Research: Passenger Incident Management

On average for CoMET and Nova metros, passengers contribute to 17% of all incidents causing delays of five minutes or more.  The causes of passenger incidents range from suicide, vandalism, passenger taking ill, etc. The breakdown of passenger related incidents by cause and by delay threshold shows although the frequency of suicides is very low, those incidents take the longest to resolve.

As well as detailed benchmarking of the passenger-related causes and impacts of incidents at metros, the case study outlined metros’ best practices in  passenger incident management, including a data-driven approach in analysing passenger incident impacts, effective incident response by a clear chain of command, high levels of coordination with the emergency services, clear and consistent communications and procedures, appropriate staffing models and regular training with a focus on learning from past incidents.

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Posted in Community of Metros News, Community of Metros Research