MTR Corporation has been operating the extensive train network in Hong Kong, undertaking a range of exciting projects to improve passenger experiences.
Hong Kong’s rail network is often widely praised as one of the best networks in the world. The 10-line rapid transport network serves the urbanised areas of Hong Kong Island, Kowloon, and the New Territories.
The system encompasses 245 kilometres of railways, as of December 2022, with 179 stations—including 99 heavy rail stations, 68 light rail stops and one high-speed rail terminus.
MTR Corporation operates the large network transporting millions of passengers each day. Beyond efficient train operations, providing thoughtful and comprehensive services is a crucial part of MTR’s mission. MTR is committed to ‘smart commuting’ – offering passengers convenient, personalised travel experiences. This customer-centric focus is the core of MTR’s ‘go smart go beyond’ development direction which aims to enhance operational efficiency and passenger experience.
Achieving a win-win through technology
MTR Corporation has made providing thoughtful services to passengers, with continuous improvement, one of its core values. The company believes services that may have been previously unattainable can now be achieved through the use of technology.
A key focus of ‘go smart go beyond’ is promoting ‘smart commuting’ to achieve a win-win situation for the company and passengers.
Technologies the company is looking to bring into the fold to better support customers include Artificial Intelligence (AI), big data analytics, automation and robotics.
One such example has been the use of ‘smart’ toilets which have displays outside showing restroom occupancy, along with air quality.
Inside, sensors notify station staff about the restroom conditions, facilitating timely replacements or repairs, thereby enhancing both passenger experience and station operations.
Passenger-centric approach
The East Rail Line’s cross-harbour section became MTR’s fourth cross-harbour railway service when it commenced operations to Hong Kong Island in May 2022.
MTR took this opportunity to further enhance passenger experience, including providing real-time Train Car Loading Indicators on all line platforms, allowing passengers to see the loading conditions of each train car through information display screens.
Additionally, new Cross-Harbor Easy information display screens have been added in the concourse and interchange platforms at Admiralty Station, showing platform conditions and waiting times for the Tsuen Wan Line and East Rail Line, enabling passengers to make informed travel choices.
New trains for the urban lines have been launched on the Kwun Tong Line and Island Line in 2022 and 2024 respectively and will gradually be put into service on the Tsuen Wan Line and Tseung Kwan O Line, replacing the first-generation trains. The new carriages feature passenger-centric designs, such as additional handrails, ergonomically designed seats, dynamic route maps, and brighter, eco-friendly LED lights.
Utilising mobile devices
MTR Corporation was an early adopter of mobile apps, launching its own version as early as 2010. The organisation has continued to develop its app and is now into its second generation.
It serves as a one-stop platform encompassing travel, shopping, lifestyle information, and rewards. MTR believes it has achieved smart commuting with one app while offering passengers the concept of mobility as a service.
The app journey planner was regularly used by passengers, but MTR updated the ‘next train’ feature to cover six lines, allowing passengers to know train arrival times.
The app also allows for better intermodal access with the Next Bus and Taxi Booking features. The Next Bus feature shows all bus and green minibus services and arrival times at the passenger’s location, while the Taxi Booking allows for simple taxi bookings through the app, making it a one stop shop for passengers.
Passengers can also purchase monthly train passes, Airport express tickets, tourist tickets, and even handle student travel discounts or report lost items through the app, saving time from having to visit the station in person.
Social inclusion
MTR Corporation identified an opportunity to promote social inclusion through its use of technology. In November 2022, MTR launched a new mobile app, MTR Care, with the first phase introducing a simplified version of the journey planner with a simple interface and larger fonts for the convenience of those who may struggle with the existing systems.
The in-station navigation feature provides voice navigation for people with a visual impairment. It guides them within the station or to find shops. The company plans to expand this service to more stations.
The second phase caters to the specific needs of hearing-impaired or disabled individuals.
Additionally, MTR has put considerable effort into enhancing elderly-friendly facilities within stations. This includes enlarging station signs, providing magnifying glasses at customer service centres, placing more seats on platforms or long corridors, adding wheelchair lifts, wide gates, accessible restrooms, and wheelchair assistance vehicles. All are aimed at offering thoughtful and barrier-free travel experiences for passengers.
By embracing technology and focusing on customer-centric solutions, MTR continues to set new standards in public transportation, ensuring a seamless, inclusive, and smart commuting experience for all passengers.
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