This category is presented every year to one or more individuals known for their hard-work, loyalty and devotion to duty.

In many cases, the ‘unsung heroes’ are the ones who keep the wheels turning against all the odds; no transport operator can do without such people – even though they often slave away for years with no recognition save their own satisfaction in a service delivered and a job well done. In other cases, the heroes are people who help the wider industry through their work for supporting companies and organisations.

In 2013, we presented one trophy and certificate, and one commendation for outstanding customer service.

Winner: Melanie Cox – Epsom Coaches

Melanie is the Sales Manager for Epsom Coaches and has a long track record in the travel industry. Her employers said; “Melanie’s present role requires patience, diplomacy and skill in sorting out problems. She ensures that our product is rated very highly by those who use the service and she has many admirers among our clients.”

In addition to her day job, Melanie is also a Director of the Coach Tourism Council and is one of the few female marshals supporting the UK Coach Rally. Those outside the company who deal with Melanie describe her as helpful, courteous, cheery, meticulous, professional and an asset to Epsom Coaches.

The judges agreed and were unanimous in making Melanie Cox the Unsung Hero for 2013.

Commendation for Outstanding Customer Service

National Express London Stratford Team

Jo Mcgregor, Reece Kotrofis, Chris South, Shandice Gardiner, Rejwanul Hoque, Monika Kucharska and Anthony Freeman are the National Express Customer Experience Team representatives based at Stratford City. Without a lot of fuss or publicity they are responsible to meet and greet customers, ensuring they have a valid ticket to travel, with either prepaid sales or by selling tickets at the stop. They work alongside the operations team and assist the drivers in organising the luggage and entry to the coach, ensuring a safe and professional  service to all customers and drivers.

The team are also a pivotal source of information to the general public and passengers alike and generally go beyond the call of duty to make sure the kudos of the National Express brand is safeguarded.

During the 2012 Games, the team was in the thick of it, helping thousands of visitors to find their way around. As a result, the judges felt the team deserved a Special Commendation for Outstanding Customer Service.

Who could be nominated?

Any person working for a coach operator continuously for the last 12 months, who can show service in a management and/or supervisory role of more than five years.

… and by whom?

Employers and other people active in the coaching and coach tourism industry were asked to nominate people within their own organisation or with another operator who, in their view, qualified for this recognition.