These are some of the more commonly asked customer questions.
Using the Metro website, from the Home page click on the Advanced section of the Journey Planner and enter your street address and your destination (this could be a street or a landmark, eg Bourke St Mall or Docklands). The Journey Planner will automatically determine your closest train station and the Metlink site will provide you with the address of the train station.
Melbourne is progressively moving to a new ticketing system called myki and while this is happening you will notice two types of ticketing equipment on train, tram and bus networks. Currently, you can use myki on Metro trains. Customers connecting to or from a tram or bus service should continue travelling with a Metcard.
For more information specifically on myki visit myki.com.au.
For more information on Metcard visit metlinkmelbourne.com.au.
All train stations have an automated Customer Information console which can be activated by pressing a clearly identified green button. When pressed, this service will state the arrival time of the next train on the platform on which you are standing. Some stations also have electronic signs which indicate the number of minutes until the next arrival.
If at any time you need help, look for a Metro employee working at a train station or call Metro on 1800 MY METRO (1800 69 63876).
Absolutely. Wheelchairs and motorised mobility vehicles are welcome on Metro trains. Customers requiring wheelchair access are requested to board the very first carriage of any train to ensure the driver is aware of the need to deploy the boarding ramp.
Of course. Bicycles can be carried free on metropolitan trains at any time. Cyclists must not, at any time, board at the first door of the first carriage, or store a bicycle in the area adjacent to this door, as this area is reserved for customers in wheelchairs. As a courtesy to fellow customers, cyclists are requested to avoid heavily congested carriages.
Petrol-driven vehicles of any kind are not permitted on public transport services for safety reasons. Electrically-driven mobility aids (such as wheelchairs and scooters) are permitted on public transport. Visit the Metlink website for further information about mobility aids.
Southern Cross Station in Melbourne has coin operated and PIN controlled luggage lockers. This station is located at the corner of Collins St and Spencer St, Melbourne.
If there appears to be a problem with a level cross, call 1800 MY METRO (1800 69 63876) immediately and we will alert the appropriate authorities.
If you are concerned for your own safety or for the safety of fellow commuters on a Metro train, a security console is installed near each train door with a red emergency button. By pressing the button, a series of security measures will commence which includes the driver immediately seeing you via a CCTV console in the driver’s cabin. If the driver doesn’t answer you immediately, he will be contacting the Metro control centre and emergency services. The driver will also be determining the distance to the next train station at which to co-ordinate an emergency response.