The STM is initiating a pilot project to respond to expectations by reducing by 15% métro delays caused by various types of customer behaviour. This initiative will mean that some 600,000 customers will not experience travel delays. In order to achieve this result, support teams will be ever more present on métro platforms to improve the customer transit flow in the métro.

Indeed, our public transit service has gained popular favour in the past few years. In 2011, métro ridership increased by more than 5% in comparison with last year’s results. More than 250 million métro passenger rides took place last year when, only five years ago, the record stood at 219 million. We expect this trend to continue in 2012 due to all roadwork planned in critical areas throughout the city. In this context, the only way to accommodate for this new passenger increase is with an efficient control of the number and duration of passenger incidents that occasionally delay travel.

In a métro station near you
This pilot project will begin during the week of January 16, 2012, and will continue until May. This will mean that more personnel will be present on platforms in 12 targeted métro stations every Tuesday, Thursday, and Friday, during rush hour from 3 p.m. to 6 p.m. Targeted métro stations include: Radisson, Viau, Pie-IX, Frontenac, Berri-UQAM, Sherbrooke, Place-des-Arts, McGill, Guy-Concordia, Atwater, Lionel-Groulx (Green line) and De l’Église.

Support team objectives
Teams are comprised of diverse groups of STM employees and SPVM officers. These groups are mandated to intervene when passenger incidents occur, such as when doors are being held open, or when passengers are injured or ill, or when objects are dropped on the tracks, etc. Also, these teams will inform customers of rules and proper practices in the métro. For example:

• Not to cross beyond the orange or yellow defined areas(textured tiles) to wait for the next train arrival.
• Keep the exit areas clear and allow customers to get off métro cars first before boarding, as mentioned on yellow stickers found on certain métro station platforms.
• Use métro cars that are less full for easy entry and exit.