Simon Cassidy

Said the following about Liz Townshend:

“Liz Townshend is a Customer Ambassador based at Bath Spa Station. On 27th July 2016 there was a person hit by a train on the down platform. On my arrival at Bath as a responding manager I saw Liz comforting people who had witnessed this incident. She was most professional and many customers commented on her professionalism and compassion. Shortly after this incident Liz came across a young female who was suffering a breakdown and was suicidal. She prevented the woman from entering the platform area by calmly talking to her and guiding her to a place of safety. She then sat with the woman for over an hour reassuring her and providing comfort. Throughout this time the woman was crying, screaming and lashing out in a bid to reach the platform. At one point the woman attempted to take an overdose of tablets she had in her bag which Liz prevented her from doing so. Liz on calming the woman down further allowed her to contact her parents on her mobile and this had a calming influence. On arrival of the Emergency Services Liz remained with the woman and gently introduced the paramedic to the woman allowing a smooth and stress-free handover. I have no doubt in my mind that had Liz not been there that day, this young lady would not be here today. Liz is a true hero to me and a credit to the team at Great Western Railway“