Manchester’s Metrolink to post performance reports after period of disruption

Transport for Greater Manchester (TfGM) and operator KeolisAmey will now be publishing monthly reports on performance following an intervention from the mayor of Greater Manchester to “ensure Metrolink is accountable to its paying public”.

Andy Burnham has taken it upon himself to ask for the public display of information following a period of disruption towards the end of February. Videos and pictures have emerged of passengers exiting trams and walking down rail lines after services were halted due to overhead power line issues. A separate report will be produced specifically connected to the power lines issues on 19 and 20 February which affected thousands of passengers.

The first statistical report is due to be completed at the end of April and the mayor hopes publications will play a part in a new drive to improve the passenger experience. Each report will provide statistics on performance across the Metrolink network - including punctuality and cancellations - and give the public a means of monitoring service standards on an on-going basis.

Burnham is also seeking rapid improvements to customer communications across all channels including social media, websites, on-stop announcements and drivers/staff updating passengers on trams and stops.

Commenting on the reports, Burnham said: “The Metrolink system is a great asset to our city region and we should all be proud of it. However, it is not immune from technical problems, which at times have been serious breakdowns and which have not been handled as well as they might. On this basis I have asked TfGM to publish the report which has been done so that everyone can find out the facts for themselves. I have also asked that they now publish a monthly report detailing operational performance. I am grateful to all Metrolink staff who have worked hard to correct recent problems and deal with the bad weather. But, as mayor, it is my job to ensure Metrolink is accountable to its paying public and that is why I am introducing this new performance regime.”

Furthermore, TfGM have stated its control room will soon become a 24-hour operation, which will mean the transport body can deliver fast and accurate updates throughout day and night.

Stephen Rhodes, customer director at TfGM, said: “TfGM is absolutely committed to keeping Greater Manchester on the move. We are taking steps to enhance the customer information we provide and will be working closely with our partners to ensure customers are kept up to speed when there are issues.”

If you would like to contact Ryan Tute about this, or any other story, please email