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Transport and Logistics Network

Passenger Assist used 3.5 million times in two years since launch

Since its launch two years ago, over 3.5 million journeys made by rail travellers with [1] needs have been helped by a specifically designed app that allows them to book the assistance they need.

The app is supported by the [2] (RDG) and was created as part of the rail industry's commitment to making rail accessible and inclusive for all.

Among those involved with developing the app were stakeholders representing passengers with [3] needs including train operating company accessibility and inclusion leads, accessibility panels, the

Downham Market - mobile assistance team member John Francis assists passenger Gio Strawbridge Assistance to a passenger boarding a train. // Credit: GTR

(DfT), and the Office of Road and Rail (ORR).

The app enables users to request assistance booking in advance from any train company for their entire journey, even if they are travelling on multiple services. The assistance can include help with boarding a train, arranging a ramp on or off the train, being met from a train and taken to the next train or station exit.

In its first two years, the app has proved helpful for individuals with accessibility needs, with 188,926 registered users as of May 2023, making an average of just under 5,000 assists per day.

Overall satisfaction with Passenger Assist is high, and a recent study by the [4] revealed that 75% of users are highly likely to recommend the service to others, whilst 61% of passengers stated that they would have been unable to complete their journeys without it. However, the Passenger Assist app is relatively unknown among the disabled community, with only 30% of those who could benefit from it being aware of its existence.

At the Modern Railway Innovation [5] held recently, the Passenger Assist programme won a cross-industry Partnership award, and the [6] and its partners are continuing to work to improve accessibility and inclusivity in the rail industry. By continuing to invest in technological advancements and raising awareness, the rail industry is confident that Passenger Assist will benefit more individuals with accessibility needs.

Jacqueline Starr, chief executive officer of the Rail Delivery Group, said: “The two-year anniversary of Passenger Assist is an important landmark for the rail industry.

“We are proud to have introduced this innovative service, which has transformed the way people with accessible needs can experience train travel. The remarkable figures speak for themselves, demonstrating the significant and positive impact Passenger Assist has made on people's lives.

“We also know that the service isn't perfect every time, and we will continue working with stakeholders to make the service better. We really want as many people as possible to benefit from using Passenger Assist, so there is work to do to improve awareness. We remain committed to ensuring that all our customers have equal opportunities to travel comfortably and independently.”

Hussein Patwa, Accessibility Consultant, said: “I think the [7] app is going to make passengers feel more confident. It means before you leave the house in the morning you can be confident that staff know that you're coming.

“They know what you need and they have what is needed to provide the help you are requiring.”

References

  1. ^ (www.railadvent.co.uk)
  2. ^ (www.railadvent.co.uk)
  3. ^ (www.railadvent.co.uk)
  4. ^ (www.railadvent.co.uk)
  5. ^ (www.railadvent.co.uk)
  6. ^ (www.railadvent.co.uk)
  7. ^ (www.railadvent.co.uk)

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