Disgusted at service on major event day

 
  loco958 Station Master

Having purchased tickets to the Strikers semi final,I along with my daughter decided we would catch a train to the event.

Going through metro website, decided that we would catch 4.13pm train from Hallet Cove Beach station to Adelaide.

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  loco958 Station Master

Having purchased tickets to the Strikers semi final,I along with my daughter decided we would catch a train to the event.

Going through metro website, decided that we would catch 4.13pm train from Hallet Cove Beach station to Adelaide.


Will finish tomorrow as computer has crashed
loco958
  seb2351 Chief Commissioner

Location: Sydney
Having purchased tickets to the Strikers semi final,I along with my daughter decided we would catch a train to the event.

Going through metro website, decided that we would catch 4.13pm train from Hallet Cove Beach station to Adelaide.
loco958
**In dramatic narrators voice**
Will this user finish the journey? What troubles have befallen our intrepid traveller? Tune in tommorrow for another gripping episode of "When travelling on Adelaide Public Transport"!!

Razz
  justapassenger Minister for Railways

I wonder if they've made it to the city yet? Maybe their train has ground to a halt in that mobile blackspot between Hallett Cove and Marino?

In all seriousness, it looked like a complete dog's breakfast on Saturday, I saw a number of completely rammed trains as I rode back from the TDU at Willunga via the Marino Rocks Greenway route.
  Raichase Captain Rant!

Location: Sydney, NSW
I'd suggest the OP address their complaint to the transport authority for Adelaide (whatever they're called), or the Transport Minister, as ranting about it on Railpage won't do anything...
  freightgate Minister for Railways

Location: Albury, New South Wales
Please come back and tell us the entire story.
  loco958 Station Master

Having purchased tickets to the Strikers semi final,I along with my daughter decided we would catch a train to the event.

Going through metro website, decided that we would catch 4.13pm train from Hallet Cove Beach station to Adelaide.

The train turned up 2 minutes late, with a reasonable crowd awaiting for it.

Doors opened and the train was full, but we managed to get aboard.

Station by station, people kept boarding to the point that people wishing to alight from the train could not exit and visa versa people waiting at stations wishing to board could not.

The train arrived at Oaklands Park station when the driver made announcement that the train is to capacity and would running express to adelaide railway station. The train was extremely hot with the airconditioners battling to keep up with the extra people on board and people were extremely unhappy with the conditions.

This meant anyone wishing to alight at any of the stations after Oaklands would no be able to and anyopne wish to catch the train also were not able to board. The train was a regular scheduled train operating on a Saturdays timetable, without any extra services added to convey the large crowd to and from the special event.

Authorities must have been aware that the Strikers Semi final at Adelaide Oval was going to attract a large crowd and yet again did not provide the appropiate service to the public to fullfill the demand.

In future if attending any special events in the future, I would be hesitant in utilising public transport, because of this experience.

P.S Sorry about my laptop breking down and not being able to complete the forum last night.

Cheers
loco958
  Raichase Captain Rant!

Location: Sydney, NSW
I'll repeat my earlier comment as it seems to have been ignored.

Making your complaint here will have no effect. Address your complaint to the transport authority and/or the Transport Minister of your state government.
  freightgate Minister for Railways

Location: Albury, New South Wales
The transport authorities would on some way read Railpage.
  justapassenger Minister for Railways

I'll repeat my earlier comment as it seems to have been ignored.

Making your complaint here will have no effect. Address your complaint to the transport authority and/or the Transport Minister of your state government.
Raichase
Rubbish.

Making a complaint to DPTI will get nothing more than a meaningless platitudes (usually "we have forwarded your comments to the relevant team") instead of action - as proven by the complaints to DPTI about the poor service on the four match days earlier in the series going unheeded!

In the face of inaction, taking it to social media in the hope of embarrassing them into a genuine response is a reasonable escalation.

The question is whether anyone from the department will be man enough to come out and admit they got it wrong instead of just going for the scandal management approach.
  Raichase Captain Rant!

Location: Sydney, NSW
Rubbish.

Making a complaint to DPTI will get nothing more than a meaningless platitudes (usually "we have forwarded your comments to the relevant team" instead of action - as proven by the complaints to DPTI about the poor service on the four match days earlier in the series going unheeded!

In the face of inaction, taking it to social media in the hope of embarrassing them into a genuine response is a reasonable escalation.
justapassenger

The transport authorities would on some way read Railpage.
freightgate
These two comments are so typical of railfan logic. It's very obvious that railfans live in a fantasy world in which trains are run solely for the taking of photos and discussion on Railpage.

Saying that "complaining directly will have no effect" is meaningless, as you're not basing it on any concrete experience. I'm not going out on much of a limb here to suggest that justapassenger has no actual experience working for a transport company, because complaints are typically addressed. It may be, shock horror, that the company is not at fault, and that it is limits placed by the Transport Ministry that is constraining the company. The operator can hardly provide additional services if the ministry won't budget for it. Complaints are read and looked into, although because people demand an "instant response", a generic form letter is usually sent out to indicate that the complaint has been received and is being looked into.

As for the stupid comment from freightgate (because that's what it is, it's just stupid), what kind of pointless cyclical logic is that? If Joe needs to tell Martha something, better go write it down and stick it to the bottom of his shoe, because "he's sure she'll look at the bottom of his shoe at some point".

I've addressed plenty of complaints to ministers and transport operators over the years, and they've all been actioned upon. Funny thing is, nothing I've whinged about on Railpage has ever been addressed. This is a Railfan website for enthusiasts to discuss the hobby. Nothing said here is taken seriously by transport operators, especially if they do monitor this website, they'd likely get a good laugh from some of the ignorant comments made here every day by armchair operators who certainly know better than the people that do this for a living.

What a joke.
  seb2351 Chief Commissioner

Location: Sydney
Rubbish.

Making a complaint to DPTI will get nothing more than a meaningless platitudes (usually "we have forwarded your comments to the relevant team") instead of action - as proven by the complaints to DPTI about the poor service on the four match days earlier in the series going unheeded!

In the face of inaction, taking it to social media in the hope of embarrassing them into a genuine response is a reasonable escalation.

The question is whether anyone from the department will be man enough to come out and admit they got it wrong instead of just going for the scandal management approach.
justapassenger
This is an interesting comment. Coming from a "world class rail operator " (Falls to the ground laughing, then salutes my picture of Gladys) I can say with confidence that customer complaints are treated seriously. As both the recipient of compliments and complaints, there is a standardised system where everything is documented and a paper trail exists. These are subsequently audited to prevent, as you say, meaningless platitudes and count as part of the responsible manager's KPI's

Whether the response from management is adequate or not in the eyes of staff is another story, but there is accountability.


I may not be that experienced with the Adelaide system, but I would find it quite incredible if a similar system does not exist within TransAdelaide. The public accountability aspect alone demands that it exists.

I have found, that those who choose to vent via social media will rapidly find themselves in difficulty later, particularly when it comes to finding employment. Once its in the public domain, its there for life for all and sundry to view.
  loco958 Station Master

This is an interesting comment. Coming from a "world class rail operator " (Falls to the ground laughing, then salutes my picture of Gladys) I can say with confidence that customer complaints are treated seriously. As both the recipient of compliments and complaints, there is a standardised system where everything is documented and a paper trail exists. These are subsequently audited to prevent, as you say, meaningless platitudes and count as part of the responsible manager's KPI's

Whether the response from management is adequate or not in the eyes of staff is another story, but there is accountability.


I may not be that experienced with the Adelaide system, but I would find it quite incredible if a similar system does not exist within TransAdelaide. The public accountability aspect alone demands that it exists.

I have found, that those who choose to vent via social media will rapidly find themselves in difficulty later, particularly when it comes to finding employment. Once its in the public domain, its there for life for all and sundry to view.
seb2351
All I will say in closing,

I have read many articles here relating to people having a whinge { about rail issues }

Forgive me if I thought this was the place to discuss such issues.

And besides I have not advertised on here, if I have not fowarded my compliant on or not.!!

Thanks
  JoppaJunction Chief Train Controller

Location: Banned
All I will say in closing,

I have read many articles here relating to people having a whinge { about rail issues }

Forgive me if I thought this was the place to discuss such issues.

And besides I have not advertised on here, if I have not fowarded my compliant on or not.!!

Thanks
loco958

I am sure many users on here will read with interest your posts and experiences.  Welcome to Railpage.
  seb2351 Chief Commissioner

Location: Sydney
All I will say in closing,

I have read many articles here relating to people having a whinge { about rail issues }

Forgive me if I thought this was the place to discuss such issues.

And besides I have not advertised on here, if I have not fowarded my compliant on or not.!!

Thanks
loco958
Sorry Loco, my comment was rather directed at justapassenger not your own experience.

I can see value in your views, and I hope you are encouraged to share them in the future.
  freightgate Minister for Railways

Location: Albury, New South Wales
Seconded.
  62440 Chief Commissioner

As an aside, if they had been acting with a little more foresight, they could have run a 6 car set, except it could not stop at Oaklands which is too short. Best they could do is run 4 car diesels!
  freightgate Minister for Railways

Location: Albury, New South Wales
For the record @Raichase my point is simply posting information about how services can be improved is something on interest on this site and I believe rail authorities do pass through here.

I at no point was suggesting the user NOT also advise Adelaide Metro directly.
  justapassenger Minister for Railways

As an aside, if they had been acting with a little more foresight, they could have run a 6 car set, except it could not stop at Oaklands which is too short. Best they could do is run 4 car diesels!
62440
Double EMU consists can and do stop at Oaklands, Marion and Mile End despite being longer than the platforms at those stations. They were ordered with Selective Door Opening for this very purpose, there are announcements made as the train approaches these stations so passengers in the 5th-6th cars can walk forward through towards the 4th car before the stop.

Saying that "complaining directly will have no effect" is meaningless, as you're not basing it on any concrete experience. I'm not going out on much of a limb here to suggest that justapassenger has no actual experience working for a transport company, because complaints are typically addressed.
Raichase
Correct.

However, I do unfortunately have plenty of experience with dealing with the PR operatives (to call them customer service would be grossly unfair to customer service professionals elsewhere) at Adelaide Metro. The only way I've ever managed to get anything more than a generic letter fobbing me off was to initiate a credit card chargeback (pro tip - never EVER buy public transport tickets with cash!) and return the remainder of the MetroTicket (and a brick) to their Reply Paid address.

IF there were valid reasons to not strengthen the consists for the heavier loads known to be travelling to major events, people would have a lot more respect for the Department if they actually stated them in response and kept correspondents in the loop with updates on the issues' rectification, instead of the current approach merely saying they "will pass this on to the relevant team."

This is all Customer Service 101, and most definitely nothing particular to the public transport sector. And on that front I do have plenty of prior experience.
  David Peters Dr Beeching

Location: "With Hey Boy".
Adelaide Metro are renowned for not having good customer relations on just about anything. The whole lot could do with a good shape up or ship out. Some responses even from PSA's at times leave you speechless. Others though go all the way to inform you if a problem crops up. A lot of A.M. employees it is just a job and the public be damned, it might not be so but that is how it appears though. They treat you as if you are just a load of cattle, and probably cattle are more informed than the passengers. When you are left sitting in a railcar stationary for about a half hour or more you do start to question what the hell is going on. You rarely get an answer though, and they wonder why pax complain!

There have been a couple of emergency type of things in recent years that could have been handled a hell of a lot better though, they seem to panic first worse than Basil Fawlty. As for planning don't make me laugh they seem too scared to get out of their comfort zones at the best of times during events and trips like the OP posted are not rare though they are common place!
  mm42 Chief Train Controller

Loco958, if your local State MP were in government, it could be worthwhile booking an appointment with your local State MP. However Hallett Cove is marked blue on the State Electorate map, so it might become a political football if you were to raise it.  Alternatively raise it in a letter or email to the Minister for Transport.  Whenever I have written to politicians there has been a processes to ensure that each piece of correspondence gets a considered response.

Ensuring that there is sufficient public transport capacity for events should be part of the outputs purchased by government from Adelaide Metro, and there should be penalties for violations or load breaches.  Ideally there should be a senior position in Adelaide Metro of an events transport planner, whose role is to plan capacity for known events and evaluate the outcomes.  This could be badged as part of building an "Events State".

When your train bypassed the stations after Oaklands, could you see disappointed intending passengers ?  What was your return journey like ?

If you were on a train that couldn't accept more standees, this regularly occurs in Melbourne.  Last year I was waiting for a Werribee line train at Southern Cross in the evening peak, and a 6-car train left half a train-load behind because there wasn't even standing room.  Fortunately the next train was only 10 minutes behind and had room.  Another time at "White Night" in February last year I talked with a lady waiting at Flinders Street for a Pakenham line train about 11 pm.  She had missed the previous 2 trains because they were too full, and it seemed she was about the miss the next one.  Trains were every half hour, so she probably waited about 2 hours standing on a crowded platform while the nimble pushed in front of her as soon as a train arrived.  So sometimes Melbourne doesn't get it right.
  raymond Deputy Commissioner

Location: Gladstone, Queensland
For someone from Queensland,who or what are the Strikers?




RAYMOND
  nm39 Chief Commissioner

Location: By a road taking pictures
For someone from Queensland,who or what are the Strikers?




RAYMOND
raymond
Adelaide Strikers Cricket Team from the Big Bash League. The attendance at the game was 52633 people. A large number of these patrons traveled by train into the city.
  bingley hall Minister for Railways

Location: Last train to Skaville
Obviously never tried getting to/from a major sporting event on the London Underground.
  justapassenger Minister for Railways

The attendance at the game was 52633 people. A large number of these patrons traveled by train into the city.
nm39
A record crowd for any sporting event at Adelaide Oval, and for a domestic cricket match at any venue in Australia.

When the redevelopment of Adelaide Oval to hold such large crowds was being sold to the public, the ability of the public transport system to get people there and back was trumpeted as one of the biggest reasons we should have a full-sized stadium in the city. Unfortunately it appears that ability and results are different.

In addition to the public transport system not being agile enough to add capacity (even if it was only in the form of double consists, not extra trains needing extra staff), on-street parking in the area was restricted that evening due to the setup of the Tour Down Under circuit for the following morning, something that the Department of Planning*, Transport and Infrastructure was quite well aware of as they had posted detour information on their website.



* maybe

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