MTR Hong Kong introduces new passenger communication measures

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The MTR Corporation, Hong Kong has introduced a series of new measures to improve communication with passengers in the event of a train service suspension.

On 25 February a joint exercise took place at Yau Ma Tei Station held with the Fire Services Department and Railway District Police. The exercise re-enacted last October’s Tsuen Wan Line broken overhead line incident when train service had to be temporarily suspended between Yau Ma Tei and Jordan stations.

“Many passengers were delayed that day and I would once again like to sincerely apologise for the inconvenience caused. We agree our handling of the situation could be improved, especially in information dissemination, shuttle bus arrangement and timely communication with the Transport Department,” said Dr Jacob Kam, Operations Director of MTR Corporation.

“We have done a comprehensive review, and introduced a series of improvement initiatives which we took the opportunity to try out.“

For high visibility, the Corporation has colour-coded communication materials for train service suspension in pink. The new measures include:

• Enhanced public announcements with service suspension details and advice on alternative transport choices

• Giant pull-down maps showing franchise bus routes, bus stop locations and Free MTR Shuttle Bus pick-up points

• Signs displayed from concourse ceilings and at street level to mark routes to Free MTR Shuttle Bus pick-up points

• LCD screens to be gradually installed at MTR station entry gates to provide information on service suspension

• Station-specific Rail Service Suspension Passenger Guide available at each station and on the MTR website

In addition, a 60-member, dedicated Customer Service Rapid Response Unit (CSRRU) is being set up to provide assistance to passengers and maintain order at stations and Free MTR Shuttle Bus pick-up points. Individual teams will be deployed to affected stations during a train service suspension and members will be easily identifiable in their hot pink vests.

“When a service suspension occurs, we need time to ascertain the situation and make assessment on the impact. As a result, it could take 30 to 45 minutes before the relevant arrangements are put into place, extra manpower deployed and Free MTR Shuttle Buses arrive,” said Mr TT Choi, Head of Operating of MTR Corporation. “We thank passengers for their understanding and advise that they should first consider taking alternative MTR routes or other public transport.”

The joint exercise is also aimed at verifying established emergency procedures and communication between the MTR and emergency services. Five hundred members of the public volunteered to play the role of “passengers”.

“The exercise confirms the seamless cooperation among the MTR, Fire Services and Police in urgent situations as well as meets the objective of testing the effectiveness of our new communication initiatives,” added Mr Choi.

MTR passengers can familiarise themselves with arrangements during a train service suspension by obtaining a Rail Service Suspension Passenger Guide at a nearby station or downloading it from the MTR website.

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