We fully understand the recent reliability problems on the Tyne and Wear Metro system has left passengers frustrated.
Major disruption and delay is something that all of us at DB Regio Tyne and Wear are working tirelessly to avoid as we deliver Metro services on the behalf of Nexus.
In reply to the chair of Tyne and Wear Public Transport Users Group (News Guardian, January 22), we are striving to deliver the best possible service for our passengers and punctuality has since improved, despite being hampered by two recent issues with power supply cuts.
Getting passengers to where they need to be on time is our utmost priority and when delays occur, our performance is penalised under the service level agreement that we have with Nexus – so it benefits no one.
Metro is the most frequent train service outside of London and the cheapest anywhere in the country. The 2015 fares went up below the rate of inflation.
As part of its long term strategy, Nexus will be continuing to work with local councillors, MPs and passenger groups to make a strong case for government funding to replace existing fleet of Metro trains, which are 35-years-old.
In the meantime, Nexus is making extra resources available at the Metro depot to boost train maintenance and reliability.
We thank passengers for their continued understanding and apologise for any inconvenience caused when delays do occur.
DB Regio Tyne and Wear