Lindsay Marshall

Said the following about Emmanuel ‘Manny’ Wright:

“Manny, Station Supervisor, has been working at Appleby since 2008, where he has built a reputation for excellent customer service.

Appleby station is an important stopping point for visitors on the Settle to Carlisle route. With the Eden Brows landslip this station has been under a lot of pressure as it became the replacement bus interchange for customers traveling to Armathwaite and onto Carlisle.

Manny’s commitment to his customers stepped up another notch during the Settle to Carlisle closure. Manny has ensured customers are well cared for, ensuring they get the right replacement bus option for their onward journey, building a strong relationship with the bus co-ordinators. Arriving at the station for 7.30am, Manny opened the ticket office 90 minutes before he officially went on duty to help customers leaving Appleby on the first rail replacement bus of the day at 7.40am. This gave customers the opportunity to buy tickets in Appleby, rather than having to queue at Carlisle when they got off the bus.

He has received very many positive comments from train crew too. Appleby has been a busy break point over the last 12 months for Skipton, Carlisle and Leeds train crew. He meets and greats all the services arriving at Appleby, offering a first class service.

Manny’s manager added:

“While the Eden Brows work was taking place, Manny would quickly open the office every day and make sure customers had their tickets and information before boarding the replacement bus. This was done in his own time.

“He didn't do this for overtime (he never claimed it), he didn't do it to get recognition or reward, he simply did it to help people. The bus co-ordinator, who has worked all over the UK on disruption projects, expressed his gratitude for Manny’s help and assistance, telling me he had never worked with such a positive and helpful person.

“He meets and greets every service whilst on duty, welcoming customers to Appleby. Manny’s colleagues are all supportive of him and have asked for his work to be recognised.”

Manny is one of the unsung heroes that make a difference, day in, day out, prepared to go beyond his duties because he wants to help his customers, whatever the circumstances.“