David Bailey

Said the following about Andrew Webb:

“Andrew has been a Customer Ambassador for the last four years in Cardiff. His commitment to amazing customer service is outstanding. Andrew has dealt with major disruptions, fatalities, serious customer accidents and taken them all in his stride.

He works as part of team and works in conjunction with ATW as it’s their station.

Over the years ATW staff look to Andrew for advice and support and he is clearly an asset to the rail industry.

In September there had been major disruption in the South Wales area. Andrew was middle shift when there was a complete stop of all trains into and out of South Wales. Andrew was finishing work at 20:00 but realised that there would be no GWR presence in Cardiff station. Andrew started dealing with passengers, waiting for delayed services and started providing taxis and looking to arrange buses (none available) ATW were also unable to provide additional road transport so it was down to Andrew to organise passengers for travel to airports, hospitals and other medical issues.

Andrew prioritised the vulnerable passengers to ensure they were looked after, he finally had one bus so he had to ensure with over 500 passengers at this late hour waiting to get home or onward journeys who to prioritise.

When the services slowly came back passengers had missed their connections so Andrew continued to try look after all our customers and also ATW passengers. Andrew finally finished after 02:00 after a 15 hour shift, he was totally committed to all our railway passengers ensuring they had onward travel or given hotel rooms and for those who could not travel that night he organised new tickets for the following morning if needed.

Andrew is a totally committed member of the Cardiff team and in the four years I have known him I have never heard a negative work regarding the railway from him.

He is a true railway man“