TravelSafe LiveChat reaches major milestone

Greater Manchester Police (GMP) and Transport for Greater Manchester (TfGM) have reached a major milestone, with the TravelSafe LiveChat service recording its 1,000th report since launching in October last year.

The jointly managed service connects passengers across the Bee Network directly to trained GMP call handlers, enabling them to report anti-social behaviour, suspicious activity, welfare concerns discreetly and in real time. 

Each LiveChat represents a moment where officers have been able to respond quickly, provide reassurance, and in many cases, prevent situations from escalating, when a passenger has felt unsafe or uncertain. 

Since its launch on October 16, 2025, TravelSafe LiveChat has seen a significant increase in usage.  

Previously, using the TfGM-only LiveChat service, it took 16 months to record 1,000 LiveChat interactions.  

With the introduction of the joint GMP and TfGM service, the same number of reports has been reached in just over six months. 

Usage continues to grow as more people find out about the service and are now using it confidently. 

TravelSafe LiveChat is the first step towards further integration between GMP and TfGM as part of a new approach to policing the transport network and reassuring the travelling public. 

Examples of recent incidents: 

• Reports were received of drunk men on the way to the airport who were shouting, acting in an intimidating manner and making comments that left passengers feeling unsafe. The group consisted of three males who also had a large dog with them that was not on a lead. Patrols attended and removed them from the bus. 

• A concern for welfare was raised regarding a man in his 30s who was lying on the floor next to a bus stop and appeared heavily intoxicated. Trained call handlers applied the “Right Care, Right Person” approach and directed the matter to the Northwest Ambulance Service (NWAS). 

• There was a report of a male on the tram who was shouting at and harassing female passengers. He was slurring his words, had fallen over some seats, and was drinking from a bottle of vodka. After shouting at two females who had moved seats, he followed them and sat between them on a two-seater. The tram was held at Monsall where patrols attended. The male resisted arrest and was subsequently detained for being drunk and disorderly. 

In addition to these incidents, officers have responded to a wide range of issues, including antisocial behaviour, loud music on trams, vandalism, and inappropriate or abusive comments. 

Neil Smitham, Call Handling Supervisor at GMP, said: “Reaching 1,000 TravelSafe LiveChats since the launch highlights just how important this tool is in helping us create a safer environment on public transport. 

“We want everyone using the Bee Network to feel as safe as possible, and LiveChat is a vital part of that. 

“This milestone also shows growing public confidence in our ability to respond and support people when they need us most. No matter how big or small an issue may seem, we are here to help.” 

How TravelSafe LiveChat works 

The service is designed to be quick, easy and discreet to use: 

• QR codes displayed on buses, trams and interchanges allow passengers to scan and instantly start a LiveChat 

• Passengers can also access LiveChat directly via the Bee Network app 

• Connections to GMP call handlers are answered promptly within the control room 

Vernon Everitt, Transport Commissioner for Greater Manchester, said: “Reaching this milestone within just a few months of launching TravelSafe LiveChat shows that our pioneering approach to policing public transport is working. 

"Giving passengers the confidence to report their concerns discretely while travelling on the Bee Network is making a real difference. 

“By working together, we can act swiftly to deter and tackle unwanted behaviour. We will continue to work as a partnership to make sure people feel safe on the Bee Network.” 

Kate Green, TfGM’s TravelSafe Partnership Manager, said: “The safety of passengers and our staff on the Bee Network is our top priority. 

“TravelSafe LiveChat means that we can respond quickly to concerns about criminal and anti-social behaviour on our buses, trams, and at our stations, stops and interchanges. 

“We are committed to working closely with GMP through the TravelSafe Partnership as LiveChat continues to grow.”