Carla Murdoch, branch manager, Murray Travel Inverness

Judges were impressed to hear how Carla stepped in after her 16-year-old autistic customer faced a distressing experience travelling through security at a major European airport. 

The airport’s security staff failed to recognise the sunflower lanyard scheme, which discreetly signals the need for additional support for individuals with hidden disabilities and, as a result, the young traveller endured an overwhelming security screening, leaving her shaken and fearful of flying. Carla first filed a formal complaint with Paris Charles de Gaulle airport to raise awareness of what had happened, so that further training could be done to help staff learn from the experience.

 
But she didn’t leave it there: Carla also had the brilliant idea of working with staff at Inverness airport to arrange a behind-the-scenes visit so her client could familiarise herself with and practise airport security procedures “in a calm, supportive environment”, with staff taking the time to explain each step and ensuring the client felt reassured. 

Thanks to Carla’s support and understanding, her young customer has since flown again, with a new sense of independence and confidence, and with the girl’s family describing Carla’s support as a “lifeline” in helping to rebuild their daughter’s trust in air travel. Judges said the care and thoughtfulness Carla had demonstrated for her customer was far above and beyond what might be expected of a travel agent, and praised her quick thinking and creativity in turning a negative experience into an opportunity to empower the teenager, and to enable her to look forward to the future joy of travelling.