A Quiet Love Affair with City Rail
A few weeks ago, after exiting through the turnstiles at Central station, I was stopped by a friendly man handing out new train timetables to customers, foreshadowing another overhaul on October 11.
Clipboard in hand, he asked me whether I had a few minutes to talk to him about my experience with City Rail. What was my main frustration? What would I like improved or changed? What do I think about ticket prices?
I stood there for a moment a little lost for words.
The train timetable I’ll admit could work better for my personal circumstances, but the system can’t cater for every individual. Trains can be late, but huge delays are rare. Trains that I can’t physically step onto because they are too full only happen with certain services in the evening, but rarely in the mornings. They are far from immaculate, but I can’t remember a peak hour service being so awful that I’d bother to complain. My weekly ticket still costs way less than travelling to work by car would.
Was I actually about to tell this guy, waiting expectantly for a tirade, that in fact, in the grand scheme of things, I’m a pretty satisfied customer, aside from the odd glitches? My biggest annoyance is people who talk loudly on their mobile phone for the entire journey, which is not really their problem.
I decided to be fair and admit that I’m well aware that out of all the lines in the City Rail network, mine is known to be one of the best ones. For some reason, compared to other lines, mine is better serviced on the whole. I told him I’d leave the complaining to someone on a much less fortunate line, and there are a few of those! I used to rely on one of them for many years – so I have the benefit of being able to compare.
As I walked away, it occurred to me that some commuters must complain about City Rail because they feel they should. For a split second, I was almost one of them, as it was tempting to have a go at its disorganisation, questionable service arrangements and cleanliness (more on behalf of others than myself). I bet they don’t get many compliments. In fact, it’s probably one of the easiest things we have to complain about.
I see it as one of those interesting lose-lose situations. Unfortunately for City Rail, no matter what positive things they do, they will never be noticed nearly as much as the stuff ups. There continue to be many of those for some poor customers.
BUT – if they ever did achieve a level close to perfection, would it really be good enough for us? Are there people who just like to complain for the sake of it?
So, while there’s still a lot of work to do to untangle what is in some ways a total mess of infrastructure, I ask my fellow commuters and try to give credit where it’s due sometimes. It felt good not to whinge when I didn’t really have to!
Alison Gordon is Client Services Manager at Global Access Partners (GAP) and Open Forum’s regular blogger on urban affairs, social trends and customs.
Susan Merrell
October 25, 2009 at 8:52 pm
I agree
Hi Allison, I absolutely agree. I’m one of those dinner party guests who brings the conversation to a sudden halt when the subject of NSW public transport is being discussed. Amongst all the ‘it’s a disgrace" rhetoric, I gingerly add that I find it terrific and that it works well for me. People look at me with pity – as if I were an imbecile and not worth arguing with. Oh well.
alison gordon
October 26, 2009 at 1:34 am
good reality check, thanks Susan
It’s great to know there are people of the same mindset. Apart from semi-disasterous days like this morning’s peak hour due to bad weather, they are few really, and I think on the whole the picture is less bleak if we try to focus on some positives from time to time!