Delays and disruption on the Nottingham tram network are expected to continue for a fourth day as passengers voice anger over a perceived lack of information from operator NET.
There have been no services between the David Lane and Forest stops since overhead lines were damaged in Basford on Tuesday.
NET has apologised and says engineers are working to fix the problem, but have repeatedly refused to provide a timeframe for when the repairs will be complete.
It has said damage was caused to the arm on top of a tram, called the pantograph, connecting to the overhead wires, which caused the tram to ‘fail’ and lead to further damage.
“We fully appreciate the inconvenience caused to customers, and would like to assure them we are doing all we can to restore a full service,” NET said in a statement.
“In the meantime, trams from Hucknall are operating to David Lane where they are turning back to Hucknall, serving all stops in between.
“From Phoenix Park, trams are operating to Highbury Vale for customers who need to transfer to Bulwell or Hucknall. Here customers should head over to the mainline stop at Highbury Vale to continue their journey.
“Customers who normally park at Phoenix Park to travel into the City are being advised to use Wilkinson Street park and ride as an alternative, as this will allow for easier transfer to The Forest.”
Passengers have been venting increasing frustration on social media.
Christopher Johnson wrote on Facebook: “Management need to come out of hiding WHY the overhead cable still hasn’t been fixed as if this was a actual train line it would have been fixed so come on management stop playing hide and seek and explain to us all why still after 4 days there’s still no full service.”
NET replied by saying: “We are working as hard and quickly as possible to fix the problem”.
Others accused the operator of repetitive updates and said the problem was having an increasing impact on commutes.
Emma Wood wrote: “This is ridiculous to still be going on my partner goes on the tram to QMC every day so now it is taking him longer due to your issues I hope you get it fixed by Monday.”
NET replied with an apology, to which Ms Wood added: “It’s all good you saying I’m sorry but if he is three mins late for work he gets docked 15 minutes pay and you’re not going to compensate him.”
My tram is 14 mins behind schedule which could make me late for work. Please fix this asap, getting tired of late trams…
— Chris Le Quesne (@CDLeQuesne) 21 July 2017
Others praised NET’s staff for their response.
“Just wanted to give credit to the staff giving great customer service at the main tram stops, trying to give as much information as they can in a very trying situation,” said Donna Osborne.
NET’s statement added: “The replacement bus service will continue to run from The Forest, connecting to Wilkinson Street, Phoenix Park and Bulwell tram stops. In addition Nottingham City Transport (NCT) Yellow Services (68/69/70/71) are also accepting our tickets from Bulwell to the City, serving David Lane and Basford tram stops along the way.
“Trams are also operating every 10 minutes from Toton Lane and Clifton to The Forest, serving all stops in between as normal.
“East Midlands Trains will be accepting our tickets for travel on their Robin Hood Line service between Nottingham, Bulwell and Hucknall until 10am.
“Of course, while the work continues, we will continue to keep customers up to date via our usual channels including the website, tram stop announcements, passenger information displays and on social media (Facebook & Twitter) and, once again, we do apologise for any inconvenience caused to customers and thank them for their patience.”