David Murdoch - **HAS LEFT**

Said the following about Andrew Fairbank:

“Andrew Fairbank, Head of On Train Services for South Western Railway

Outstanding Lifetime Achievement, Rail Staff Awards

• Andrew Fairbank has worked in the rail industry for over 40 years in various roles both in Customer Service and Experience & Operations

• He lives and breathes the railway, starting as a Clerical Officer in Bristol in July 1978 before enrolling onto the Management Training Scheme in Swansea

• Andrew progressed to become Head of On Train Services at South West Trains and then South Western Railway

• He will be retiring at the end of the year and his colleagues will be very sad to see him go

Andrew Haines, Chief Executive Network Rail

Andrew Fairbank is undoubtedly one of the good guys. In all the time we worked together at South West Trains I don’t think I ever knew him do or say a thing that wasn’t in the best interest of passengers and his colleagues. No job was too small; no challenge too big to faze Andrew. He is a fantastic role model, a brilliant customer service agent, a supportive colleague and in a world where values were what mattered most Andrew would be a superstar rather than an unsung hero.

Christian Neil, Head of Customer Experience for SWR

Andrew has been a close colleague of mine for the entire period of time I have worked in the rail industry. But Andrew’s time within rail has extended far beyond my own – in excess of 40 years. Andrew recruited me back in 2002, and since then, following a period of time being the senior manager responsible for the function I began my career in, has been my line manager, and for the past 10 years, my peer.

Describing Andrew is relatively simple. No matter what challenges are presented, or the adversity faced, he remains consistently upbeat and unwavering in his focus to ensure we do the ‘right thing’ by our customers. His is not a passive voice, he will respectively and constructively challenge anyone within the organisation or industry if he feels that the customer is not being adequately considered.

Andrew will happily take on the role of entertainer, should the need arise. Not because this is necessarily his preferred position, but if he feels that by doing so this will create a more positive atmosphere amongst the audience he faces. This was most notable and remembered from his time stood on a stage in Canary Wharf, facing the entire South West Trains management population. Recognising the presenting challenge of the period after lunch, he began by requesting everyone was on their feet, clapping along to a song, and for his part on the stage, he added dance (loosely described), which had the intended output of creating a more enthused and engaged atmosphere. To this day, some 15 years later, this is recalled by many.

There is many a story that could be shared similar to that above, but it is important to note that this is not for personal gratification, it is always for others, recognising that the team ethos is above all and critical to ensure we deliver for our customers.

Jane Lee, Head of Communications for SWR

I have known Andrew for more than 25 years, throughout all that time I have never known anyone have a bad word to say about him. He is a man who has happily taken on and delivered everything that has been asked of him.

Whatever role he has had, he has remained a people person, maintaining an affable outlook even in the most difficult of circumstances and with the most challenging of people. He treats everyone with the same respect and courtesy whether with his peers, carrying out disciplinaries or in union negotiations.

Andrew is not only the consummate railway professional, but a thoroughly nice guy who always seems to have a smile on his face and whose priority has always been his passengers rather than self-promotion. Today’s railway needs more Andrews.

Phil Dominey, Senior Regional Development Manager for SWR

I have known young Mr Fairbank for nearly 30 years and in this time Andrew has not changed a bit including the meticulous obsession to detail.

Andrew has been my boss on various occasions during my career including when I was a young station manager and Andrew marked me down in a station safety audit because I only had 8 safety plasters in the First Aid instead of 10. Do not start me on when Andrew started to count the number of safety pins!

One of Andrew’s main strengths is the near complete railway experience across the various functions and businesses. Whether it is British Rail, NSE, South West Trains or South Western Railway, Andrew has seen them all and has such knowledge in all areas of the railway industry. There have been occasions that I have been preparing for a big audit, presentation or a practical assessment and Andrew has always been available to give advice, comments and support.

Although not often seen in a railway environment, Andrew does like to showcase his dancing talents whether it be an impromptu ballet dance impression in St Petersburg, leading teams in what can only be described as dad dancing to chief orchestrator in mass swaying of arms of management events.

Andrew may be approaching the twilight of his railway career, but his passion for the railway and looking after the customer, is as strong as ever and that he will not shy away from assisting if any issues arise. It is this strength of character, personality and the calmness in dealing with any issue that is still an example that many of us can learn from.

Andy Mellors, Managing Director, SWR

Andrew is a hugely-respected colleague with a wealth of experience and we are sad to be losing him.

We are fortunate that he will be imparting his knowledge before he departs and we will ensure we make the most of his remaining time with us.

In the just over two years that I’ve known him, he has been a consummate professional. He is diligent, caring and committed and I know he will be sorely missed by everyone at SWR.

We wish Andrew all the very best with his well-earned retirement.

Jenny Saunders, Head of Stations and Revenue Protection, SWR

Having worked for or with Andrew for over 11 years I cannot tell you how much so many of us owe him in terms of the knowledge he has shared and the support he has given us. On a personal note, I will never forget that it was Andrew that took a chance on me all those years ago, bringing me into a new industry at a new level with a view to trying to introduce something a little bit different. He taught me so much, never failed to support me and has been a big part in helping me to get to where I am today. But more than any of that Andrew brings a sense of humanity and fun to our ever increasingly busy railway lives. He is one of the most authentic men you will ever meet and his legacy will be countless talented leaders in this industry delivering because of the skills and passion he instilled in them.“