Saad Mulla, Customer Service Assistance, Network Rail

In the run-up to Christmas 2021, London Paddington-based customer service assistant Saad Mulla was on duty at 0200 when he spotted a distressed and unsteady man travelling the wrong way on the escalator on Platform 12.

Clearly intoxicated, the man tried to run up the escalator. Saad switched it off to prevent him from falling and coming to serious harm.

Unfortunately, as Saad led him away to the safety of a nearby bench, the man began using broken glass from a smashed bottle to cut himself.

The man became abusive, but Saad kept talking to him, calmed him down, and called for help.

Network Rail Head of Stations Susan Evans said: “Saad’s shift manager on the night said his response was up there with some of the best things he’s ever seen people do at stations.

“It must have been a shocking incident to deal with and is not what people expect to face when they come into work. But he reassured the customer, kept them safe, and made sure they came to no serious harm.”