Light rail and trams

07.03.18

Metrolink told to publish performance figures after communication mishaps

Manchester Metrolink is to publish a monthly report into its performance, as part of a new drive to improve the passenger experience.

The report will publish statistics on the Metrolink’s performance, including punctuality and cancellations, which Transport for Greater Manchester (TfGM) says will give the public a way of monitoring service standards.

An initial report into issues with overhead lines which affected thousands of passengers on 19 and 20 February has been published, examining the incident, the operational response, customer communication and steps to reduce the risk of similar events in the future.

Shortcomings in communications were identified that day, and so Andy Burnham, mayor of Greater Manchester, has asked TfGM and Metrolink operator KeolisAmey Metrolink to make immediate improvements to customer communications.

Burnham said that the incident was “a clear example of a serious incident bringing services to a standstill, which could have been far better explained to customers.”

He added: “On this basis I have asked TfGM to publish the report which has been done so that everyone can find out the facts for themselves.

“I have also asked that they now publish a monthly report detailing operational performance.”

The monthly performance reports will start being published from the end of April.

Stephen Rhodes, customer director at TfGM, explained: “TfGM is absolutely committed to keeping Greater Manchester on the move.

“We are taking steps to enhance the customer information we provide and will be working closely with our partners to ensure customers are kept up to speed when there are issues.”

In the future, TfGM’s control room will become a 24-hour operation, which TfGM says means it will be able to deliver fast and accurate updates day and night.

The first meeting of the mayor’s Transport Board is set to take place on 26 March, and will provide the mayor with the opportunity to scrutinise the performance of the region’s transport operators, and hold them to account when necessary.

Currently, rail operators are not required to formally report any delays or issues at a Greater Manchester level.

Top image: George Standen

Have you got a story to tell? Would you like to become an RTM columnist? If so, click here.

Comments

There are no comments. Why not be the first?

Add your comment

 

rail technology magazine tv

more videos >

latest rail news

Stadler announced as preferred bidder to supply 71 new Wales and Borders trains

15/08/2018Stadler announced as preferred bidder to supply 71 new Wales and Borders trains

Swiss rolling stock provider Stadler has been announced as the preferred bidder for a Welsh deal that will provide 71 trains to the lines. T... more >
Rail fares set to rise by 3.2%, Grayling angers unions with calls for lower inflation

15/08/2018Rail fares set to rise by 3.2%, Grayling angers unions with calls for lower inflation

Train fares in the UK will rise 3.2% in January 2019, the government has confirmed – marginally below the expected 3.5%. This increase... more >
Peak District freight sidings get £18m Network Rail boost

14/08/2018Peak District freight sidings get £18m Network Rail boost

An £18m rail investment in the Peak District will come as good news for the construction industry, benefitting the environment, economy and... more >

editor's comment

23/01/2018Out with the old...

Despite a few disappointing policy announcements, especially for the electrification aficionados amongst us, 2017 was, like Darren Caplan writes on page 20, a year generally marked by positive news for the rail industry. We polished off the iconic Ordsall Chord (p32), hit some solid milestones on Thameslink (p40), progressed on ambitious rolling stock orders (p16), and finally started moving forward on HS2 (p14) ‒ paving the way for a New Ye... read more >

last word

Encouraging youngsters to be safe on the railway

Encouraging youngsters to be safe on the railway

This summer, Arriva Group's CrossCountry and the Scout Association joined to launch a new partnership to promote rail safety among young people. Chris Leech MBE, business community manager at the... more > more last word articles >

'the sleepers' daily blog

A radical solution to the employment crisis

24/07/2018A radical solution to the employment crisis

Peter Cayless, founder and creative director at Working Eye, talks about an innovative solution to employment in the rail industry that might just help transform careers advice into career discovery. At the 2012 Latitude Festival, comedian Shappi Khorsandi joked that rather than book a clown for their daughter’s birthday party, pare... more >
read more blog posts from 'the sleeper' >

comment

Passengers at the heart of Thameslink

31/07/2018Passengers at the heart of Thameslink

As Thameslink launches a new timetable, Richard Freeston-Clough, operations and communications officer at London TravelWatch, looks back at the w... more >
Customers want more rail freight

31/07/2018Customers want more rail freight

Philippa Edmunds, Freight on Rail manager at the Campaign for Better Transport, makes a socioeconomic case for continued investment not only in t... more >
Freight for the Borderlands' untapped potential

31/07/2018Freight for the Borderlands' untapped potential

John Stevenson, MP for Carlisle and the government’s Borderlands Deal Champion, discusses the untapped potential for growth in the Borderla... more >
British manufacturing in buoyant demand for steel

31/07/2018British manufacturing in buoyant demand for steel

Roger Neary, head of logistics sales at DB Cargo UK, discusses the rail freight company’s £6m expansion of its steel warehousing faci... more >

rail industry focus

View all News

interviews

Transforming travel in the north west

06/02/2018Transforming travel in the north west

RTM’s Josh Mines talks to Robin Davis, head of new trains at TransPennine Express (TPE), about the huge rolling stock change journey the co... more >