How MTR can plan ahead for unavoidable service disruptions
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With one of the highest percentages of public transport dependence among major cities, Hong Kong's urban life hinges to a large extent on the reliability of public transport. When a disruption hits its mass transit system, such as last week's
five-hour shutdown of the MTR's Tseung Kwan O line during the evening rush hour, it doesn't just delay commutes; it shakes public confidence.
As infrastructure ages, some service deterioration is inevitable. But resilient cities prepare for problems, not ignore them. In the US, metro systems in New York, Boston and San Francisco now face routine service failures – riders left not by choice but due to lost reliability. Hong Kong must not go down that road.
Last year, the MTR proved it could manage
scheduled works on the Kwun Tong line, with Prince Edward, Mong Kok, Yau Ma Tei and Ho Man Tin stations closed for cable hanger replacement. But planning for scheduled maintenance is easy. What truly builds trust is planning for the unplanned.
MTR Corp must shift from reactive to proactive crisis handling. Current responses are often ad hoc and vary by incident. Instead, MTR could maintain pre-coordinated response plans across peer transport providers and communicate tailored alternatives to passengers in real time via the MTR app. Disruption may be unavoidable, but confusion doesn't have to be.
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Its performance evaluation should also move beyond narrow technical metrics. Current penalties focus on service downtime, but passengers feel delays more broadly. A train delay may be 15 minutes, but a passenger delay could spiral into hours when connections are missed and alternatives are unclear, especially across the harbour. Penalties and improvements must reflect the full passenger experience.
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