Recruitment
“On Friday 22.06.2018 Harry was the OBS on board the Gatwick Express (lM15) that was unfortunately involved in a fatality at Purley Oaks.
One of our Managers was the On Board On -call and called Harry as soon as Control called to say we had a fatality. On calling Harry who said he was fine but could not talk for long as he was helping passengers.
The on call manager told Harry that they would come to meet him for chain of care chat.
When they arrived at East Croydon, platform 1 the manager witnessed passenger after passenger shaking Harry's hand and saying thank you. This immediately gave the impression that this OBS had performed an incredible feet in customer service if he has managed to gain so much praise from them after being sat on the train for so long.
One of our Driver Manager explained that she had gained access to the stranded train at Purley Oaks and had found Harry to be composed, providing customers with information and assisting a passenger who had collapsed. He had already check on our driver’s welfare.
Immediately after he had been advised of what had happened, he had walked through the train helping passengers and finding responsible persons who could help if needed. When the passenger collapsed he was able to locate a doctor straight away.
Harry was so composed and very modest about his actions. Given that Harry had only passed out from training 4 weeks prior to this incident, this is remarkable.
Harry clearly demonstrated that he had taken all aspects of his training, that he is more than capable of dealing with very difficult situations in a composed manner, that he puts the welfare of his colleagues and passengers first and that he is able to make correct and decisive decisions on his feet.
Not only did this young man deal with the fatality at Purley Oaks, but he had a sick passenger on the train and while all this was going on happen to comfort the driver and passengers and offer great service.
He is an absolute credit to the values of Gatwick Express and GTR“
“I would like to compliment you on the very successful Awards night, very well organised, super food and I admire the amount of detail you have gone into with the little booklet and everything. The hall was very well suited for so many people.”
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