Transport User Voice – May 2022 – Tyne Tunnel

28 April 2022

A new partnership

Transport Focus has been asked by TT2 to carry out an independent review of how it handles complaints from users of the Tyne Tunnel.  

TT2 operates the A19 Tyne Tunnel (two two-lane toll tunnels beneath the River Tyne) on behalf of the North East Combined Authority.  

Once the review is complete, we will assess what areas of improvement can be made to the complaints process. We will also look at setting up an independent survey of road users’ experiences with using the tunnels. This will help to pinpoint further areas of development and gauge customer satisfaction over time.   

The crossing made the switch to a cashless ‘free flow’ model last November, monitored by cameras linked to vehicle registration data, in order to reduce journey times, congestion and CO2 emissions.  

Philip Smith, chief executive of TT2, welcomed the partnership and the advice and guidance Transport Focus can provide on improving the customer experience. “Their breadth of knowledge and insight is unparalleled in Great Britain and they are best placed to act as the voice of the customer,” he said.   

Anthony Smith, chief executive of Transport Focus supported this, saying “we need to make customer satisfaction a priority and understand what developments can be made to improve the overall experience for the thousands who use the tunnel every day.” 

Transport Focus has previously reviewed the customer experience of those who use the Dartford Crossing, connecting the M25 in Essex with the motorway in Kent. We provided suggestions to National Highways on how the ‘Dart Charge’ is publicised and ways to improve users’ experience in paying it.   


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