has become alarming - NB. I do not have to present my pass until I'm either boarding or actually on a tram. They even assumed I wanted to get the tram coming in - no, I did not and didn't. Further, I had to explain that I was busy working - they pulled the stunt of griping that they didn't know; well, I'm not obliged to announce it. It's not their business - I am not on the tram. Very bizarre behaviour on their part.

Disgusting service Trams running with severe delays. Timetables not working and nobody bothers to make an announcement about when the next tram is coming. Ended up waiting half an hour They don't even have a direct customer service number, how convenient when you are providing a Disgusting service

Got on the tram with a 20 pound note as it was the only money i had and was told it would not be accepted. The tram had already departed from my stop and i was told that i needed to change it. I was already late for work. How can cash be denied?? Any money is money, not everyone uses card!!!! Fuming to say the least!!!

Public transport needs to be cheap, safe and reliable. How many times was the whole service suspended in 2022? How many years to build a 700m extension? How many days has the Bilston Central lift actually worked? Expensive, inflexible, dirty trams, broken down trams, hours to clear blocked tracks, filthy tram stops (for god sake put some litter bins in!), unsafe - right beside night clubs with rowdy drunken revellers, and little confidence they’ll actually get you to where you are going. Today I witnessed a conductor hectoring - almost bullying - a passenger who was just trying to pay his fare. Laughably, the route maps are mostly the wrong way round in the trams. And by the way, you don’t have to plan your route when there’s only one line.