A new smartphone app that could transform rail access for the disabled is set to be rolled-out across the country.
The app is currently being trialled by four train companies and will be rolled-out in autumn next year once a staff version has been rolled out in April.
It is designed to:
- enable customers to book, change and cancel assistance quickly, which can currently take up to 40 minutes over the phone
- allow customers to create a user profile, specifying their personal details and the type of assistance they need, so recurring bookings become quicker
- provide staff with live information, including key details about the customer and their journey, so they can provide a better service and accommodate short-notice requests
- ensure better staff communication so staff can anticipate and deliver changes in planned assistance.
The app was developed by Transreport for the rail industry in collaboration with disability charities including Disability Rights UK, Blind Veterans UK and Anxiety UK and includes accessible features, such as the ability to change colour themes, fonts and text sizes.
More than one in 10 are unsatisfied with the current paper based passeneger assistance system.
Robert Nisbet, regional director at the Rail Delivery Group, which represents the railway, says: 'We know we’ve got to do better to improve rail’s accessibility. We want everyone who has requested assistance to get the help they need, which is why we’re investing in this pioneering technology that has the needs of our customers at its heart.
'A few taps of the app will give customers more control, help our people do their jobs better, and deliver on the commitment in our long-term plan to enable more people to benefit from travelling by train.'
Alan Benson, chair of Transport for All says: 'We are pleased that the rail industry is taking steps to improve the assistance they offer to Disabled and older passengers. Our Advice Line team still hears regularly from Disabled people sharing their stories of rail passenger assistance going wrong.
'This app as part of a wider overall Passenger Assist can really improve the journey experience of Disabled and older passengers, whether they use the app or not. We look forward to the rail industry backing this step change in the service our members receive.'
Passengers can access passenger assistance services through the national freephone number on 0800 022 3720, which will forward them to the train company they need.
By textphone, customers can use the free textphone forwarding service on 60083, which will send them the number they need.
Customers can also book online at disabledpersons-railcard.co.uk/travel-assistance/. If customers want to book by email or fax, they can contact their train company directly.
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