Overly-eager customer services are out of order
Nexus are the people who run the Metro in Tyne & Wear - the underground/overground (wombling free) public transport system serving Newcastle, Gateshead and Sunderland. They've just been awarded £300 million to improve the service, build new stations, improve services etc etc.
Their current workload involves replacing six of the older lifts at stations on the Metro system, and amongst these is the lift at the Gateshead Interchange. There'll be no lift at the station for eight weeks, so Nexus have obviously apologised for any inconvenience caused. That would have been enough in the circumstances - it's a pain but it's unavoidable.
Nexus have gone one step further when there wasn't any need to, and it makes the situation worse, not better. According to commuters there's a sign at Gateshead suggesting those travellers who need to use a lift between street level to platform level - mothers with prams, wheelchair users, etc - should instead use the lift at Central Station - the next station along the line. While that sounds sensible in theory, those who know the geography of the area will realise in practise it has FAIL written all over it:
Not only is there the small case of the River Tyne flowing between the two, but it's over a mile's walk between them - up hills and across bridges. A case of Nexus customer services trying far to hard to be too helpful, when the standard apology would have done the job.