This industry first for assistance, which allows for a far more intuitive and efficient travel experience, is now available at all South Western Railway’s (SWR) stations across London.
This means that customers at all SWR stations will now find special Assisted Boarding Points on station platforms, where they can WhatsApp or call a dedicated customer service team, who will contact the guard on the next available service and ensure assistance is provided when the train arrives. The service requires customers to give just 10 minutes notice prior to travelling.
There will be clear signage with a QR code for customers to scan and instantly message the dedicated team with details of their journey via WhatsApp, and also a direct telephone number. Customers will need to provide details of their departure and destination stations and the type of assistance they require such as a wheelchair ramp, support getting onto the train due to a visual impairment, reduced mobility or an injury, and the guard onboard will be ready to help upon arrival.
The boarding points will ensure both customers and guards know exactly where to meet – helping to improve the overall travel experience.
Christian Neill, Customer Experience Director at South Western Railway said, “We’re really pleased that our industry first assistance service is now available at our London stations, completing coverage of the SWR network. It makes it possible for all of our customers who require assistance to travel with minimum fuss or difficulty, wherever they are on our network.
“This is just one way in which we’re boosting the accessibility of our network and helping all of our customers to travel with confidence”.
Alan Benson, Chair of Transport for All added, “Getting help on and off the train is vital for disabled people travelling, and this is the most common source of problems. Anything that makes this easier has to be welcomed. This initiative by SWR puts disabled travellers in control of their own journeys and will give them the confidence that is too often missing.”