A passenger is distressed and asking for help, but your train is due to depart. What do you do?

Imagine I am at a station and a visibly distressed passenger approaches me just as my service is about to depart. They are crying and asking for help, but I have a timetable to keep and passengers already on board.

I needed to quickly assess whether this was an emergency requiring immediate action or a situation that could be handled by station staff, balancing compassion with my operational responsibilities.

I would take a moment to assess the nature of their distress. If it appeared to be a medical emergency or a safety concern, I would contact control immediately to request assistance and, if necessary, a brief delay. If the distress was not an emergency, I would calmly direct them to the station staff or help point, explaining that my colleagues on the platform were better placed to support them. In either case, I would communicate the situation to control.

By making a quick but careful assessment, I would ensure that genuine emergencies receive immediate attention while routine concerns are handled by the appropriate staff. The key is never ignoring a person in distress but ensuring the right help is provided by the right person. Clear communication with control ensures everyone is informed and the operational impact is minimised.