Bee Network launches real-time reporting service to keep passengers safe

Greater Manchester’s Bee Network has launched a new 24/7 Travel Safe LiveChat service that will allow passengers and staff to report antisocial behaviour on public transport.

The first-of-its-kind service launched 16th October as part of ongoing efforts to keep people safe on the Bee Network, which brings together Greater Manchester Police (GMP) and Transport for Greater Manchester (TfGM) together to deliver a more effective response to issues across the network.

Passengers can discreetly report issues in real-time to the LiveChat service from the homepage of the Bee Network app and QR codes on the region’s buses and trams. It means more than half a million Bee Network app users are now directly connected, via their devices, to trained police call handlers who can provide advice and/or dispatch a response to keep passengers safe.

While the police will respond to emergencies and serious incidents, intelligence gathered through LiveChat will also be shared with TfGM. Staff with access to an extensive network of more than 2,500 cameras – covering stops, stations and onboard Bee Network buses and trams – can monitor and co-ordinate the most appropriate response to other incidents. This can include deploying TravelSafe Support and Enforcement Officers (TSEOs) to deescalate situations and provide safeguarding support for passengers. Other measures include notifying security staff at interchanges or on the network to respond and making announcements over the PA system to reassure passengers that the situation is being monitored.

Andy Burnham (pictured), Mayor of Greater Manchester, said:

“With this pioneering, first-of-its-kind approach we are demonstrating once again that the safety of everyone who travels or works on the Bee Network is our number one priority.

“We take a zero-tolerance approach to criminal and antisocial activity on our buses, trams, and at our stations, stops and interchanges, and when someone contacts the new TravelSafe LiveChat, they’ll always be speaking to a real person who can provide specialist support 24 hours a day, seven days a week.

“This is a critical first phase of a new, integrated approach to policing public transport which will provide a more visible presence out on the Bee Network, to reassure the travelling public that we will act swiftly to deter and tackle these behaviours head on.”

TravelSafe LiveChat marks the first step towards further integration between TfGM and GMP which will establish the public transport and active travel network, as what’s dubbed the 11th policing district of Greater Manchester, which will be led by Chief Superintendent Suzanne Downey. Over time, this will lead to a significant increase in the number of officers – police officers, police community support officers and transport security officers on both bus and Metrolink – out on the transport network, jointly reassuring passengers and providing enforcement where necessary.

Assistant Chief Constable Chris Sykes, from GMP, said:

“We’re proud to introduce the new TravelSafe LiveChat feature, which allows passengers to discreetly report crime, antisocial behaviour, or situations that make them feel uncomfortable while using public transport directly from their mobile phones.

“Every report is received and handled by a real person at GMP, ensuring swift, compassionate and human-centred responses. The service is available via the Bee Network app for the first time and can also be accessed by scanning QR codes onboard buses and trams.

“Specially trained staff will use an extensive camera network to monitor incidents and coordinate the most appropriate to take action and reassure passengers.

“This initiative strengthens our commitment to safer journeys and builds on the foundation of existing teams dedicated to traffic and transport-related issues. Through more integrated ways of working between GMP and TfGM, we’re able to deliver more real-time and effective responses.”

The new approach to safety was formally unveiled by the Mayor, at the Department for Transport’s ‘Safer Streets, Safer Transport’ Summit in Manchester city centre.

The event, hosted by local transport minister Lilian Greenwood MP and attended by safeguarding minister Jess Phillips, brought together local government, national government, the transport industry, police forces and non-profit organisations to commit to tackling antisocial behaviour and violence against women and girls on public transport networks across the UK.

Lilian Greenwood MP, Minister for Local Transport, said:

“Everyone should feel safe and confident when they travel. No one should have to think twice about getting on a bus or tram because they’re worried about their safety.

“The Bee Network’s new 24/7 TravelSafe LiveChat is a fantastic example of how local partners can work together to protect passengers and make public transport safer for everyone — especially women, girls and vulnerable groups.”