5 March - V/Line

Each month, V/Line management representatives meet with customers to getuseful feedback on how we’re performing and what we can do to improve theservice. On 5 March we met customers on the 15:59 service to South Geelongfrom Melbourne. A wide range of feedback was received. If you have any othercomments, please contact our V/Line feedback line on 1800 800 007.Customer feedbackV/Line’s response1. PARKING• There is not enough parking at MarshallStation.• At this stage there are no plans to expand the car park at Marshall Station.For customers who are able, there are currently spare parking spaces atSouth Geelong.2. CONDUCTOR ANNOUNCEMENTS• Conductors/station staff don’t seem to have theinformation they need to make announcements.• V/Line staff receive SMS notifications to their mobile phones for this purpose.An updated series of announcement handbooks are soon to be distributed tostaff to assist with consistency of announcements.3. FLEET• Trains are too old and this makes themuncomfortable especially with air-conditioningnot working on warmer days.• These older trains will be with us for quite a while into the future.• Reports of air-conditioning faults are followed up by our engineeringdepartment and a regular maintenance program is also in place.4. PATHWAYS• The Metro impact on V/line trains should beimproved.• We will continue to work with Public Transport Victoria and Metro todemonstrate the impact of these delays and work towards an improved andintegrated public transport system.5. SPECIAL EVENTS• Customers requested more carriages forspecial events such as football.• We will continue to do our best to balance the train fleet against patronagedemand.

7. COMPLIMENTS• Staff are friendly and helpful. • Frontline staff play a vital role in the delivery of good customer service andeach staff member that receives customer compliments is recognised. Wewill pass on this feedback to staff.