Supertram Apologises to Customers with Free Travel and Chocolate

On Friday 28 November, Supertram colleagues were out across the network meeting customers, sharing an apology for recent disruption and offering free tram passes and chocolate as a small gesture of thanks for their patience.

This was the first time Supertram has given away free tickets at this scale, marking a significant step in acknowledging recent challenges and reconnecting with customers.

From Halfway to Middlewood, teams visited stops throughout the day, speaking to customers directly and handing out Dayrider tickets, chocolate Santas and a printed apology note. Despite the cold weather, the response was warm and overwhelmingly positive, both in person and online.
 

Pictured: Teams at Cathedral and Infirmary Road tram stops

What customers had to say

A number of customers took to social media to share their appreciation:

 

•  “Lovely touch by @SY_Supertram handing out chocolate Santas and free day tickets… a lovely gesture and shows they do care about the impact of the disruption.”
•  “I really appreciated the acknowledgement that the service has been disrupted, as well as action towards making things right.”
•  “Sometimes things don’t go to plan… It was refreshing to see friendly faces offering free tickets, small things make a big difference.”

Moving forward

We’d like to thank everyone who shared their feedback on the day and online. Your patience and support mean a great deal to our team as we continue working to improve reliability and customer experience across the network.
See some photos from the day, featuring our colleagues meeting customers at tram stops.

 

Public Supertram Meeting

South Yorkshire’s Mayor Oliver Coppard is hosting a public meeting on Monday 1 December at 5:30pm at the Showroom Cinema, Sheffield, offering customers the chance to hear more about the future of Supertram and the work under way to improve reliability across the network.

Anyone who uses Supertram is welcome to attend, share their experiences, ask questions, and discuss how recent challenges have affected their journeys.
Register for your place >