Transport watchdog to help improve Tyne Tunnels complaints process  

28 March 2022

The voices of Tyne Tunnels users are set to be heard more loudly and clearly, thanks to the appointment of an independent transport watchdog.

Tunnels operator TT2 has appointed Transport Focus to carry out an initial full review of how complaints are currently handled, and make recommendations to improve the process.

Once the review is complete the watchdog will work with TT2 to ensure that improvements for motorists are taken on board.

In addition, Transport Focus is also working towards setting up an independent survey of customers to help pinpoint any further areas for improvement and gauge overall customer satisfaction.

Chief executive of TT2, Philip Smith comments: “We welcome any advice and guidance Transport Focus can give us to improve 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.”

“This doesn’t change the way that people need to feedback to us, but they can do so in the confidence that an independent statutory body is listening to motorist concerns.”

Chief executive of Transport Focus, Anthony Smith said: “This new partnership with TT2 should come as welcome news to all drivers who use the tunnel.

“By being involved in the oversight of the complaints and mediation process, road users can feel assured that they are being heard. In the long term, 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.”

In November 2021, TT2 switched to a cashless operation of open road tolling, monitored by vehicle registration cameras. As a result of this, journey times, congestion and C02 emissions have all been reduced.