Lisa Brown

Said the following about South Wales Pullman Team:

“Great Western Railway (GWR) is one of the biggest rail franchises in the UK, part of the First Group of companies, operating the Western network since 1996, rebranding ourselves as GWR in 2015. We employ over 6000 people across our network and we carry more than one and a half million customers over two million single journeys on 10,000 services every week. People are at the heart of our business and our ethos is that we are 'greater together'.

The South Wales Pullman is very much part of many of our customers life. They are a team of five crew members, three service leaders and two chefs. Between them they have over 118 years’ service on the railway - and it shows each and every time they are on board. It was Impossible to choose one of this team as they all have individual contributing factors.

But one thing that they all share is their commitment to customers.. especially one. Whilst working on board I got to know a regular customer, he regularly travelled between Bridgend and Paddington in first class for both work and leisure purposes. This person (who we shall call Mr N) was unfortunately diagnosed with a serious illness, the crew obviously noticed how ill Mr N was and would keep me updated regularly. I arranged to meet Mr N for a complimentary breakfast with myself and Regional Manager, and we were both so glad we did, not only did we get to see the excellent customer service and food first hand from a customer’s point of view but we also got to hear from Mr N how truly wonderful the Pullman team have treated him throughout the years he has been a regular customer. Mr N explained to me how kind all of the crew had been to him over the years but particularly since being diagnosed. The Pullman crew have exceed their duties every time he travels with them. Mr N tells of how when they arrive at Paddington during their break the crew will walk him to the Great Western Hotel, carrying his bag and ensuring he is comfortable whilst he waits for his car.

They know Mr N would not ask for assistance so they make it look as if they would be going that way anyway. Over time the service leaders have noticed when he needs to take his medication, as Mr N health has deteriorated the service leaders will often unobtrusively check with Mr N that he has taken his medication.

Mr N quotes "they are as caring as my own family". Another story Mr N was keen to tell us about was…

"Not long ago I was to Chair a conference in Leeds and had decide to travel via London as it would be a more comfortable journey. I had taken with me only one days supply of medication as I forgotten that as I was staying overnight I would need some the following day. I rang from the train to see if I could miss a dose to be told no. I enquired if I could get any medication from St Mary's Paddington but was told that it is only available from a specialist Hospital. Diane Jones (service leader) noted my anxiety and asked what was wrong, she simply said" don't worry I'll sort it" Ten minutes later she came back and told me if my wife got the medication to Bridgend Railway Station by 10-30 the Train Manager Wayne Millar would bring it to London. I have no words to adequately express my thanks to all the Pullman Crew for what they do for me and indeed for all their passengers."

Mr N also emailed about another occasion to write a citation for the team…

“I have travelled to London for many years and count eating a meal on a train as a great treat… I recall the journeys with you and Chefs Karen Roberts Julie and Mathew when I would walk down the platform and there would be a half bottle of red wine on the table before I got on the train. That is a mark of how special you made your passenger feel. In recent years I have travelled to London on a regular basis and chose to do so on the 6-31am from Bridgend to Paddington train so I can enjoy breakfast on the journey. Over those years I have like many regular travellers got to know the staff, Eddie, Diane, Mark and Julie and Sally before they were transferred to different duties and of course the Chefs Vicci and Neil. The standard of service has been second to none.

There was one occasion when a couple were travelling to London for an award when the wife left an item on the train at Paddington, Mrs Jones when chasing after them to the taxi rank which was then much further away than it is now to return the item so it would not spoil their day.

On another occasion after I had cut myself shaving and got blood on a white shirt, Eddie took the shirt required me to sit in the crew room and removed the stain before returning it.

As you are aware in recent times I have been diagnosed (with a serious illness) and The Pullman Crew have since that time have more than exceeded their duties: Eddie and Diane will not let me walk off the train on my own and insist (to my embarrassment) that they carry my brief case to the lounge of the Great Western Hotel where I have a rest before going on to my duties in London. Mark Peters, Eddie and Diane never forget to remind me to take my medication which the ‘Centre’ requires me to take at set times and are as caring as members of my own family.

Chefs Vicci and Neil never fail to greet me and enquire of my health and even Julie and Sally although not now members of the regular crew still take the trouble to ask of me, you have no idea how important this is to me at the present time.”

The Pullman Team are something very special and deserve special recognition!“