Edinburgh Trams’ employee Anna has been recognised by company’s ‘You Are Tramtastic’ award scheme for her ability to handle difficult situations.  

The Customer & Ticketing Service Assistant was praised for dealing with a drunk man who had sat down on the tram track at Edinburgh Park Station stop.

After persuading him to step aside, Anna travelled with the passenger on the tram to Haymarket Station and stayed there until police officers arrived.

Anna said:

The man had come from Glasgow for a day out in Edinburgh and did not have any money to go home. However, after I managed to take him to Haymarket, I noticed there was little support available for him at the station at that time. I am pleased the police were just round the corner!

It was also good teamwork. The fact that my tram driver was there to make sure I was safe helped me stay in my element the whole time.

On Anna's nomination, Edinburgh Trams’ HR Assistant Manager Fiona Robertson, commented:

We believe this is a perfect example of ‘excellence for Edinburgh’ because Anna went that extra mile by getting off the tram and seeking help for a person who was in a state of vulnerability.

Anna certainly deployed a good range of customer service skills while keeping both herself and the passenger safe.

Edinburgh Trams’ employee recognition scheme “You Are Tramtastic” awards colleagues with a monthly prize, with the annual winner being decided each year by the Edinburgh Trams Board of Directors.