South Western Railway launch new boarding assistance scheme
Travel set to get easier for elderly and disabled passengers
Disabled and elderly customers in Wiltshire and Hampshire who need help to board trains are set to benefit from a new scheme introduced by South Western Railway.
Instead of having to book hours in advance they'll be able to contact the service just 10 minutes before they travel to get assistance at their station.
It is being rolled out at a number of SWR stations in Surrey, Hampshire, Wiltshire, Somerset, Dorset and Devon, but it will eventually cover the whole network in total - that's 189 stations and 417 platforms!
HOW DOES IT WORK?
Instead of booking in advanced, customers can contact a dedicated customer service team via Whatsapp or telephone number up to 10 minutes before travelling.
The guard will then be contacted on the next available service to provide assistance to disabled or elderly passengers when the train arrives.
There will be clear signage with a QR code for customers to scan and instantly message the dedicated team with details of their journey via WhatsApp, and also a direct telephone number.
The Boarding points will ensure both customers and guards know exactly where to meet.
Customers will need to provide details of their departure station, destination station and the type of assistance they require such as a wheelchair ramp, support getting onto the train due to a visual impairment, reduced mobility or an injury, and the guard onboard will be ready to help upon arrival.
Christian Neill, Deputy Customer Experience Director at South Western Railway commented:
“We know that not every journey is planned in advance, and indeed they shouldn’t have to be. We’re proud to be launching this industry first service, which will make it markedly easier for our customers who require assistance to travel with minimum fuss or difficulty. This is just one way in which we’re boosting the accessibility of our network and helping all of our customers to travel with confidence”.
Alan Benson, Chair of Transport for All said:
“Getting help on and off the train is vital for disabled people travelling, and this is the most common source of problems. Anything that makes this easier has to be welcomed. This initiative by SWR puts disabled travellers in control of their own journeys and will give them the confidence that is too often missing.”
Anthony Smith, Chief Executive of Transport Focus said:
“We know from our research that elderly and disabled passengers don’t always receive the help they need when travelling by rail. This new boarding service will enable people to request assistance more easily, without the need to pre-book.”
There’s more information about the Assisted Boarding Points on their website.