Passenger assistance on train

Govia Thameslink Railway launches initiative to help boost accessibility

Govia Thameslink Railway (GTR) has launched a new initiative to improve accessibility on Great Northern, Thameslink, Southern and Gatwick Express services.

Passengers looking to travel with GTR can now book assistance for their journey two hours in advance of catching a train.

Many disabled people who require assistance at stations simply ask for assistance once they arrive at the station.

This follows the recent announcement that the Government will introduce a £2.5m package of investment to help disabled people travel more confidently.

The ability to pre-book in this way provides added reassurance to passengers and can speed up their journey through the station.

Last year, as part of a nationwide package of improvements GTR staffed its overnight helpline 24/7 to cut the time required to book assistance to six hours.

The new changes to two hours’ notice periods cuts this by two-thirds and forms part of a larger rail industry-wide initiative.

Carl Martin, Accessibility Lead at GTR commented on the latest changes and the benefits they will deliver to passengers.

Mr Martin said: “Most people know what they are doing in the next couple of hours, so this reduced notice period should make a real difference.

“It will give customers who want the added reassurance of an arranged booking, greater flexibility and make our service more user-friendly.

“It’s all part of our commitment to improve the level of service we give people who need assistance to overcome the barriers that prevent independent travel on the railway.”


Featured image - Govia Thameslink Railway

RTM Dec/Jan 23


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