The RailStaff Awards 2024

Marketing Team

Transport for Wales

Previous Next Nominate

Gemma Southgate

Said the following about Marketing Team:

“Covid-19 had a significant impact on transport services in Wales and their passengers. As public awareness of the virus and its growing impact was felt across the country, reductions in its use followed.

Following declaration of a pandemic and the implementation of national lockdowns, restrictions and safety measures were applied aimed at reducing the virus’s spread in the community. In line with Welsh Government guidance, Transport For Wales ran a reduced rail service from March 2020, prioritising key workers, giving NHS workers free travel, and sharing ‘essential travel only’ guidance for customers that was reiterated through social media and web channels. When those restrictions eased in August 2020, the TfW adapted its guidance. Services were bolstered and queuing and one-way systems were introduced to support social distancing. Signs reminding people of the changing rules, including to wear a face cover and pay by contactless where possible, were placed across trains and stations. Cleaning regimes were stepped up, particularly around key touch points. The firm worked with British Transport Police to ensure regulations were followed and passengers felt safe and secure. In summer 2020, as travel restrictions began to ease, Transport For Wales launched a bilingual, accessible and inclusive ‘Travel Safer’ campaign to encourage passengers to help ‘keep Wales safe’. The campaign used social media and an accompanying video outlining how the firm was keeping customers safe and what passengers were required to do to protect themselves and others. Further guidance was included for passengers with disabilities and an extensive ‘frequently asked questions’ feature was made available online.

A new service called 'Capacity Checker' was launched. Transport For Wales launched ‘capacity checker’, helping customers check before they travel which trains may have most space available for COVID-19 social distancing safety.

This new online portal is available on the TfW Rail app and shows customers when trains typically have plenty of space, are moderately busy or could be full, so they can plan ahead and choose the service that is right for them.“