Advice on Penalty Fare - Newcastle Metro

[NewcastleFan12]

On March 21st, I was issued a penalty fare while travelling from Newcastle Airport to Gateshead. I had purchased a ticket from the kiosk at the airport, but I unfortunately lost it during the journey.

When I explained the situation to a staff member, I was still issued a penalty fare. At the time, I was told to wait for a letter from collections to understand my options for appealing.

However, the first letter I’ve now received is an overdue penalty notice, and the amount has increased by around £50. I haven’t received any prior communication about how to appeal before this.

I’ve only recently moved to the UK, so I’m not very familiar with how this process works. Has anyone experienced something similar, or can advise on the best next steps here?

 

[Andymo]

There are no kiosks on the Metro. Did you purchase from a machine and if so by bank card?

 

[WesternLancer]

On March 21st, I was issued a penalty fare while travelling from Newcastle Airport to Gateshead. I had purchased a ticket from the kiosk at the airport, but I unfortunately lost it during the journey.

When I explained the situation to a staff member, I was still issued a penalty fare. At the time, I was told to wait for a letter from collections to understand my options for appealing.

However, the first letter I’ve now received is an overdue penalty notice, and the amount has increased by around £50. I haven’t received any prior communication about how to appeal before this.

I’ve only recently moved to the UK, so I’m not very familiar with how this process works. Has anyone experienced something similar, or can advise on the best next steps here?

welcome

Others who know more about the Newcastle Metro will know more than me but I fear the information about how to appeal would have been on the Penalty Fare you were issued with on the day (eg printed on the back) - do you still have any paperwork from what was issued to you when you were given the Penalty Fare? if so can you share a copy of it here (remove any personal details or ref number)

It's not usual for UK transport operators to issue Penalty Fares and then write to people afterwards to tell them how to Appeal (but maybe Newcastle Metro does do this?) - so it looks like the 21 days deadline to appeal mentioned below ran out on 11 or 12 April 2026

This is what it says on their website about Penalty Fares and Appeals

Penalty Fares | nexus.org.uk

A Penalty Fare is £100 plus the price of the full single fare applicable for you

www.nexus.org.uk

Copy of that page:

A Penalty Fare is £100 plus the price of the full single fare applicable for your intended journey. However if it is paid within 21 days, the Penalty Fare is reduced to £50 plus the price of the single fare applicable.

• If you fail to pay the Penalty Fare you may be prosecuted. Conviction would result in a financial penalty being imposed.

Payment can be made

• Online at payments.nexus.org.uk
• Card payments can be made by calling our 24 hour automated payment line on 0191 8147699
• By post to: Customer Relations, Nexus, Nexus Head Office, The Spark, Newcastle Helix, St James Boulevard, Newcastle upon Tyne, NE4 5DE. Please make your cheque or Postal Order made payable to 'Nexus', enclose your Penalty Fare Notice with payment. Please note that this office is not open to the public.
• On the spot payments ceased on the 30 October 2022.

Appealing against your Penalty Fare

You do have a right to appeal a Penalty Fare. This must be made in writing within 21 days, beginning with the day following the day on which the penalty fare is charged. You should include the following information:

• Your name and address
• Your Penalty Fare number
• Why you did not produce a valid ticket or another authority to travel.
• Time and place where your journey began.
• Time and place where your journey ended.
• Any further information you have to support your explanation.

Send your appeal to:
Penalties Services,
12 Deben Mill Business Centre,
Old Maltings Approach,
Woodbridge,
IP12 1BL.

Or appeal electronically at penaltyservices.co.uk

 

[NewcastleFan12]

There are no kiosks on the Metro. Did you purchase from a machine and if so by bank card?

Ticket was purchased at the machine before entering the gated area at the Newcastle airport. Unfortunetly, paid with cash.

== Doublepost prevention - post automatically merged: 15 Apr 2026 ==

welcome

Others who know more about the Newcastle Metro will know more than me but I fear the information about how to appeal would have been on the Penalty Fare you were issued with on the day (eg printed on the back) - do you still have any paperwork from what was issued to you when you were given the Penalty Fare? if so can you share a copy of it here (remove any personal details or ref number)

It's not usual for UK transport operators to issue Penalty Fares and then write to people afterwards to tell them how to Appeal (but maybe Newcastle Metro does do this?) - so it looks like the 21 days deadline to appeal mentioned below ran out on 11 or 12 April 2026

This is what it says on their website about Penalty Fares and Appeals

Penalty Fares | nexus.org.uk

A Penalty Fare is £100 plus the price of the full single fare applicable for you

www.nexus.org.uk

Copy of that page:

A Penalty Fare is £100 plus the price of the full single fare applicable for your intended journey. However if it is paid within 21 days, the Penalty Fare is reduced to £50 plus the price of the single fare applicable.

• If you fail to pay the Penalty Fare you may be prosecuted. Conviction would result in a financial penalty being imposed.

Payment can be made

• Online at payments.nexus.org.uk
• Card payments can be made by calling our 24 hour automated payment line on 0191 8147699
• By post to: Customer Relations, Nexus, Nexus Head Office, The Spark, Newcastle Helix, St James Boulevard, Newcastle upon Tyne, NE4 5DE. Please make your cheque or Postal Order made payable to 'Nexus', enclose your Penalty Fare Notice with payment. Please note that this office is not open to the public.
• On the spot payments ceased on the 30 October 2022.

Appealing against your Penalty Fare

You do have a right to appeal a Penalty Fare. This must be made in writing within 21 days, beginning with the day following the day on which the penalty fare is charged. You should include the following information:

• Your name and address
• Your Penalty Fare number
• Why you did not produce a valid ticket or another authority to travel.
• Time and place where your journey began.
• Time and place where your journey ended.
• Any further information you have to support your explanation.

Send your appeal to:
Penalties Services,
12 Deben Mill Business Centre,
Old Maltings Approach,
Woodbridge,
IP12 1BL.

Or appeal electronically at penaltyservices.co.uk

Was not familiar with the process either but was told that I would be receiving mail regarding the ticket and how to appeal. Do not have the original receipt from when the penalty fare was processed. Assuming now the instructions I received were incorrect but I do not mind paying the £50 fee and letting it go as a learning mistake for myself, but £100 for this is ridiculous.

 

[WesternLancer]

Was not familiar with the process either but was told that I would be receiving mail regarding the ticket and how to appeal. Do not have the original receipt from when the penalty fare was processed. Assuming now the instructions I received were incorrect but I do not mind paying the £50 fee and letting it go as a learning mistake for myself, but £100 for this is ridiculous.

I sympathise - but if you can not prove what you were told, and do not even have the the original receipt from the Penalty Fare then you are not in a strong position.

You not only lost your original ticket, you have no proof of having one (as it was cash purchase), and you seem to have lost your Penalty fare paperwork too.

If you don't pay this now I suspect it will just escalate and cost you way more than the extra £50 in the end.

But maybe you could upload the letter you have just received (again blank out any personal details / ref numbers) and see what people here think over the next 24 hours - there are experts here who might be able to suggest a way forward.

I suspect you should now pay the sum being demanded in order to prevent the matter being escalated -
but also:
write to Nexus at the address above (Customer Relations, Nexus, Nexus Head Office, The Spark, Newcastle Helix, St James Boulevard, Newcastle upon Tyne, NE4 5DE) enclosing a receipt / proof of payment for the £100 now demanded - explain the circumstances as you have outlined in this thread and what happened, and ask if they will refund this (or at least £50 of it) as a goodwill gesture given you were told you would receive information on making an appeal subsequently - but in fact never received such information. I can not see you have anything to lose by doing this

I can't think of much else to suggest - but others here might have better ideas.

 

[Blaine]

If you were wanting to appeal the original penalty fare, I would request a copy of the CCTV from the station. Not sure if this request would go to the airport or the Metro.

 

[Segedunum]

Metro Penalty Fares have the appeals information towards the bottom of the very long slip that you're given. At minimum though, the Customer Service Advisor should have explained what you were given and where the appeals information is. Nobody should be telling you to just wait things out and this is not what staff are trained to do.

Regarding what @Blaine has mentioned, the station CCTV will fall within the remit of Nexus.

 

[Simon Hans]

That weekend must have gone from bad to worse for you @NewcastleFan12, fined on the metro and then you lost the derby the next day

 

[iamraymond]

That weekend must have gone from bad to worse for you @NewcastleFan12, fined on the metro and then you lost the derby the next day

At least they didn't accidently run to Windsor

 

[NewcastleFan12]

Ended up finding the slip I was given, wish I ended up reading it and not blindly trusting the staff that issued it. Any chance there is any chance for appeal.

Just out of curiosity what would CCTV provide me with?

 

[Segedunum]

Ah, those look different to my experience of them (granted this was five years ago now) - there used to be a long, long passage on all of the appeals and payment options (and a separate slip for signatures).

The Penalty Fare itself looks compliant - the fare and journey details are correct. Of course, the verbal advice given, if exactly as you say it was, is bang out of order. The specific advice should be that if you *do not* engage, then Nexus will be in touch again.

As appeals need to be within 21 days, that ship has unfortunately sailed, but it is still worth getting in touch and making a complaint at minimum. The authorised collector number on the slip will be sufficient to identify the member of staff concerned.

 

[WesternLancer]

Ended up finding the slip I was given, wish I ended up reading it and not blindly trusting the staff that issued it. Any chance there is any chance for appeal.

Just out of curiosity what would CCTV provide me with?

Just do what I said before. Appeal to their better nature. But pay it asap too.