James Clouting in Transport for London's Customer Services Department helped two children in wheelchairs attend the British Museum by organizing alternative transportation when the escalators at Tottenham Court Road station were not working. A parent wrote to commend James for his immediate assistance, advice, and follow up to make the outing possible. James also ensured station staff were notified to assist the teachers and students with special needs.

1. Transport for London Customer Commendations
Dear James
I’m sorry it’s taken so long letting you know how Mitchell's day went. Mitchell would have
liked to speak to you in person but as you know he is away all week and home at
weekends. Mitchell's day was fantastic James, Steve Sullivan, Paul the driver even the
staff in the offices were fantastic with him. Mitchell has told everyone about you and your
team about his fantastic day, he went back to hospital (Acorn Lodge) on Wednesday and
has been speaking about you all to his doctors and specialists all week, who were also
very impressed with your service and what impact you have had on Mitchell’s life in
general. I just couldn't thank you enough James on making my son's special day so
perfect for him you all at London Underground are so very special to him .
THANK YOU X
Hi, my name is Anne Groogan - I work at Abbotsbury School. We had booked to travel to
Tottenham Court Road on Wednesday - we discovered the escalators were not working
there prior to travel. As we had 2 children in wheelchairs I rang and spoke to James
Clouting in your Customer Services Department. He immediately offered advice, told
me he would ring me back which he promptly did, organised an alternative station to
travel to and made it possible for 2 children to attend the British Museum. He really is a
credit to TFL. When we travelled on Wednesday he had let the staff know at the stations
where we had to change etc. and there was always someone waiting to assist the
teachers and pupils. Once again, a big thank you for all your help.
Dear James,
I received your letter + £25 refund cheque today. I would like to thank you for your
patience and courtesy in dealing with my query and hope you can forward this email to
your superior who should be made aware of the quality of staff employed to deal with
TFL Customer Queries.
With kind regards
Marlene Corbey
Hello, Thank you for the info. We have returned home from our vacation and really
enjoyed the London visit. We stayed at Canary Wharf and used the Jubilee Line of the
underground to get about. Loved it, very convenient and reliable. On our last day in
London we took the underground to London Bridge and got the Gatwick train from there.
Thanks for your reply and thanks for your time, especially as you prepare for the
onslaught of the Olympic hordes! haha! I know you'll be able to handle them with all the
helpfulness and patience shown to us by all your co-workers we asked directions and
advice from while visiting. Each and every person was kindness personified. Just like
you, Mr.Clouting. Sincerely, Elizabeth