Metro operator DB Regio has admitted its performance ‘wasn’t good enough’ as thousands faced travel chaos on Great North Run day.
There were delays throughout the system on Sunday, before and after the half-marathon, which is the system’s busiest day of the year.
Nexus, the public body which owns and manages the system, yesterday demanded answers from DB Regio as to what went wrong in the ‘planning and delivery’ of the day.
The operator has now issued an apology, and has pledged to work with Nexus to avoid similar problems in the future.
Sharon Kelly, managing director at DB Regio Tyne and Wear, which operates the Metro on behalf of Nexus, said: “We apologise for the level of delay and disruption experienced by our customers on Sunday.
“The Great North Run is our busiest day of the year which we prepare for months in advance working with our client Nexus.
“Despite delivering 77 extra trains and putting in place additional volunteer staff to cope with the added pressure of more runners and spectators using the service, along with fans travelling to the football match in Sunderland, performance wasn’t good enough.
“We are committed to delivering Metro services for this event in the future and will work together with Nexus as part of their review to ensure this situation does not happen again.”