MTR on track to fix image crisis

MTR   CRISIS MANAGEMENT   REPUTATION

Hong Kong - MTR has launched a series of communications initiatives to uphold its brand promise of service excellence after a series of delays and technical errors last two months.

Three special programmes will broadcast on TVB Jade from 3 March to promote MTR's new measures in time of train service suspension, which include more public announcements, LCD screens at entry gates and a custom published guide detailing alternative transport choices at each station.

Jacab Kam, operations director of MTR Corporation, said: "We agree our handling of the situation could be improved, especially in information dissemination, shuttle bus arrangement and timely communication with the Transport Department."

The new measures will also be promoted online and at the stations.

In January, MTR services on the Tung Chung Line were disrupted for almost two hours by a crack in the track, followed by a similar incident between the stations Tsim Sha Tsui and Admiralty in Februay.

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