Victoria Borwick

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