Train operator for the East of England, Greater Anglia, has become the first train operating company in the UK to introduce a new, streamlined booking process for disabled and older rail passengers requiring assistance.
Passengers who prefer to pre-book assistance can now request assistance at the same time as booking rail tickets on the Greater Anglia website, following the introduction of new technology.
Previously, assistance requests needed to be made separately. The new software will streamline the booking experience, making it faster and more convenient for customers.
Greater Anglia is the first train operator in the UK to incorporate this new feature, where customers can request assistance natively via the post-purchase screen or ‘my bookings’ page, rather than having to go to the separate passenger assist website.
Rebecca Richardson, Accessibility Manager, Greater Anglia, said:
“Last year, we assisted more than 112,000 people with their journeys on Greater Anglia, and around 60,000 of those journeys were pre-booked. We are pleased to introduce these changes, which will make it quicker, easier and more convenient for customers who like to buy their tickets online.
“Passengers can also still book assistance over the phone or on the passenger assist website if they prefer.”
Each customer must have their own passenger assist account, and the new booking system will cover Advance ticket bookings only. Anyone travelling on a different ticket will need to book assistance either over the phone or via the Transreport passenger assistance website or app.
Passenger Assist is a national booking system supported by most train companies, which aims to remove some of the barriers to travel for older and disabled people.
Passenger Assist can help with different aspects of a journey, including:
Journey planning, choosing the best trains, times, and tickets
Getting on and off the train (including providing ramps, sight guidance, etc.)
Moving between platforms and around the station
Purchasing tickets
