Spotlight Series: Meet Lhabib Banni

For our latest Spotlight feature, we spoke with Lhabib Banni, a Customer Welcome Host at St Pancras International who has spent 16 years with East Midlands Railway. Starting his journey as a cleaner before moving into his current role, Lhabib’s story is one of dedication, resilience, and genuine passion for helping people. He brings warmth, respect, and positivity to every customer interaction, whether it’s guiding a stressed traveller, helping with luggage, or simply offering a friendly smile.

You’ve become something of a legend at St Pancras International, with customers regularly writing in to praise you. What motivates you to go above and beyond every day?

I’ve been with East Midlands Railway (EMR) for 16 years, and what keeps me going is simple: I genuinely love helping people. My role is to answer questions and assist customers, but for me, it goes beyond that. Travel can be stressful: flights get delayed, people arrive late, and unexpected things happen. If I can make someone's day a little easier, whether it’s helping with their luggage, guiding them when they’re in a rush, or just being a friendly face, that’s what makes it all worth it. I love my job, and I take pride in making a difference, even in small ways.

Tell us about the path that led you to this role.

I started my journey at St Pancras International station as a cleaner, and from there I applied to work with EMR. I worked hard, had great support from management, and eventually moved into my current role as a Customer Welcome Host. It’s been an amazing journey, and I’m proud of how far I’ve come.

I’m originally from Agadir, Morocco, and I also spent eight years living in Portugal.

What do you enjoy most about being a Customer Welcome Host?

What drives me is making people feel welcome. I come in smiling every day because I genuinely enjoy my job and the people I meet. In 16 years of working here, I’ve never had a problem with anyone. I treat everyone with respect, and I believe that kindness goes a long way, especially in tough situations.

Sometimes, customers are stressed or upset. Maybe they’ve lost a ticket or they’ve missed a train, and even if I can’t always fix the problem, I do everything I can to support them. I work closely with my manager to make sure we provide the best service possible, even when things don’t go to plan.

I want people to know that Lhabib is here for them at St Pancras, working hard and always ready to help with a smile.

You were once recognised for record ticket scans across the network. A moment that clearly meant a lot to you. Can you tell us what that recognition meant personally and professionally?

That award meant so much to me, both personally and professionally. It was during a very difficult time, around 2020, during the COVID-19 pandemic. Back then, many people were hesitant to check tickets on the train because of the risk, and for a while, almost no one was doing it. But I believed it was still important to do my job and support the service as best I could. So, I put on my mask, gloves, and full protective gear, and continued checking and scanning tickets. I stayed consistent, even when it was tough or felt risky. In 2022, my efforts were recognised across the whole network. I was told I had the highest number of ticket scans, and I was presented with a special award. I’ll never forget the moment it was handed to me. It felt like more than just a prize. It was a visible reminder that dedication and consistency, even in hard times, do get noticed. Sharing that award with my wife made it even more meaningful, because it felt like the achievement was something we could both enjoy.

 What’s your approach to creating such memorable customer experiences? Is there a particular moment with a customer that stands out to you?

For me, it's simple: this is my job, and I take it seriously. My approach is to stay calm, listen, and treat everyone with respect, even in difficult situations. Not every situation is easy. Sometimes, people come to the gate stressed, upset, or even angry. But most customers are wonderful. I’ve had many great experiences. In the winter, sometimes we’re out on the platform in the freezing cold, wearing three pairs of socks, scarves, gloves, and jackets. Sometimes customers show up with hot coffee for us, just to say thank you. Those little moments mean so much. They remind me why I love my job. A smile, a kind word, or a small gesture can make someone’s day, and mine too.

That’s what it's all about: staying kind, staying calm, and always doing your best.

 How would you describe the culture at EMR, especially when it comes to customer service?

We support each other, we work as a team, and we’re all keen to help, both our colleagues and our customers. Everyone is friendly, and there’s a real positive energy. I’m always happy to come to work, give it my best, and then go home and relax, knowing I’ve helped people. Sometimes, if we’re short-staffed, I’ll come in as early as 4 am. I’m always ready to step up when needed. I genuinely care about the team and the customers. That’s just the culture here: we look after each other, and we go the extra mile.