Why can't Vline trains depart at the same platform at Southern Cross each time?

 
  xxxxlbear Token Booking Clerk

Location: Geelong
Anyway, back to topic. I think that the objective of having trains depart from consistent patterns is a worthy one - but that the real issue is making sure where customers know where to go.

Someone mentioned ticket barriers before - one of the advantages of having a single ticket barrier line is that customers going through will be able to seek information from the ticket barrier attendant (eg. you're going to have to walk within a few meters of a staff member when you enter / exit the barriers).  The barriers will of course be staffed in due course.

The electronic signs at Southern Cross could be improved signficantly.

The implementation of 15/16 will be a new opportunity for customer education.

Maps would assist customers to work out what line their station is on (eg. yes, Lara is on the Wendoree Line).

I really like the approach used at many mainline stations in London where they have giant boards and have departure times for services to every individual station (eg. you find the station you are going to, and a total list of departures is provided, ordered by time). It is really useful as it gives you an idea of the frequency and when the next train is - and then you just need to work out which service it is.
Revenue

Maps would help the customer work out which line the station they want is on....if it is correct.
Last time I chaeked, Lara was on the Marshall (Warrnambool) line!!!! Laughing

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  Revenue Chief Commissioner

Maps would help the customer work out which line the station they want is on....if it is correct.
Last time I chaeked, Lara was on the Marshall (Warrnambool) line!!!! Laughing
"xxxxlbear"


And if I can make that mistake - then it shows you how a customer could make it too!  Razz

The one good thing about Southern Cross is that the screens on the platforms do tell people which stations the train stops at - the problem is finding the right platform.

And you need to try and avoid things like this:

http://m.smh.com.au/comment/bound-for-bathurst--but-no-one-on-board-20130603-2nm4k.html
  xxxxlbear Token Booking Clerk

Location: Geelong
And if I can make that mistake - then it shows you how a customer could make it too!  Razz

The one good thing about Southern Cross is that the screens on the platforms do tell people which stations the train stops at - the problem is finding the right platform.

And you need to try and avoid things like this:

http://m.smh.com.au/comment/bound-for-bathurst--but-no-one-on-board-20130603-2nm4k.html
Revenue

It's all in how Customer Service is presented I guess. What happened with the Bathurst train should never have happened-all it would take is 1 short ~20 second PA announcement advising of the front train and its destination. I may have figured that out if there is 3 trains nose-to-tail standing at a platform, and my train is the first to go, then it should be obvious that the front train is the train that I want. But most people may not pick up on that. And all it takes its is a simple PA annoucement, and possibly a sandwich board advising of departure time, destination, and which carriages are make up the train.

And with Southern Cross, if people are standing at the Collins Street end of Southern Cross, the platforms that people may need help with are pl. 1, 2b, and 8 South. I have been caught out with 8South a couple of times early on, as it is somewhat hidden around a corner!!
  Revenue Chief Commissioner

You can't rely on annoucements because they don't work particularly well with non-english speakers or people with hearing impairments (plus I can't understand them half the time myself - and I've got pretty good hearing). In fact, if you relied purely on announcements then you'd be in front of the tribunal in about thirty seconds flat!  Sandwich boards can work pretty well - particularly when something 'unusual' is happening.

There have to be some improvements that can be made - that don't cost too much money.   Smile
  ab123 Chief Train Controller

Food for thought: you can't easily get from the car sidings to platform 1,2 or 3. The same goes for the bank sidings to to platform 8. The design of the station and yard can be quite prohibitive.

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