XC Life Spring 2012

The magazine for CrossCountry peopleXCLifeSpring 2012

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XCLife p1 1/3/12 16:35 Page 1

National memorial torailway people whoserved their country

2 XC Life Spring 2012

OUR railways have been part of UK life for manyyears and very often those who join the railwaystay with us for a long time too. The commitmentso often seen by railway people is often immenseand reflects the pride in the job they do.

Recognition for people who serve our industrywell has always been an important part of railwayculture – and when we say long service, we reallymean long service!

In the last century, the role of the railwaysduring times of conflict was significant. Railwaycompanies released many people for nationalservice and those who stayed at home performedvital tasks keeping industry and supplies moving,often in very difficult circumstances.

Many railway stations carry memorials listingrailway people who served their country. Thereare numerous noted examples of heroism too –the railwaymen who died in 1944 moving aburning munitions train away from the town ofSoham in Cambridgeshire.

Going back further we can find, buried in thelocal churchyard, those who died in 1842 in alocomotive explosion at Bromsgrove. Indeed theoutstanding courage of a few railway people hasbeen recognised with awards of the VictoriaCross. Today the industry continues to support thenation’s Volunteer Reserve Forces and we havereleased people to serve in recent years.

The contribution offered by the railway itselfhas sometimes been recognised too. I rememberhow the impressive railway logistics response insupport of the Falklands Task Force in 1982 sealed a long-term freight contract with theMinistry of Defence.

Recognition for the railway and its people isabout to come again. The National MemorialArboretum at Alrewas was conceived as “a livingtribute to the war time generations of thetwentieth century and as a gift to their memoryfor future generations to reflect upon and enjoy”.

You can see it from our trains just south ofBurton-on-Trent. More than 160 memorials havebeen established since the Arboretum opened in2001 recognising the contribution made byorganisations and people, both civil and military.

There is presently no memorial to the role ofthe railways and its people in war and peace timeand that is about to be put right. The BritishTransport Pensioners Federation has been leadingan appeal to raise funds to create a permanentmemorial at the Arboretum. They have been wellsupported by the industry, including CrossCountry,and especially by railway pensioners.

Stonemasons Strongs Memorials based inBloxwich near Walsall have been commissioned tocarve the locomotive chosen as the memorial torepresent the industry. Arrangements are now inhand for it to be unveiled on 22 May this year.

Recognising excellence in what railway peopledo today is so very important. Remembering thatothers have given exceptional service in the past is important too. I hope that you will think ofvisiting the National Memorial Arboretum andexploring the stories it now holds.

by Andy CooperMANAGING DIRECTOR,CROSSCOUNTRY

KATE Barnes has started hersecond career journey withCrossCountry in the role of

Employee Engagement Advisor working as part of the HR team inCannon House.

Kate’s experience in the rail industrycovers a variety of front line, trainingand HR positions giving her a greatunderstanding of some of the dailychallenges which the railway faces.

Her job involves giving support andadvice to people across the businessthat can enhance engagement andmotivation. Working closely withpeople and their managers enables Kateto follow up on the feedback,

suggestions and ideas from employees.Her role also includes responsibility

for internal communications,championing the company’s vision andvalues and recognition programmesthat will celebrate the many thingsbeing done well.

Kate said: “I am delighted to return toCrossCountry in this exciting and variedrole, and particularly looking forward totravelling around the network andworking with CrossCountry people.

“The industry has always been full ofgreat people and being part of theCrossCountry team once again is afantastic opportunity to work withsome of the best.”

Kate embarks onreturn journey

CHANG Phatranuchit sent out achallenge to colleagues toaccompany him on a parachutejump at an airfield in March,Cambridgeshire.

He was joined by fellow Reading Retail Service ManagerMarcin Zukiewicz, who jumped

from the same plane to make thedescent. Chang said: “To jump from12,000 ft was surreal but it wastotally exhilarating. When I was atthe door of the plane about tojump out I wondered whether Ishould be doing it but in the end itwas fine – the views were great.”

Chang’s parachute jump challenge

EmployeeEngagementAdvisor KateBarnes at her

office in CannonHouse.

XCLife p2 2/3/12 09:57 Page 1

XC Life Spring 2012 3

IAN Gosling hasbreathed new life intothe 1930s railway era in Leicestershire bywriting a novel calledLove At War. The SeniorConductor’s romantictale tells of a

locomotive fireman called JackBosworth who falls in lovewith a local girl.

Their dramatic courtship isplayed out in 1938-1939 asthe storm clouds of war gatherand Jack has to fight off theattentions of a love rival.

Ian, who is based atLeicester Centre, carried outextensive research into railway

history to compile his260-page book.

In one scene Jack’s enemy,the former boyfriend of his girlRachel, makes a bid to derailhis train.

Ian said: “My novel has takenfour years to write and I haveused many locations inLeicestershire as material.

“I have combined two realvillages, Rothley andWhetstone, near where I live,to create a fictional villagecalled Whetley. I drewinspiration from the presentstation at Rothley which isnow on a preserved steamrailway.”

Thomas the Tank Enginefan Frasergiven VIPtreatmenton specialrail trip

COVE

R S

TORY

Senior Conductor Ianpens period romancewith a railway twist

Ian Gosling with someWorld War II memorabilia

at Rothley station. Thecover picture shows Ian

with his novel manuscriptat the station.

TrainManager Andy

Hill pictured withFraser Smith during

his rail journey homeafter seeing his story-

book hero Thomasthe Tank Engine.

Ayoung railways fan who is in danger of losing his sight was given VIP

treatment by CrossCountry on hisway back from meeting his story-book hero Thomas the Tank Engine.

Fraser Smith, aged three, of Moray innorth-east Scotland, who suffers fromretinoblastoma, was returning from a visit toThomas Land, Drayton Manor Park, inStaffordshire.

His day was made extra-special when staffon the Tamworth to Edinburgh journey tookhim into the cab as a treat and thenpresented him with a series of

railway-themed gifts. Fraser, who has lost thesight in one eye and has diminished vision inthe other, received a station whistle, a set ofdespatch flags, a passenger counter and fourcollector’s item models of CrossCountrytrains.

Train Manager Andy Hill said: “We upgradedFraser to First Class and he was thrilled whenI and Customer Service Manager Sarah Gouldmade the presentations to him.

“We were only too happy to help make his

journey a trip to remember.”Retail Service Manager Theresa Daisley

made sure that Fraser and his relativesenjoyed complimentary refreshments.

Fraser’s trip was arranged by Logan’s Fund,a trust set up in memory of a victim ofchildhood cancer.

Cameron Mackintosh, Chairman of Logan’sFund, said: “We were delighted and touchedthat CrossCountry gave Fraser an extraspecial memory of his trip.”

XCLife p3 1/3/12 16:43 Page 1

AT the centre of thePlymouth operation areAdrian Bartlett, DominicGilbert, Michelle Ryan andKim Ayres. Driver TeamManager Adrian, who wasborn in Sidmouth Junction,East Devon and now lives inthe Tamar Valley, has been onthe railways all his workinglife from the time he leftschool in 1979.

He is responsible for thetraining, assessment andwelfare of the drivers alongwith his colleague DriverTeam Manager Darran Lillywho also has responsibilitiesat Bristol. “We work closelywith Network Rail throughthe Right Time RailwayGroup, Signal Sighting andregular voicecommunication jointassessments,” he said.

Customer ServiceManager Dominic Gilbertstarted out on the railwaysin 2002 as a Retail Service

Manager and progressed tohis present role via TrainManager. “The biggestchallenge in my job centresaround time management butI have a good supportmechanism around me,” saidDominic, who is a keenfootballer in his spare time.

Dominic’s wife Deborah hasrecently given birth to theirsecond daughter Amelie.

Customer Service ManagerMichelle Ryan worksalongside Dominic to lookafter the on-board crew.Michelle, who has been on therailways for 15 years, lives inMoorswater, Cornwall, and iscurrently using her spare timeto renovate her 150-year-oldcottage with her husband.

Team Organiser Kim Ayreshas been on the railways for26 years with previousexperience as a steward. Inher spare time she makesgreetings cards and has justtaken on an allotment.

BERNADETTE Williams hasreturned to Plymouth depotafter a spell in Birmingham –and feels as if she hasreturned home.

“Plymouth is where myheart is,” said the TrainManager, who began life onthe railways in 1997 as asenior stewardess.

“I always felt as if I was onloan in Birmingham because Iwas born just a 10 minutewalk from Plymouth stationand I have a real attachmentto the city. I also like the waythat Plymouth Centre is aclose-knit unit and we’re allone big family.”

For Bernadette one of themain attractions of her job isgetting to know people onthe trains.

The wide range of travellersto and from Plymouth – frommembers of the Armed Forcesto students and people whowork at the dental hospital –means that her on-board roleis always varied.

“Plymouth itself is a greatplace to be based,” she added.“The history and scenery are second to none.”

Team has a wealth ofRAILWAY EXPERIENCE

Bernadettereturns towhere herheart is...

Pictured at Plymouth station are, left to right, Team Organiser Kim Ayres,Driver Team Manager Adrian Bartlett and Customer Service Manager MichelleRyan. At the time of photo-call Dominic Gilbert was on paternity leave.

XC Life focuses on Plymouth Centre where staff face distinctive operational c


KimAyres, right,and Michelle

Ryan monitor thedeparture times on

the platforminformation

screen.

XCLife p4-5 2/3/12 09:52 Page 1

PLYMOUTH Centre’sdistinctive geographicallocation gives it a character

that is unique in theCrossCountry network.

As a semi-terminal station it is the starting-point for journeysto the North, North-East andScotland.

Its position on the Devoncoast, close to the border withCornwall, ensures it has a numberof unusual operational features.

Plymouth is the onlyCrossCountry Centre from whichstaff work England’s mostsouth-westerly rail route toPenzance.

The north-easterly route out ofPlymouth towards Exeter travelsthrough Dawlish, where the railline is well-known for itsexposure to lashing waves intimes of bad weather.

A special safety system knownas the Dawlish Sea Wall Protocol

is activatedwhenever the

route becomesimpassable.On-boardcrew have tomeet seasonalchallenges ofincreasedvolume due toholidaymakers,the large

studentpopulation inPlymouth and thelocation of HMS Raleigh,the naval training facility,and HMNB Devonport, the Royal Navy’s operating base, inthe area.

The CrossCountry Centre atPlymouth, situated on Platform 8of Plymouth North Road Station,houses 46 drivers, 33 TrainManagers, 20 RSMs and six First

Class Hosts. TheService Centre,

which is situated just off themain concourse, is home to sixstaff. CrossCountry runs 16northward services daily of whichtwo or three are HSTs, with therest Voyagers.

Location givescentre uniquecharacter

Retail Service Manager Dale Hyatt,left, and First Class Host Colin Wardrop monitorthe Centre Health and Safety Notice Board.

■ North Road Station,which opened in 1877, issituated at the top ofArmada Way, Britain’sfirst pedestrian-onlyshopping precinct.

■ The 771-mile journeyfrom Aberdeen toPenzance, via Plymouth,is the longest run anytrain performs in the UK.

■ Most of the Plymouth-Penzance line hassemaphore signallingwhich works by changingthe angle of a pivotedarm and is now rare inthe UK.

■ The South DevonBanks, on the linebetween Exeter andPlymouth skirtingDartmoor, contain threesevere gradients –Dainton Bank, RatteryBank and HemerdonBank. The first of these isthe third steepest bank inmainland Britain.

PlymouthFACTFILE:

ServiceCentre Team

Leader MartinJones checks

stock.


RetailService

Manager JulietHodge booking

on duty.

Driver Andrew

Chapman ready to take his train onto Penzance – one

of the routes he drivesregularly.

l challenges – including sea waves lashing the line and three severe gradients

XCLife p4-5 1/3/12 16:55 Page 2


PLYMOUTH is really myadopted home because I wasborn in Milford Haven in

Wales. My dad was in the RoyalNavy and when I was three he wasposted back to Plymouth. I havebeen here ever since.

My earliest childhood memoriesare of Plymouth and I think ofmyself as a native! For a boy it wasa good place to grow up, with thebeaches close by and countrysideon the doorstep. My parents settledin Stoke, near to the Dockyard, andI now live less than a mile away.

I left Devonport SecondaryModern School in 1977. I was tooyoung to start employment at 15and went potato picking. At 16 Istarted my working life and wasemployed as a storeman for Liptonswhere I met my wife-to-be, Bev.

After a couple of years I joinedthe railway at Plymouth working asa Trackman on the Permanent Way.In 1985 I successfully answered an

advertisement for Traction Traineesand subsequently became aDriver’s Assistant, Relief Driverand finally Driver.

Following rail privatisation,seniority dictated that I had tostay with Great Western but Iwas able to transfer toCrossCountry that sameyear.

There is a lot of historyto be proud of such as theHoe, the Mayflower Stepswhere the Pilgrim Fathers setsail for America in 1620 andthe strong naval tradition.Mind you, the sea does notagree with me. I only took thecross-channel ferry once andthat was enough!

However it’s the friendlyfeel of the place I like best –and this year is a celebratoryyear as Bev and I will bothbe 50 and will have beenmarried for 30 years.

As a supplement to the XC Life focus on Plymouth on theprevious pages, Driver DAVE HANNA tells us why he lovesthe city he has called home for most of his 49 years.

ENTER Phil Bartlett’s house and you hearthe sounds of the WPCV radio stationbroadcasting from Lakeland Florida.

He’s able to listen to his favouriteCountry and Western singers direct fromthe USA using a Pure One Flow radio –bought using High Street shopping vouchersawarded by CrossCountry.

Phil, who is one of nine train crewcontrollers in the Control office in CannonHouse, received the vouchers as a rewardfor 10 years’ service.

He was keen to remedy the DABreception problems which he wasexperiencing at his home in SouthStaffordshire, and headed off to look atalternative radios.

“I bought a Pure One Flow radio and I amthrilled with the result,” said Phil. “It allowsmy wife and I to listen to 97.5 WPCV radioand other streaming stations, by wificonnection without using a computer, aswell as receiving normal FM and digitalstations.”

So keen are the couple on their musicthat they made a trip to Florida to watch acountry star Easton Corbin give a concert –with a backstage meeting arranged by theLakeland radio station.

“It’s thanks to CrossCountry that we nowhave the perfect means of listening in,”added Phil. “The Pure One Flow is awonderful investment, and it’s even better since it was my service award.”

Vouchers hitthe right notefor countrymusic fan Phil

Historic city witha ‘friendly feel’

Phil Bartlett with his new Pure One FlowRadio at Cannon House.

The famous Plymouth Hoe and Smeaton’sTower looking out over Plymouth Sound.

Dave Hannapictured in

Central Park,Plymouth – a place

where he likes to relax.

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XCLife p6 1/3/12 16:58 Page 1

HERBIE and Fred the Amazon Parrots havestruck lucky after being fostered by LynPhillips. Already the unlikely duo –

one is aged five, the other 55 – are feasting on breakfasts of buttered crumpets or toastwith honey.

As a special treat they both love a showerwith a spray bottle, with the oldest of the two brightly-coloured rescue birds spreading

his wings to get a full soaking.

Lyn, a RetailService Manager at

Plymouth, isdetermined to give

the parrots a secondchance to enjoy

themselves.She is fostering

Red-Lored AmazonHerbie and YellowHeaded Amazon

Fred through the Birdlineparrot rescue charity.

“I have researched their needsand I am learning all I can aboutthem,” said Lyn.

“They have already becomethe best of buddies and are fine

to be out of their cage in thelounge for as long as they can get

away with it.”Both of the parrots have their

moments, and Fred is proving a“Victor Meldrew” character,

chewing through laptop cables andbutting into conversations with “blah,blah, blah.”

“They’re often a real laugh but I taketheir welfare very seriously,” added Lyn.“It’s vital the birds do not come intocontact with chemicals, candles, airfresheners and certain foods.”

The birds’ main diet is based on seeds,with fresh veg and fruit, thoughoccasionally they might be given a treatof a few chips.

■ Anyone wishing to offer an unwanted parrot a home can visitwww.parrot-rescue.org.uk


PERIOD 9(four weeks to 10/12/11)

PERFORMANCE: 87.4%

DELAY CAUSE:Network Rail 59.3%, XC 10.4%,other train operators 30.3%

DELAY CAUSED BY XC:13%

AVERAGE PERFORMANCEOVER THE LAST YEAR:88.5%

FLEET MILES BETWEEN FAULTS:

Class 170 – 16.825(Yearly average 16,799: +4.44%year-on-year)

Class 220 – 140,373(Yearly average 55,253: +49.88%year-on-year)


HST – 90,329(yearly average 23,962: +61.35%year-on-year)

CATERING SALES:-0.68% on last year

AVERAGE TICKET PRICE:£11.47 (+5.5% year-on-year)

PASSENGER COUNTS:The % of counts successfullycompleted

71% (last year 81%)

BusinessSTATS

COLOURFULDOUBLE ACT:

Herbie, right, andFred who is proving

to be the “VictorMeldrew” of the

parrot world.

best of buddiesbest of buddiesLyn’s rescue parrots are

I just don’tbelieeeeeve it!

I hadhoney

on toast...and nostickybeak

Lyn Phillips with Herbie

on her shoulder.

Shower time for Fred –

courtesy of aspray bottle

from Lyn.

XCLife p7 1/3/12 17:00 Page 1

8 XC Life Spring 2012 XC Life Spring 2012 9The Marketing Department welcome your feedback and suggestions – contact them at [email protected]

At a time wheneconomic circumstancesmake it difficult togenerate new ticket sales,the team led by Louise

Blyth is passionatelycommitted to seeking new

ways to reach potentialcustomers and sell more

smartly to existingtravellers. Already

big strides havebeen taken to maketravel easier andincrease the flow ofinformation fromCrossCountry to thetravelling public.

A newly-introducedsmartphone Appallows users to planjourneys, look up realtime train information andbuy tickets, including gettingtickets on their mobile.

Within the first six monthsthe App has been downloaded150,000 times and led toCrossCountry being shortlisted inthe IT Excellence category of theRail Business Awards.

Meanwhile the unique Ten MinuteReservations (TMR) service has beenrolled out on Voyagers, providing atext message service allowingAnytime and Off-Peak ticketholders to reserve a seat on the dayof travel.

“Both the App and TMR initiativespave the way for us to have a muchmore helpful relationship with ourcustomers, from the point ofplanning the journey through topost-journey feedback” said Louise.

“They are great examples ofCrossCountry breaking down normsand doing something everyone elsesaid could never happen. Our futureplans include enhancing our websiteto make it more relevant toindividual customers, and focusingmore on the business traveller thanwe have previously.”

The Marketing Department’songoing work of showcasing thecompany’s services through publicrelations, social media, customercommunications and advertising is

carried out from their base next tothe Communications and RevenueDepartments at Cannon House. Inline with Train Operating Companypractice they also produce anddistribute key customer informationsuch as timetable booklets andengineering work updates.

The members of the team,reporting to Head of MarketingLouise Blyth, are Digital andMarketing CommunicationsManager Dean Thorp, DigitalMarketing Assistant Rhea Skinner,Timetable Production ManagerRakesh Bansal, CustomerCommunications Manager Ben Hall,Customer Relationship MarketingManager Catherine Terry, ProjectManager Scott Masters, PartnershipManager Clare Shufflebotham andMarketing and CommunicationsAssistant Chris Thomas.

CrossCountry’s Marketing Department is working at the forefront of cutting edge communications to showcase services and bring in new revenue

SMART WORKING: holding up three types of smartphone – Android, iPhone and BlackBerry – which candownload the new CrossCountry App are, left to right, Project Manager Scott Masters, Digital MarketingAssistant Rhea Skinner and Marketing and Communications Assistant Chris Thomas.

Digital and Marketing CommunicationsManager Dean Thorp views CrossCountry’snewly-enhanced website.

THE Marketing Department isworking at the forefront of digitaltechnology to bring in new revenue

and enthuse the public about the serviceson offer from CrossCountry.

Partnership Manager ClareShufflebotham with leaflets

produced to publiciseCrossCountry travel services to

the Reading Music Festival.

Maximising digital technology toconnect with customers

CRM Manager Catherine Terry with an eye-catching emailcreated for distribution to the customer mailing list.

Timetable ProductionManager Rakesh

Bansal changes aposter in CannonHouse Reception.

‘‘’’

Both the App and TMR initiativespave the way for us to have amuch more helpful relationshipwith our customers.Louise Blyth, HEAD OF MARKETING

CustomerCommunicationsManager Ben Hall

with one of theCrossCountry

advertising posters atBirmingham New

Street station.

XCLife p8-9 1/3/12 17:01 Page 1

8 XC Life Spring 2012 XC Life Spring 2012 9The Marketing Department welcome your feedback and suggestions – contact them at [email protected]

At a time wheneconomic circumstancesmake it difficult togenerate new ticket sales,the team led by Louise

Blyth is passionatelycommitted to seeking new

ways to reach potentialcustomers and sell more

smartly to existingtravellers. Already

big strides havebeen taken to maketravel easier andincrease the flow ofinformation fromCrossCountry to thetravelling public.

A newly-introducedsmartphone Appallows users to planjourneys, look up realtime train information andbuy tickets, including gettingtickets on their mobile.

Within the first six monthsthe App has been downloaded150,000 times and led toCrossCountry being shortlisted inthe IT Excellence category of theRail Business Awards.

Meanwhile the unique Ten MinuteReservations (TMR) service has beenrolled out on Voyagers, providing atext message service allowingAnytime and Off-Peak ticketholders to reserve a seat on the dayof travel.

“Both the App and TMR initiativespave the way for us to have a muchmore helpful relationship with ourcustomers, from the point ofplanning the journey through topost-journey feedback” said Louise.

“They are great examples ofCrossCountry breaking down normsand doing something everyone elsesaid could never happen. Our futureplans include enhancing our websiteto make it more relevant toindividual customers, and focusingmore on the business traveller thanwe have previously.”

The Marketing Department’songoing work of showcasing thecompany’s services through publicrelations, social media, customercommunications and advertising is

carried out from their base next tothe Communications and RevenueDepartments at Cannon House. Inline with Train Operating Companypractice they also produce anddistribute key customer informationsuch as timetable booklets andengineering work updates.

The members of the team,reporting to Head of MarketingLouise Blyth, are Digital andMarketing CommunicationsManager Dean Thorp, DigitalMarketing Assistant Rhea Skinner,Timetable Production ManagerRakesh Bansal, CustomerCommunications Manager Ben Hall,Customer Relationship MarketingManager Catherine Terry, ProjectManager Scott Masters, PartnershipManager Clare Shufflebotham andMarketing and CommunicationsAssistant Chris Thomas.

CrossCountry’s Marketing Department is working at the forefront of cutting edge communications to showcase services and bring in new revenue

SMART WORKING: holding up three types of smartphone – Android, iPhone and BlackBerry – which candownload the new CrossCountry App are, left to right, Project Manager Scott Masters, Digital MarketingAssistant Rhea Skinner and Marketing and Communications Assistant Chris Thomas.

Digital and Marketing CommunicationsManager Dean Thorp views CrossCountry’snewly-enhanced website.

THE Marketing Department isworking at the forefront of digitaltechnology to bring in new revenue

and enthuse the public about the serviceson offer from CrossCountry.

Partnership Manager ClareShufflebotham with leaflets

produced to publiciseCrossCountry travel services to

the Reading Music Festival.

Maximising digital technology toconnect with customers

CRM Manager Catherine Terry with an eye-catching emailcreated for distribution to the customer mailing list.

Timetable ProductionManager Rakesh

Bansal changes aposter in CannonHouse Reception.

‘‘’’

Both the App and TMR initiativespave the way for us to have amuch more helpful relationshipwith our customers.Louise Blyth, HEAD OF MARKETING

CustomerCommunicationsManager Ben Hall

with one of theCrossCountry

advertising posters atBirmingham New

Street station.

XCLife p8-9 1/3/12 17:01 Page 1


RETAIL Service Manager SteveGreenaway knows all about thesterling work performed behind

the scenes by CrossCountry’s servicecentre staff.

Steve has become one of themhimself by volunteering for asixth-month secondment to the teamat Birmingham New Street.

Seeing from the inside how the jobinvolves varied tasks including bakingpastries, putting orders into boxes andthen taking them up to the platformshas given him a new insight into therole. “It’s been a bit of an eye-opener,”said Steve. “Starting at 0500 if you’re

on the early shift, you have to take asmany as 60 loads per day up to theplatforms.

“You have to keep your eye on trainarrivals and are often required to takethe order from one platform toanother if there’s a late change.

“When I go back to my on-boardjob I will definitely appreciate the keyrole of the service centre staff more.”

Steve and five other volunteersstepped in to help with extra servicecentre workload at New Street due tothe closure of the tunnels underneaththe platforms during the stationremodelling.

CROSSCOUNTRY is working withNetwork Rail to decide on the mosteffective operational arrangementsfor the electrification of the Western Route. The first stage isscheduled to go from LondonPaddington to Newbury, Oxford andBristol by December 2016. WhileAirport Junction to Maidenhead willbe constructed by the Network RailCrossrail teams, and Reading stationwill be delivered during existing

access by the current remodellingteam, other areas will be deliveredby Electrification Teams.

Network Rail plans to use anergonomic High Output Train toconstruct overhead line equipment.

“This should result in less accessrequests for operators and allowingus to do what we do best – runtrains,” said CrossCountry’sProduction Projects Manager Joanne Higgs.

Effective operational arrangements

RSM SteveGreenaway with a tray of freshly

baked cookies at theBirmingham New

Street servicecentre.

Steve’s new role isan eye-opener

A warm welcome to the following who have recently joined the company:Sarah Rumble, Retail Service Manager; Les Sibbald, RetailService Manager; Max Hewitt, Service Centre Team; CraigPearson, Revenue Protection Officer; Kimberley Bracher, TrainManager; Samantha Knights, Conductor; Terence Wood,Conductor; Matthew Pocock, Head of Train Planning andStrategic Timetable Development; Siobhan Dunne, CallCentre Consultant; Kate Barnes, Employee EngagementAdvisor; Chris Thomas, Marketing and CommunicationsAssistant; John Cole, Service Centre Team; RichardSaunders, Service Centre Team; Thomas Brydon, FirstClass Host; Brian Mills, Retail Service Manager; AdamDonoghue, Retail Service Manager; Sean McKee, First ClassHost; Liam Gormley, Retail Service Manager; Mark Nevins,First Class Host; Charlotte White, Call Centre Consultant.

Congratulations to the following who have receivedlong service awards:

Michael Barker, Plymouth Train Manager; Adrian Compton,Plymouth Train Manager; Steven Hudson, Bristol TrainManager; Andrew Fudge, Birmingham Resource Centre.

Alan MacPherson, Edinburgh Driver; Paul McCann, EdinburghDriver; Stewart Hunter, Edinburgh Driver; Eileen Brown, TeamOrganiser; Jane Crombie, Edinburgh Train Manager; LizAhrens, Reading Retail Service Manager; John Breach,Bournemouth Driver; Andy Sheehan, Bournemouth Driver;Steve Langley, Bournemouth Driver; Gill Thomson, RegionalManager LNE and Scotland; Martin Bloomfield, RegionalDriver Manager, LNW; Paul Hopkins, Birmingham ServiceCentre; Simon Chaperon, Leicester Driver; Mark Young,Edinburgh Driver; Grant Laing, Edinburgh Driver; Lynn Heath,Operations Performance; Clare Davies, Birmingham RetailService Manager; Matt Hooper, Bristol Train Manager; GeorgePugh, Newcastle Train Manager; Steve Straughan, NewcastleTrain Manager; David Brereton, Newcastle Train Manager; IanManktelow, Stations Customer Service Manager; Ed Orwin,Newcastle Train Manager; Jack Smith, Newcastle TrainManager; Joanne Lydon, Newcastle Train Manager; GrahamHodgson, Newcastle Train Manager; Brian Johnson,Newcastle Train Manager; Roy Watson, Newcastle TrainManager; Ferdinand Vendil, Edinburgh Station Staff; RichardNiven, Edinburgh Driver; Justine McLeay, Bristol Driver; GrantHenderson, Edinburgh Retail Service Manager; Simon Turner,Derby Driver; Christopher Longhurst, Customer ServiceManager; Steven Elliott, Newcastle Train Manager; Lee Irving,Newcastle Train Manager; Geoff Hawkins, Newcastle TrainManager; Dave Ramshaw, Newcastle Train Manager; MandyMiller, Birmingham Station Staff; Saltes Rahman, BirminghamTrain Manager; Maggy Doonan, Edinburgh First Class Host;Charlie Letham, Edinburgh Retail Service Manager; PhilPotter, Bournemouth Retail Service Manager; Kevin Smith,Birmingham Train Manager; Laura Pennyfeather, BirminghamTrain Manager; Andy Biggs, Birmingham Train Manager; AndyMitchell, Birmingham Train Manager; Tony Plumley,CrossCountry Fleet; Neil Shelton, Derby Driver; Joe Healey,Edinburgh Train Manager; Tony Hulson, Birmingham TrainManager; Garry Blakeman, Birmingham Customer ServicesAdvisor; Douglas Sopp, Bournemouth Retail Service Manager;Allan Dale, Bournemouth Retail Service Manager; AllenWright, Bournemouth Train Manager; Michael Flynn, LeicesterDriver; Eunice Fraser, Edinburgh Station Staff.

BEST wishes to the following staff who are retiring:Stephen James, Birmingham Driver (49 years service);Stewart Howells, Birmingham Driver (49 years service);Steven Cave, Leicester Driver (47 years service); AnthonyRobinson, Birmingham Driver (34 years service); MichaelMenzfeld, Edinburgh Train Manager (32 years service).

10 YEARS

25 YEARS

New starters, longservice & leavers

XCLife p10 2/3/12 10:21 Page 1


ACrossCountry employee is raising funds tohelp set up a modern water supply for aschool in Kenya. Malcolm Seymour and his

wife Val first visited Mwokoeni Children’s Centre andPrimary School when on a safari trip three years ago.

They heard how Head Teacher John Oondo isplanning an electrical pump and storage tanks tobenefit both the school and the surrounding villageof Bombolulu – population 10,000 – near Mombasa.

Plymouth Train Manager Malcolm is raisingawareness of the project which will help combatwater shortages in an area regularly hit by malariaand cholera.

“We have visited the school four times and wehave become very involved with the appeal,” hesaid. “The school has a bore hole but a pump systemcosting £3,600 would guarantee a constant supply

and allow them to sell the water to villagers, raisingmoney to run the school, pay the staff and supportchildren who have moved on to higher education.

“The school of 200 children together with thecentre for destitute youngsters provides a reallyvaluable service in an area of great need, with littlesupport from the government. It is run on Christianprinciples with support from other faiths.”

Malcolm is hoping CrossCountry colleagues mightbe willing to donate to the water project, andPlymouth Customer Service Manager DominicGilbert has already committed to doing a parachutejump to raise funds.

● Anyone wishing to lend support shouldcontact Malcolm at malcolm890seymour@

btinternet.com.

COLLEAGUES threw a special retirementparty for Dennis Robinson at a venue dear tothe Manchester Driver’s heart. The send-offtook place in the refreshment room of Burystation on the East Lancs Railway where hehas spent much of his spare time.

To mark his 50 years on the railwaysCrossCountry friends past and present hadcommissioned a Bachmann model of a BRClass 9F loco as a leaving present. “Dennisworked on this steam engine at LowerDarwen in his early days as a fireman so itseemed a fitting present,” said Driver DavidMcCumskey.

Driver Team Manager Neil Wignall – whois pictured right making the presentation toDennis at the farewell party – said: “Dennisalways acted in a professional manner andwas highly regarded by all who had thepleasure to work with him.”

Vital help forKENYAN SCHOOL

Fond farewell after 50 years on railways


PERFORMANCE: 87.3%


DELAY CAUSED BY XC:34.4%






HST – 57,809 (yearly average 27,929:+102.00% year-on-year)

CATERING SALES:-2.63% on last year


PASSENGER COUNTS:The % of counts successfullycompleted70% (last year 61%)

BusinessSTATS

Malcolm Seymour and hiswife Val pictured in Kenyawith children from theMwokoeni Children’s Centreand Primary School. Inset,John chats with HeadTeacher John Oondo.

XCLife p11 1/3/12 17:28 Page 1


Navarin of Lamb with turnedspring vegetables.

INGREDIENTS:

1.5 lbs stewing lamb1/2 lb button onions1/2 lb turned carrots1/2 lb turned turnips1/2 lb turned potatoes1 bouquet garni – can be purchased from any supermarket1 pint lamb stock1oz flour1 crushed clove of garlic3/4 oz tomato puree1/4 lb mixed diced celery, carrot and onion1 bay leaf1 sprig thyme

METHOD

Cut four neck cutlets and eight piecesof breast of lamb into 2.5 ins x 2.5 inscubes free from fat.

Put the dripping in a braising pan andsaute the lamb cubes till goldenbrown.

Add the mixed diced celery, carrot,onion, sprig of thyme and bay leaf tothe meat and colour.

Pour off the fat and dust with the flourand place in the oven to brown.

Remove from the oven and add thetomato puree plus the chopped garlicand moisten with the stock.

Bring to the boil and skim: then addthe bouquet garni.

Simmer undercover in a moderateoven for 1.5 hours.

Sauté the button onions, carrots andturnips in butter to a golden browncolour and blanch the potatoes.

Remove the meat from the pan andplace in a clean pan. Add the sautéedveg and the turned blanchedpotatoes.

Strain the sauce and correct theseasoning consistency and colouring.Dilute with a little stock if necessary.

Add the sauce to the meat andvegetables, bring to the boil andsimmer until the meat and veg are tender.

Remove the fat and serve.

1

2

3

CrossCountry’s veryown Royal chef JulesBacon, who was oncecook to the QueenMother at the RoyalLodge, offers you arecipe for a tastyseasonal dish.


PERFORMANCE: 90%


DELAY CAUSED BY XC:20.2%






HST – 13,291 (yearly average 28,717:+117.15% year-on-year)

CATERING SALES:+6.34% on last year


PASSENGER COUNTS:The % of counts successfullycompleted

67% (last year 71%)

BusinessSTATS

Right RoyalRecipes

NAZ Hussain hasfulfilled his childhooddream of climbing a

sacred mountain in his nativePunjab. The BirminghamDriver made the ascent of3,200-foot Tilla Jogian, the“Hill of the Saints,” in theJhelum District of Pakistanduring a visit to his family.

While growing up he wasfascinated by the legendslinked with the mountain,including one on a Romeoand Juliet theme, and he hassince nursed an ambition totackle the climb.

Naz started out atdaybreak with a group offriends including hisbrother-in-law and journeyedby jeep along a rocky road for20 miles to reach the base.

They then made thethree-and-a-half hour ascent

of the mountain which isshaped like a camel’s backand is dotted with Hindutemples.

“It was a wonderful climb,peaceful and quiet alongverdant slopes,” said Naz.“From the top there are greatviews of the Himalayas.

“It was a childhood dreamto climb the mountain. WhenI returned my family said –you have conquered TillaJogian today!”

Naz is a seasoned walker,having climbed Snowdon fivetimes and completed anumber of treks in Scotland.

He raises money for theEye Care Project run by hisbrother-in-law, an eyespecialist, and each yearsends at least enough cash toJhelum to pay for a free eyeoperation.

Mountain climb fulfilsNaz’s childhood dream

Naz Hussain picturedwalking in Wales in training

for his trip to the sacredmountain in the Punjab.

BACKAT WORK:

Naz pictured atBirminghamNew Street

station.

XCLife p12 2/3/12 10:30 Page 1

JASON Waddington playeda key role in co-ordinatingthe emergency services’

response to a “gas explosion” inWest Yorkshire.

Luckily it wasn’t for real –Jason was acting in his role as avolunteer for the Fire andEmergency Support Service.

The Leeds Train Manager isan established member of theorganisation which isadministered by Red Crossstaff in partnership with WestYorkshire Fire and RescueService.

During the simulationexercise he acted as arest centre managerliaising with police,fire, ambulance andthe local authorityfrom a position inthe control room– situated for theday in NorthAllerton communitycentre.

Jason has just been awarded anArriva Community Action Bronze Awardfor his ongoing participation in the Red Crossscheme. “I have recently taken on a trainingrole, helping other volunteers to learn theropes,” he said.

“As well as being on call by pager for fireand emergency incidents in West Yorkshirewhen I am off-duty on the railways, I am alsoon the national register for major incidents.

“I was on stand-by for the Carlisle floods, forinstance. It is very satisfying to be able to helpothers, and there’s also some overlap with my jobat CrossCountry. I am dealing with customers intricky situations on a daily basis, and this helps if Iam required to help disaster victims to calm down.”

In one of his real-life disaster situations,Jason helped provide hot drinks, snacks and support to evacuees after a fire in a garage inBradford city centre.


A CrossCountry Train Manager has beenpraised for the second time in the nationalpress for the creative quality of hisannouncements.

Bristol-based John Shackleford is wellknown among passengers for his positivepresentation of the stops along the route.

He salutes “Tranquil Torquay,” “PrestigiousPlymouth,” “Charismatic Cheltenham,”“Delectable Dawlish” and the “Educationalseat of excellence we know as Exeter.”

One group of customers texted in to thefree morning newspaper The Metro’s Good

Deed Feed to say how impressed they were.Calling themselves Happy Commuters,

South-West, the passengers wrote: “Manythanks to the Train Manager who wishes the‘Wheels of Friendship’ to travel with usthrough Titillating Tiverton, TantalisingTaunton and Brunel’s Bustling Bristol TempleMeads.”

Some time ago John’s announcementswere praised in The Times newspaper by atravel correspondent. John said: “A lot ofcustomers seem to appreciate them. I try tobe informative but light-hearted.”

THESE ADVERTS ARE ALSO INCLUDEDIN THE SOCIAL SECTION OF THECROSSCOUNTRY INTRANET SITE,WHICH IS AVAILABLE AT ALL CENTRES.

CrossCountry staff are invitedto advertise for free in thisquarterly ‘small ads’ column.The section is open to anyone who hassomething to sell, rents out holidayaccommodation, runs a mobile disco, isorganising a football match or anexcursion to celebrate a birthday,wanting to let people know about anight out... or is simply looking toplace an appeal for a specific item. Toplace an advert here contact us at: –[email protected] or [email protected]

lassified

BASS GUITARErnie Ball Musicman Stingray Bassguitar, with two band active EQ andHumbucking pickup. Schaller BMtapered-post tuners, three coloursunburst ash body. Maple neck andfinger board. A classic instrument in finecondition, pictures available. Offers inthe region of £995.

Call Neil Wignall on 07887 896925for more information.

DISCOUNT RATES FOR HAIR AND PHOTOSCrossCountry staff will receive a discountif they book hairdressing andphotography services from two firmswhose websites were created by LeedsRSM Alex Wild.

Iconic Look, a mobile hairdresser’s inYorkshire, offers women a personalisedlook, hair colouring or hair extensionswith details at www.iconiclook.co.uk.

A wide range of professionalphotography services including portrait,advertising, modelling, corporate andtravel are available atpeterhowarthphotography.com, a Leeds-based photographic business.

ORLANDO, FLORIDA – holiday home to rentFive-bedroom villa with pool/spa. Closeto Disney Parks. Located on secure resortcommunity with superb clubhousefacilities. XC employee-owned. Tel.07875 468655 or visitwww.floridadisneymoments.com.

VINTAGE 500 SERIESAMERICAN DIAL TELEPHONEThis phone, which has a loud ring, is thetype on show in Kojak, the Rockford Filesand movies from the 1960s and 1970s. Itwas made in North America in the 1960sand has been refurbished so that it isnow compatible with current BT andmost cable phone systems. Simply pluginto an existing socket. It sells onPedlars.co.uk for £115 (check thewebsite if you want to see what it lookslike) but it’s on offer for £40.

Contact Will Adderley on 0121 2006173 or [email protected]

Announcements with a dash of flair...

XC

Red Crossvolunteer Jason

Waddington proudlyholds aloft his Arriva

Community ActionBronze Award.

AWARD RECOGNISES

Red Cross work

’’JASON WADDINGTON

‘‘It is very satisfying tobe able to help others,and there’s also someoverlap with my job atCrossCountry.

XCLife p13 1/3/12 17:00 Page 1


Ask me another

At the moment I am…

enjoying my role as a First Class Hostbased in Bristol Centre. As well as makinghot drinks and serving food I make apoint of chatting to my customers andgiving advice where required.

The best thing about my job is…

making new friends and meeting lots ofdifferent characters. I try to establish arapport with my regulars.

The most unusual thing that hashappened to me at work since I startedin 2004 is…

the discovery of a blow-up lifesize modelof a man which had been left behind by ahen party!

My most valuable possession is…

my home.

If I have time to myself…

I will read and socialise with friends. Ienjoy time with my best friend, Lyndsey.

My favourite music, books and films are…

music from the seventies and eighties,thrillers by Dean Koontz, and the filmsMamma Mia and Sweet Home Alabama.

The famous people I would invite to adinner party are…

George Clooney – there would be noneed to invite anyone else!

When I was a child I wanted to be…

a police lady.

The best bit of advice I was ever given…don’t take life too seriously. Enjoy yourloved ones.

My favourite place in the world…

being at home.

MILLIE MORRIS, First Class Host,tells us about herself. Millie,aged 47, is married to husbandKer and has a daughter, Jodie,and two grandsons.

CROSSCOUNTRY has been recognisedas a leading train operator through theaward of a “Golden Whistle” for BestOperational Performance.

It’s the second year in succession thatthe company has received the accolade,

which is given annually by theInstitution of Railway Operators inconjunction with Modern Railwaysmagazine.

“This success is testimony to theexcellent performance, dedication and

attention to detail by everyone atCrossCountry,” said Philip Meikle, Headof Performance.

“The fact that the Golden Whistle isawarded by industry colleagues shouldmake everyone in the company proud.”

Company scoops top award for second successive year

MillieMorris

pictured outsidethe iconic frontageof Bristol Temple

Meads station.

XCLife p14 2/3/12 09:30 Page 1

JOINING CrossCountry hassaved Steve Bird an 83-mile

journey to get to work.The Driver lives at

Market Harborough andfaced a road trip to the

London area on a regularbasis when he was with EastMidlands Trains.

After changing TOCs he isfinding that his current baseat Leicester Centre is farmore convenient – and saveshim a substantial amount infuel costs.

“It was a bit of a challengeto get down to London StPancras to book on when Iworked for my previous traincompany,” said Steve.

“Now I can either get atrain to come in to work ordrive in.

“I’m saving all the time onpetrol and travelling costs,especially relevant in thesedays of high fuel prices.”

WIN


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KEIGMOREREEDBOWESCORFETOWIEBIBURYDENHAMFOXTONGOADBYBRAEMARCOOKHAMDOWNHAMHAWORTHHOLT ENDMITFORDGRASMERETHARSTONCRANBORNEERMINGTONMOUSEHOLEBEDDGELERTBORROWDALEHUTTON-LE-HOLECHURCH MINSHULLHAMPTON-IN-ARDEN

KEIGMOREREEDBOWESCORFETOWIEBIBURYDENHAMFOXTONGOADBYBRAEMARCOOKHAMDOWNHAMHAWORTHHOLT ENDMITFORDGRASMERETHARSTONCRANBORNEERMINGTONMOUSEHOLEBEDDGELERTBORROWDALEHUTTON-LE-HOLECHURCH MINSHULLHAMPTON-IN-ARDEN

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THE WINNERS INLAST ISSUE WERE:Lee Davis, Class 220 four-

car Voyager, Julian Fisher,

£20 Currys voucher; Steve

Awford, £20 Pizza Hut

voucher; Rob Spears, Vue

Cinema voucher.

Please indicate the prize you would like to win in order of preference byputting numbers in the boxes.

If the top choice is the model train,write 1 in the box. For your secondchoice write 2 etc.

OO GAUGE CLASS 220 VOYAGER ■£20 CURRYS/PC WORLD VOUCHER ■£20 VUE CINEMA VOUCHER ■£20 PIZZA HUT VOUCHER ■

FOUR prizes including acollector’s item model are on offer in our wordsearch for the Spring issue.

The theme is villages andhamlets, to reflect our storyabout Ian Gosling and his novelset in rural Leicestershire.

A Bachmann model of an 00 Gauge Class 220 four-car Voyager, painted inCrossCountry livery, is on offertogether with three HighStreet vouchers.

Entries should arrive no later than 30 April. OnlyCrossCountry employees areeligible to enter. Simply ringthe words in the grid, cut it outand send it with your name,address and phone number to:Kate Barnes,Employee Engagement Advisor,CrossCountry,5th Floor, Cannon House,18 Priory Queensway,Birmingham B4 6BS.

a model Voyager in ourvillage themed wordsearch

JANETTE Bradbury’s jobtransfer from one Centreto another led her toundertake a 136-milejourney by road in thedepths of winter.

The Customer ServiceManager’s house movefrom Manchester toCambridge took placebetween Christmas andNew Year.

“We drove our ownremoval vehicle and it wasa tough journey throughice-cold rain,” she said.

“However I am nowsettled in my new homeand thoroughly enjoyingmy new job. Everybody hasbeen really welcoming andI couldn’t have had awarmer reception.”

Janette, previously in theCSM role at Manchester, isnow looking after SeniorConductors and RevenueProtection Inspectors inCambridge and Leicester,from her base atCambridge Centre.

Home movejourneychallenge

New job iscutting costof travelling

XCLife p15 2/3/12 09:57 Page 1

16 XC Life Spring 2012 Published by CrossCountry. Telephone 0121 2006038. [email protected]

IF you have a story for thestaff magazine pleasecontact Ron Quenby on07966 424382 or [email protected]

Call us withyour storiesJOHN Bedford lives further away from his

Centre than any of his colleagues – buthe still cycles in to work. The

Manchester Driver bikes in from hishome in Nantwich three or four

times a week on average.Keen cyclist John, who owns

six bikes, enjoys the sport because itkeeps him fit and allows him to get awayfrom the hustle and bustle of the cities.

“My journey from home, which can takeup to two hours, takes in scenic viewsaround Sandbach and Holmes Chapel,”he said.

Kerry hotfoots itfor charityKERRY Cross walked overhot coals at 1,700 degreesFahrenheit to raise £780 forthe Little Heroes CancerTrust. The Leeds CustomerService Manager receivedhints on how to approachthe fire walk during aseminar before the pubchallenge at The Scotland inBirstall, West Yorkshire. “Itwas quite nerve wracking,”said Kerry. “The heat wasintense – you certainly hadto keep moving.”

Matt chips in to coach

budding golfers

John’s two hour scenic cycle to work

PUTTING IN THE EFFORT:Matt Stratford coachestwo budding golfers atKnowle Golf Club, Bristol.

MATT Stratford lives five minutes awayfrom a golf club – so he’s well placed tochip in with their youth coaching

scheme. The Bristol Train Manager is well knownas a member of Knowle Golf Club where he playsoff a handicap of six and is twice winner oftournaments.

After passing on his knowledge to his seven-year-old son Samuel he has now joined the club’sinitiative to teach local youngsters.

“I jumped at the chance because I think it’s awonderful way of keeping young people off thestreets,” said Matt.

“Rather than sitting at a computer all daythey can be learning the etiquette and

sportsmanship that goes with golf. I teach themto play by the rules and emphasise that fair play

is paramount.”Around 40 budding golfers from three

surrounding housing estates turn up for thecoaching on a regular basis.

Matt added: “I usually teach the smalleryoungsters aged six or seven. A lot of them havepotential – the club’s scheme has already produceda 10-year-old girl who was selected to play in ahigh profile tournament in America.”

XCLife p16 2/3/12 10:25 Page 1

Documents

XC Life Spring 2012