A small group led by Barry Lloyd, Head of Customer Experience for Arriva Trains Wales, has been examining all aspects of this facility and has identified some opportunities to enhance the service that we presently provide.
One of these opportunities is the provision of a visible branded waistcoat to be worn by Customer Service Advisors responsible for assisted travel during their shift.
Feedback from customers has indicated that often, on arrival at a station, they do not know who or where to ask for assistance in finding their train.
In response to this, new tabards are being introduced for staff at Cardiff Central who are responsible for managing requests for assistance while on duty.
Speaking at the launch, focus group member and Community Relations Manager for Arriva Trains Wales, Geraint Morgan said: “The group is pleased to be introducing the tabards at Cardiff Central where staff manage more than 10,000 requests for assistance each year. We’re confident the benefits to customers should be immediate with staff being more easily identifiable on busy platforms and concourses.”
The Focus Group is currently working on a number of work streams aimed at enhancing the business’ provision of Assisted Travel. Other projects include a new wheelchair and scooter guide for frontline staff and an audio guide for customers with sight loss that provides information on how to plan a journey, purchase tickets and the assistance available at stations and on trains.
Regular passenger Jane McCann who travels with Guide Dog Ruby, said: “I am thrilled that the tabards will give more recognition to this very valuable service provided by station staff. The assistance offered takes away all the stress and anxiety out of travel and I am sure that there are many who could do with some help who are unaware of the service.”
Pictured wearing the new tabard is Arriva Trains Wales Customer Service Advisor Ian Thomas with regular passenger Jane McCann and her Guide Dog Ruby.