Among the top ratings, the MTR ranked as the world’s most densely utilised metro system. In 2004, our network carried on average of 2.4 million passengers per weekday.

The MTRC plays a pivotal role in establishing global industry standards and practices. We are one of 19 founding corporate signatories to the UITP Charter on Sustainable Development launched in 2003. As a full charter member we actively commit to the development of the public transport sector for long-term sustainability in terms of managing social, economic and environmental impacts. For full details, refer to www.uitp.com for the initiatives and pledges we undertake as a member.



Note: The other metros in the comparison are Berliner Verkehrsbetriebe, London Underground Limited, New York City Transport, Sistema de Transporte Colectivo, Regie Autonome de Transports Parisiens Metro, Regie Autonome de Transports Parisiens Regional Express Railway, Metroplitano de Sao Paulo, Tokyo Metro, Moscow Metro and Metro de Madrid. The benchmarking agreement prohibits specifically identifying the data by metro system.


Service Excellence

Central to the social contract with our customers and stakeholders is service excellence. Thirteen Customer Service Pledges, underpinned by structured management and operational systems, embody this social contract and continue to set demanding targets for best practice. These pledges set the best practice model for our performance as a world-class rail operator as well as serve as indicators in our business risk model. In 2004 the company again exceeded all targets set. Detailed discussions and year-on-year comparison of customer pledge targets and achievements are provided here.

On an international basis, we continued to benchmark our operations with participation in the CoMET Group for performance and sustainability.In 2003, MTRC ranked third in 11 of the 25 CoMET key performance indicators.