A train driver and conductor, who helped rail passengers stranded by heavy rain even though their own homes were under water, have received a special commendation for customer service.

Paul Clarkson and Alan Humphreys from train operating company First TransPennine Express (FTPE) were recognised for their outstanding work at the FTPE Customer Excellence Awards 2007.

Paul, who is a driver, and Alan, a conductor, are both based in Hull and received the commendation following a journey in intense rain last month. The pair were working on a train from Hull to Manchester Piccadilly when they noticed the rain was getting heavier and less trains were passing them. As they approached Huddersfield Station, the conditions deteriorated and the track became totally covered in water.  The train was forced to stop at Huddersfield and passengers asked to disembark.  In the meantime, both Paul and Alan had received photos on their mobile phones showing them the severe flooding in their homes in Hull.

Even though Paul and Alan had started work before 7am, they stayed on into the evening helping customers to get home. Paul helped to move trains stood at the station into the sidings so that the line was kept free.  Late in the evening they both volunteered to run a train from Huddersfield to Manchester Piccadilly to take an estimated 100 stranded passengers safely home. After a gruelling 13 hour day helping others, they stayed in a hotel in Manchester, only able to phone home to ensure their families and friends were alright.

Paul, of Kingswood, Hull, said: “When my family phoned to say that our home had been flooded I didn’t think much of it at first. But then I got the photo through and I was worried how they would be coping.  There were lots of passengers on the platform though and I thought I would be more use to them as our house was already damaged and my family said they were OK’.

Alan, who lives in Hessle, Hull, with his girlfriend, was shocked when he saw pictures of his home. He said: “I was worried about my girlfriend and wanted to know that she was alright. I just saw the passengers waiting and wanted to know what I could to do help. It is great that we have both received this award, although I know that many staff worked really hard through the severe weather and all deserve recognition.”

Both employees received a limited edition silver pen, certificate and lapel pin to mark their achievement at a special event to reward employees who have gone ‘that extra step’.

Vernon Barker, managing director of First TransPennine Express, said: “It is fantastic to be able to reward our staff who go above and beyond the call of duty. This is especially the case with Alan and Paul who put others before themselves, even though they had both received dreadful news. They, and all the other employees at the award ceremony, deserve to be recognised for their achievements.”