May Day

May Day

Theresa May launched a multi-billion pound spending spree

Read more
Trained to be a Duchess

Trained to be a Duchess

Meghan Markle Was 'Trained to Be Personable' Before She Became a Duchess

Read more
A New Man Utd Deal?

A New Man Utd Deal?

Manchester United are likely to revive their £100million move for Dortmund star Jadon Sancho

Read more
Homepage / News / Metrolink has a new managing director - we asked him about crime on the trams, early and late services... and why the whole region isn't covered
How Man City should line up vs Atalanta in the Champions League UK’s fastest home broadband with speeds of 1,104Mbps now in Manchester Man Utd news LIVE: Ed Woodward confident of completing £60m deal, new contract talks open Transfer news LIVE: £60m Maddison to Man Utd, Liverpool deal, Chelsea ‘agreement close’ Steph McGovern leaves BBC Breakfast for own Channel 4 entertainment show Prince William reveals his ‘disastrous’ mishap in the kitchen to a celebrity chef Queen Elizabeth II’s unexpected reaction to bizarre gift: ‘It’s what I’ve always wanted!’ Revealed: Why Meghan Markle’s Diana-style TV interview is ‘problematic’ for Queen Queen and Prince Charles have ‘gone out of their way’ to help ‘struggling’ Meghan Markle Camilla’s fear will prevent her joining Prince Charles on Royal Tour in Japan Footballers’ Wives To Return As Stage Musical, Creator Confirms Billy Keane: ‘Sexton is heartbroken. Last night he sent the message: ‘Gutted. Tried my best” Fianna Fáil leader Martin will not demote Lisa Chambers over phantom votes controversy Scots mum gives birth after being told cancer treatment could leave her infertile Shah Rukh Khan asks for heels to match with his Karan Johar style ‘fashionista’ jacket! Nach Baliye 9, 20 October 2019 written updates: Helen gives a retro touch, Bhumi Pednekar drop by the sets British teen on school exchange trip dies in apartment plunge horror in Spain #13YearsofDon: Farhan Akhtar gives a shout out to Shah Rukh Khan, Priyanka Chopra and the ‘best cast’ Retirement and me: ‘Worst case scenario, I’ll sell my flat’ Woman reveals contingency plan Royal fury: How Prince William was dubbed ‘scallywag’ after going missing from Highgrove Man City news and transfers LIVE early team news for Crystal Palace fixture as Stones and De Bruyne set to return The Manchester United player who can decide Liverpool FC fixture Manchester United news and transfers LIVE De Gea and Pogba injury latest ahead of Liverpool FC fixture City trader to self-employed chef – man reveals future plans after retiring from City job Furious Melania Trump fans hit out comparing her to Meghan Markle on social media Meghan Markle receives outpouring of support after heartbreaking interview Kate Middleton opens her heart during rare interview on Pakistan visit Johnson ‘close’ to reaching numbers for historic deal Absent TD voted six times in Dáil Meghan Markle and Harry were ‘wrong’ to hide Archie away – ‘What have they got to hide?’ Ole Gunnar Solskjaer tells his Man Utd side to take more risks to beat Liverpool Real Madrid boss Zinedine Zidane lifts lid on meeting Man Utd star Paul Pogba in Dubai Bride and groom struck down with salmonella poisoning at their wedding Monster who had six kids with own daughter raped child he fathered with her Bigg Boss 13 Day 19 Twitter reactions: Fans praise Asim Riaz for his performance in the task Bigg Boss 13 Day 19 Live updates: Bigg Boss stop the task as no housemate is ready to give up Kundali Bhagya 18 October 2019 written update of full episode: Karan notices Preeta in Mahesh’s room Pound US Dollar exchange rate: GBP/USD rangebound ahead of fourth “meaningful vote” Pound euro exchange rate steady as Merkel says extension unavoidable if deal fails Pension UK: These divorcees face being £77,000 worse-off – what are you entitled to? Text scam warning: Worrying message could cost you £20 – have you had the suspicious text? Watch A Bunch Of Scientists Freak Out Over A ‘Whale Fall’ On The Bottom Of The Ocean Eurozone slump: Exports down, prices up – all indicators point to economic downturn Pound/Euro Exchange: GBP/EUR falls as Juncker proclaims “no need” for Article 50 extension Universal Credit – will amount rise? How much benefits could increase by in 2020 Ujda Chaman song Twinkle Twinkle song: Sunny Singh and Maanvi Gagroo’s song fails to impress Satellite Shankar trailer: Sooraj Pancholi is back with a patriotic drama that looks decent Violent scenes show angry commuters drag Extinction Rebellion protester from top of tube train onto platform Kasautii Zindagii Kay 2: Pooja Banerjee gets emotional on receiving a warm welcome post her injury Drug deaths in Scotland hit more than 550 over last six months State pension age rises next month – will you be affected by state pension age changes? Lidl to help shoppers buy more British produce as it invests £15bn in suppliers EU-UK deal pretty much done, awaits UK government approval – EU sources Pound US dollar exchange rate: GBP/USD rises on hopes for a Brexit extension Friend of alleged rape victim says she heard woman moaning and saying the word ‘harder’ during sex, court told Princess Eugenie reveals heartwarming nickname for mum Fergie in emotional Instagram post Princess Eugenie’s surprise confession as she admits what her favourite radio station is Man Utd plan to explore transfers for five players in January but know they could fail Man Utd suffer David De Gea injury blow just days before Liverpool Premier League clash Kate Middleton caught in embarrassing royal faux pas on first day of Pakistan tour – VIDEO Prince Harry breaks down into tears mid-speech as he recalls Meghan Markle pregnancy news Kate Middleton snub: William under fire for ‘gentleman’ protocol breach with rickshaw ride Manchester United news and transfers RECAP David de Gea injured for Spain and Paul Pogba injury news Edwin van der Sar reveals he could have joined Liverpool FC before signing for Manchester United Man City news and transfers RECAP Sterling latest plus De Bruyne, Aguero and Stones injury update Coinbase chief blasts US Senate over Libra letters Nicola Sturgeon to demand second Scottish independence referendum next year Housefull 4: Akshay Kumar, Bobby Deol caught sleeping on the sets in this BTS video Local shop is trashed in ‘ram raid’ robbery attempt Guddan Tumse Na Ho Payega 15 October 2019 Written Update of full episode: Guddan to change her name to Antara for Alisha Thor: Love and Thunder director makes a huge revelation about Natalie Portman’s character Brexit alert: No deal could spark global financial crisis, warn economic experts How much is the new state pension? What is required to get the full amount Pound US Dollar exchange rate: Brexit sees pairing slump more than 1 percent ‘We feel that’s pretty strange’ – Johnny Sexton hits out at ‘negativity’ around Ireland’s World Cup campaign Taoiseach told snap election must follow a deal on Brexit SNP has taken significant step in tackling Scotland’s horrendous drug-death toll Toofan: Farhan Akhtar suffers a ‘hairline fracture’ while shooting for the film – view pic Islamic State supporters escape Kurdish camp in Syria as Turkish forces advance Dolittle Trailer: The Robert Downey Jr starrer looks like a joyride for kids and adults alike Housefull 4 star Pooja Hedge takes a day off on her birthday to spend time with her closed ones Retirement and me: Man reveals struggle as he explains ‘I’ve no intention of retirement’ Huge emergency services response after man was stabbed in Piccadilly Gardens State pension age change: Hope for 50s women as tens of thousands raised to fight scandal Princess Margaret: Unearthed letter reveals Peter Townsend split not all as it seemed Royal shock: The huge role Prince Louis will take on next year revealed – ‘He’s ready’ Meghan Markle book ‘in the offing’ as feared biographer reveals new plans Man Utd fans all say the same thing after last-minute Kepa horror show against Norway Man Utd reach verbal agreement with Mario Mandzukic as Juventus make demand – EXCLUSIVE The Chase star Jenny Ryan stuns with her big voice on Celebrity X Factor Doggy friends of stolen Boston Terrier Ralph join campaign to ‘bring him home’ Prince William reveals secret passion he inherited from Charles – ‘It’s deep in my heart’ Sonu Ke Titu Ki Sweety actors Kartik Aaryan and Sunny Singh reunite for Pati Patni Aur Woh Gel Manicures Look Good, But What’s The Damage To Your Nails? Bigg Boss 13: Who is the biggest player between Devoleena and Paras? Vote now! Kumkum Bhagya 12 October 2019 Preview: Abhi determines to put Rishi behind bars Prince William surprises England fans by watching Czech Republic football game in pub Scots rugby fans slam chiefs after Japan matches cancelled due to typhoon season Scot travels 540 miles to save lamb she ‘regretted selling for slaughter’ Rúaidhrí O’Connor: ‘Joe Schmidt’s legacy is on the line – Ireland owe it to themselves to win well’


Metrolink has a new managing director – we asked him about crime on the trams, early and late services… and why the whole region isn’t covered

The Metrolink tram network across Greater Manchester has a new boss.

Guillaume Chanussot, 36, has been appointed as the new managing director by operator KeolisAmey, the joint venture awarded the 10-year contract to operate Metrolink in 2017.

He joined the Keolis Group in 2010 and has worked for the company in senior financial roles in the Middle East, the Netherlands and at its Paris headquarters before being appointed finance director two years ago.

Mr Chanussot takes over with immediate effect from Aline Frantzen, who held the position from the start of the 10-year contract.

The Metrolink is a daily part of the lives of many thousands of people across Manchester.

Department for Transport data proves the city region’s tram system remains far and away the most popular outside London.

There were 43.7 million Metrolink journeys in the year to March this year – up from 41.2 million in the previous financial year.

Guillaume Chanussot

And next year the network will get even bigger with the Trafford Park extension due to open.

The £350m project will run from the existing stop at Pomona to a new one at the Trafford Centre.

Trams will stop at Village Way, close to Village Circle roundabout, the Imperial War Museum, Wharfside, near Manchester United’s Old Trafford home, at the Parkway Circle roundabout, where there will also be a large park and ride facility, next to EventCity and on Barton Dock Road at the Trafford Centre.

But like any large infrastructure and transport system, it’s not without its problems and issues.

We asked Mr Chanussot a series of questions relating to performance, crime, future expansion and reliability.

1: What is at the top of your to-do list?

I have three things at the top of my to-do list to help keep Greater Manchester moving and growing every day.

1. Maintaining a safe network is my number one priority.

2. Ensuring improved customer satisfaction.

3. Supporting Transport for Greater Manchester to expand and develop the network and make this happen for Greater Manchester.

A tram at St Peters Square

2: Can there be more double trams at rush-hour and why aren’t extra services put on for football or cricket matches?  What can be done to mitigate rush-hour overcrowding, which is a daily occurrence reported to us?

“It’s vital that our customers have a pleasant experience using Metrolink but we accept that crowding at peak times, particularly in the morning, is a challenge.

“We are continually working with TfGM to address this, while also taking steps to mitigate it long term. We have 27 new trams on order – a significant enhancement to our fleet of 120 – and these will start to arrive in 2020.

“In the meantime, we’re utilising the fleet to run as many trams as possible in areas where demand is greatest. We constantly monitor the network and are, and will continue to be, responsive to changes and will continue to use the trams available to us to keep Greater Manchester moving.”

3: Just one broken down tram on the network, especially in Manchester city centre, can have a huge knock-on effect with delays and bottlenecks. What can Metrolink do to limit the effects caused by just one tram breaking down?

“The way in which we manage disruption is one of the significant improvements KeolisAmey Metrolink (KAM) has made since we took over as operator in 2017.

“The team has reduced the instances of disruption by ensuring that we get to the root-cause of issues that arise so we can prevent them from happening again. We’ve listened to customers and responded to the things that they want from us when disruption does happen.

“The team has improved the information given for other options for their journey when our service is disrupted.”

4: Are there any plans to improve the new contactless payment system, where you tap in and out? People are being overcharged by forgetting to tap out. Are there any plans for more warnings – a new system?

Safety remains a top priority, he said


“TfGM is actively investigating potential technical solutions to help reduce the number of incomplete journeys in the future and are continuing with our customer information campaign.

“KAM is supporting TfGM with this work and drawing upon our international experience and expertise in this field.”

5: What measures are being done to tackle crime? Crime and passenger security is a major issue. Should – and could – Metrolink employ security guards on trams and stations. Should it have its own security system?

Safety is our number one priority and I know that anti-social behaviour, reliability, disruption and capacity are concerns for our customers, so they are things I’ll be working with partners such as GMP, councils and others to improve.

“We, and TfGM, take all incidents of vandalism and anti-social behaviour seriously and have almost 2,000 CCTV cameras covering the Metrolink network that and are used to support operations and to prosecute offenders.

“Key areas where we have undertaken work to improve safety and security include:

  • Body-worn cameras for staff and a comprehensive programme of school and community engagement.
  • In 2018, the TravelSafe Partnerships held sessions with over 14,000 children and young adults.
  • Establishing TravelSafe Metrolink officers, who were amongst the first on the scene of the Victoria station stabbing on New Year’s Eve.
  • Earlier this year we introduced dedicated route teams to gain valuable insight into the specific issues affecting each route and deploy staff to tackle these issues and deter offenders as required. TfGM will be evaluating this new approach to assess if it has been successful in reducing incidents of antisocial behaviour and fare evasion.

Read more of our top stories here

“The safety and security issue is not a problem we can solve alone, and so we will continue to work with TfGM, Greater Manchester Police and other partners to try and address the issues in our communities that impact on the network.

“We and TfGM are also working closely with GMP on the introduction of a new and dedicated transport unit – due to launch later in the year – that will see more than 60 police officers replace existing Police Community Support Officers (PCSOs).”

Rochdale town centre

6: A public consultation on late-night/early morning public transport is currently ongoing. Should – and can – Metrolink trams run into the early hours?

“We already have services operating from early morning – 3am on the Airport line – until late at night. As part of our last service pattern change, we extended operating hours on Sundays to bring them in line with other weekday services. We urge everyone to have their say in the current public consultation on the night time economy.”

7: Are there plans to extend the service to Bolton, Wigan and Stockport? Shouldn’t Metrolink serve all of Greater Manchester?

“We’re supporting TfGM to expand and develop the network as and when possible. The Trafford Park line is scheduled to open next year and provides another step in the right direction to the Mayor’s ambition of delivering a world class network.”

8: What are the main challenges facing Metrolink at the moment and how are they being solved? And what is Metrolink doing to improve reliability?

“Firstly, I want to improve customer satisfaction. I want customers to have a good reliable experience when they use the network and we want to keep them coming back.

“And then there is anti-social behaviour that remains a significant challenge. On the first it’s a matter of getting all the basic rights to improve the customer experience and we are looking at all areas of our delivery to drive up satisfaction.

“KAM has done lots of work already with regards to anti-social behaviour.

“We have increased the number of hours that TravelSafe Officers are on the network and changed the way our Customer Service Representatives (CSRs) work so that they are route-based and build up a deeper understanding of local areas.”

Manchester Victoria

“I’m excited by the challenge of my new job and recognise the importance of my responsibilities.”

TfGM’s head of Metrolink, Danny Vaughan, welcomed the appointment.

He said: “With the Trafford Park line set to open in the first half of next year it’s a really exciting time for Metrolink and I’m delighted to welcome Guillaume on board.

“Since taking over as operator KeolisAmey Metrolink (KAM) has delivered improvements in a number of key areas, and Guillaume has a very clear remit to continue this work with a particular focus on enhancing customer experience and operational performance.”

Keolis is 70 per cent owned by France’s state-owned railway operator, SNCF, and 30 per cent owned by Canadian pension fund, Caisse de depot et de placement du Québec.

Through its joint ventures, it also operates the Docklands Light Railway in London.

Follow reporter Paul Britton on social media

To follow Paul on Twitter, click here.

Or to like his Facebook page and keep up to date with the latest breaking news, click here.

Here’s the link to the M.E.N’s main Facebook page where we share our latest stories.


Comments are closed.