MTR experts share passenger experience knowhow at Metro Melbourne

Posted: 18 October 2019 | | No comments yet

Metro Trains Melbourne hosted the experts from MTR Elizabeth Line and MTR Nordic Group to share expertise, gain insights and experiences into passenger experience initiatives across their respective countries.


The international delegation was given a special insight into Metro’s passenger experience regime.

Metro Trains Melbourne has hosted a group of passenger experience experts from MTR operators in London and Stockholm for a week of network insights and experiences.

MTR Elizabeth Line Customer Experience Director, Paul Parsons, and Head of Customer Experience, John Geary, joined colleagues from MTR Nordic Group including MTR Tunnelbanan CEO, Johan Oscarsson, and Business Development Director, Malin Önneflod, to learn about Metro’s network, people and passengers.

The week-long visit was an opportunity for Metro to showcase its operations in Australia’s fastest-growing city, while also hearing about new and emerging passenger experience initiatives in the UK and Sweden.

With more than 800,000 daily passenger trips, and a network moving a quarter of a billion people every year, the Metro network in Melbourne is in an exciting period of growth.

The international delegation was given a special insight into Metro’s passenger experience regime, including mystery shopping – where Metro people ride the rails to observe the running of the network, the cleanliness of trains and stations, and also report faults.

The group was also shown the channels used by Metro to provide real-time service information to travellers.

Metro’s General Manager – Passenger Experience, Tilly Loughborough, said Metro is working harder than ever to improve the passenger experience in Melbourne to meet the needs of a modern, vibrant city.

“As a global group we are privileged to have the support and expertise of our colleagues from MTR Corporation Limited – including MTR Elizabeth Line and MTR Nordic Group,” Ms Loughborough said.

“Together we share insights, lessons and best practice on how we can all improve the passenger experience.”

MTR Elizabeth Line Customer Experience Director, Paul Parsons, said Metro’s use of on-board train announcements delivered real-time information to passengers – particularly during a disruption.

“Metro’s ability to effectively communicate messages in real-time and speak to customers on-board trains is something we don’t have in the UK,” Paul said.

Inside the Metro control centre, known as Metrol, MTR Nordic Group Business Development Director, Malin Önneflod, said real-time on-board announcements are something Swedish passengers are also unfamiliar with.

Of particular interest to delegates from MTR Nordic Group was Metro’s On Track application – which provides an interactive map of disruptions and incidents presented in real-time on the metropolitan rail network.

“This is a very impressive system which allows you to instantly view disruption information and work together to keep trains running on time,” said MTR Tunnelbanan CEO, Johan Oscarsson.

Network accessibility was also a major focus for the week, with the delegation visiting Box Hill Station for the annual Try Before You Ride event. In its fifth year, the event gives seniors, people with accessibility needs, and parents and carers using prams the chance to explore a stationary Metro train.

Metro’s Accessibility team had the opportunity to showcase new mechanical wheelchair pushers that are supporting greater mobility around stations for passengers with accessibility needs.

The group visited a number of Metro stations, where they observed the efforts of the station staff.

“I think the staff have been very present, and very visible. On many occasions they have approached us to offer help,” said MTR Elizabeth Line Head of Customer Experience, John Geary.

Metro has taken on-board many lessons from its MTR Elizabeth Line colleagues – including how the business can further leverage digital technology, including using open data sources, beacon technology at stations, as well as applications that provide real-time incident reporting.

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