Cityrail/Countrylink complements thread

 
  bowralcommuter Chief Commissioner

Location: Asleep on a Manly Ferry
It seems this organisation gets a thorough flogging but receives few positive feedback. I thought if anyone had any good experiences, then we can put them here.

This morning I had an excellent train guard on my 7:15 Macarthur to City service. He announced very single station clearly, with interest in his voice and as the train got crowded, reminded passengers every few minutes to spread out along the carriage. He announced every single train connection possible at each station, this included every train, bus and light rail at Central, and giving the appropriate platform and every Ferry Service and appropriate wharf number at Circular Quay. Not good if you wanted a snooze but very informative and professional! Very Happy In addition, I caught a quick glance of his appearance when I changed trains at Macarthur and he was immaculate with shirt tucked in and tie done up. I'm sure there are others like him out there but I thought it deserved some positive feedback, which has been submitted on the Cityrail feedback form on their website.

I'll also point out that twice I've seen a driver that posts on this forum on stations and both times he was immaculately dressed, good to see him setting an excellent example and taking pride in his appearance.

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  joshrj45 Beginner

Is he the super cheery guy who talks like a plane pilot when passing through the airport line?
  bowralcommuter Chief Commissioner

Location: Asleep on a Manly Ferry
Is he the super cheery guy who talks like a plane pilot when passing through the airport line?
"joshrj45"


Well he sounded very cheery. Very co-incidentally I had him on my trip home the other day via the Airport. He repeatedly announced that Mascot isn't an airport station and passngers for T1 and T2 please alight at Domestic, passengers for T3 get off at International (I don't know if I got the terminals right, probably not).
  joshrj45 Beginner

Well he sounded very cheery. Very co-incidentally I had him on my trip home the other day via the Airport. He repeatedly announced that Mascot isn't an airport station and passngers for T1 and T2 please alight at Domestic, passengers for T3 get off at International (I don't know if I got the terminals right, probably not).
bowralcommuter
Yeah, I think there's 2 cheery announcers during peak. The guy I'm thinking of also says things like "the doors are on the llllleft"
  GeoffreyHansen Minister for Railways

Location: In a FAM sleeper
I think Cityrail's biggest strength is its staff especially on the smaller stations, often being friendly to passengers and there have been times when staff have really gone out of their way to help me including station staff and train guards.

One particular incident for me occurred at Chatswood when I was just quietly looking at a map. A staff member ask me where I was looking for and I said a hardware store. He then went and got a street directory and advised me that I was better off going to St Leonard's and he told me what train to get etc.

Well done Cityrail.
  fixitguy Chief Train Controller

Location: In Carriage 4 on a Tangara
Well he sounded very cheery. Very co-incidentally I had him on my trip home the other day via the Airport. He repeatedly announced that Mascot isn't an airport station and passngers for T1 and T2 please alight at Domestic, passengers for T3 get off at International (I don't know if I got the terminals right, probably not).
bowralcommuter
T1 for International, T2 and T3 for Domestic

Now for my praise.
There are some dedicated Cityrail guards who will do that little bit extra. I had one that anounced all the stationsthe train stopped at I think today or yesterday when i boarded on Hurstville at 8:25 on a all stations service bound for Waterfall. The guard said every single station the train stopped at. Some guards even say "Welcome to Cityrail". I would like to thank them for speaking in a clear voice and doing something extra to make the trip more enjoyable.
  Watson374 Chief Commissioner

Location: Fully reclined at the pointy end.
T1 for International, T2 and T3 for Domestic
"fixitguy"

...but wait, there's more!

I've had one guard announce door opening sides, and thank international visitors for coming to Sydney at International, wish Sydney-based travellers a good flight, and so on.

I thought it was great, but there was a feral having a go at him (by means of yelling at the internal DMI, but whatever).
  sle308 Beginner

A few cheery guards on the east hills/airport line. The guard i had last Wed 15th on the 8.31am service out of MacArthur whilst on my way to town for an appointment. He was also super cheery. Probably one of the guard's mentioned above. I have had him before as well. He sounded like he was a radio announcer, made us laugh & smile. Mentioned about the position of the lift for passengers from the airport. He also mentioned about the sunshine and city views out of the airport tunnel from Green Sq whilst travelling to Central. He also wished us the very best, have a great day at work and to be safe. Unusual for a guard, but very pleasant to hear to brighten our day.
  Watson374 Chief Commissioner

Location: Fully reclined at the pointy end.
#throwback, but during the last PM peak of Illawarra S sets on the SWTT, I got a guard who was very pleased to announce to us all that we would never have to endure "these non-air-conditioned trains" ever again "from tomorrow morning". Great news, but I'm not sure if it made up for the fact that first and last cars had to be isolated, and that "tomorrow" (a Saturday) would see the entire Illawarra down for trackwork.
  Murasaki Chief Train Controller

Location: Going sideways... in carriage DET-9216 (>ω<)
I shall send a (rather late) complement to the gentleman who expressed concern about my presence at Lochinvar station in (December 2012), through the Help Station speakers! (O_O)
  whatisatrain Beginner

one time in the middle of winter i had missed the last train out of lithgow by 5 minutes. I was trying to fall asleep to try forget about the below 0 temperature. I was approached by the station manager and offered to open a waiting room used for the bus services. He turned the heating on, brang a blanket in and coffee every half an hour. Great service up them ways.
  bowralcommuter Chief Commissioner

Location: Asleep on a Manly Ferry
one time in the middle of winter i had missed the last train out of lithgow by 5 minutes. I was trying to fall asleep to try forget about the below 0 temperature. I was approached by the station manager and offered to open a waiting room used for the bus services. He turned the heating on, brang a blanket in and coffee every half an hour. Great service up them ways.
"whatisatrain"


Unfortunately its great people like this that don't get the credit they deserve. The media prefer to publish information that degrades staff rather than commend them.
  xxxxlbear Token Booking Clerk

Location: Geelong
It is great to see compliments coming to the surface re CityRail and CountryRail...I hope there will be more like this!
Whenever I have had the chance to go home to Balmain in the inner west, I have used the trains/buses/ferries at every available opportunity, and have had no issues at all with any staff.

BUT I was just wondering if it is worth lodging the compliments with the businesses themselves, and offering full details such as date, train time, staff name if known. I am sure CityRail and CountryRail would take great interest in any compliment received.

Great staff are worth their weight in gold, and deserve to be officially recognised Smile
  bowralcommuter Chief Commissioner

Location: Asleep on a Manly Ferry
It is great to see compliments coming to the surface re CityRail and CountryRail...I hope there will be more like this!
Whenever I have had the chance to go home to Balmain in the inner west, I have used the trains/buses/ferries at every available opportunity, and have had no issues at all with any staff.

BUT I was just wondering if it is worth lodging the compliments with the businesses themselves, and offering full details such as date, train time, staff name if known. I am sure CityRail and CountryRail would take great interest in any compliment received.

Great staff are worth their weight in gold, and deserve to be officially recognised Smile
"xxxxlbear"


I fill out a complement form on the cityrail website when I experience a staff member going the extra mile for the passenger/s
  Kurmudgeon Junior Train Controller

BUT I was just wondering if it is worth lodging the compliments with the businesses themselves, and offering full details such as date, train time, staff name if known. I am sure CityRail and CountryRail would take great interest in any compliment received.

Great staff are worth their weight in gold, and deserve to be officially recognised Smile
xxxxlbear

A few years ago I sent positive feedback about staff members' service (to myself and a family sitting further down the carriage) on a Countrylink journey I took. The reply was a thanks and that they'd pass it on to the staff (I didn't get staff names, but provided the date and which service it was on, so I'm sure it made it to the right people).
  xxxxlbear Token Booking Clerk

Location: Geelong
A few years ago I sent positive feedback about staff members' service (to myself and a family sitting further down the carriage) on a Countrylink journey I took. The reply was a thanks and that they'd pass it on to the staff (I didn't get staff names, but provided the date and which service it was on, so I'm sure it made it to the right people).
Kurmudgeon

I am sure it did, and the staff member would have been stoked to have received your compliment....I think all CityRail or CountryLink needs are the date, time, station if applicable, or train service. Then they will be able to match up your information with the right staff member according to rosters etc.

Last time I made a compliment, it was to the local taxi company regarding a fantastic, and rather good looking, taxi driver. When I rang, the call centre person was dumbfounded when I said I wanted to make a compliment, and sounded like she didn't really know what to do!! All I said was just to make sure the taxi driver receives the compliment, and that the relevant supervisor hears of my compliment as well!!!!! Laughing
  Raichase Captain Rant!

Location: Sydney, NSW
Speaking as a former CSA, I can state that any correspondence (good or bad) that goes into the organisation is passed onto the staff in question when they can be determined. Normally there's a letter of thanks from management handed out in front of ones peers at a meeting, which is a nice gesture. It's good to recognize when people do things well.
  Dungog Diesel Junior Train Controller

First of all, congrats to bowralcommuter, this is an excellent idea for a thread.

Now for my two cents worth - I've been noticing a newer generation of guards recently (I'm told that lately there have been guards schools coming out every month or so) who have been noticeable for their enthusiasm, their announcements and their clear communication. It's obvious that Railcorp has really made a genuine effort to focus on these areas when recruiting new staff. Great to see.
  joshrj45 Beginner

I lost my weekly on the 1st day a couple months back, and the station staff went out of their way to replace it, which was really nice of them. Officially, I believe they are not supposed to replace them.
  Blackadder Chief Commissioner

Location: Not the ECRL
Speaking as a former CSA, I can state that any correspondence (good or bad) that goes into the organisation is passed onto the staff in question when they can be determined. Normally there's a letter of thanks from management handed out in front of ones peers at a meeting, which is a nice gesture. It's good to recognize when people do things well.
Raichase
Oh those things actually exist, thought they were just a myth. Laughing
  Raichase Captain Rant!

Location: Sydney, NSW
Oh those things actually exist, thought they were just a myth. Laughing
Blackadder
Surely some of the things in this thread have given you some ideas?!? Bring every passenger a blanket and a cup of tea whilst they wait for their train? Smile
  victorwilson Junior Train Controller

Location: Temporarily stuck in the ACT
This one's for the station staff at Parramatta this morning. A track equipment vandalism issue at Rooty Hill caused several up peak hour trains to be delayed. Instead of only playing the standard platform announcements for each delay, he made a very detailed announcement regarding the nature of the delay, the current position of each delayed train, and when they were due to arrive. Good work parramatta staff!
  bowralcommuter Chief Commissioner

Location: Asleep on a Manly Ferry
Surely some of the things in this thread have given you some ideas?!? Bring every passenger a blanket and a cup of tea whilst they wait for their train? Smile
"Raichase"


Pathetic, no coffee and blanket for me at 6am this morning at Bowral station! Razz
  fixitguy Chief Train Controller

Location: In Carriage 4 on a Tangara
my second praise. i thank the guard and driver yesterday who didn't tell off those students that held the tangara doors at Oatley station to let me and a couple of others students on the train. on second thoughts why didnt he just open the doors?

ps. i know its risky and i have reminded those people to not try it again for their own safety
  TomBTR Chief Train Controller

Location: near Sydney
Wife and I chose to use the train to the airport on Friday evening. We had two heavy suitcases on wheels and a couple of backpacks. We need to change at Central and guess what - the lift up to platform 23 is still out of service. I had wrongly thought that because there were no longer any warning announcements to change elsewhere that the work was complete. Anyway there we were at the bottom of the stairs contemplating hauling up the cases one at a time when we noticed three young men in yellow tee shirts. It seems that they were there just to help travellers with heavy bags up the stairs. Problem solved.

I don't know who thought of providing porters while the lift is out, but whoever it is, they deserve our compliments.

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