In 2014, we achieved world-class levels of performance for Hong Kong rail services despite carrying more passengers as a result of providing additional train trips and the impact of public activities on the streets of Hong Kong during the second half of the year. Even though particular lines and stations, such as the Island Line and Sheung Wan Station, experienced significant increases in patronage, we responded by providing additional services and staff and maintained overall passenger journeys on time at 99.9 per cent.
The following table summarises the key performance indicators (KPIs) that we track for train service quality on our heavy rail network.
During 2014, there was a slight increase in the number of service disruptions lasting more than 31 minutes. These delays, which particularly affected passengers on the East Rail Line, raised public concern about our reliability. We moved swiftly to examine the reasons for these delays and, in the spirit of continuous improvement, we are making positive changes. These improvements have been communicated to passengers through various channels.