“We need to take situations like this and learn from them and get better next time in responding and meeting our customer’s needs.”
That’s the head of Translink in response to the two shutdowns in the past eight days of the Skytrain system.
Ian Jarvis announcing he’s launching a review into both incidents, and he is bringing in outside help to do it.
“How can we avoid patrons making the decision to escape the trains and go to the stations on their own and secondly how can we get better at communication to the customers who are impacted by the incidents.”
He’s looking for the review to be wrapped up by mid-September
Jarvis says Translink needs to take stock and learn from what happened to see what changes need to be made.
He says he was stunned to see images on Monday of customers walking along Skytrain tracks.
“I found that very disconcerting and was worried when I saw images of that. It’s really fortunate that no one was hurt in those two significant outages.”
Jarvis also says it’s clear Translink needs to improve communications.
“Really getting better at having more, better coordinated and clear messages to our customers who are on the system at that time.”
The Translink boss says he apologizes for the impact on the thousands of stranded passengers.