We would like to thank your reader Candy Tam for her letter about people travelling with bulky items on the MTR ("MTR cannot keep letting people flout bulky luggage ban", September 24).
The MTR Corporation strives to provide a safe and comfortable journey for our passengers.
We have a Conditions of Carriage of Luggage regulation which stipulates that passengers may each carry only one piece of luggage into the MTR network, provided that the total dimensions (that is, length, width and height) do not exceed 170cm and the length of any one side does not exceed 130cm.
MTR staff conduct regular patrols of stations and trains and will request passengers with luggage exceeding our restriction to take other transport.
Those who do not co-operate may be given warnings and in more serious cases may be prosecuted through the courts.
Nevertheless, we must point out that most passengers are co-operative and normally leave when asked.
For the border stations on the East Rail Line where more people tend to travel with luggage, a special by-laws inspection unit (BIU) was set up in 2009 to maintain smooth people flow and prevent passengers with bulky luggage from blocking passageways.
Since 2009, the strength of the unit has been increased to 29 members, who are supported by more than 70 dedicated security staff.
The unit team works hand in hand with station staff, the ticket inspection unit and the railway district police to maintain order in MTR stations. Plans are in hand to further strengthen the by-laws inspection unit team next month.
At Sheung Shui station, large signage is in place to remind passengers not to carry bulky luggage.
Additional barriers are installed at the front section of the platform for Lo Wu-bound trains to separate the flow of passengers entering and exiting the station. No-waiting areas have been established to facilitate smooth passenger flow.
These measures have helped to ensure good order and feedback from passengers has been generally positive. Regular promotional activities in courtesy and safety are conducted each year as reminders to passengers.
We will continue to monitor the situation closely and will consider new measures, as necessary, to manage passenger flow and ensure that stations are in good order.
Passengers can contact station staff to report any behaviour that creates a nuisance so our staff can take immediate follow-up action.
Kendrew Wong, media relations manager, MTR Corporation Ltd