WTM boss responds to transport chaos criticism – TravelMole Exclusive

World Travel Market exhibition director Craig Moyes answers questions following the chaotic transport problems that dogged this year’s event at ExCel in London’s Docklands. 

Q) Did organisers not foresee likely transport problems in advance and so what action was taken?

A) Firstly, let me stress that one of World Travel Market’s priorities is always to ensure that delegates are offered the most efficient transportation service with additional travel options and minimum disruption.

To this end, we work closely with the management of DLR and TFL year-round but, as I am sure you will appreciate, we are not in a position to make changes to the transport system, merely lobby and put forward a strong case.

We were extremely concerned about the problems which clearly were not of our making. We were told they were caused by a mix of signalling, power and technical failings.

There was an added problem this year for us to cope with because of improvement work which is being carried out on the DLR until 2010 to meet anticipated growth and as part of the preparations for the London Olympics in 2012.

This meant that the peak frequency service to London ExCeL was 3.3 minutes in peak times compared with 2.5 minutes last year.

As an additional precaution, World Travel Market organised a regular and continuous complimentary service with nine 90-seater double decker buses, taking some of the delegates on the final part of their journey to the Western Entrance at ExCeL London from Canning Town station. Other delegates were, as you know, transported via the DLR.

This provided two main options for delegates arriving at Canning Town. Staff were be on hand to direct delegates to either the next train departure or bus departure, which ever was the most appropriate.

BACKGROUND:

Passenger numbers are expected to rise from 62 million in 2007 to 80 million a year by 2010 and it was therefore vital to increase capacity. A solution was identified to increase trains from their current two carriages to three carriages, increasing capacity by up to 50 per cent on the busiest routes.

Work on the DLR includes:

** Extending station platforms to accommodate longer trains.

** Re-modeling Tower Gateway station.

** A new station east of the existing South Quay station.

** Strengthening of viaducts to carry an additional carriage.

** Construction of two new railway junctions adjacent to Poplar and Canning Town stations to improve train reliability and frequency at these busy locations.

Q) What could have been done better to ease congestion?

It is hard to know what else can be done by World Travel Market as we simply do not have control over London’s Public Transport network.  We only wish we did!

Q) Has there been contact with Transport for London since to ensure that there’s not a repeat in 2009?  What reassurances. If any, are there?

A) We were in continuous contact with DLR and TFL before and during World Travel Market.

We have stressed repeatedly to them in the very strongest terms as well as the Mayor’s office, the London Development Agency, Visit London and Visit Britain the absolutely crucial importance of World Travel Market as an excellent showcase for London.

Since we came to ExCeL in 2002 there have been literally scores of meetings between senior management.

You cannot help but worry about 2012 when 50,000 World Travel Market delegates worldwide are disrupted – a drop in the ocean compared to the volumes expected for the Olympics.

Since World Travel Market 2008, there have been discussions with Barbara Follett MP, the new Minister for Culture, Creative Industries & Tourism who as you know, apologised for the public transport problems at the Ministers Summit on behalf of the UK Government.

Since then a letter has been sent to her, Boris Johnson, the Mayor of London, DLR, TFL, ExCeL London and Visit London.

We are now urgently seeking a meeting at the highest level to explore these problems in detail and to ensure that, as far as possible, there is not a repeat.

However, no exhibition can ever completely rule out transport problems such as signaling, power and technical failures.

Q) Does ExCeL remain the venue of choice for WTM?

A) Yes, absolutely. It is one of the best in Europe with world class standards. No other exhibition centre in the UK boasts a 100-acre campus with easy access to the Jubilee Line and London City Airport and parking for 4,000 cars plus hotels, restaurants and bars.

Q) What message do you have to disgruntled WTM visitors, many from overseas who were particularly frustrated?

A) I know that you will appreciate this was a situation completely out of the control of World Travel Market. However it does not stop us understanding just how difficult this made things for delegates.

Each year we try to anticipate potential problems to ensure a completely trouble free event. We want all participants to be able to focus entirely on business without distractions.

Obviously, this was not the case at the start of the week. You can be assured that we expressed our real concerns at the highest level and will be following up with a series of meetings.

Q) Is use of the regular Thames riverboat shuttle Travel to ExCeL London with Thames Clippers a viable option to help relieve the rail system?

A) Yes, we offer delegates special discount packages on our website for Thames Clippers, the leading travel service on the Thames. Delegates can travel on the standard commuter service from any pier on our route to Canary Wharf Pier and change at Canary Wharf Pier for the direct shuttle bus to Excel London. Staff were at Canary Wharf Pier to help direct passengers to the shuttle bus service.

However, while we will always promote this excellent service, it simply does not have sufficient capacity to accommodate large numbers of WTM delegates

Q) Will the catering facilities improve in 2009? Were the length of the queues foreseen?

A) The catering facilities are the overall responsibility of ExCeL London but we do work closely with the catering franchises to ensure that we offer the best possible service. In fact ExCeL provided more catering outlets than ever before for World Travel Market.

This year saw a record number of more than 50,000 delegates and this inevitably means that there will be some queuing at peak times of the day. We always advise visitors to avoid the queues by getting their lunch or refreshments at less busy times of the day.  

Q) Many of the timetables for seminar events were displayed incorrectly on the screens. Has this been looked into for next year?

A) It is unfortunate that some exhibitors did change the timings of their seminars and meetings. The schedule in the WTM Route Planner was correct at the time of going to print.

The display boards on site did reflect the last minute changes that we knew about and in addition we displayed further notices on the doors of relevant function rooms to inform attendees.

Q) Will the ExCeL extension be ready for next year? Will both entrances be open?

A) The plans to increase ExCeL London’s event space by 50%, including a 5,000 convention centre will be completed in 2010. As you probably know, ExCeL is to play a central role in 2012, hosting seven Olympic and five Paralympic events.

This means that work on the extension will be continuing in 2009 and there will be no Eastern Entrance.

Q) Have forward bookings gone as well as you would have hoped?

A) We are much encouraged by exhibitor forward bookings for 2009 which have increased in comparison to the same time last year.

I believe that while there are always improvements we can make to the event and exhibitors and visitors have my assurance that we will continue to make it fresh, exciting and, above all, relevant and effective.

This support, though, from across the world, further demonstrates the pivotal role that World Travel Market plays in the overall strategic direction and business focus for 5,500 exhibitors.

What other parking for 4,000 cars, 5 on-site hotels and numerous on-site bars and restaurants.