Brilliant Passenger Assistance on Railways

I travelled to Birmingham and back on the train today. When I returned I noticed an elderly, frail-looking lady being escorted off my train to a lift to take her down to the exit, she was escorted by a young man, she was holding his arm and they seemed to be having a pleasant conversation. It is heartening to know that should I need this service in the future it is available.

Dear Franbern very many thanks for your detailed explanation.
I hope to use the Passenger Assistance before too long. Best wishes.

Aldom I have used Passenger Assistance on trains for many years, long before I actually had to use a wheelchair. Should book it in advance so they have notification to make appropriate arrangements. Should arrive at departure station about 15-20 minutes ahead of train departure. Some of the large stations in London have separate Passenger Assistance Lounge at which you can report and wait,, others have this just on the main concourse. At small stations, just let the person at the entry gate know I am there.

The assistance is as you need. So, before I needed a wheelchair it was just to help me on and off the train and to carry my suitcase if I had one. When I needed to transfer between trains, they would always ask if I would like a wheelchair if it was a long walk. A few large stations have special trolleys to take people requiring help to their train, etc. I always ask that they ring ahead to my getting off station, so that I know I will be met as the train arrives with appropriate assistance.

The London Underground is slightly different. Cannot book ahead, just ask as one enters. A lot of the rolling stock is now totally accessible and no assistance required, but have to check in advance about each station as not all are able to get from platform to street. As no-one can purchase particular seating in advance on the tube, it means that once PA have helped you on to that train, they have to telephone ahead to station you wish to change or get off and let them know exactly where you are.

Yes, it would be lovely to have all trains totally accessible (as is now a lot of the new Elizabeth Line). Would actually make it easier and less dangerous getting on and off for most passengers, BUT that would cost an absolute fortune to have platforms at same height as train entrance and no gaps between them. Even the ramps all have to be put down and taken up by hand, none of them are electronic.

Obviously as new lines are built it is hoped that they are made totally accessible, do not think anyone opposes or prevents this, but - in the meantime, we have to do make do with what we have. And, no way can we anything but totally appreciative of the wonderful work done by the Passenger Assistance staff.

Suedonim, I forgot to say someone was waiting for me on the return journey, and did the retrieving from the carousel.

SueDonim

I’m glad you had a good experience, Franbern. That reflects the experience an older friend has when she travels from Scotland to London - staff are always very helpful.

I wish I could say the same for flying. We had our first need for help recently and quite honestly, it really wasn’t helpful. It seemed to be that if you required a wheelchair the system works but if you are ambulant, it doesn’t. The things we needed help with, such as lifting bags onto the belts and retrieving them, didn’t exist. Although we were fast-tracked for security and boarding, there were still quite long waits at gates, with no chairs to sit on. For going through security, disabled passengers were grouped with families - excited small tots mingling with people unsteady on their feet isn’t a good mix!

I suppose I am what could be classed as ‘ambulant’, but can’t walk long distances or stand for any length of time. I ask for Special Assistance when booking, and tick that I have difficulty with long distances but can use steps into the aircraft ( though I rarely have to do this, as there is usually a lift or an airbridge).
I present myself at the assistance desk at the airport, where they take me to check in bags, and then through security to the gate, all in a wheelchair. Many moons ago, a Jet2 member asked me why I didn’t get assistance, and when I said I wasn’t a wheelchair user, she told me that it wasn’t necessary, it was for anyone who needed just that - assistance. So please, take the wheelchair next time. You will see quite a few ambulants using them, and I certainly couldn’t travel without it.

Cheers, chcolatelovingran!

Dear aggie and UTBB thank you both for your kind and helpful responses to my query.

Aldom
You look for a member of staff , tell them your name and you will be directed to a specific seating are or in the case of my experience at Euston, a designated lounge.
You will then be taken to the platform and if the train is not in, seated somewhere, just before it arrives a member of staff will take your luggage and again take you to your seat.
At destination the staff know where you should be seated and will help you off the train.
It is all on their little iPad.

I’m glad you had a good experience, Franbern. That reflects the experience an older friend has when she travels from Scotland to London - staff are always very helpful.

I wish I could say the same for flying. We had our first need for help recently and quite honestly, it really wasn’t helpful. It seemed to be that if you required a wheelchair the system works but if you are ambulant, it doesn’t. The things we needed help with, such as lifting bags onto the belts and retrieving them, didn’t exist. Although we were fast-tracked for security and boarding, there were still quite long waits at gates, with no chairs to sit on. For going through security, disabled passengers were grouped with families - excited small tots mingling with people unsteady on their feet isn’t a good mix!

I don’t know about assistance on trains , but when I fly , about once a year I report to a lady at the assistance desk and she does the coordination, I’m sure there is a similar arrangement on trains ,
You do have to book it when you buy your ticket in advance and they have your name on a list

Lovely to know how good this service is Franbern. I'd be interested to know more about how it works in practice. Say for instance, you're not in a wheelchair, so a disability is not obvious, how do the assistants know who needs the help (assuming one has booked assisted travel in advance). I'm sure this is the 'idiot' question, but I'm probably not the only person who is wondering about how assisted travel actually works.

Yes, I would have liked to hear the other side of the story on the Jeremy Vine show too. The main complaint of the woman interviewed was that people should be able just to turn up without notice and not have to wait for passenger assistance. In an ideal world, of course they should, but I can see that it won’t always be possible. She denied being rude to staff, but of course they wouldn’t have been able to comment.

The discussion went on though to why our trains aren’t more user friendly in this day and age for people with disabilities, so that they don’t need the passenger assistance to get on and off. A very good point.

The woman you mentioned was on the Jeremy Vine programme yesterday.
It did sound very unfair of the station staff to leave a disabled person without help, but then we only heard her side of the story.
She was banned so she must have been pretty rude I guess.

An excellent story Franbern. When I have travelled with others using assistance, on trains and planes, I have found everyone unfailingly helpful and courteous.
Go for it Blinko!

I have had air passenger assistance and it all worked well. I didn’t even need to go up or down the plane steps, we were taken to the plane by a vehicle which had a lift up to the doorway.

I have several health conditions and have been anxious about a forthcoming trip. It’s to Vancouver, so by air, but reading these posts have made me think it will be do-able. My sons are coming with me, but even so I was becoming rather worried, thinking I might have bitten off more than I could chew.

This thread has spurred me on, so thank you OP!

I second the praise for Passenger Assistance.

Throughout last winter my DH was moved around various Hospitals and Respite Homes. As I no longer drive I had to use public transport or taxis. I only really needed a hand/elbow lift on to trains as I have balance issues. All of the staff were so helpful.

Members of the public were also very kind if approached for help.

DH died in January and I travelled to Spain in March with Air Passenger Assistance to prove to myself that I could travel abroad on my own. My experience certainly boosted my confidence.

Just lovely to hear your trip was so easy and trouble free. Other organisations please take note.
So pleased you had a good time, and more importantly it’s given you the confidence to get out and about again.

What a wonderful few days you had away!
I very pleased the Passenger Assistance was so reliable and so helpful.
I also admire the fact that you didn't let your mobility problems prevent you from going on such a trip.

DD2 has used Assistance for years - both for rail travel and flying.
Mostly it goes to plan, but I could tell you stories to make your hair stand on end!

BA ‘forgetting’ to put her wheelchair on her flight comes to mind!

To be fair, things have improved since then. She flies on business quite regularly and seems well known at the Assistance desk now,

Franbern - what a lovely encouraging post. Kudos to you for making all these trips .
For the Passenger Assisstance , 👏🏆

I wholeheartedly agree - I have found them brilliant and so kind. One of them said that this was the bit of his job he enjoyed the best.

On one occasion they held up a connection for me and whisked me across to the next platform in a trice!

I had to spend a couple of hours in a major train station a few weeks ago[not London area].

I would reiterate what you said.
The people needing it were being well looked after.

I have been using passenger assistance for some time now and have said on here , probably in Soop’s kitchen, how marvellous it is .
My last trip was about a month ago, Stockport to Euston and back.

However my best experience was last winter when I did Stockport to Southampton and then onward to Horsham in W Sussex.
Unfortunately the weather was bad with flooding everywhere,
Trains were cancelled or delayed, one route was closed , assistance got me there using different trains and routes and radioed ahead to the next station to ensure someone was waiting to guide me on my way, I used four trains instead of two.

I am 87 and travelling would not be possible without this help.
All very willingly given by the most cheerful of staff and of course, free,

My son has used Passenger Assistance when travelling for work...due to an accident, he has a severe spinal condition.

He was initially worried and I think embarrassed about needing the support but he's also said, every single staff member he's dealt with has been warm, friendly and polite.