Mum ‘told her children aren’t eligible for family ticket’ twice

A mum says she has been left ‘shocked’ twice being told she could be fined for buying a family Metrolink ticket – because her baby and toddler were too young to be called ‘children’.

Cassie, from Droylsden, takes the tram to the city centre with her husband and two children for church. They usually buy a zone one to three off-peak family day travelcard, costing £7.10.

But at the start of April, Cassie said a Metrolink ticket inspector told the family they could have been fined for using the ticket, because children aged under-five travel free on Metrolink trams and therefore do not qualify for the family ticket. 

The inspector reportedly told Cassie and her husband they instead should have each purchased an adult day ticket, worth £8.60 for two people.

“I felt shocked,” Cassie recalled. “Obviously we are a family… I do not know how we are not a family.”

After her journey, the Tamesider checked the Bee Network, which Metrolink is a core part of, website for more information.

Online, the Bee Network said: “A family travelcard is for group travel on Metrolink trams for one to three children (aged under 16) accompanied by one or two adults.

“Any adult can buy this ticket. Children travelling as part of a family group must be aged under 16 and, if aged 11 to 15, will need proof of age ID.

“There is no minimum age for children travelling on a family ticket.”

With the information seemingly at odds with the inspectors’ warning, a confused Cassie then spoke to a Bee Network customer service representative who reiterated the ‘under-five rule’.

“If you are travelling with two children under-five, you would need to purchase two adult tickets as under-fives travel for free,” the representative said online. “I appreciate that the family ticket is cheaper, but as under-fives do not qualify under this ticket, you need to ensure you have the correct tickets when travelling to avoid a penalty.”

Having been told by two different members of staff at Transport for Greater Manchester (TfGM) — the body which runs Metrolink and the Bee Network — her kids under-five did not count as children, Cassie contacted the Local Democracy Reporting Service for answers.

Fran Wilkinson, TfGM’s customer and growth director, has now issued a statement to the LDRS clearing up the picture.

She said: “Bee Network family tickets can be used by a group of one to three children accompanied by one or two adults when travelling together, and there is no minimum age for children travelling on this type of ticket.

“It appears that the customer who has raised this issue was given the incorrect information by a member of our team.

“We’re sorry [for] any confusion this has caused and will be making sure that all staff are aware that there is no minimum age for children travelling on a family ticket.”