Passenger assistance

LNER’s passenger assistance record

New data has shown that passenger assistance was requested more than a quarter of a million times in the last year at rail stations managed by London North Eastern Railway (LNER), breaking the record.

Between last April and the end of March 2024, LNER recorded around 252,000 requests for passenger assistance.

The operator says its recovery from the pandemic remains one of the strongest in the industry, attracting more and more people to rail.

This comes after LNER opened its first Passenger Assist Lounge, which is at Newcastle Central Station.

“Our work to make our stations more inclusive for everyone is continuing”
London North Eastern Railway

The lounge features flexible seating and customer information screens that feature fully integrated British Sign Language.

Fully signed videos alongside the customer information include updates on:

  • Departure times
  • Train operators
  • Destination
  • Calling points
  • Platform numbers

“We are delighted to see more and more people choosing to travel with LNER and we want everyone to enjoy the best possible experience,” said accessibility and integrated travel manager at LNER, Charlie Woodhead.

Charlie added: “We believe that parity of information and parity of service for customers is so important and we’re proud that they trust our service.

“Our work to make our stations more inclusive for everyone is continuing and we are planning to open further Passenger Assist Lounges along our route.”

Image credit: iStock


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