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Message to all Tram Customers from Neil Wood, General Manager regarding Tram Service Disruption 23rd August 2010

Many of you had a poor experience of the tram service on the day that we had the electrical failure which caused progressive deterioration in the service throughout the day. May I apologise to all passengers who suffered any inconvenience as a result of these problems.

Whilst I could give the technical reason for the failure of the tram service, I am conscious that for many of you, the cause of your frustration was the poor level of service we provided when we put our contingency plans into operation.

Unfortunately (or fortunately) we do not get many opportunities to test these plans as the service we normally provide is close to 100%. However, on the 23rd August, our contingency plans did not work as we had expected.

The change in status of the technical failure during the day meant that we could not implement the original plan we had put in place and we did not adapt well to the change in circumstances.

Our performance on the day was not good and it has caused me to carry out a thorough review as to how we managed that situation with a view to ensuring that if it happens again we will be better equipped to respond to our customers’ requirements.

In particular I will be looking at how best to put in place alternative transport arrangements and how these are managed. Also I will concentrate on how we should communicate in times of severe disruption. As you may know the passenger information screens failed at many tramstops and we also lost our passenger announcement system, these are our 2 principle means of giving out information. I am also aware that, where we put staff on site to give out information, we failed to provide these staff with up to date information.

I can make no promises that we will not suffer such disruption to services in the future which will inevitably lead to a disruption to your travel plans. However I am confident that the reviewed procedures and contingency plans we put in place will be more customer focused aimed at keeping you informed of what is happening, trying to minimise the disruption to your travel plans whilst at the same time trying to restore the scheduled level of service safely.

I apologise once again for causing disruption to travel plans that day and for not keeping our customers properly informed of what was happening.

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NET is Nottingham's state-of-the-art tram system. It runs from Hucknall, through Bulwell, Hyson Green and The Forest (site of the annual Goose Fair) and into the city centre, terminating at Nottingham railway station. There is also a line to Phoenix Park (just off the M1 at junction 26).