Aspect Spring 2012

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The employee magazine of Arriva Trains Wales/Trenau Arriva Cymru

SPRING 2012

Employees praised for outstanding response to

level crossing collision PAGE THREE

Proud to have you on board

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Good start to year in challenging economic times

Driver Trainer Tim Wright with the model railway at Chester station.

By Managing Director

Tim Bell

ALTHOUGH it is still early into the year, 2012 is already showing positive signs in terms of our train service performance.

Cable theft incidents have started to decline on our network and we have experienced better weather than last winter – hence less disruption overall.

Despite fleet availability being affected by the level crossing incident in December, the Class 175 fleet is performing extremely well and our Pacer fleet continues to turn in industry-leading performance in availability and reliability. Class 158s are also showing improvement following recent enhancements made to the on-train ERTMS software and good progress is being made to complete their refurbishment, which is expected by the end of September this year.

Our advance purchase fares continue to provide very attractive and affordable products and the success of the ‘Club 55’ offer has generated extremely positive feedback, not only on the product itself but also on the quality of our services and employees.

Customer growth continues to be strong on our routes between North Wales and South Wales to Manchester and we are closely monitoring its effects on planned train capacity. Our new Yield Management System for advance purchase fares, which we have recently implemented, helps to offset some capacity issues and improve revenue. However we continue to discuss our capacity challenges with Welsh Government and Department for Transport to see if there may be solutions outside our present finite fleet.

In the months to come more customer facility improvements will be delivered through works arising from the National Stations Improvement Programme with schemes to provide new customer information systems, station refurbishments and better accessibility for customers. Our achievements in enabling and delivering these schemes should not be understated and are a credit to all involved.

Finally, the company has seen a good start to the year in what are very challenging economic times, so it is important that we continue to keep up the good work by everybody focusing on delivering the best service possible to our customers.

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ASPECT Spring 2012

Model railway is new training aid T

HE model railway commissioned by Chester Training and Simulation Centre from the Barry-based Arriva Trains Wales Model Railway Club is proving a great success.

The 14-feet long model of a terminal station with associated stabling and fuel sidings is being used as an additional teaching aid. While its main value is to new train crew trainees, there is scope for demonstration to a wide range of employees and visitors – at Safety Training Update Days, for example.

The model station is

equipped with signalling and typical line-side features such as a signal box, level crossing, speed restriction signs, a run-round loop and a tunnel. After six months in the building, it is now fully operational, using OO gauge track and commercially available models including Class 150, 153, 158 and 57 rolling stock, all finished in Arriva colours.

Use of the model enables a 3D overview of topics such as protection of the line, trackside safety, signalling principles,

House has a touch of railway heritage RON Cartwright’s house has a railway flavour thanks to his years of collecting memorabilia.

The Crewe Conductor, who lives at Number 49 on his street, has fixed three obsolete Bridge Plates bearing the number 49 on to the side of his property.

Ron is well-known on the heritage railway circuit for his support for the Llangollen Railway and the Crewe Heritage Centre.

Front page image courtesy of British Transport Police

run-round manoeuvres, permanent and temporary speed restrictions, permissive platform working and air brake regulations.

Phil Crocker, organiser of the Model Railway Society, said: “We are delighted that the model is now in full use. It is based on the working movements at Holyhead and includes wrong-line working through a tunnel.

“There’s also a facility for shunting coaches back into the carriage siding, a fuelling point and a run-round facility.”

Joining mercy trip to refugee camp RODNEY Flanagan is set to join a mercy trip to the Doro refugee camp in South Sudan.

The Crewe Conductor will travel in a group supporting the Christian organisation which has established a church in the locality.

“We will be taking over vital food, medicines and books,” said Rodney, who is helping raise funds.“This is an area with high levels of starvation.”

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Driver’s quick thinking crucial

in limiting crash impact F

RONT LINE employees and back-up teams have been praised for their outstanding response to an incident near Whitland when a train collided with a hay lorry.

Four passengers, the conductor and catering stewardess were taken to hospital with minor injuries when a Class 175 collided with the lorry and trailer at Llanboidy level crossing near Whitland, Carmarthenshire.

Quick thinking by the Driver ensured that the collision, which is under investigation, was far less serious than it could have been.

Carmarthen Driver Manager Jim Bence was one of the first on scene. This ensured effective liaison with the Rail Accident Investigation Branch (RAIB), British Transport Police and Network Rail.

To ensure customer care Bethan Jelfs, Head of the Incident Care Team, accompanied those

being taken to hospital, arranged transport when they were discharged and sent flowers later.

“The driver did remarkably well,” said Chris Didio, Head of Safety.“He approached the level crossing around a curve and his sight was limited. Nevertheless he immediately put the brake into emergency mode and therefore reduced the impact speed.

“He also went back through the doors into the train, knowing the impact was imminent and made sure the Catering Steward lay on the floor of the vestibule.”

While Jim Bence assumed the role of Train Operating Liaison Officer at the scene, Cardiff Driver Manager Keith Tibbs, who was First Line On Call, arrived to take charge of downloading the On-Train Monitoring Recorder.

Chris Didio worked with Jim to assist the RAIB and Police to preserve the evidence at the scene.

A specialist re-railing engineer cuts through the tangled wreckage of the hay lorry.

Also present were Ian Reiffer, Operations Assurance Manager, Dean Katchi, Operations Standards Manager and Cliff Barr, Carmarthen Conductor Manager, who went on to help with customer care at the hospital.

Mark Searle, Fleet Delivery Manager, attended to assess damage and organise recovery of the unit.

Managing Director Tim Bell has written to all concerned to convey his thanks for the sterling efforts of the Arriva Trains Wales team. ● The Women’s Royal Voluntary Service (WRVS) have been thanked for providing much needed refreshments to those on site during the incident.

Premier Service scoops top hygiene award THE catering crew that serves up mouth-watering dishes on board the North-South Wales Premier Service has received a prestigious Five Star hygiene rating. It is the second accolade within a few months for the team who, in December 2011, won an Arriva Train Wales Exceptional Contribution Award .

The First Class restaurant car now sports a certificate displaying the award under the national Food Hygiene Rating Scheme run by the Food Standards Agency in partnership with local authorities.

The kitchens and food preparation facilities on the Holyhead-Cardiff train were given an in-depth inspection by an environmental health officer from Cardiff Council and they received top marks.

“To be awarded Five Stars is recognition that we are operating at the highest possible level of excellence,” said Mike Brown, At Seat Catering General Manager. ● Pictured with the Exceptional Contribution Award trophy are team members, left to right, Steward Catherine Williams, Chef Manager Anthony Eveleigh, Chef Scott Manley and Steward Emma Parry.

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S A F E T Y

matters

By Acting Operations and Safety Director

Mike Tapscott

Discount rates for leisure centre membership

Railways are benefitting from higher safety levels FIRST of all I would like to give some background for those of you who may not know me.

I started my railway career as a Conductor with Regional Railways at Canton Depot and since then I have had much experience in the rail business which includes traincrew, performance, train planning and control. It is important to me to draw on that experience to deliver in my current role as Acting Operations and Safety Director.

I was pleased to read a report by the Rail Safety and Standards Board (RSSB) on safety performance for 2011 which suggested that, despite record numbers of passengers and freight being carried by rail, the people who use and work on the railway are benefitting from higher levels of safety. However, despite the infrequent nature of incidents we should all guard against complacency.

A recent incident when one of our 175 units hit a trailer carrying hay at Llanboidy was a timely reminder of the risks that exist in rail. On this subject, it would be remiss of me not to give a special mention and thanks to all the employees involved both on board and support, who reacted and pulled together to respond to the emergency. (see page three).

There is no doubt we have a highly technically skilled workforce within Arriva Trains Wales and the key to delivering a safe reliable railway is to get the basics right first. Running in parallel to that – although difficult sometimes – we should continue to challenge what we do now, especially as new research is developed by bodies such as the RSSB which may have the potential to help us

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ASPECT Spring 2012

make the industry safer for our customers and our people.

One area where there is a growing interest and recognition is non-technical skills (NTS), which I am sure many of you have already come across. Subject areas such as conscientiousness, communication, situational awareness and decision making are all considered part of the repertoire to improve NTS. We are also engaged with other research in conjunction with the RSSB, which includes the TCA programme and driver training development. All of these programmes can be viewed on the RSSB website at www.rssb.co.uk Performance is also a key area I am committed to improving. There have certainly been quite a few lessons learnt from the severe winter weather we experienced over a year ago which did have a considerable impact on performance.

Since then it has been a slow but steady climb back, but there is still more that can be achieved with your support.

I am also committed to working with Network Rail to ensure we get the best from our relationship especially now Wales has its own controlled route.

Finally, the Be Greener campaign continues to be strengthened in 2012 with the key focus on sustainability and embracing behavioural and cultural change throughout the company.

I am also pleased to announce that St Mary’s House has been awarded ISO 14001, which is recognition for environmental management.

In addition, the three maintenance depots have also been re-certified to ISO 14001.

Charity runner John Vlahos with his Bronze CAA certificate pictured in Cardiff against a backdrop of the Millennium Stadium.

Steve Henderson is taking part in a 1,000-mile motorbike challenge to raise money for The Royal British Legion.

Company backs employees efforts

for charitable causes B

IG-HEARTED Arriva Trains Wales employees are using their spare time to help with a variety of worthy causes and charitable exploits.

Their efforts are being recognised by the company either through Arriva Community Action Awards (CAAs) or with sponsorship from the Employee Sponsorship Fund.

Lorna Elliott, Customer Service Advisor at Chester, helps when a fishing charity gives days out to disabled or disadvantaged youngsters at Tan-y-Mynydd trout farm near Abergele in North Wales.

“I first got involved when the Masonic Fishing Charity were seeking family members to help with the excursions,” said CAA Bronze Award winner Lorna.

“The children, who are from special schools or cancer charities, get a lot of enjoyment out of catching a fish – it’s a real experience for them.”

John Vlahos, Information Co-ordinator in the technical office at Canton, is raising money

for mouth cancer charities by running long-distance races – even though he had bone taken out of his leg during his own treatment for the disease.

The Bronze CAA award winner, who plans to do a half-marathon in Anglesey in the near future, said: “I need to train extra hard to strengthen my leg because the bone was used to substitute infected jaw bone.

“Arriva kindly sponsored me £250 for my first half-marathon in Cardiff and now I will put the proceeds of my Bronze award to organisations like Face Up and the Mouth Cancer Foundation.”

Spencer John, Maintenance Control Manager at Arriva Trains Wales’ South Wales Control Centre, has received a CAA Bronze award for his work with Keep Wales Tidy as a member of the Ffynnon Taf Angling Club, which caters for junior, senior and registered disabled anglers.

Canton Operations Team Leader Steve Henderson is

Lorna Elliott, who does voluntary work for the Masonic Fishing Charity, tries a spot of angling on the River Dee at Chester.

WITH the Olympics just around the corner and a number of events being held outside of the main stadiums in London, it’s the perfect opportunity to think about new sports, exercise and health and wellbeing.

Arriva Trains Wales’Wellbeing Works programme is launching a discounted leisure centre membership scheme following a substantial expression of interest from employees. A list of local authority leisure centres that can offer a corporate rate, together with details of the cost of membership for individual centres, will soon be published on the Health and Wellbeing section of the Intranet.

Colleagues wishing to apply for membership should email the Health and Wellbeing team with their name, their seven-digit payroll number and indication of which leisure centre they would like to join. If anyone has a local authority gym close by which isn’t currently on the list, please email with the details and the team will contact the gym directly.

Employees are urged to look out on the intranet and for posters at locations round the network for details of forthcoming Health and Wellbeing activities. People with ideas for events should email the address below.

As part of the Healthy Living drive, discount continues to be available at Specsavers for employees and their families.Those spending £99 or more with Specsavers are entitled to a £20 discount off glasses from their range.The voucher is enclosed in this issue of Aspect and it can be redeemed at any Specsavers practice.

The Health and Wellbeing email address, for suggestions, ideas or queries, is: healthy.living@arrivatw.co.uk

Proving wellbeing really does work

receiving £100 from the Employee Sponsorship Fund to help him take part in The Royal British Legion Riders 1,000-mile challenge.

Steve will take his motorbike

on a circular route from Leeds via Carlisle, Inverness, and Edinburgh and Gateshead in 24 hours to raise money for The Royal British Legion.

Dave Graham, Revenue

Protection Assistant at Colwyn Bay, is being sponsored to the tune of £100 to walk the length of Hadrian’s Wall, raising money for the MS Society.

IT’S the secret of success! In this issue of Aspect we’re featuring numerous Arriva Trains Wales people who make the most of their spare time. Whether exercising, playing sport or simply doing what makes them happy, our employees are demonstrating that wellbeing really does work.

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S A F E T Y

matters

By Acting Operations and Safety Director

Mike Tapscott

Discount rates for leisure centre membership

Railways are benefitting from higher safety levels FIRST of all I would like to give some background for those of you who may not know me.

I started my railway career as a Conductor with Regional Railways at Canton Depot and since then I have had much experience in the rail business which includes traincrew, performance, train planning and control. It is important to me to draw on that experience to deliver in my current role as Acting Operations and Safety Director.

I was pleased to read a report by the Rail Safety and Standards Board (RSSB) on safety performance for 2011 which suggested that, despite record numbers of passengers and freight being carried by rail, the people who use and work on the railway are benefitting from higher levels of safety. However, despite the infrequent nature of incidents we should all guard against complacency.

A recent incident when one of our 175 units hit a trailer carrying hay at Llanboidy was a timely reminder of the risks that exist in rail. On this subject, it would be remiss of me not to give a special mention and thanks to all the employees involved both on board and support, who reacted and pulled together to respond to the emergency. (see page three).

There is no doubt we have a highly technically skilled workforce within Arriva Trains Wales and the key to delivering a safe reliable railway is to get the basics right first. Running in parallel to that – although difficult sometimes – we should continue to challenge what we do now, especially as new research is developed by bodies such as the RSSB which may have the potential to help us

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ASPECT Spring 2012

make the industry safer for our customers and our people.

One area where there is a growing interest and recognition is non-technical skills (NTS), which I am sure many of you have already come across. Subject areas such as conscientiousness, communication, situational awareness and decision making are all considered part of the repertoire to improve NTS. We are also engaged with other research in conjunction with the RSSB, which includes the TCA programme and driver training development. All of these programmes can be viewed on the RSSB website at www.rssb.co.uk Performance is also a key area I am committed to improving. There have certainly been quite a few lessons learnt from the severe winter weather we experienced over a year ago which did have a considerable impact on performance.

Since then it has been a slow but steady climb back, but there is still more that can be achieved with your support.

I am also committed to working with Network Rail to ensure we get the best from our relationship especially now Wales has its own controlled route.

Finally, the Be Greener campaign continues to be strengthened in 2012 with the key focus on sustainability and embracing behavioural and cultural change throughout the company.

I am also pleased to announce that St Mary’s House has been awarded ISO 14001, which is recognition for environmental management.

In addition, the three maintenance depots have also been re-certified to ISO 14001.

Charity runner John Vlahos with his Bronze CAA certificate pictured in Cardiff against a backdrop of the Millennium Stadium.

Steve Henderson is taking part in a 1,000-mile motorbike challenge to raise money for The Royal British Legion.

Company backs employees efforts

for charitable causes B

IG-HEARTED Arriva Trains Wales employees are using their spare time to help with a variety of worthy causes and charitable exploits.

Their efforts are being recognised by the company either through Arriva Community Action Awards (CAAs) or with sponsorship from the Employee Sponsorship Fund.

Lorna Elliott, Customer Service Advisor at Chester, helps when a fishing charity gives days out to disabled or disadvantaged youngsters at Tan-y-Mynydd trout farm near Abergele in North Wales.

“I first got involved when the Masonic Fishing Charity were seeking family members to help with the excursions,” said CAA Bronze Award winner Lorna.

“The children, who are from special schools or cancer charities, get a lot of enjoyment out of catching a fish – it’s a real experience for them.”

John Vlahos, Information Co-ordinator in the technical office at Canton, is raising money

for mouth cancer charities by running long-distance races – even though he had bone taken out of his leg during his own treatment for the disease.

The Bronze CAA award winner, who plans to do a half-marathon in Anglesey in the near future, said: “I need to train extra hard to strengthen my leg because the bone was used to substitute infected jaw bone.

“Arriva kindly sponsored me £250 for my first half-marathon in Cardiff and now I will put the proceeds of my Bronze award to organisations like Face Up and the Mouth Cancer Foundation.”

Spencer John, Maintenance Control Manager at Arriva Trains Wales’ South Wales Control Centre, has received a CAA Bronze award for his work with Keep Wales Tidy as a member of the Ffynnon Taf Angling Club, which caters for junior, senior and registered disabled anglers.

Canton Operations Team Leader Steve Henderson is

Lorna Elliott, who does voluntary work for the Masonic Fishing Charity, tries a spot of angling on the River Dee at Chester.

WITH the Olympics just around the corner and a number of events being held outside of the main stadiums in London, it’s the perfect opportunity to think about new sports, exercise and health and wellbeing.

Arriva Trains Wales’Wellbeing Works programme is launching a discounted leisure centre membership scheme following a substantial expression of interest from employees. A list of local authority leisure centres that can offer a corporate rate, together with details of the cost of membership for individual centres, will soon be published on the Health and Wellbeing section of the Intranet.

Colleagues wishing to apply for membership should email the Health and Wellbeing team with their name, their seven-digit payroll number and indication of which leisure centre they would like to join. If anyone has a local authority gym close by which isn’t currently on the list, please email with the details and the team will contact the gym directly.

Employees are urged to look out on the intranet and for posters at locations round the network for details of forthcoming Health and Wellbeing activities. People with ideas for events should email the address below.

As part of the Healthy Living drive, discount continues to be available at Specsavers for employees and their families.Those spending £99 or more with Specsavers are entitled to a £20 discount off glasses from their range.The voucher is enclosed in this issue of Aspect and it can be redeemed at any Specsavers practice.

The Health and Wellbeing email address, for suggestions, ideas or queries, is: healthy.living@arrivatw.co.uk

Proving wellbeing really does work

receiving £100 from the Employee Sponsorship Fund to help him take part in The Royal British Legion Riders 1,000-mile challenge.

Steve will take his motorbike

on a circular route from Leeds via Carlisle, Inverness, and Edinburgh and Gateshead in 24 hours to raise money for The Royal British Legion.

Dave Graham, Revenue

Protection Assistant at Colwyn Bay, is being sponsored to the tune of £100 to walk the length of Hadrian’s Wall, raising money for the MS Society.

IT’S the secret of success! In this issue of Aspect we’re featuring numerous Arriva Trains Wales people who make the most of their spare time. Whether exercising, playing sport or simply doing what makes them happy, our employees are demonstrating that wellbeing really does work.

ASPECT Spring 2012

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five minutes with David Rhys Jones David, a Technician at the Machynlleth Traincare Facility, has been on the railways for 13 years.

Aged 32, he is the father of two daughters Celyn, aged nine, and Seren, aged seven.

What are you doing at the moment?

I am making sure trains are ready to go out into service.

What is the best aspect of your job?

The variety. I can get call-outs to the station, or out to trains which are in difficulty on the network. I was recently called out at 2200 to a derailed train in Welshpool and didn’t get back until 1000 the following morning.

What’s the strangest thing that has happened to you in work?

I was called out to a train which had collided with 27 cows. My job was to make the badly damaged unit safe and help bring it back to the depot.

Which famous people alive or dead would you invite to a dinner party?

I like Formula 1 so it would have to be Jenson Button, Ayrton Senna and Colin McRae. The dinner conversation would be about cars, of course.

What do you do in your spare time?

I am building a new Mini rally car. At the

David Rhys Jones at the Machynlleth Traincare Facility.

moment it’s a shell in the garage but I am hoping to race it in June. My father, Maintenance Team Leader Ieuan Jones, navigates for me. I also like watching rallies – I will travel up to 50 miles at night into mid-Wales to do so.

Favourite films?

I like the Harry Potter movies, Back to the Future and any action films.

Your favourite place in the world?

I went to Barcelona when I was younger and found the architecture fascinating. But my ambition is to take a Mini over to Italy, to create my own version of the escapade by the Minis in The Italian Job. Best bit of advice you have ever been given, and by whom?

“Walk Away,” by my father. He told me it’s best not to rise to the bait in an argument.

Welcome & Good Wishes

Aspect celebrates new arrivals alongside long servers and retirees.

WELCOME Arriva Trains Wales welcomes the following new starters: Gareth Jones, Duty Depot Manager, Treherbert, Michael Roberts, Duty Depot Manager, Treherbert, Tracey Rowlands, Financial Analyst, Sharon Ireland, Customer Services Assistant, Mark Webb, Customer Services Advisor, Glynn Salter, Driver, Gareth Derry, Driver, Christopher Owen, Driver, Adrian Pritchard, Fitter, Vincent Kingdom, Station Environment Team, Christopher Duke, Customer Service Advisor, Rachel Manley, Driver, Rachel Kinzett, Catering Steward, Alexandra Edwards, Catering Steward, Stephanie Coverdale, Catering Steward, Matthew Wilce, Procurement Clerk.

FAREWELL

Chirk again wins best unstaffed station award CHIRK Station was voted best unstaffed station in Wales for the second time in the 2011 Keep Wales Tidy awards. Christine Ashford, second right, received the award on behalf of the Friends of Chirk Station from Station Manager Shelley Hall, far right, accompanied by her sister Maragret Ashford with John Griffiths, Welsh Government Environment Minister, far left, in attendance. Also present was Sam Hughes, a local pupil, who did voluntary community work at the station. Votes were cast on the website of Arriva Trains Wales, who sponsored two categories.

Property Maintenance Supervisor Martyn Tudor and Station Manager Tina Rees collected the award for Barry, nominated Wales’ Best Kept Staffed station.

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ASPECT Spring 2012

Best wishes for the future are being sent to the following on their retirement: David Perris, Customer Service Advisor, Lynn Gould, Driver, Stewart Haines, Fleet Fitter/Electrician, Jeffrey Jones, Driver, Geoffrey Stone, Driver, Barry Naylor, Customer Services Advisor.

Arriva Trains Wales sends its condolences to the families of the following who have sadly died: Philip Dowse, Former Driver, Machynlleth, David Armstrong, Shunter, Canton.

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By Human Resources Director LYNNE MILLIGAN

d The specially-formed rock ban the at g yin pla d ure Storm pict evening reception of Driver Mark Lewis’ wedding.

New crew facilities THE new train crew accommodation at Holyhead, provided at a cost of £350,000, is now up-and-running.

The improved facilities, which include a booking-on point, are centred around a managers’ office, a mess room and lounge. Also included are a customer services area, union room, locker room, meeting room, toilets and showers, and a drying room.

Conductor Manager Chris Pugh said: “Drivers, Conductors and Platform staff are all making good use of the new block, which is situated on Platform 2.”

Accolades for stations FRODSHAM has won the latest Cheshire Best Kept Station award of which Arriva Trains Wales is one of the sponsors.

For more than 10 years the station has been tended by the Frodsham Working Party supported by volunteers from the North Cheshire Users Group. Helsby station received the award for Tidiest Station in Cheshire.

g n i d d e w

Rocking

A

performance by a Manager Jim Bence made a specially-formed rock guest appearance to sing a band starring Arriva Proclaimers song.

Trains Wales musicians was a Jim said: “I had always joked highlight of a Carmarthen that if Mark and Sharon ever got Driver’s wedding reception. married I would run naked Colleagues from work also through the woods. To sing with played a role in other aspects of the band was a substitute Mark Lewis’ happy day at a forfeit.” country house hotel in the A DVD of the concert has picturesque town of Laugharne. gone on sale at Carmarthen Driver Cliff Price videoed the depot to raise money for charity. occasion, Conductor Neil Jones Mark Lewis said: “The band was provided a double-decker bus made up of six guys who had for transport via a family contact never played before and the and Rod Raymond from the result was amazing. After training school did the practising in secret for seven photography. months they all clicked on the With 100 Arriva employees in night, playing songs that were the audience at the evening favourites of the bride.” reception, the heavy rock band led by Driver Team Manager Mark Davies on guitar blasted out a series of classics including Hawkwind’s Silver Machine.

Other members of the group called Storm were Driver Simon Biggs on vocals, Conductor Jerome Shillabeer on guitar Mark and Conductor Phil and Sharon “Fingers”Thomas on Lewis on their keyboards. wedding The line-up was day. completed by the groom’s two sons Danny and Cai, while Driver Team

Business Plan helps to provide focus and clarity in our work IN this issue of Aspect there are two important inserts. The first is our summary of the Business Plan that is developed every year and highlights our key achievements from last year as well as outlining the major plans for 2012.

Business Plan actions provide focus and clarity to us, helping us work in a purposeful way, improving both what we do for our customers and our own satisfaction.

That brings me to the second insert, which is a summary of the Employee Survey results.

Pleasingly, employee satisfaction shows an improving trend which lets us know that through listening to your feedback and acting on it, results are being delivered.

Over the course of the year, members of the Executive will continue to visit every staffed location as part of the safety tour programme.

These visits are beneficial for general catch-ups as well as reviewing our safety practices. We look forward to seeing as many of you as possible when they take place.

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Courage that inspired run A Chester Conductor was inspired to enter the Great North Run by the courage of a youngster in the football team he coaches.

Peter Blackburne decided to raise money for Children With Cancer UK after he discovered a player in the Aztec Colts under-13s at Rhyl was suffering from leukaemia.

Peter trained for the half-marathon while he was on holiday in Majorca and he raised a total of £880 on the day.

Mod Revival enthusiast Welsh speaking Stewards Stephanie Coverdale, left and Alex Edwards, right, pictured at Cardiff Central station with some distinctly Welsh produce sold on board the trains.

h it w e c i v r e s t a e S t A s e l a W f o e a tast

P

ASSENGERS enjoying refreshments served by catering stewards from our Carmarthen Depot are more than likely to enjoy a bi-lingual service.

More than half of the stewards based at the depot are native Welsh speakers.

Especially happy to hear Welsh spoken is Manager Pete Barley, their manager, whose family originate from Tregaron and who moved back from the West Midlands several years ago to live in Carmarthen.

“We now have 10 Welsh speakers out of the 18 employees,” said Pete.“It’s a great asset on board because customers from the Welsh-speaking

community respond positively to being spoken to in their own language. There are a growing number of people along our routes to Pembroke Dock, Milford Haven, Fishguard and Shrewsbury who are native speakers. My message to anyone on the staff who might be interested in learning Welsh is – it’s never too late to learn!”

To emphasise the depot’s pride in its Welsh heritage, a flag is displayed at the entrance to the offices.

Alex Edwards, a catering steward and a native Welsh speaker, said:“A lot of people – especially from the older generation – really appreciate us being able to speak in the Welsh tongue.”

Praise for going beyond the call of duty A Travel Assistant at Radyr has been praised for delivering excellent customer service after a woman passenger slipped on stairs.

Jane Dudley comforted 80-year-old Cynthia Watkins when she fell down 11 steps while going to catch a train on

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ASPECT Spring 2012

Platform One and went to great lengths to contact her husband.

“The gentleman sent me a letter saying that in this day and age when good customer service is rare, I had gone beyond the call of duty to help,” said Jane.

VESPA enthusiast Mark Prophett combines style with charity as a member of the South Cheshire Crusaders Scooter Club.

The Mod Revival enthusiast is set to go on a special ride-out to raise money for St Luke’s Hospice in Winsford.“No doubt I will be wearing my Doc Martens,” said the Crewe Conductor.

Fancy dress fundraisers AT Seat Catering staff in Shrewsbury and Carmarthen wore wacky costumes to raise a total of £600 for Children in Need.

They donned the fancy dress on their days off, going through trains on routes to Manchester, Cardiff and Hereford with collecting boxes to ask for donations.

Have you got news for us?

IF you have a story for Aspect please contact Community Affairs Manager Geraint Morgan on 02920-720521. You can also contact him via email: geraint.morgan@ arrivatw.co.uk