Iarnród Éireann has confirmed plans to introduce a new Passenger Assistance Management System across its rail network, marking a significant step forward in the coordination and delivery of assisted travel services. The platform, delivered by Transreport, is designed to improve visibility, streamline operations and enhance the experience for passengers requiring support.
The system will centralise how assistance requests are managed, giving frontline teams clearer oversight of journeys, coordination points and station handovers. With over 65,000 assisted passenger journeys recorded in the past year— and demand continuing to rise — the new platform aims to deliver greater consistency across the network.
The first operational go-live is scheduled for October 2026, with a phased rollout to follow across the wider Iarnród Éireann network.
Delivering a More Seamless Passenger Experience
For customers, the introduction of the system is expected to deliver tangible improvements, including:
- A simpler and more streamlined process for requesting assistance
- Clearer, more reliable communication between passengers and staff
- Improved consistency for multi-stage journeys and inter-station handovers
- A more inclusive, dependable travel experience for those who need support
At a time when demand for accessible transport is increasing, the system addresses longstanding challenges around coordination and reliability, while supporting broader national accessibility goals.
Leadership Perspective
Iarnród Éireann Chief Executive, Mary Considine said of today’s announcement:
“Improving accessibility to rail services for customers with disabilities is important to us. As we expand and develop rail services and capacity nationally, it is our commitment to ensure that, year on year, more customers can access our services. Rail transport, as the backbone of sustainable transport in Ireland, must be available to all customers who wish to use it, and the experience must be streamlined, consistent and reliable.
Minister for Transport, Darragh O’Brien, welcomed the implementation of the new App:
“I am pleased that the launch of this new app will achieve one of the priority actions under Pillar 5 of the National Human Rights Strategy for Disabled People 2025-2030. Our ambition under the Strategy is that disabled people can participate on an equitable basis as everyone else in all aspects of life by having an accessible, affordable and sustainable transport system. The app compliments the other accessibility initiatives under the Public Transport Accessibility Retrofit Programme, to ensure that disabled people get equal ‘access to opportunities’ including educational, employment and leisure opportunities. As Minister for Transport, my long-term goal is to have a transport system whereby disabled people can ‘turn up and go’ without any barriers and the new app is an important milestone on that journey.”
Minister of State with responsibility for International and Road Transport, Logistics, Rail and Ports, Sean Canney said:
"Public transport is a key enabler for the economic and social inclusion of disabled people in both rural and urban areas. The new app will help disabled people to make more seamless journeys in line with the aims of the National Human Rights Strategy for Disabled People and Article 9 of the United Nations Convention on the Rights of Persons with Disabilities. It also aligns with our other accessibility commitments to helping disabled people travel on public transport, including the Just A minute (JAM) card and the expansion of the Independent Travel Assist scheme to key regional and rural areas."
Minister of State with responsibility for Rural Transport, Jerry Buttimer:
“Our ambition is that by 2030 many of the existing barriers that prevent disabled people from accessing public transport services will be eliminated including in rural areas. The new app will assist us in meeting that commitment.”
Jay Shen, CEO and Founder of Transreport, said:
“Assisted travel is becoming an increasingly important operational priority for rail operators. As demand grows and expectations around accessible travel continue to rise, the challenge is how assistance is coordinated, delivered and measured consistently across the network.
Iarnród Éireann’s decision to introduce Transreport’s Passenger Assistance Management System marks an important step for accessible rail in Europe. It shows a clear commitment to improving the customer experience, while providing greater operational visibility and better support for frontline teams.
For Transreport, this partnership is also a major milestone in our European expansion. Following our national-scale deployment across Great Britain and successful deployments in Japan, we are proud to bring our proven technology to the EU rail market and to support Iarnród Éireann as it transforms assisted travel management across its network.”
Building on a Broader Accessibility Strategy
The new system forms part of a wider programme of investment across Iarnród Éireann’s network, aimed at improving accessibility infrastructure, staff training and customer support. Key initiatives include:
- Continued station upgrades, including lift installations for full platform accessibility
- The introduction of the DART+ fleet from 2027, featuring retractable steps to bridge the train-platform gap
- Customer Service Officers on all Intercity services to provide onboard support
- Sign language training for frontline staff
- Reduced assistance notice periods to just one hour at 13 major stations
- Delivery of Disability Awareness training via the Wayfinding Centre
- Expansion of the Age Friendly Stations programme
- Installation of Changing Places facilities at major stations
- Distribution of Sensory Packs to passengers with additional needs
- Ongoing engagement with advocacy groups such as The Alzheimer’s Society of Ireland and Epilepsy Ireland
Industry Significance
For rail industry professionals, this deployment reflects a growing shift towards digitisation in accessibility management — moving beyond reactive service models to proactive, data-driven coordination. As assisted travel demand continues to rise across the UK and Europe, similar systems are likely to become integral to network-wide operations.
The October 2026 launch will be closely watched as a benchmark for how technology can enable consistent, scalable and inclusive passenger experiences.
Image credit: Iarnród Éireann
