Over the past decade, MTR Corporation has expanded to deliver tailor-made railway solutions not only in Hong Kong, but in major cities around the globe, including a presence in the United Kingdom (UK).
Leveraging on its expertise in railway development and operations, the MTR Elizabeth Line (MTREL), a wholly-owned subsidiary of MTR Corporation, was again recognised as the best operator in the UK in October 2024.
Into its third year operating the line, the company is calling on all its international experience to ensure it is operating at its highest quality. The company’s statement of “Safety First, Quality Always” goes beyond just punctual train schedules; it embodies a commitment to provide a safe, reliable, and authentic journey experience for all passengers.
Strong customer service practices
The Elizabeth Line stretches for more than 100 kilometres from east-to-west across London and has transformed travel in the city since the opening of the central operating section in 2022, carrying more than 350 million passengers in its first two years.
While the line has had impressive passenger numbers in its first two years, MTREL has also delivered quality for passengers.
The Quality Performance Regime (QPR) scores between Q4 2023 and Q4 2024 reflect this, with staff knowledge rated at 89.8 out of 100.
While the Customer and Community Ambassador Team has engaged with more than two million customers in the past year, Customer Service Satisfaction (CSS) ratings for staff performance and customer information remain high, underscoring MTREL’s commitment to community interaction and support.
Recent statistics also show that MTREL continues to set the benchmark for customer service excellence. Despite an 11 per cent increase in yearly journey volumes, MTREL has topped Transport for London’s (TfL) customer satisfaction table across all London transport modes.
Rail replacement services have achieved their highest scores since Q4 2019-20, and Mystery Shopper Survey scores consistently exceed the target of 85.
Additionally, Ticketless Travel results are below two per cent, placing MTR among the best in the UK rail industry. MTREL boasts the second lowest complaints rate in the industry, even when tackling unexpected disruptions.
Between 1 April 2023, and 31 March 2024, MTREL supported passengers with disabilities, it recorded 5,493 Turn Up and Go assists and 13,164 booked assistances. This highlights MTREL’s dedication to accessibility and ensuring all passengers receive the support they need.
Excellence through innovation
While service disruptions are sometimes difficult to prevent in a busy railway system, this has never been an excuse for the MTREL team, according to MTREL Managing Director Mike Bagshaw.
“The successful implementation of the On-Track to 90 program has significantly enhanced performance, boosting punctuality to over 90 per cent and ensuring accountability across all functions,” he said.
“This award-winning initiative is bolstered by new train planning software and advanced technology, including GPS reporting, to better understand and address performance challenges. The industry-first real-time Crew Displacement Management Tool (CDMT) has revolutionised control room operations, enabling more efficient resource deployment during incidents.
“Additionally, significant efforts have been made to support train software updates, involving multiple stakeholders, to ensure optimal line performance and consistently meet passengers needs.”
MTREL’s commitment to innovation is also evident in the upgrades to the 345-fleet’s software.
The ELR500, a 36-hour System Proving Demonstration, was critical to the reliability of the Elizabeth Line. This initiative involved multiple partners and tested 159 scenarios within 36 hours, all while maintaining passenger services – an industry first.
“With an innovative mindset, the impact of service disruptions could be significantly minimised, ensuring smoother and more reliable operations throughout the Elizabeth Line,” Bagshaw said.
Safety and wellbeing
While upholding service qualities, MTREL places immense value on the wellbeing of staff, recognising that their health and happiness are the cornerstone of operational success.
MTREL is renowned for its outstanding Health and Wellbeing program, winning the Personnel Today Award in 2023 for being the UK’s best in this area.
The Personnel Today Awards celebrate the best achievements and innovations in human resources, learning and development. Entries are judged by an independent panel of industry experts, before the finalists are announced.
The line has also successfully reduced crime across the network, and every physical assault against staff has resulted in a conviction.
Frontline colleagues, trained by the Samaritans, have saved over 600 lives from potential suicide attempts. Samaritans is an organisation focused on lowering the number of people dying of suicide. For more than 70 years it has been training volunteers to provide emotional support to people struggling to cope.
Additionally, significant efforts have been made to improve the resolution of Passenger Ill On Train (PIOT) incidents, resulting in faster response times and better outcomes for affected passengers. PIOT incidents are instances of unwell or injured passengers who may need to be assisted by ambulance or paramedics and may delay train departures.
Safety roadshows have been conducted across all identified hotspots, providing crucial safety information and training to both staff and passengers.
Events that focus on unwanted behaviours have been organised to address and mitigate key safety concerns, fostering a safer and more secure environment for everyone on the network.
From the UK to Australia
The operational excellence demonstrated by MTREL showcases MTR’s commitment to delivering world-class railway service,s according to MTR Australia’s Executive General Manager Peter Munro.
“This success story extends to MTR Australia’s operations, where global expertise and an innovative mindset connect with some of the best metros in the world,” he said.
“By incorporating new ideas and proven strategies from international experiences, MTR Australia is well equipped to enhance the transportation landscape, ensuring safe, reliable and cutting-edge services for all passengers.
“With new challenges ahead, after the opening of the City Section of the Sydney Metro City and Southwest Line, we are poised to apply our extensive experience and innovative solutions to meet the evolving needs of Australia’s communities. MTR is dedicated to keeping cities moving, from the bustling streets of Hong Kong and the UK to the dynamic urban landscapes of Australia.”
