Our customers are very important to us and every member of staff at Go North East works hard to make all of our services the best that they can be.
Our locally based customer services team are on hand to help and can be contacted in a number of ways to suit everyone. Just look at the options below or visit our contact us page for more information.
Talk to us openly on our Facebook and Twitter pages although remember that these are public pages so conversations can be viewed by everyone. You can post comments at anytime and we are available to talk on Facebook and Twitter every day between 8am and 6pm Monday to Friday, 9am and 4pm on Saturdays and 10am and 3pm on Sundays.
Use our live web chat facility to talk to us in private in real time. Our live chat is available between 8am and 6pm Monday to Friday and 9am and 4pm on Saturdays.
Available as a free download for iPhone, Android and all other Smartphone’s use this app to find your nearest bus stop, the next Go North East bus, live service updates, top up your key smartcard and contact us all in the palm of your hand.
Just drop us an email at customerservices@gonortheast.co.uk or use our contact form. You’ll receive an acknowledgement the same day and a full response within five working days.
If you’d like to talk to us on the telephone call us on 0845 60 60 260. We’re open from 7am until 10pm every day.
If you want to talk to us in person at Metrocentre, Washington Galleries, Chester le Street and North Shields..
Every Wednesday between 12pm and 2pm you can talk directly to one of our directors or senior managers in real time. These sessions enable you to communicate directly with our decision makers.
You can write to us using our freepost address at Go North East Customer Services Team, Freepost NT2674, Gateshead, NE8 1BR and we’ll respond within five working days.
Customer Services
The team is lead by Lee Stephenson Archibald who will personally look into complaints should any customer be dissatisfied with the response from a member of his team.
Directors of Go North East
In the unlikely event that our customer services team and the Head of Customer Services are unable to provide you with a response you find satisfactory, one of our Directors will personally take over the matter on your behalf.
Bus Users UK
Should all of the above fail to resolve the issue, you can contact Bus Users UK - the bus appeals body – PO Box 119, Shepperton, TW17 8UX telephone 01932 232574 or email enquiries@bususers.org
Go North East’s Policy on Moderating Facebook Posts and Twitter messages
Go North East’s Facebook and Twitter pages are for the purposes of keeping customers informed and receiving customers’ feedback. It is largely un-moderated as we welcome feedback from all customers and want to hear all points of view including criticism of how we are doing if we don’t get something right in our service to customers. We will, however, remove posts that contain foul or abusive language, or which for other reasons are considered seriously inappropriate. This would include hoax incident reports or personal attacks on identified individual members of staff.
We reserve the right to block Facebook accounts that are sources of abusive language or seriously inappropriate posts, and to report the account holder to Facebook. Such posts will be removed as quickly as possible by our team.
