Maggie Treloar

Said the following about Gail Larsen:

“Shortly after going through a station, the team saw a vulnerable woman with an empty pram who was drinking. It became clear that she was very distressed and inebriated, and at first wasn't sure where she was trying to go, or where she had come from. The team decided to keep her on the train. Gail became aware of the situation before the next stop and was unbelievably kind and empathetic. She helped the vulnerable woman by doing breathing exercises and reminding her that we were here, and we were going to take care of her. At one point the person was sick over themselves due to too much alcohol, and Gail didn't blink an eye and helped her to the loo to clean up. Gail also used her prior A&E knowledge and experience to take the initiative to call an out of hours mental health line for advice, who couldn't help us but suggested we contact the police. It became apparent that supporting Kayleigh was beyond the team's ability, and Gail spoke to the Train Manager very kindly about contacting the BTP. Gail knew the TM had reservations about calling them, but helped them and reassured them it was the best call. When the BTP met the train at PAD, the person then became extremely upset and Gail singlehandedly calmed her down, and helped her get off the train while the BTP and colleagues witnessed, and were completely impressed with her actions. Gail then stayed with her all the way down the platform keeping her safe and reassured as they made their way to the BTP offices. Gail was committed to staying until she was sure the person would be okay. This is particularly inspiring with Gail covering every detail to take ownership of the situation using all of her experience and training to help alleviate the situation. Gail then continued to be supportive of her team to help with the breakfast situation as there was no power to the on board kitchen and helping passengers with alighting and luggage. This also inspired the new TW working the sleeper knowing they will be safe and supported by the team in the future.

Gail's efforts both on her own and as part of the Sleeper team have had a positive impact both on the Train Manager grade and their managers, knowing that all crews are working safely and interacting with each other ensures the service running safely and smoothly. This also instils belief in our customers who would have witnessed this event that they are being kept safe and looked after when travelling on our network. This also reinforces that we are revaluing rail travel in the hearts and minds of the travelling public.“