Listening • Responding

 

Message from the CEO




Since becoming CEO of MTR, I have taken every opportunity to talk to people and most importantly, listen - to our customers, our stakeholders and our staff.

I have heard clearly that the MTR is recognised as a world-leading transit system with high safety and operational performances. However, I have also heard requests for us to do more such as relieving crowding, improving access, adding toilet facilities and speeding up the installation of platform gates.

While listening is important, our response is even more critical. The new "Listening · Responding" programme outlined here is in direct response to what people are asking of us. We will start work on these initiatives immediately and ensure resources of over $1 billion are made available for them.

I believe this enhanced focus on service delivery will make MTR an even stronger part of the community. We are listening. We are responding. And we are working to anticipate our customers' needs into the future.



Yours sincerely,
Jay H Walder, CEO

 

Ease crowding and reduce waiting time

To relieve crowding where it is most extreme, we will:

  • Enhance train frequencies along busy corridors during peak periods and on weekends
  • Provide more frequent service in the periods immediately after peak hours
  • Have trains on hot standby to relieve crowding at pinch points
  • Deploy additional staff to direct and smooth out passenger flow
  • Buy more trains

 

Improve access and enhance convenience

To improve access and make MTR journeys more convenient, we will:

  • Step up installation of external lifts for easy connections between ground level and station concourses
  • Add toilet facilities at existing interchange stations when major renovations are planned
  • Install more facilities such as wide gates and platform seats for the convenience of passengers with special needs
  • Enhance passenger information through application of new technology

 

A word on APG's

We understand the public's desire to see automatic platform gates (APG) fitted on the East Rail Line and Ma On Shan Line. We would like to respond that:

  • We commit to install the APGs
  • As East Rail Line is the oldest part of the railway, complex technical challenges will be resolved when combined with the work to rebuild station platforms under the Shatin to Central Link project
  • Due to less technical complexities on the Ma On Shan Line, we will devise methods to accelerate the installation of APGs as part of the Shatin to Central Link project to complete the works one year ahead of schedule