Arriva Rail London (ARL) employees have been recognised for their outstanding achievements with two highly commended awards at the 2024 National Rail Awards.

The company received a highly commended for Passenger Operator of the Year, reflecting ARL’s commitment to providing outstanding service for London Overground passengers.

Steve Best, managing director, said: “This accolade reflects the hard work and dedication of every member of the ARL team, who consistently strive to enhance the passenger experience, whilst ensuring seamless journeys around our capital. I am thrilled that our employees have been recognised and couldn’t be prouder of their achievements.”

In addition to this significant accolade, a highly commended award for Outstanding Personal Contribution was presented to Grace-Anne Stephenson, a dispatcher at Norwood Junction. Grace-Anne, affectionately known as ‘Aunty Grace’ by colleagues, has been a key part of the Norwood Junction team for eight years.

In 2023, Grace-Anne demonstrated exceptional empathy and quick thinking during a critical incident in which she comforted a distressed pregnant woman experiencing suicidal thoughts. Grace-Anne comforted her, ensured she had food, and safely accompanied her to safety. She also provided her contact details for ongoing support. Two months later, the woman gave birth to a healthy baby, and Grace-Anne and the Norwood Junction team offered gifts to support the new family.

Charlotte Whitfield, customer experience director, said: “Grace-Anne’s actions not only had a profound impact on the woman’s life but also inspired her colleagues. Her empathy and selflessness are a powerful reminder that our services go way beyond just operating trains – our colleagues make positive change for the communities and people we move around London.”