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Auckland One Rail
Auckland One Rail

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About

Auckland One Rail

Auckland One Rail proudly operates Auckland’s Metro Rail system on behalf of Auckland Transport.

Auckland One Rail is a 50:50 joint equity partnership between ComfortDelGro Transit and UGL and has responsibility for train operations including provision of drivers and other train staff, development of timetables, station operations and maintenance, security, customer facing activities, and management of the Auckland Network Access Agreement and KiwiRail interface. In addition, rolling stock maintenance will be delivered by Auckland One Rail from 2025.

CDGT’s parent, CDG, is one of the world’s largest multi-modal passenger transport providers, with a footprint in seven countries, more than 24,000 employees and annual turnover in 2020 of NZ$3.4 billion. CDG, through its subsidiary SBS Transit, is the operator and maintainer of two Singapore mass rapid transit lines and a light rail system.

UGL, is Australia’s largest supplier of outsourced rail asset management and rolling stock maintenance services, with a fleet of more than 2000 rail vehicles across its Australian rolling stock maintenance contracts. UGL is also a consortium partner in Metro Trains Melbourne, Metro Trains Sydney, Canberra light rail and the operator of the Adelaide light rail system.

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what we do

Our Specialties

Contract Logistics

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Source Optimization

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Consulting Services

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Profitable Marketing

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Leadership Team

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Martin Kearney

Chief Executive Officer
Gavin Panter

Gavin Panter

Chief Operations Officer
Catherine Laskey scaled e1739930580597

Catherine Laskey

Chief Financial Officer
Louise Pengelly IMG 1875

Louise Pengelly

Director CRL Operations
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Customer First Approach

Customer First is taking care of, supporting, and looking out for others. At Auckland One Rail we take a Customer First approach to ensure we meet the unique needs of our rail customers.

To enable our team to deliver on this promise, we apply a set of Customer First Service Design Principles to every aspect of our operations.

Customer First Service Design Principles

Our approach to delivering world class rail is founded on five key pillars.

partnership

Partnership

A genuine and close working partnership
We will collaboratively deliver Auckland Transport’s vision for public transport
customer first

Customer First

Customer First
We will create exceptional customer experiences by placing customers first in everything we do

Operational Excellence

A step change in operational performance
We will collaboratively deliver Auckland Transport’s vision for public transport
growth

Growth

Creating a network that supports and facilitates growth
Together we will create a public transport network that supports and facilitates Auckland’s future growth
sustainability

Sustainability

Creating a sustainable legacy and social value
We will maximise social, economic and environmental benefits and create a legacy for Auckland

“I have been catching train for over a year from Papakura station and every other morning I get greeted with a big smile from your customer service ambassador. She has also helped me more than a few times catching my train by pointing to the right platform.  I felt compelled to share this feedback with you because she is so consistent with her great service!”

“As visitors to your fine city and on account of staying in the CBD, we opted not to hire a car. The complicating factor here is that my wife currently uses a wheelchair. On a trip out to meet friends, we received quite possibly the greatest customer service I have experienced anywhere around the globe…There is no doubt we will make the same decision to go car-less on our next trip and this is all down to the service we received from your team.”

“Auckland One Rail Train Manager was very friendly to us on Saturday onboard the train when we caught the train from Manukau. We really enjoyed our train ride to and from the city as we travelled on AM945 electric train to and from Britomart (Waitematā Station) all the way to Manukau and we had a great experience as we love traveling on AT electric trains.”

“Thank you for the excellent service on Friday with the trains to and from Eden Park for Coldplay.  We really appreciated the ease of getting to Kingsland Station and after the concert we thought the staff organising and assisting everyone were excellent – not an easy job with such big crowds. It didn’t take long to get on a train back to Britomart (Waitematā Station). Cheers from a couple from Dunedin.”

“I just wanted to share with you that I was on the Western Line train service from Avondale to Newmarket and your member of staff who controls the doors made a lovely announcement letting us know about changes to the services over the next two days and then just wished everyone a good day but made a good story out of it!  He really lifted everyone’s spirits in the carriage I was in and most people (who hadn’t earphones in) got off the train laughing and smiling following his announcement!  This is my second time on a train service with this staff member and each time, he has made my day!”