Article: Queensland Rail received almost 10,000 pieces of feedback ...

[ozbob]

From the Couriermail click here!

Queensland Rail received almost 10,000 pieces of feedback, 7697 complaints, 1227 compliments, 608 inquiries and 243 suggestions

Queensland Rail received almost 10,000 pieces of feedback, 7697 complaints, 1227 compliments, 608 inquiries and 243 suggestions

    by: Robyn Ironside
    From: The Courier-Mail
    December 28, 2011 12:00AM

THE creation of a "fat carriage" for people who may be discriminated against by others because of their size was among thousands of suggestions, complaints and compliments received by Queensland Rail in the past year.

People who took up more than one seat, quiet-carriage vigilantes and slow or late trains were among other gripes raised by passengers in the 12 months to November.

In total, almost 10,000 pieces of feedback were received by the passenger train operator, including 7697 complaints, 1227 compliments, 608 inquires and 243 suggestions.

One of the most unusual was a request for a "fat carriage" from a customer who said he felt discriminated against.

Acting chief customer officer Cathy Heffernan said all feedback was treated seriously.

"Queensland Rail is a customer focused organisation, and we can only improve our performance by listening to our customers," Ms Heffernan said.

While the behaviour of station staff topped the list of complaints, other issues raised repeatedly by commuters included unplanned network disruptions, late arrivals, cancellations, overcrowding and "anti-social behaviour".

In one complaint, a Shorncliffe line customer stated there was "a male passenger who abuses the customer for having quiet conversations in the quiet carriage".

In another, a Beenleigh line commuter complained a passenger left his bag in the aisle which was impeding other customers trying to board the train.

QR's train etiquette campaign this year aimed to reduce "anti-social behaviour".

Robert Dow, from commuter advocacy group Back on Track, said the campaign had helped alert passengers to the fact "a bit of consideration goes a long way".

"It has resonated because it was a simple message, articulated well and the outcome has been pretty positive," Mr Dow said.

"It's alerted the travelling public to the fact there is an expectation they behave in a certain way and consider their fellow passengers."

Despite attracting the most complaints, station staff also attracted more compliments than any other aspect of QR operations.

The Queensland Rail website and transit officers also received ticks from customers, while most inquires were about initiatives such as the quiet carriage and the introduction of free internet services.

[ozbob]

Queensland Rail - Train etiquette - super simple stuff

--> http://www.queenslandrail.com.au/AboutUs/MediaCentre/Campaigns/Pages/Trainetiquette.aspx

[ozbob]

--> http://trainetiquette.queenslandrail.com.au/

[#Metro]

I'm waiting for the day I see this add:

Queensland Rail puts on trains every 15 minutes, all day
Not every half hour.


Frequency. Super Simple Stuff.

[HappyTrainGuy]

I'm waiting for the day when Translink pay QR to increase the frequency of its services. Super simple stuff 

[Fares_Fair]

Twitter

Is it just me or do all #trainetiquette posters show spacious surrounds? #notreal #whynotcrowdedlikeours

[ozbob]

From the Queensland Times 9th April 2012 page 11

Your worst rail gripes

[HappyTrainGuy]

I noticed that they left out annoying people sitting in asile seats

[kazzac]

Pax in the "quiet carriages' NOT being quiet!

[somebody]

Pax in the "quiet carriages' NOT being quiet!

What is "quiet" is left open to interpretation.

[HappyTrainGuy]

A Projext X party I would think would fall outside of the "quiet" allowences
Anyway its only a courtsey/recommendation to make your fellow travellors trip a bit more relaxed so to speak, not a law. You can still have verbal conversations, talk on phones or listen to music loud on your head phones. You could sneeze but it doesn't mean I have to say bless you right after. And for me the quiet carriage idea on IMU160/SMU260s are pointless due to their drain pipe acustic connecting carriage design. For me if someone really wants to have a silent train trip invest in some ear plugs

[kazzac]

Bicycles on trains in peak hour,when I catch the 4.01pm or the 4.18pm Cleveland train from Buranda station I often see them,I thought that after 3pm on weekday a"noons was peak hour?!Also pax standing in doorways,since I am only on this train for about 7 minutes [3 stations]I need to be close to door.

[SurfRail]

Bicycles on trains in peak hour,when I catch the 4.01pm or the 4.18pm Cleveland train from Buranda station I often see them,I thought that after 3pm on weekday a"noons was peak hour?!Also pax standing in doorways,since I am only on this train for about 7 minutes [3 stations]I need to be close to door.

One of the decent things about the Perth network is their treatment of cycling.  The timetables indicate quite clearly on which services bicycles are not permitted, and there is a bicycle logo near the appropriate doors on each train.

[Golliwog]

The RER in Paris has something similar. The train has a bike logo on the door which opens onto part of the train at the back of the set which has no seating. Don't know if it's marked on their timetables as 1 I speak almost no French, and 2 I never bothered getting a timetable as they aren't needed.

[kazzac]

Bicycles on trains in peak hour,when I catch the 4.01pm or the 4.18pm Cleveland train from Buranda station I often see them,I thought that after 3pm on weekday a"noons was peak hour?!Also pax standing in doorways,since I am only on this train for about 7 minutes [3 stations]I need to be close to door.

One of the decent things about the Perth network is their treatment of cycling.  The timetables indicate quite clearly on which services bicycles are not permitted, and there is a bicycle logo near the appropriate doors on each train.

I wish Qld Rail would do something similar,that will be the day!

[somebody]

It's basically the same here, except for the communication being less good.