Corporate and Community Partnerships
I want to say a big thank you to V/Line and its services… I use a walker to get around and when (the conductor) saw me she assisted by getting the ramp out. Once at Seymour station, the lovely lady from Travellers Aid asked where we were going and gave a tour (because she dropped off someone else first) then dropped us off in the Main Street. If it wasn’t for V/Line, I wouldn’t be able to get out and enjoy the different experiences. Thank you all.”
V/line passenger
“Staff and volunteers at Travellers Aid have once again done a tremendous job supporting our passengers during planned upgrade works – this time on the Shepparton Line. While coached replaced trains between Seymour and Shepparton, the team were on hand each day at Seymour Station helping passengers change between coach and train services. The Travellers Aid service helped a total of 1265 passengers throughout October and feedback from those who used the services was overwhelmingly positive…”
V/line
“Please pass on our thanks to the full Travellers Aid team involved in supporting and assisting V/Line customers at Sunbury station over the past two weeks. Staff and customer feedback has been very positive and greatly appreciated.” – V/Line
V/line
“The service that Travellers Aid provides at V/Line’s disruption interchange locations is always outstanding. The team’s support for V/Line passengers connecting to Metro Trains services at Sunbury Station during an occupation was no exception.
We receive customer and staff feedback that Travellers Aid consistently go above and beyond in the support they provide to those navigating the station environment throughout disruptions. This important work gives passengers added confidence – particularly those with mobility requirements.
Please pass on our thanks to the Travellers Aid team and we look forward to working with you across the network in future.” – Darren Lapthorne, Regional Manager – North, V/Line
Participants of our training
“City planners, developers, designers and architects out there should consider connecting with this great not-for-profit organisation to learn first-hand about the challenges of the city.” – Steven Weir, Social Impact Manager, Lendlease
“There is no ‘one-size-fits-all’ approach, but through the training I learnt there are more opportunities to subtly improve how we architecturally design equitable spaces.” – Mia Willemsen, Senior Architect, Hassell Studio
Service users
Events
“The Australian Open is one of the few events where I know we can take mum and we have assistance to make it an enjoyable outing, and not a situation where mum feels she is a burden because she walks too slow, or it becomes too hard for her.”
Transport Disruptions
“She told me that a service like this makes a huge difference to them as it means that the whole family can enjoy going to the game together. She explained that having to manage her son on the walk to the MCG would stress the whole family and they would all be exhausted before the game even starts. She is very grateful that Metro trains has organised this service.”
“Having to travel via metro to Sunbury, changing platforms and travelling on to Bendigo with 2 suitcases, was filling me with dread. Thanks to a wonderful young lady helping me, it helped so much.” – no name given
Ballarat
“Last Thursday, due to being misdirected at Southern Cross Station, I found myself stranded in Ballarat with no connecting bus services to where I live. I was on the point of being hysterical. (If you asked the VLine staff in the office, they would probably not agree as I was crying and not making much sense.) And I was rescued by a very nice, very caring lady called Linda from your organisation. She rang around and found me somewhere to stay. Most importantly of all, she made me realise the world as I knew it was not coming to an end and my husband would survive another night without me. So I thank her from the bottom of my heart, and I thank the organisation which rescued one more lost and frightened traveller, too.” – Margaret
“I just wanted to say thanks to the lovely travellers aid woman (sorry I didn’t catch her name) at Ballarat station who helped me and my daughter find the buses on Monday. She made us feel really welcome!” – no name given
“To whom it may concern I am senior in years and whilst I was waiting to catch my interstate bus on Tuesday 30th of May 2023, I met the Travellers Aid lady and found her to be very friendly and knowledgeable. I was most grateful when she helped me with my luggage on the bus. When she returned to her table, she noticed that I had forgotten my handbag. She quickly picked it up, ran to the bus and handed it to me. What a wonderful service she is providing for those that are vulnerable and in need. Another gem for Ballarat.” – Ruth
Seymour
“Would just like to pass on my thanks to Vic Rail Seymour Station on the excellent service Travellers Aid personnel Margaret provided. Her assistance to help my mother off and on the train and transport herself and me to and from my vehicle in the car park was very much appreciated. She was very helpful in making a booking for mums return to Wodonga and arrangement on where to pick us up. She was a lovely kind cheery lady. An asset to Vic Rail. Please pass on my personal thanks and hope to see her again one day.” – no name given
“I get tired after my treatments. I really appreciate seeing your smiling faces when I get to Seymour. Thank you so much to everyone who helps me.” – no name given
Southern Cross Station
“Yesterday I travelled with my very elderly aunt. I had booked her ticket on line, picked up her ticket from local station. I had received a notification from your service offering assistance. Didn’t think I would need it. How wrong I was.
I went to the office at Travellers Aid. Your service turned our frantic day into a very very easy friendly experience. Thank You So much.
Your Customer Service is Number 1. From the time I walked into the office to the time my aunt was assisted onto the train was fabulous, marvelous. Thank you.
I am a stickler for Customer Service, and professionalism. You own it in spades. Well done.”
– Linda
“I accessed the services of Travellers Aid at Southern Cross Station on Wednesday 13th September 2023 in order to attend a medical appointment in the city. A lady friend and I travelled from Bendigo on the Swan Hill train and were met on arrival, promptly, on the platform by the buggy, saving us an exhausting walk. We were taken to Travellers Aid and after lunch at the station, were met by a very pleasant volunteer, Robyn, who escorted us safely to my appointment. She was very helpful and we enjoyed her company. We appreciated being returned to the platform by buggy to return back to Bendigo. What a great service you offer to regional Victorians!! We truly appreciated your assistance on the day.” – Glenis
“Thank you so much for your assistance to “two elderly country girls” this week. It’s comforting to know that someone is there to help and guide us when necessary. Your efforts and friendliness were greatly appreciated.” – Jean and Pam
“If you need help with accessibility at Southern Cross Station in Melbourne, these guys are fab! Normally I’d happily walk with Mabel, but I had a suitcase. They met me at the train and helped me to a taxi. Mainly run by volunteers, this service is awesome.” – Clare and Mabel
“Mum and I returned from the Gold Coast Tuesday. David collected us from the Sky Bus and took us back to the warmth of the office where we found out that the train had been replaced by a coach to Caroline Springs. Then David, took us, and our luggage to catch the replacement coach. It was bedlam down where the buses leave from, and Mum (93 years old) doesn’t like travelling on buses. David helped Mum and I onto a coach where she could sit in the front and reassured her continuously. I don’t know how I would have managed if it wasn’t for his kindness. Thank you for going above and beyond David. We truly appreciated you helping us.” – Jan and Betty
I was travelling through Southern Cross station to catch the train to Albury in the afternoon. I am an elderly person so required a bit of assistance with my bags. I have to say, the young lady who helped me went above and beyond her duty to assist me. She was very friendly, courteous, polite and extremely well mannered. The whole time she was smiling and talkative. She even helped me on the train, placing my bags in the storage tray. With this sort of helpful and friendly service I will have no hesitation in using your service again and recommending it to my friends.” – Raelene
I write to express sincere appreciation and gratitude for the assistance provided to my wife and me during a recent trip to Bendigo via Melbourne and return. We are both aged and have mobility problems and I have the disadvantage of being hearing impaired. We were apprehensive of coping with the interchanges our journey entailed.
“We were alerted to the existence of Travellers’ Aid by my sister-in-law, and we cannot praise highly enough the clear direction we were given on our initial enquiry and the subsequent service we received from Travellers’ Aid staff at Southern Cross station.
We made the appropriate bookings for the forward journey and were promptly collected at the Skybus terminal at Southern Cross station on arrival and delivered safely to our departing train platform in plenty of time for our train to Bendigo. The
volunteer was polite, obliging, and solicitous of our safety and comfort throughout. This was on Thursday, 30 March 2023 around 2:20 pm.
On our return journey (on 5 April 2023) we were collected at our arriving platform at Southern Cross Station no more than a few minutes after arrival. Again, the volunteer who picked us up was polite and obliging, checking off our myki tickets for us and allowing us a toilet visit enroute to the Skybus terminal.
We were afforded the highest standard service by your volunteers and for that we are most grateful.
It reflects great credit on your selection and training processes and the ethos of your organisation”
– John
General
“Travellers Aid are completely underrated for how much they do for the public. And all the volunteers, we are blessed to have them on public transport” – Tanya
“Best service ever from these lovely people… they take me right to my car! Nothing is too much! Thank you for this service!” – Heather
Mobility Equipment Hire
“I used this service today for the first time. It was wonderful! To now know that I can explore the city by myself has given me more options to get out and about and feel more confident. The staff at both Southern Cross and Flinders Street are kind, friendly and very compassionate people.” – Christine
“Thank you for the wonderful service you give. Recently we hired a mobility scooter in Melbourne and this made our holiday very enjoyable for my husband.” – no name given
Companion Service
“It is absolutely brilliant, I wouldn’t be able to do without you. Not only do you help me find my way but having some company, someone to chat to on the journey, is wonderful” – no name given
“It is the best service, there’s nothing else like it in Australia” – no name given
“It might sound small but having someone to help me with my bag makes the day so much easier” – no name given
“She met us on the platform and went all the way to the hospital with us. I didn’t expect her to do that, I thought she would just give us directions. It was lovely and we would certainly book again” – no name given