GWR mobility team

UK: GWR has launched a 10-member mobile Customer Assistance Team to help enable passengers with reduced mobility travel with confidence.

Until recently people needing additional assistance were helped onto a train by one member of staff and met at their destination by another. This meant that customers could become anxious about being met, and in some instances were unable to alight at smaller, unstaffed stations.

With the mobile team, a member of staff can now travel with the passenger, taking care of the entire journey experience and ensuring continuity of service.

‘Last year over 160 000 people successfully used our assisted travel service, but we are always looking at how we can improve the service we offer and reduce barriers for those with disabilities to travel’, said Mobility & Inclusion Manager Neil Craig. ‘We hope this new service will allow even more people to take advantage of our train services and will be monitoring its success closely.’

John Boler, Chair of the Mobility Issues Group for Goring, said ‘the most important test of success will be whether the initiative encourages more elderly and mobility-impaired people to travel by train. The biggest deterrent to date has been a fear of being stranded on a train or at stations late at night. We hope that this problem will soon be a thing of the past’.