The voices of frustrated Tyne Tunnel users are set to be heard 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.
Read more: Tyne Tunnel toll increases by 20p for some vehicles from next month
Transport Focus are 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, said: “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, added: “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 their voice is being heard.
“We look forward to helping TT2 understand what it can do 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.
Transport Focus, formerly Passenger Focus, is an independent watchdog for transport users across the country. Although they predominantly focus on public transport such as buses, rails and trams, they also represent users of England’s major roads.
