Customer Charter

Go North East has a passion for customer service and innovation and is committed to providing the best possible service for all of our customers.

We love to hear from our customers as it helps us to continually improve our services. We understand that sometimes things can go wrong and that when they do, you want issues to be resolved as quickly and efficiently as possible. We also want to hear when a member of our staff makes your day so we can commend them.

Getting in touch

If you have a comment or complaint about our services our customer services team are on hand to help. You can talk to us online directly using our live web chat or by social media on Facebook or Twitter or call us on 0191 420 50 50. You can also report something online using the contact section of our website. We take all feedback seriously and promise to respond within five working days. If it is necessary as part of our response to provide you with a refund, then this can only be offered by way of free travel tickets provided via our mobile app or key smartcard. Unfortunately we are unable to offer any cash refunds in any circumstance. This includes receipts for taxis and any other tickets purchased.

Not happy with your response? 

If you are dissatisfied with the response you receive then please get in touch via our customer services team, requesting escalation to a manager. Your complaint will then be reviewed by the relevant member of our management team who will respond to you within ten working days.

Bus Users UK

When we write to you, unless we are confident that we have fully addressed your concerns, we will include contact details for Bus Users UK. If you are still unhappy, you may wish to appeal to them with the details of your complaint, and if appropriate, they will contact us on your behalf. If they can't resolve it, they are partners in the Bus Appeals Body who will issue a decision about your difficulty.