Let's accept it: mechanical systems fail. Passengers on the Dubai Metro on Tuesday night know this all too well after a power cut led to train stoppages and the shutting-down of air-conditioning systems on 10 commuter services.
As The National reported yesterday, hundreds of people were stranded as a result of the failure. Some passengers complained of being stuck inside trains for long periods, some said they could not find replacement bus or taxi services, while others expressed frustration about a lack of official announcements. For its part, the Road Transport Authority (RTA) said its officers acted quickly to resolve the situation, and that emergency lighting and communications systems on the trains had operated as designed.
Certainly, the Dubai Metro has an impressive safety record and it has become an integral part of the city since it was launched in 2009. Residents and tourists alike have come to rely on it as a cheap, efficient, comfortable and safe way to reach many popular destinations. In April alone, there were nearly 14 million journeys on the network – an increase of more than 2.5 million on the same period last year.
However, no system is perfect – and Tuesday’s experience should be seen by the RTA as a learning opportunity. Objectively assessing what went wrong, and what went right, will allow the RTA to fine-tune both the mechanical performance of the Metro and its emergency response strategies. In particular, the authority needs to address whether passengers were fully informed of what was going on. In an emergency, communication is the key to preventing panic and potential injury.
The RTA has already announced that it will fast-track a Dh4.7 billion expansion of the Red Line to connect to the Dubai World Central, and Metro passenger numbers will soar further as the city grows and prepares for the surge of tourists that World Expo 2020 will bring. A world-class city needs a world-class transport system, and deconstructing Tuesday’s incident will help make the Metro even better.
