“My wallet fell out of my pocket when I checked my phone. I panicked. I went back, expecting it to be gone. I saw a security guard and asked if he found a wallet. He held up mine! I have never been so happy! I expected the worst. My faith in humanity is restored.”

“I would like to commend your train manager Tracey – she greets passengers at the platform and in the carriage with a friendly smile and a “Good Morning”. She uses the PA properly so announcements are clear and easily heard, and she really does walk through the train over the course of the trip, it’s not just a script. It has been a very pleasant start to the day.”

“I have spent a week travelling on your trains. My observations are your train guards are so friendly, caring, love their jobs and are so well dressed.”

“Could I please pass on my thanks for the exceptional customer service I received from AOR staff when I dropped my phone on the train yesterday. I had already got off the train when I realised. I called my phone and the train manager answered. He offered to pass my phone on to another train manager once he arrived at Pukekohe so that they could bring it back to Britomart for me. When I got to Britomart later that day the customer service staff in the pink high vis at the Britomart platforms helped me find my phone which was waiting for me in their office. Excellent service from everyone involved, particularly the train manager.”

“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.”

“I am writing to extend my heartfelt appreciation to the staff member who greeted passengers with a beautiful song. His sincerity and musical welcome stood out – it was clear he genuinely wanted to brighten our morning, and he certainly succeeded.”

“Congratulations on finding an amazing and very cheerful person doing the audible calls across the platforms. She is incredible and very articulate in at least two languages. Well done, and do not take her away, she is the best there has ever been.”

“I am writing to praise the outstanding service provided by the train manager on a Western line service. She was warm and engaging and made us feel very welcome on the train. I have just this week decided to cancel my parking subscription in favour of commuting on the train and this excellent experience has reaffirmed this decision.”

“There was an incident on the train network, and [the train manager] was fantastic with communication to passengers. He gave advice on bus options and the problem got resolved so passengers could continue the ride. He apologised on behalf of AT and thanked everyone for their patience. The human reassurance made me feel great.”

“We visited the Newmarket Train Station today as my two-year-old boy is train mad. The train driver that spoke with us – as he switched to drive the train ‘backwards’ – made my son’s day. He was telling his grandparents later that he saw a train driver. The staff were very friendly and helpful and were doing a great job.”

“I would like to pass on my compliments on the newly reopened Pukekohe service. The train from Ellerslie was on time and quick. Congratulations! All the hard mahi has paid off.”