PerthNorg

TransPerth customers relations FAIL

I might be fan of the TransPerth on the web, particularly Google transit. However, in the face to face  customer relations failed for me big time tonight. Working late, I caught the 1935 train home from Perth, so I could connect with the 541 bus from Wellard station to drop me off outside my house. The trip went well until the train attempted to stop at Wellard and just slide through the station and failed to stop.

So I walked down the train to complain to the two security guards riding the train, I did not even get to explain the story went the train driver opened his door and apologised for failing to stop, because "there must of been sudden shower, because brakes would not grip, it is all metal on metal".  The driver got on the radio as did one of the security guards, who was trying to delay the bus which was due to leave Wellard Station in less than 10 minutes, which means I need to catch a return train straight from Rockingham back again, otherwise I would have to walk the 2.5km home in very wet weather. The driver, meanwhile told me "Just go see the guys at the security at Rockingham, they will sort something out, they will probably get you a taxi.".

Then the train pulled into Rockingham Station, just as the train heading back towards Perth left.  So with the next train back to Wellard Station 28 minutes aways, I approached the security guards in their office. There response was "Sorry, the driver must of been talking to the other station, there is nothing we can do." Faced with a choice of waitng 28 minutes for the next train and probably a 2.5km walk home, in rough weather. A 920 bus pulled outside of the station. So I took the opportunity and caught that bus. It was a 15 minute bus ride and 1km walk home in wild weather, but I got home. Unfortunately I had to pay extra for the privelege because the train took me an extra zone.

And to lodge a complaint with the TransPerth via website is also an ordeal, it took two searches and half a dozen pages before I found the complaint page. No contact us page, just a complaints page linked of another page I found on a search for feedback.