Taking London's transport system to new heights... and operating it
Our facilities management arm runs the entire operations of the cable car on behalf of Transport for London. Mace constructed what is the UK's first urban cable car transportation system in time for the London 2012 Olympic and Paralympic Games and has provided front of house services, security and maintenance since day one.
Emirates Air Line Project summary
Transport for London
Aedas, Buro Happold Ltd, URS Corporation Group Ltd, Doppelmayr Cable Car
- Start date
- 15 April 2011
This is unprecedented for us, and for the industry. With no systems or procedures in place, Mace's appointment included defining the client’s vision to create a fully managed and reliable service. We navigated the client’s assurance approval process and ensured we gained acceptance of all operating procedures. The result is a breathtaking ride on one of London skyline's most unique features.
The construction itself was a complex project in five separate site locations on either side of the River Thames. The two 90 metre, 570 tonne main towers needed to be absolutely stable for the service to operate safely, and with minimal movement during high winds. Each tower was designed as a complex helix structure using 3D modelling. We brought it to life in just 12 months with clear leadership, creative thinking and a commitment to getting it right first time. This ethos continues to run in the operation of the Emirates Air Line.
Maintaining the spirit of innovation and excellence that drove the construction project, Mace focuses on delivering a world class customer service experience alongside driving revenue and commercial performance to the Emirates Air Line. The Mace team has received the highest customer satisfaction results across the entire TFL network every year since opening and has driven the launch of innovative new products and events such as Champagne flights and fine dining events. This has been underpinned by Mace’s commitment to safety & asset management, becoming accredited to the ISO55001 standard in 2019.
Points of note
A soaring success...The 1.1km cable car is at the very heart of London's regeneration. Creating an iconic and alternative bridge, the Emirates Air Line benefits local residents by linking two of the most used transport modes and two venues, The O2 and the Excel, each of which attract hundreds of thousands of visitors per year.
Sky high diningAcclaimed chef Jimmy Garcia chose the Emirates Air Line in 2019 as the location for his Sky High dining experience. The pop-up restaurant was held in the evenings over the summer and was only possible with the support of the operations team. The front of house team was on hand to help the restaurant customers during their flights and to ensure the evening’s service went as smoothly as possible.
... and a very public successSince its opening the cable car has welcomed over 11.7 million passengers, and consistently ranks the highest out of all Transport for London modes for customer satisfaction.
ISO 55001In 2019 Mace was certified by the BSI to the ISO standard 55001, for asset management at the Emirates Air Line. The 18-month project to create a single, robust asset management platform required collaboration between the client, Transport for London, as well as several key supply partners. This certification is a first for Mace and demonstrates the high standard of working practices and client collaboration encouraged within the business.
“The Emirates Air Line is a fantastic addition to the city's skyline.”
“The Air Line has done so much to help to communities in this area.”