Transport for London

Quick thinking and teamwork help a passenger in need at King’s Cross ❤️‍🩹

Operations Officers Chris and Pierre demonstrated excellent teamwork when helping a passenger experiencing symptoms of a potential heart attack at King’s Cross station.

When the passenger approached Pierre with chest pain and pain down their arm, Pierre immediately provided support and was joined by Chris. Recognising the seriousness of the symptoms, Chris quickly contacted the control room to request emergency assistance. The passenger was reassured and helped to a seat before first aid-trained Customer Service Adviser, Susana, arrived.

Working together, the team escorted the passenger to the station’s first aid room, where station staff coordinated updates with the London Ambulance Service NHS Trust, while Chris kept the customer calm and engaged. Pierre also contacted the passenger’s spouse to keep them informed.

Paramedics later took the customer to hospital with signs of a heart attack.

Interestingly, both Pierre and Susana have backgrounds in the airline industry, bringing experience of working in a fast-paced travel environment where keeping people safe and responding calmly in unexpected situations is part of the job. Pierre spent 35 years with British Airways, while Susana worked as airline crew.

This incident is a great example of how that experience, alongside their TfL training and the support of station colleagues, helped the team respond with professionalism, communication and compassion when a passenger needed them most.

#TfLCares #CustomerService #LondonTransport

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Going above and beyond for a vulnerable customer 💙

Recently, Bus Station Controller Winsome was working at Harrow Bus Station when an elderly customer approached her window and asked to buy a ticket to Athens, Greece.

Winsome quickly realised that the customer was upset and confused. After taking the time to sit and talk with her, she discovered that she couldn’t remember her postcode.

Rather than simply directing her elsewhere, Winsome went the extra mile. She accompanied the customer on a 30-minute walk home, supported her when she nearly fell, and stayed with her until she knew she was safely home.

When they arrived, the customer’s daughter spoke through the doorbell camera to thank Winsome for bringing her home safely.

The following day, Winsome arrived at work to find a handwritten card and flowers from the customer’s family. She learned that the lady had dementia, and her daughter was incredibly grateful for the kindness and care Winsome had shown.

Thank you, Winsome, for going above and beyond to support a vulnerable customer and for showing such compassion and kindness.

#TfLCares #CustomerService #LondonTransport

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Transport for London

A flower grown with love became a reminder of how much South Tottenham station means to its community 🌸

During a visit from a school for children with additional needs, a pupil asked station assistants, Ray and Azaz, if they could grow a flower for his mum.

A few weeks later, Azaz had grown one especially for him. The boy was delighted, running around the garden with the biggest smile on his face.

His teacher later explained that his mum had sadly passed away a few months earlier, and he wanted the flower for her grave but couldn’t afford one himself.

For Ray and Azaz, moments like this show that the garden is about much more than gardening. It’s about bringing people together and making a difference in the community.

Their work has helped South Tottenham be shortlisted in the World Cup of Stations! 🏆

Thank you to Ray and Azaz for creating a space that means so much to the local community! 🧡

You can vote for South Tottenham and show your support here: [link to vote]

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