The RailStaff Awards 2024

Nominations for Customer Service Award

Margaret Gilmore

Said the following about Angela Milton:

“Angela Milton of Shelford Rail Station Cambridge is always helpful ,cheerful and happy to sort out ones travelling problems.

I rue the day when she won’t man the station.

M.F.G“

Sara Fraser

Said the following about Angela Milton:

“Angela is a welcoming presence in this small, frequently used station which serves Cambridge & beyond and stations to London.

She is knowledgeable and takes endless trouble to help customers.

I watched her sort out the complicated travel plans of an elderly American tourist who could not have managed without her patient assistance.

She is more than deserving of the recognition this award would confer.“

Ashley Reynolds

Said the following about Angela Milton:

“I want to nominate Angela as she has prevented four suicides happening within a seven day period from three different individuals at a station. The station only manned from 0600 until 1030 Monday to Friday and Angela has only just returned to work after a major knee operation.

A well-known vulnerable person was sitting in the road on the crossing where Angela coached her away, called the emergency services and prevented anything further happening. The second time the person lay down across the crossing and the trains were cautioned. This was the same individual. Wednesday the individual was using the help point saying she was going to jump. On Thursday Angela had to persuade the same person to come off the platform. One of the good things Angela did was to alert the team of this individual's repeat actions to prepare them for any potential events of a similar nature.

Another occasion was a young man who was very drunk and crying. He had cut both arms with a razor; he had no idea how he had gotten there and was threatening to jump saying his best mate had done it. He wanted to go to London, Control was alerted, and the driver of the train was notified. Angela got him on the train where he promised her, he would sleep. She had to return to the office to deal with customers despite this affecting her mentally. Angela is a very popular member of staff with her customers having known many of them for a number of years. She is highly commended within the community. Angela demonstrates the Abellio values, she is very supportive and caring and it is these personal traits which went a long way to preventing multiple fatalities within a short period of time.“