We are dedicated to providing quality, safe and reliable services through internal policies and mechanisms, along with clear targets, to ensure our customers can experience the high-quality service they expect.
Service Pledge
Our Service Pledge outlines our commitment to operating and maintaining a reliable mass transit network, which we update annually. We publish our service performance in the quarterly MTR Service Newsletters, keeping customers informed about our initiatives, performance metrics and targets across various service areas including train punctuality, reliability, cleanliness and customer response.
We have also established our Customer Experience Management Model, which includes end-to-end journey mapping exercises and regular customer surveys to gauge customers’ views on their needs and our initiatives. In addition, our designated Customer Experience Department focuses on enhancing our understanding of customer expectations and developing improvement strategies.
Our railway operations have been certified to ISO 9001 Quality Management Systems to help ensure consistency and continuous improvement in service quality.
Incident Response
At MTR, we have robust procedures for responding to service disruptions. Our Customer Service and Revenue Protection Unit works with our station staff to provide timely updates on train services for affected customers. For serious service disruptions, we will arrange complimentary shuttle buses to transport affected customers to the nearest MTR station.
Our Customer Service Support Team (“CSST”), which consists of trained volunteer staff from different departments, supports frontline staff during incidents. We will provide customers with timely information of alternative transport options during service disruptions through announcements, media updates and the MTR Mobile app.
We promptly mobilise specialised teams to restore normal service operations:
- Infrastructure Maintenance Rapid Response Unit: Repairs railway infrastructure;
- Rolling Stock Rapid Response Unit: Addresses train faults; and
- Infrastructure Engineering Control Centre and Facility Maintenance Engineering Centre: Utilises real-time monitoring to integrate fault reporting across our network.
Consumer Enquiries
MTR encourages open communication for customers to share their opinions and concerns. In addition to approaching our frontline staff, customers may reach out through various channels including the MTR hotline and online feedback form. We pledge to respond to at least 99% of enquiries received within six working days.
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Data Protection
Our Privacy Policy Statement details our commitment to safeguarding customer data privacy and ensures our compliance with the Personal Data (Privacy) Ordinance (Cap.486) of the Laws of the Hong Kong Special Administrative Region when collecting, holding, using and processing customers’ personal data.
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Fair Marketing
We uphold the highest standards of business ethics and adhere to fair marketing principles by providing factual and unbiased information to stakeholders and exercising fair and unequivocal contractual practices in our supply chain. We respect the principles of fairness, impartiality and integrity in all locations where we operate and treat our customers honestly and objectively to avoid misrepresentation, exaggeration or overstatement.