Iluska Sandor

Said the following about Audrey Lowrie:

“Audrey Lowrie is a very caring, engaging & empathetic member of staff who has been with ScotRail for 13 years, and in the current position of Customer Services Assistant, for the past 18 months. Audrey was working at platforms 3-6, Glasgow Central when she was asked to join her manager regarding a girl's behaviour on the platform, as reported by the train dispatcher. A girl had gone through the ticket barrier to catch a train, which she boarded and then alighted, and remained standing alone on the empty platform. Audrey and her manager walked up to the young girl, one each at her side. They quickly learned that the girl was afraid of the male (manager). The BTP approached. The girl refused to leave with any of them, except Audrey, saying, "Back off. Not going with them (BTP), but I will go with her". Audrey took her to seats on the platform. Audrey tried to engage, but to no avail. After a while, Audrey suggested they be more comfortable in the First Class Lounge, on the concourse, to which the girl agreed. It was in the lounge that the girl opened-up & was sharing information - sad, family information. The girl was carrying a polythene bag with a bottle of cider. Audrey suggested that in the long term, the cider wasn't really going to help. A policewoman arrived. A strong connection had developed between the girl & Audrey, with the girl looking to Audrey for advice regarding speaking and going with the policewoman. An ambulance had arrived and the girl didn't want to go in without Audrey. As a result of the event, Audrey stated, "it's sometimes frightening to get involved. But, it was the natural & right thing to do! I was very happy to have been able to help the girl". Audrey was nominated & successfully achieved Employee of The Month.“