Memo: O-Train Line 1 Update - October 9, 2019

Wednesday, 09 October 2019

Please find attached a memo regarding O-Train Line 1 – October 9 delays during AM peak service, released to media by the City of Ottawa.

Source : City of Ottawa

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Here are the main key points from the memo for moving forward:

We are taking immediate action to resolve issues, minimize delays and communicate with our customers.

We are clarifying processes with our staff and eliminating attempts to repair doors on site. Operators and technicians are being instructed to immediately put trains back in service as soon as an affected door is closed and locked. If that is not possible, passengers will be cleared from the affected train and the train should immediately be removed from service. While this will temporarily inconvenience passengers on the affected train, it will clear the tracks quickly and significantly minimize delays throughout the system.

Furthermore, to assist our customers and reduce future incidences of door faulting we are:

• Adjusting dwell times (the amount of time a door is kept open) at stations aligning the timing to passenger volume and train frequency times;

• Asking Alstom to review all door issues to assess root causes and identify any issues or measures that can minimise door issues;

• Asking Alstom to review all door settings to assess if sensitivity settings are consistent across the fleet;

• Deploying customer representatives to platforms to remind customers:

to stand clear of doorways for loading and unloading
not to run for trains; and
not to hold doors;

• Increasing customer service messaging using all channels to remind our customers of boarding and disembarking tips and suggestions;

• Making station announcements asking customers not to run for trains, to stand clear of doors and not to hold doors service; and

• Installing markings on platforms guiding customers on where to align at the doors to assist with loading and unloading of passengers.

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Please share your comments, ideas and thoughts with us on the forums. We have a topic on Service Interruptions that you can find here : https://www.railfans.ca/forum/topic/294-o-train-service-interruptions/?do=getNewComment