David Murdoch - **HAS LEFT**

Said the following about Antonia Ugbaja:

“Antonia Ugbaja, platform assistant, Clapham Junction station.

Andy Harrowell, Community Rail Manager for South Western Railway:

“I have never seen someone so passenger focused. Antonia is truly dedicated to supporting her customers.”

Antonia is described as someone who is calm under pressure but who always rises to the occasion – a perfect fit for someone who works at the busiest station in Europe in terms of the daily through traffic of trains.

For anyone who has visited Clapham Junction during rush-hour, they will know how frantic it can be. Several train operators serve the station, it is managed by Network Rail, there are dozens of retail outlets and people travel in and out of the station to reach central London and other connecting destinations.

Clapham Junction is reported to be the busiest station in the world in terms of traffic as there is a train departing every 30 secs and about 110 trains an hour.

That’s what makes Antonia’s personalised, caring, from the heart customer service so astounding.

She is also known as “the Mum of Clapham Junction” who looks after her passengers like they are her family.

Antonia is said to be extremely eagle-eyed and makes sure she looks out for any vulnerable passengers on her crowded platforms. She is always ready to spring in to action if needed and it is this commitment to her passengers that makes her stand out.

When a documentary team visited to film a pilot episode capturing how busy the network can be, they were blown away by Antonia. She did not play up to the cameras. She went about her normal duties but the pure energy and enthusiasm was noted immediately. ‘Who is that? She will be the star of the show’, the cameraman said, as Antonia dodged between the platform and waiting room to make announcements, speak to her ‘regulars’, and even hug an old lady who had not seen her for a fortnight.

Antonia genuinely cares about each and every passenger and tries to make their day better than it was when they arrived at the station. I saw first-hand irate and depressed passengers waiting on cold platforms. After two minutes with Antonia – ‘come inside the warm waiting room, don’t worry I’ll call you when your train arrives’ their demeanour had been transformed.

According to the Community Rail Manager, Andrew Harrowell, who nominated Antonia for a staff award: “During recent disruption at Clapham Junction, Antonia ensured she repeatedly announced the next services, calling patterns and where best to go for connecting services. She was loud, clear, cutting through the general confusion of the waiting room. Equally she took the time with individual customers to provide reassurance.

“On normal days without disruption Antonia maintains her professionalism. She knows many of her regular customers and takes the time to ask how they are. At a small station this would be impressive, but at a location the size of Clapham Junction, this is amazing.”

Tm Keen, Deputy Head of Station for SWR, said:

“Antonia is a complete STAR is the best way to sum her up. She is always so positive, so happy even when she is dealing with thousands of customers who may have been delayed she deals with the 1000th customer with the same level of courteous, 1-2-1 service she gave the first person asking her the same question.

“I have known her for just over 8 years and she has not changed at all, if anything she has got better and better. I remember asking her if she had any sisters that we half as good as her because I would give them a job, that didn’t work so I also suggested cloning her so each station could have an Antonia!

“She is super positive its infectious, she’s had her trouble inside and outside of work but she’s a trooper, actually she’s a storm trooper because she’s simply brilliant. I believe other colleagues have developed just by watching her in action and they copy how she interacts with customers and do the same themselves.

“She’s also a bit of a SWR model…! She was selected to help in some photo shoots for our new uniform but her picture has been used many times elsewhere in in our HQ and you cannot miss her beaming smile, its infectious in HQ but more importantly its infectious to the colleagues she works with and the customers she meets on a daily basis.

“She is a true superstar and I’m not sure if I have ever known any as good as Antonia!”“

Janet Howell

Said the following about Antonia Ugbaja:

“I have worked with Antonia for most of her working life and she has always maintained her professionalism and always takes new starters under her wing showing them the right way to do things. Customers look forward to seeing her every morning and appreciate her caring and helpful nature.“