HEATHROW EXPRESS CHAMPION

RMT helpline 0800 376 3706 :: october 2016 :: RMTnews 14 Heathrow Express Service manager Kirsty Sando has won the Business Impact Award at the Association of Women Travel Executives’ annual awards last month. The award is presented to a woman who has shown great innovation within her role which has had a positive impact within the business. Ms Sando, (below centre) won the award for integrating drivers into the customer service side of the business and introducing a mentor mapping scheme for the driving team. Heathrow Express director Fraser Brown described how Kirsty voluntarily devised a programme, which includes training modules to put drivers at the heart of the business and not just in a compartment at the front of a train. “She also introduced a mentor mapping scheme for drivers, which has helped new trainee drivers become integrated into the team faster as well as helping them improve skills and career prospects. “As a young woman in a team of mostly older male managers, Kirsty has changed the dynamic and brings a new outlook and fresh energy that has allowed her and her bosses to make changes to the way the driver team interact with the rest of the business and with customers,” he said. Ms Sando has progressed through the ranks within Heathrow Express, becoming a fully qualified driver at the age of 24 and progressed to being one of the youngest driver managers in the industry by 27. Her achievements can be seen in the significant increase in drivers’ ‘engagement.’ In the recently published employee satisfaction survey, driver ‘engagement’ has increased 22 per cent year-on-year. “I’m delighted to have received this award as it highlights that train drivers - women, as well as men – can be recognised for the important work that they do within the travel and rail industry,” she said. Heathrow Express provides a non-stop 15-minute train service between Paddington station and more than 40 per cent of drivers are women - a higher proportion than any other rail operator. From left to right Sponsor of the AWTE Awards Lorraine Barnes Burton from the British Travel Awards, Kirsty Sando Heathrow Express and Debbee Dale Chair of the AWTE. HEATHROW EXPRESS CHAMPION RMT member Kirsty Sando wins award for helping trainees improve skills and their career development