Aspect Autumn 2017 by i•creation

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The employee magazine of Arriva Trains Wales/Trenau Arriva Cymru

AUTUMN 2017

PAGE EIGHT

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More stations are now available for adoption by public ARRIVA Trains Wales made a renewed appeal to members of the public to “take over” their local station. The call to take part in the popular Adopt a Station scheme was made during the celebrations to mark International Day of Charity on

September 5. More than 130 unstaffed Arriva Trains Wales stations have been adopted by community volunteers since the launch of the initiative in 2004. They keep an eye on litter, graffiti, vandalism and lighting – as well as in

New MD is relishing challenge T

HE new Managing Director of Arriva Trains Wales has been announced as Tom Joyner. Tom, who is currently Passenger Services Director for London Midland, started on October 2 but will officially take up his post on October 27. He joins the company with 20 years’ experience in the rail industry. At London Midland, which he joined in 2013, Tom has led a team of 2,000 people to transform the 60 million passenger journeys made every year. His efforts led to London Midland being given the accolade of Britain’s most improved organisation for customer service by the Institute of Customer Service. Previous roles include working

some cases enhancing the platforms with floral displays. A further 84 stations have now come up for grabs for adoption including Aberdare, Barry Island, Chepstow, Baglin, Conwy, Grangetown and Merthyr Tydfil.

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in the field of future rail systems at Network Rail and before that holding board and leadership roles within the First Group and National Express Train Operating Companies. Tom said: “I am excited to be joining one of the largest businesses in Wales and to use my passenger services background to build on Arriva Train Wales’ partnership approach with the Welsh Government and Network Rail to drive continuous rail service improvements for passengers.” Arriva Trains Wales’ outgoing Managing Director Ian Bullock, who is taking up a new role at Arriva Group in the Business Development Team, said:“I am sure everyone at Arriva Trains Wales will welcome Tom and I personally wish him every success for the future.”

New Managing Director Tom Joyner.

Welcoming the new appointment, Chris Burchell, Arriva’s Managing Director for UK Trains, said:“We are really pleased that Tom has decided to join the Arriva team and continue our investment plan for

passengers through the Wales and Borders franchise. I would also like to thank Ian for his enormous contribution to Arriva Trains Wales and the role he has played in driving improvements in services for passengers.”

Tap into bonus content with the Arriva Trains Wales Augmented Reality (AR) app The free app, called Arriva Trains Wales AR, is available to download to smartphones and tablets from App Store and Google Play and will bring photographs to life in this magazine using the power of Augmented Reality. To access the bonus interactive video content, simply follow the three easy steps:

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Announcements with

a creative touch A

creative conductor who prides himself on Peter providing excellent Brook makes an customer service has been announcement in nominated for a Spotlight his personalised Award. style. Peter Brook has been shortlisted for the personalised announcements he makes while working on the Cardiff Main Line. To create a friendly and welcoming atmosphere, Peter uses the PA system to introduce himself and his colleagues to passengers. He informs customers when the trolley is due to come through the carriages and also tells them who will be serving their refreshments. Peter, who has been nominated for three previous Spotlight Awards, lists the drinks and snacks that are available as well as highlighting special offers in order to maximise revenue. He said:“Making an announcement to tell passengers that the trolley is due to come through alerts them to its imminent arrival. “They are then prepared for the trolley and have had time to refreshments we sell, the more think about what they want revenue we bring in.” rather than it just turning up and Peter, who has worked at catching them off guard. Arriva Trains Wales for four years, “If people are put in that also announces the train’s arrival situation they will very often just at each of the stops rather than say ‘no thank you’ when they using the automated system as would otherwise have fancied a he believes that hearing a drink or a snack. It also benefits member of staff’s voice is the company as, the more reassuring for passengers.

Win £50 worth of Amazon vouchers USING augmented technology to access the bonus video content in this issue of Aspect is the secret to finding the answer to the question – with the chance to win £50 worth of Amazon vouchers. It is really quick and easy to check out the videos using the AR app. If you do not already have the app on your mobile, simply follow the instructions at the bottom of this page. Photographs on pages five and eight and the centre pages with the ‘scan the photo’ icon trigger video streams on to your mobile. Remember the answer is in the video.

“Customers are my top priority so if there is anything extra that I can do to ensure they have a positive experience with us, I will do it,” he added. “I was shocked but extremely pleased when I found out I had been nominated for this award. It’s really nice to know that my efforts are appreciated.”

Q. Who did Valleys Conductor Marsha Owen high-five at the Pride Cymru Parade in Cardiff? Email your answer to katrina.tzannis@ arrivatw.co.uk by Friday November 3. The first correct entry drawn out of the hat wins the prize.

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Download the Arriva Trains Wales AR app from App Store or Google Play.

Scan the photo on the pages where you see this AR icon.

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When the video starts double tap your screen for a full-screen view to take away. ASPECT Autumn 2017

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By Customer Services Director LYNNE MILLIGAN

Surveys highlight our continued progress and customer satisfaction IT has been a whirlwind year so far and no sign that is going to change as across the business we are busy delivering and developing further improvements. After a very successful introduction of mystery shopping at stations, we have introduced the same on trains. So each month we are getting a series of ‘customer’ feedback which comments on the train and train toilet and contact and announcements with the conductor and trolley steward. All of this is designed to help us deliver our ambition of ‘proud, passionate people delivering excellent service every time’ by helping us identify areas for further improvement. It’s also great to recognise colleagues that are consistently great at what they do. Station colleagues receiving 100 per cent get a specific mention in the weekly retail news with the list appearing to grow each time. We have recently commissioned a ticketless travel survey to tell us where we have the most revenue at risk. Some of the results were surprising – such as ticketless travel levels at weekends are more than double the levels during the week. The survey also highlighted that a key area of ticketless travel is via interchange hubs such as Cardiff Central and Queen Street where there may be an assumption that customers will have come through a gateline and therefore hold a ticket. We are currently developing an action plan to get some quick wins underway as well as to look at some longer term solutions. One theme that has come through the ticketless travel survey and mystery shopping as well as our latest National Rail Passenger Survey (NRPS) results is the friendliness and helpfulness of all of you in our teams. The company undertaking the ticketless travel survey commented:“Very noticeable – the positive relationship between staff and customers. This should be maintained at all costs”. In the NRPS we saw some of our highest scoring results. How requests to station staff were handled – 95 per cent (up from 91 per cent). Attitude and helpfulness of station staff – 80 per cent (up from 76 per cent). Helpfulness and attitude of staff on board the train – 85 per cent (up from 81 per cent). Our overall satisfaction levels scored 83 per cent. Thank you all for every time you make a positive action for our customers, regardless of the job you do – it really does make a difference to how they see the business.

ASPECT Autumn 2017

Mike’s action rights a wrong C

ONDUCTOR Mike Davies has been nominated for a Spotlight Award after helping two sisters who had been sold fake Coldplay concert tickets get to see their favourite band perform. Mike spotted Liz Silk and Gill Benjamin looking “down in the dumps” as they travelled on a train from Cardiff to Cheltenham. After asking if he could be of assistance they told him that they had travelled from their home in Exeter to the Millennium Stadium to see the world-famous pop group but were turned away when the tickets – which they had paid a combined £337 for – proved to be counterfeit. Determined to help, he took their phone numbers and said he would try to turn the situation around. Over the next few days he contacted Coldplay‘s management team and the Millennium Stadium to explain the situation. He and many of his friends also took to Twitter to ask for help and even got Wales Online interested in publishing a story about how the ladies had fallen foul of the con. All his hard work and persistence paid off because a few days later Coldplay’s team got in touch with the sisters to say they were being treated to an all-expenses paid concert break… to see the band perform in Paris.

Not only did they receive VIP tickets to the concert and an after-show party but were flown out to France in first class and were then chauffeur-driven around the city, including to and from their five-star hotel accommodation, which was also laid on for them. They were refunded the money they had spent on the fake tickets in the first place as a gesture of good will from Coldplay. Mike, who is based at Cardiff, said: “I was absolutely delighted when they got in touch to say what Coldplay were going to do for them. “They just looked so down in the dumps when I saw them on the train to Cheltenham I knew I had to do everything I could to help them get their money back and see the band they really love.” He added:“We met up a few days later in Chepstow on my day off so they could tell me all about it. They even tried to give me some of the money that had been refunded but I wouldn’t accept it and told them to donate it to charity instead. It wasn’t about a reward it was about doing the right thing for a couple of customers.” Mike, who only started working for ATW in January, is now in line for a Spotlight Award for going the extra mile. He said:“It is lovely to be appreciated in this way by the company.”

Mike Davies meets up again with Coldplay fans Liz Silk, left, and Gill Benjamin after they had been on the all-expenses paid concert break in Paris.

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The first Fleet Maintenance Apprentices to complete their course, Dale Williams, centre, and Jordan Reed, right, with Fleet Technical Instructor Phil Blayney at Canton depot.

Training done with

flying colours T

HE first two entrants for Arriva Trains Wales’ inaugural Fleet Maintenance Apprenticeship scheme have completed their training with flying colours. Dale Williams, aged 23, and Jordan Reed, aged 22, were the first to be enrolled four years ago under a flagship Fleet initiative to “plan for the future”. They have now completed an HNC course in Electrical and Electronic Engineering in their fourth year and have been awarded their certificates in a special awards ceremony by

outgoing Managing Director Ian Bullock. Both of the successful trainees are now qualified as Craft Interchangeable Maintenance Engineers and both are keen to further their careers with Arriva Trains Wales. During their Apprenticeships the duo completed an NVQ in Traction and Rolling Stock and gained a National Certificate in Electrical and Electronic Engineering. Their on-the-job training took in maintenance, fault finding and repairs and they carried out theory-based classroom work at

Coleg y Cymoedd in Cardiff. Dale, of Pontlottyn, believes the Apprenticeship was the best thing he could have done to further his career. “It was great to get an insight into different jobs such as fitting engines, wheel sets and electrical components during my first year and then to follow that by going on to the shift system,” he said. Jordan, of Rhondda, is looking forward to progressing on the Arriva Trains Wales career ladder. “I love the railways and I enjoyed every minute of my time as an Apprentice,” he said.

Praise for service comes from Japan A customer fanbase for Arriva Trains Wales is spreading across the world with the latest praise coming from as far afield as Japan. Ian Herbert, Service Delivery Assistant at Hereford station, was amazed to find a letter postmarked Fukushima had been sent for his attention. It was addressed to “Mr Iyan, Hereford Railway, Hereford” and it was thanking him for the assistance he had provided to the correspondent a couple of weeks earlier.

“The letter was from a lady called Satomi Sugat and she was praising me because I had helped her when she twisted her ankle jumping from the train,” said Ian, who had taken the Japanese traveller in the station wheelchair to the nearby Hereford County Hospital for treatment. “It was touching to receive and nice to know that she had taken the time to write from the other side of the world.”

Recruiting community apprentice ARRIVA Trains Wales is looking to recruit the UK’s first Community Rail Apprentice. The successful candidate will help to strengthen links between the railway and local communities. They will split their time between Cardiff and Pontypridd and will undertake an 18-month development programme. HR Director Gareth Thomas said:“We’re very excited to be recruiting the UK’s first Community Rail Apprentice. Our stations and services play a vital part in the lives of communities up and down Wales, connecting people and places, so we know the importance of the role we play. “We already work closely with many local community groups but this will be a fantastic opportunity to train a keen person to build on those relationships and forge new ones.” ASPECT Autumn 2017

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Conductor Alan James on the platform at the Rhymney station.

Class 319s to create welcome additional capacity

Fleet Quality Manager Rowan Phillips updates the Project Zero information board at Canton depot. Valley Lines Driver Manager Peter Gittins in the Cardiff simulator where drivers are gaining practical experience of carrying out the reporting process.

Strong Valley Lines performance is

timely reward for hard work E

Customer Service Advisor Tim Leach and Steve Tyler on the new Platform 8 at Cardiff Central station. The additional platform has given better opportunities to work around issues such as points failure or train breakdown.

Train arriving at Rhymney depot for overnight maintenance and cleaning.

ASPECT Autumn 2017

MPLOYEES across several Arriva Trains Wales functions are being praised following a series of exceptionally strong Performance figures for the Valley Lines services. Confirming the company’s reputation as one of the best Right Time Train Operating Companies, the statistics show that more than 90 per cent of trains in the Valleys have arrived at their destination on time for five consecutive periods. A number of factors have brought about the sterling performance – but at the heart of the achievement is the hard work of Arriva Trains Wales people. In Fleet, the Project Zero initiative is being driven by the mindset that focusing on reducing train defects will improve performance and customer experience. Of the many workstreams, the Delivery and Repair Team (DART) has achieved significant improvements in performance by reducing the number of off-depot incidents that can have a major impact on Valleys performance.

Craft Interchangeable Technician Alan Glavin inspects the linkage on Class 150 Valley Lines train at Canton depot.

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TO SEE VIDEO Drivers, Conductors and Cleaners at out-based depots on the Valley Lines are boosting performance by reporting any defects they find through the correct channels. At the Welsh Route Operation Centre, the Valley

Safety and Operations Director Steve Tyler and Customer Service Advisor Elaine Cooper at Cardiff Central station with a departure board showing Valley Lines services running on time. Lines Controllers are being repeatedly praised for going the extra mile in the event of train failure and line disruption. Drivers out on the network are aware that communication with the signaller and maintenance control speeds up the process of

moving units to enhance performance. More generally, the Cardiff Area Signalling Renewals (CASR) project, which is in the final phase of delivery, has helped by giving greater flexibility through Cardiff Central. And the additional Platform 8 at the station has

offered better opportunities to work round issues such as points failure or train breakdown. Important changes to the May timetable have maximised capacity along Valleys routes and resulted in less unstaffed station delays.

TWENTY additional coaches are on the way – and many of them are likely to go into service on the Valley Lines. Five Class 319 Flex electro-diesel multiple units are to be leased for the Wales and Borders franchise from 2018 until at least 2021. The four-car units have been made surplus by the delivery of Siemens Class 700 EMUs to the Thameslink network. The agreement with owners Porterbrook Leasing is being funded by Arriva Trains Wales to the tune of £1 million and by the Welsh Government (£1.9 million). The driving cars of the EMUs will be modified under the Flex concept by the fitment of diesel alternator powerpacks. Under the partnership agreement with the Welsh Government the Class 319s will allow Class 150s and 158s to be taken out of service to comply with Persons with Reduced Mobility regulations. Simon Hughes, Fleet Director, said:“These additional trains will be a massive boost for our customers who have been calling for extra capacity for a long time. “We are delighted to be investing alongside the Welsh Government to secure this additional rolling stock within our current franchise period.” The introduction of the Class 319s will be overseen by new Project Manager Martin Barnett and trains will referred to as the C769. Anyone with questions about the initiative should email talktous@arrivatw.co.uk

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Conductor Alan James on the platform at the Rhymney station.

Class 319s to create welcome additional capacity

Strong Valley Lines performance is

timely reward for hard work E

Train arriving at Rhymney depot for overnight maintenance and cleaning.

ASPECT Autumn 2017

Craft Interchangeable Technician Alan Glavin inspects the linkage on Class 150 Valley Lines train at Canton depot.

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g n i t a r b e l Ce

y t i s r e v i d

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Arriva Trains Wales employees join colleagues from Network Rail and British Transport Police to support the Pride Cymru Parade in Cardiff.

Volunteers join Pride Cymru Parade OLUNTEERS from Arriva Trains Wales joined railway industry colleagues to take part in Cardiff’s Pride Cymru Parade. p Meeting up on Knox Road, the grou s enjoyed the celebration with thousand way r thei e mad of revellers as they es through the capital city. The employe

p FRONT PAGE PHOTO: Arriva Trains Wales’ grou are right to left row back e, Parad Pride at the Lewis Emma Brencher, Head of Communications se, Bree hew Matt ger Mana eting Mark Brencher, t anen Perm and s Jone Valleys Driver Lukas Sikorow, Front . Clark David ger Mana Timetable uctor Valleys Driver Luke Smith and Valleys Cond dog. the nce Flore is red pictu Also . Owen Marsha

ASPECT Autumn 2017

e were keen to represent and celebrat the important theme of diversity and equality at Arriva Trains Wales. The Train Operating Company sponsored their T-shirts and rainbow lanyards. It was the first time Arriva Trains Wales staff had joined colleagues from Network Rail and the British Transport Police in attending the festivities. Crowds lined the streets, waving flags and blowing whistles, as the parade wound its way through the centre of Cardiff. Colourful During the Big Weekend rainbow revellers ial spec a series of soak up the guests including atmosphere. singer Charlotte Church performed alongside homegrown talent on the main stage in the festival area. The parade, which was part of Pride Cymru’s Big Weekend 2017 over three days during the August Bank Holiday, started in Churchill Walk and went past Cardiff Castle before finishing at the city hall. “There was a real party atmosphere with lots of music – and it was great for us to be involved,” said Valleys Conductor Marsha Owen.

Valleys Conductor Marsha Owen pictured during the Pride Parade.

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By Projects and Planning Director MIKE TAPSCOTT

New franchise will definitely bring future change

Talking about access ramps protocol at Shrewsbury station are Arriva Trains Wales Community Relations Manager Geraint Morgan, second right, Shropshire-based Community Transport Association members, Jayni Anderton and Nigel Porter, and Arriva Train Wales Platform Dispatcher Adam Sargent with a ramp.

Raising awareness on

railway access A

number of accessibility projects are underway as Arriva Trains Wales redoubles its efforts to reach out to the community it serves. Community Relations Manager Geraint Morgan is visiting groups that support disabled people to raise awareness of the company’s assisted travel service. On each occasion he explains what assistance is available at stations and on trains, what types of wheelchair or powered mobility scooters can be conveyed on trains, how to book assistance if required and the benefit of a disabled person’s railcard. Visits have been made to the Stroke Association, Cardiff Institute for the Blind, West Cheshire Access Group, Shrewsbury Access Group, the Macular Society, the Ebbw Vale VIP (Visually Impaired People) Group and Bridgend County Borough Council’s Social Services & Wellbeing Directorate supporting people with learning disabilities. “Following my initial meeting, a

familiarisation trip is arranged which gives each person experience of travelling by train, using ramps and lifts, meeting traincrew and enjoying a day out,” said Geraint. “For example members of the Stroke Association travelled from Bargoed to Barry Island, the West Cheshire Access Group recently travelled from Chester to Llandudno, while the Shrewsbury Access Group travelled between Shrewsbury and Cardiff. “Feedback from each trip is important so that we can understand what we do well and identify areas where we could improve the service provided to customers.” ● Arriva Trains Wales is currently working on an audio guide aimed at helping people with a visual impairment to find out about the assistance available on trains and at stations. This is nearly complete and is being delivered with support from Customer Relations Advisor Elin Hall-Evans who is doing the voiceover and Route Controller Jonathan Goode who is doing the digital recording.

I, along with the Executive team, appreciate we are moving into uncertain times and the only guarantee we can give is that the new franchise will bring change. The scale of that change will depend on what bidders have committed to, although I am both hopeful and optimistic it will be good for rail transport in Wales and the borders. There has been a lot of attention in the press recently which was expected as the procurement process gets nearer the October 2018 date. This does raise more questions than answers, so I can appreciate it can cause angst for some of us. As I write this article in late September there are still four bidders in the process, including Arriva and the bidding process is progressing, albeit there are some hurdles (mainly financial) for the Welsh Government to overcome with the UK Government as you might have seen recently in the press. I am advised by Transport for Wales (TfW) they are still working to the October 2018 deadline for awarding a new franchise. There is a mechanism to extend the contract for seven periods although no discussions have taken place that would suggest this will happen. As any good business would do, we should be prepared for all eventualities. We have now started preparing a project plan to ensure the business is in a good shape for next year which will include a communications plan to support and update you on information as it arises. Len Sharps, who was our Project Manager for the successful Champions League Final operation, will be Project Manager for the franchise contract renewal, so we are in good hands. The next milestone will be an invitation to tender for bidders to show how they would take the new franchise forward. Once this is live, bidders will then have around three to four months to submit their bid on quality and cost. The successful bidder would go through a period of finalising the contract so I expect we will not know who the winner is until at least Spring 2018 and then we will see what is committed in the franchise. In the meantime we should continue to be proud and build on the successes of the last 14 years.

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Five minutes with Neil Driscoll Neil, Operations Assurance Manager, takes time out from his busy schedule to tell Aspect about his action-packed life which includes triathlons and football coaching. What is the most unusual thing that has happened in your working career? In my first week with Arriva Trains Wales, as a Conductor on the Valley Lines, I needed to think on my feet when a passenger had a seizure on board. Luckily a nurse travelling home from work helped me and I managed to get medical assistance at the next stop. The customer made a full recovery and, at my request, Arriva Trains Wales sent the nurse a bunch of flowers. She told me she was delighted with the gesture when I caught up with her a few weeks later. Which famous people alive or dead would you invite to a dinner party? I like a laugh and a joke so I would say American actor Adam Sandler whose humour I appreciate and Paul Gascoigne (Gazza) the ex-footballer. I would also invite Nigella Lawson to cook the food and French DJ David Guetta and the Stereophonics to sort the music afterwards. How do you relax? Relax is maybe not the right word! I try to run three to five times a week and swim and cycle the same amount as I am into Triathlon. I’m due to start my Triathlon coaching in the next few weeks too. I also run a local football team at under-15 level as well as the Arriva Trains Wales Running Club in Cardiff.

What are your favourite books, music and films? My favourite books are sporting autobiographies and stories about gangland and organised crime. I like live music especially but if I had to choose a concert it would be the Stereophonics. For films I like comedies, action and thrillers. What is your most valuable possession? I would have to say my Ironman Wales finisher’s medal. Not because of the achievement of completing it but because of why I did it. It was to raise money and awareness in memory of my mum whom we lost to pancreatic cancer. I’m sure she would have been the proudest lady on the planet that day! What is the best bit of advice you have ever been given and by whom? There is always someone bigger and better than you – so stay humble and help the people that aren’t at your level. This was given to me by my mum growing up and one that has stood me in good stead.

Neil Driscoll pictured on Platform 3 at Cardiff Central station.

What did you want to be when you were growing up? I wanted to be working in the Emergency Services – a fireman or police officer. An interesting fact is that I withdrew my application to become a traffic officer because I didn’t fancy working shifts and learning lots of rules… so I became a Conductor for Arriva Trains Wales! If you could go back in time what period would you choose and why? I would say the 1950s in Britain. Even though it was tough with the struggles that they encountered, people seemed to stay together as a family and helped their neighbours. In my opinion they had better principles in society than some do now and were more family-orientated. What is your favourite place of all? I would say Tenby in south Wales as I have special memories of that place. If the weather is right then there is nowhere better in the world in my opinion as it is extremely picturesque. It is also becoming a mecca for Triathletes too.

Roland goes the extra mile to keep up high standards RHYMNEY Station Environmental Operative Roland Davies is being praised for going the extra mile in keeping up high standards of train cleanliness. As well as cleaning the units that are stabled overnight in the sidings he cleans the staff mess rooms and toilets

ASPECT Autumn 2017

as well as the management offices and he litter-picks around the depot and sidings. Roland redoubled his efforts when a colleague went on sickness leave with an injured shoulder for six months. He has also coped with an increase in the number of vehicles outstabled at Rhymney due to the

timetable changes in May. Nominating him for a Spotlight Award under Arriva Trains Wales’ Enthuse value, Craig Williams, Train Presentation Manager, said:“Roland has had to re-arrange his life around the business for the last six months which shows tremendous attitude and commitment.”

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Dave Williams with one of the American model locomotives on the G-scale railway in his garden at Tregarth.

HEN it comes to linking his hobby with his job Dave Williams is right on track... thanks to the G-scale model railway he has built in his garden. The Holyhead-based Driver has constructed the 1:29 scale, 45-millimetre gauge railway at his home in Tregarth, Bangor, over the past 10 years. It is based on the US-style rail network and over the years he has collected 96 different stateside engines – many with their own in-built sound systems – and the collection includes steam as well as diesel replicas. He runs them on a brass track that he lays out in his garden during the spring and summer months before taking it up during the winter. Dave has travelled to the US more than 52 times to photograph trains as part of his love of all things locomotive, but it was around a decade ago when he saw a G-scale model railway over there and it sparked his new hobby. He said:“I saw it and thought ‘I’ve got to

Garden railway

keeps growing have one of those!’ So I started collecting almost immediately. It is not an inexpensive hobby – one of the engines can cost between £350 and £400 but I find it really relaxing to come home, go in the garden on a lovely evening and operate one of the model engines.” The term G-scale comes from the German word groß meaning big. Because of its size and durability it is often used outdoors – so is perfect for Dave’s garden-based set-up. He joked:“My other half just shakes her head at me but my grandchildren love it and really like coming round to have a go themselves.”

Most of his purchases are done over the internet, often through online auction sites and dedicated G-Scale model railway shops. Dave, who has been driving trains for a quarter of a century and has been with Arriva Trains Wales since 2011, says his favourites are models of some of the modern US engines. He added:“Although I have a fantastic replica steam engine in my collection I have to say my favourites are the modern general electric trains. I can get them pulling around 30 cars including the double stack, two-tier carriages which look marvellous as they go around the track.”

Giant ticket for longest name A giant ticket has been produced by Arriva Trains Wales featuring Europe’s longest station name. The 4.7 metre long by 3.08 metre wide ticket banner, pictured, contains the word Llanfairpwllgwy ngyllgogerychwyrndrobwllllantysi liogogogoch, a large village situated on Anglesey, which attracts tourists from all around

the world so they can have their photograph taken by its sign. Owing to the sheer number of letters (58) the railway station there appears as Llanfairpwll on conventional train tickets. According to the Rail Delivery Group the most characters that can be fitted onto a standard 8.4cm by 5.4cm ticket is 26. ASPECT Autumn 2017

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P U C

S R E N WIN

Arriva Trains Wales captain, Road Transport Manager Adam Terry, is held shoulder-high as he lifts the XC Cup. His team-mates are, left to right, Project Interface Assistant Luke Curtis, Valleys Customer Service Advisor Aaron Barham, Operations Assurance Manager Neil Driscoll, Project Interface Manager Frank Slater, Train Planning Specialist Joseph Lewis and Performance Reporting Analyst Johnathan Jones.

Soccer team with national trophy

HE Arriva Trains Wales football team stormed to a famous victory in the final of the prestigious XC Cup. They lifted the tournament trophy in the six-a-side competition which is organised annually by sister company CrossCountry. Amazingly they conceded only one goal in their matches – and that came in the last minute of the final in which they beat Network Rail Birmingham New Street 3-1! Two of the goals in the decider were notched by top scorer Luke Curtis, Project Interface Assistant. The team scored 21 goals in total, recording 6-0 and 5-0 victories along the way. Their tournament ended in a double celebration because one of their star players, Performance Reporting Analyst Johnathan Jones, scooped the Player of the Tournament accolade. “It was our fifth year of entering the XC Cup and we are delighted to have won,”

said Captain and Manager Adam Terry, the Arriva Group Road Transport Manager who is based at St Mary’s House. “We put in a good team performance with everybody contributing, playing good passing football. We knew we had some good players but of course you can’t tell how you are going to do until you size up the competition. “It was a great day out and we really enjoyed the international feel with four teams from Arriva Europe taking part.” The Arriva Trains Wales team lifted the cup at their fifth attempt after being runners-up in their first year of entering. The XC Cup trophy is now on proud display in the trophy cabinet in St Mary’s House.

Arriva Trains Wales Johnathan Jones is presented with the Player of the Tournament trophy by CrossCountry Commercial Director Ben Simkin who played for the XC Commercial Kings team.

Prompt action during station emergency A customer service advisor “on loan” to Abergavenny station came to the rescue during an emergency despite being traumatised himself. Cabling on a footbridge snapped and a section whipped past the top of Paul Millar’s head as he was changing bin bags on the platform. Paul noticed part of the cable had come to

ASPECT Autumn 2017

rest on the south platform and was still live. Despite his own predicament – he only avoided injury by ducking – he evacuated the station, contacted Control and then stayed on to advise stranded passengers. Paul, who normally works at Pontypridd, has been nominated for a Spotlight Award under the Customer Experience pillar.

Have you got news for us? IF you have a story for Aspect please contact Internal Communications Manager Katrina Tzannis by emailing katrina.tzannis@ arrivatw.co.uk or call 02920 720687.