You are working on the platforms of Summer Hill station. You notice a young customer who is frantically looking up and around on the platform and who seems confused. The customer looks like a tourist. She has a large rucksack on her back with camping equipment and many bags too.

You go to the customer and ask if you can help. The customer speaks very little English. She hands you a crumpled piece of paper which has 'travel to Central station on the T3 line' written on it. The customer is on the wrong platform and the train would take her in the opposite direction.

You explain to the customer that she needs to change platforms. She says "no, no, no, get train"and points to the piece of paper. She is distressed and agitated. A train approaches the platform. The customer picks up her carrier bags as if ready to board the train.

What do you do?

A. You smile at the customer and make eye contact. You point at the train coming into the station and shake your head saying "wrong train". You say gently "come with me"and beckon her with your hands to follow you. You use a translator app on your phone to assist with communication and you escort the customer to the right platform and wait with her until her train arrives.

B. You can see the customer is getting ready to board the train. You lead the customer away from the train. You escort the customer over the bridge to the right platform and say "Right platform for Central station. Wait until the train arrives in 4 minutes".You leave the customer so you can return to the ticket gate.

C. The customer has refused your help. You don't want to distress and agitate her anymore. She has decided to board the train and you let her. You expect she will realise her error whilst travelling and so get off the train at the next station and change platforms.

D. You shake your head and say to the customer "No, no, no you are wrong. You are on the wrong platform this train goes to Leppington in the opposite direction. You need to go over the bridge to the other platform".You point to the platform where she needs to go. You wait patiently until she leaves the platform.

What is the 1st Choice?

What is the 2nd Choice?

What is the 3rd Choice?

What is the 4th Choice?