AVL operational centre | Ville de Luxembourg

Overview

The operational centre's main role is to ensure that all AVL lines run smoothly – in terms both of buses and drivers. It serves as an essential point of contact for driver support, and its staff constantly monitors the network to ensure continuity of service for users. If any incident occurs on the bus network, the operational centre responds quickly and takes swift action to minimise disruptions.

Control centre and organisation

The control centre is open without interruption during service hours. It is open from 4:00 to 1:00 from Monday to Thursday, and 24 hours a day from Friday to Sunday.

The operational centre is organised into teams that are specially trained for these roles. Nineteen drivers have been specially hired and trained to work at the control centre. Over 400 drivers – 225 AVL drivers and 200 subcontracted drivers – are on duty every day.

Managing incidents and unforeseen circumstances

Every day, the operational centre has to deal with incidents and accidents on the network. These may be vehicle breakdowns, technical issues, traffic disruptions, or accidents, whether or not injuries are involved. When these incidents occur, the centre also provides support to passengers.

Whenever an incident occurs, the situation is handled by the agent who is on duty at the time. In such cases, their work entails finding a replacement for both the driver and the vehicle involved, working closely with mechanics and other technical support staff, communicating with passengers and, where necessary, coordinating the response with the emergency services.