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If you have a disability we do have staff who are trained to help you
Passenger Assistance obviously has various different levels
and the most obvious one is, yes, you will see train staff putting a ramp down
to get a wheelchair passenger on or off a train
but on top of that people with visual impairment
who do need help; they need to be led around the station
we are here to help them and guide them to their train
and help them on and off their train as need be
For people with hearing disability – we have staff, like myself, on stations
who are trained to use a little bit of sign language
From a staff point of view the biggest problem we have
is that the general public are very unaware of people who have disabilities
and who do need help
Just the general way out of stations can be very confusing for people
and they do need help to get around
When you book the assistance it ends up in a computer system
on a daily basis we print out all the information that we require from that system
so that we know when you come in to travel tomorrow we're there waiting to help you
You can also purchase your tickets when you book your assistance
You can also get information about the station so that you are told
whether a station is accessible or is not accessible
and you can also request for alternative travel if one of the stations you are going to use is not accessible
Once you've used the Passenger Assistance system your details are held on record
so it makes life a lot easier – you don't have to spend so much time on the phone
You can actually give us your postcode and we can find you on the system straight away
and then we just confirm that's the same journey you want to do
and once it's booked you can receive a confirmation email
and that same email is sent to our operational and station staff
and they will know that you are coming
Try this and see what it will be like
Give us feedback on the service we provide to make sure that we continue to improve on what we are doing
You can help us to deliver a better service for you purely and simply
by letting the train operating companies know
you've had a successful, comfortable and happy journey.�