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21/06/2016

Greenock's Demi takes top award for saving the big day

Seven newly wed couples had CalMac employee Demi Wylie to thank for saving their big day and she's now been recognised for her efforts at the Scottish Transport Awards.

Demi Wylie

Demi (23) from Greenock picked up the 'Frontline Employee of the Year' award for her tireless work rescuing seven island weddings that were in danger of serious disruption due to industrial action. She and her team took it upon themselves to become the single liaison point for all those involved and skilfully worked with the couples to make sure their special day wasn't derailed.

All in all Demi's creative efforts in finding alternative travel plans resulted in more than 600 guests successfully reaching their destination and ensured each happy couple's day went ahead without a hitch. She spent hours talking to the brides and grooms, reassuring them, working with them and understanding their issues. On the top of sorting out their logistical problems she and her team even found time to source extra special gifts for each couple with handmade products from the island they had chosen for their wedding.

Demi said: "It was real surprise to get nominated and an even bigger one to have won. It really was a team effort and I'm just glad that we were all able to help out. A wedding should be a day to remember for all the right reasons, the last thing couples need among all the other things to think about is having half the guests stranded and unable to attend."

The weddings were spread over CalMac's network of 24 island islands and remote mainland destinations. The guests were just some of the 4.3 million passengers who sailed on the company's fleet of 31 vessels last year.

Over the past 12 months Demi and her colleagues in customer services dealt with more than 300,000 calls and 20,000 emails to assist passengers.

CalMac's managing director, Martin Dorchester said: "The dedication of Demi and her team is to be commended. It was a difficult time for everyone and we are all very proud of the way they went above and beyond what could reasonably expected to ensure people got to where they needed to be. They really have brought levels of customer care within the company to new heights."

 

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