Press releases

An 'exceptional' train conductor has taken top honours at the Arriva Trains Wales (ATW) Exceptional Contribution Awards for remaining 'cool, calm and collected' in the face of extreme adversity.

Cynthia Evans, who works out of Carmarthen Traincrew Depot, has received a Gold Standard Exceptional Contribution Award – the company's highest accolade.

Cynthia received the award for taking care of passengers after the 22.05 Swansea to Milford Haven service (Unit 158835) collided with 21 cows on the outskirts of Carmarthen. The incident, in October last year, happened after the gate to a level crossing was left open and the cows wandered on to the line.

Fortunately the train was not derailed but eight passengers remained on board for two and a half hours while emergency services secured the scene and cleared the line. In that time Cynthia kept passengers informed about what was happening, kept spirits high despite it being late into the night and even shared her own sandwiches and flask with those on board!

The driver of the train 'Taff' Roberts, who nominated Cynthia for her award, also received an Exceptional Contribution Award for his role in the incident.

A new 'Working Together' Award was also presented to an Arriva Trains Wales employee who demonstrates excellence in working with Network Rail. Viv Herbert, a Customer Service Supervisor, from Machynlleth was nominated for this award by Network Rail for working tirelessly to limit disruptions, often having thought of a plan before even contacting ATW Control. He also works with signallers at Machynlleth to prepare the operating documents needed locally for each timetable change, including all the arrangements for the local maintenance depot.

Commenting on the awards, Graeme Bunker, Managing Director of Arriva Trains Wales, said:

I am always incredibly proud to present awards for exceptional service and Cynthia's and Viv's actions demonstrate how our employees are willing to go that extra mile for our customers.

After receiving the Gold Standard Award, Cynthia Evans said:

I was shocked to be nominated for an employee award and am even more so to walk off as overall winner. It's always a team effort to get services back on track when things don't go as planned and I'm sure that any one of my colleagues would have done the same to make sure the customers on board were well looked after.

Viv Herbert, winner of the Network Rail 'Working Together' Award, said:

It's a real honour to be recognised by Arriva and Network Rail like this. By working on a plan together when things don't run as scheduled, it makes a huge difference to getting services back on track.

Wendy Conant a previous winner of the ATW Gold Standard Award was commended at last year's National Rail Awards. Wendy, a conductor from Cardiff, received the commendation for 'Outstanding Personal Contribution' after she escorted a 91 year old passenger from Cardiff to Bristol in her own free time to ensure that he returned home safely.

Twenty five ATW employees received Exceptional Contribution Awards at a ceremony held on Thursday 6 April 2006. The Awards, held twice a year, are based on nominations received from Arriva Trains Wales employees and include categories such as 'commitment to delivering a better service' and 'exceptional customer care'.

Ends

Notes to editors

• Arriva Trains Wales employs 2,029 people, over 1,000 of which work as drivers or conductors. The company operates 910 services a day (Monday to Friday) and on average conveys 55,000 customers a day.