MTR needs constructive feedback to improve, not a litany of complaints from Hongkongers
It is not uncommon for people to get frustrated with the MTR, and Tuesday’s technical error, which resulted in serious delays on four main train lines – Tseung Kwan O, Island, Tsuen Wan and Kwun Tong – led to an outpouring of criticism. (“Hong Kong MTR signal fault finally fixed after six hours of commuter chaos,” October 16). However, should the city be fuelled only by criticism?
The MTR has always been recognised as the most convenient transport option not only because of its short waiting time, but also because it covers a huge breadth of our busy financial centre. Students also benefit from the discounts that the MTR offers them.
Yet, there has been an ongoing debate about the performance of the company. People have complained about the rise in the frequency of technical errors, which not only inconvenience commuters but also create an extra burden on the city’s transport network.
While there’s nothing wrong with pointing out mistakes, most people’s attitude is not on the right track. There is no denying that the MTR management is responsible for fixing the problem. However, we all make mistakes, don’t we? And when we do, however big or small the error, we yearn for forgiveness and understanding.
Watch: Severe delays hit Hong Kong MTR
So, instead of pointing fingers, I think it would be better either to put ourselves into others’ shoes or to suggest concrete methods to improve the situation, especially since the technical error was unprecedented (“Hong Kong’s MTR to bring in overseas expertise to investigate worst service breakdown ever”, October 16)
For instance, the company could consider adjusting the time-frame for conducting system upgrades to minimise errors occurring during peak hours. Although mistakes are understandable, repeated errors are unacceptable.
Hongkongers have a fast-paced lifestyle, which is why we often lose our patience and do not show understanding. It is easy to criticise, but it is far more beautiful to take a step back and be more tolerant.
Tang Pui-ying, Tsz Wan Shan