Hazel Curtis

Said the following about Bournemouth Cross Country Team:

““I would like to take this opportunity to nominate Bournemouth Train Managers Mark Cadell & Dyanne McDonald alongside Bournemouth Driver, Jason Rumens for their excellent Teamwork, Customer Service and Actions during an Emergency incident on-board one of our Cross Country Train services.

A nasty incident involving a large group of individuals, was bought to Mark’s attention as he was about to dispatch. A customer had rushed towards him, screaming & shouting for Mark to help defuse a fight that had broken out on the train and a customer was being seriously injured. Mark immediately aborted the dispatch, notified Jason the Driver and on reaching the next coach a man came towards him who was bloodied and had swelling to his face. The Train crew, Mark, Dyanne & Jason supported each other in helping the injured customer, coming together as a Team with clear communication, getting the signal put back to Danger, making an Emergency call, requesting the immediate assistance of Police and the ambulance service. Unfortunately, due to a number of other incidents the police were attending at this time, the delay in getting to the incident took much longer than would normally be expected. During this period of extended wait the injured customer went into shock and once again the train crew went above and beyond in dealing with the needs of the injured customer until the medics finally managed to get to the incident and administer further medical treatment.

The Train crew still at this point, didn’t step back, but continued to help the now stranded and many delayed customers with information to get them onto other services, in order to try and help them reach their destinations. They assisted the medics by carrying equipment from the ambulance to the train. Took witnesses details and supported the Police where they could with relevant information at the time and following the incident for investigation purposes.

In all the on-board crew Mark, Dyanne & Jason worked tirelessly together as a Team, in what could’ve have resulted in possibly a much more serious outcome, had the violent situation on-board this day escalated further.”“