When an event occurs (for example, a passenger pulls the emergency brake because someone on the train is sick), the operator contacts a regulator in the control centre to determine the nature of the incident. The control centre then work out an action plan to re-establish service as promply possible.

Working with the controller in charge, they estimate the time needed to resume service. If the interruption is expected to last longer than 10 minutes, a message is sent out on our mobile platforms: Twitter, text and email alerts, website advisories and opening message for 514 STM-INFO, as well as broadcasted in métro stations and inside trains (audio message and screen displays).

The bus operations centre (COP) is notified and operations supervisors (CO) head out to the busiest métro stations. There, along with station staff, they make sure customers are informed and redirected toward alternative means of transportation. If the service disruption is expected to last longer than 30 minutes, special bus service is deployed.

Re-establishing métro service becomes priority number one for all involved crews. Once it is back to normal, a message is again sent out through all information tools to notify customers that service is resuming.