Mayor apologises to Manchester mum told her baby was too young to use family Metrolink ticket
Andy Burnham has apologised to a mum who was told her baby was too young to use a family Metrolink ticket.
Andy Burnham has apologised to a mum who was told her baby was too young to use a family Metrolink ticket.
Droylesden mum-of-two, Cassie, was told twice by Transport for Greater Manchester (TfGM) staff that she could not buy a £7.10 family travelcard for herself, her husband, baby, and toddler — as her children were too young.
After Cassie contacted the Local Democracy Reporting Service, TfGM said the wrong information had been issued. Now, mayor Andy Burnham has apologised to her.
He told BBC Radio Manchester on Thursday (April 17): “I was given a line from TfGM [on this]. The customer who raised this issue was given incorrect information by the inspector and TfGM will be making all staff aware there’s no minimum age for children on this type of ticket.”
He added: “I would like to apologise to Cassie. I am sorry this was your experience when you have done things right and I am sure TfGM will be making things right.”
Cassie raised the issue after she took the tram from her Tameside home to the city centre for church in early April. During the journey, an inspector said under-fives travel for free on Metrolink trams — so Cassie and her husband should each buy an adult day ticket instead, worth £8.60 in total.
“I felt shocked,” Cassie explained. “Obviously we are a family… I do not know how we are not a family.”
‘Shocked’ Cassie then checked TfGM’s Bee Network website, which said ‘there is no minimum age for children travelling on a family ticket’, leaving her confused — so she spoke to a Bee Network customer service representative.
The staffer again said ‘you would need to purchase two adult tickets as under-fives travel for free’ so ‘you need to ensure you have the correct tickets when travelling to avoid a penalty’, meaning Cassie was told twice she couldn’t use the travelcard.
As well as the mayor’s apology, Fran Wilkinson, TfGM’s customer and growth director, also issued a statement to the LDRS clearing up the situation.
She said: “Bee Network family tickets can be used by a group of one to three children accompanied by one or two adults when travelling together, and there is no minimum age for children travelling on this type of ticket.
“It appears that the customer who has raised this issue was given the incorrect information by a member of our team.
“We’re sorry [for] any confusion this has caused and will be making sure that all staff are aware that there is no minimum age for children travelling on a family ticket.”