top of page

Work in progress - ratings and comments are still to be finalised

Passenger Assistance

1.1 Stated purpose

We’ve created an app and website that takes the time and fuss out of requesting assistance when you want to travel.

In just a few clicks you can request assistance, so every rail journey you take is as stress-free as possible. Our trusted technology means you can let station staff know your exact access needs. Independence and flexibility has never been easier.

1.2 Episodic or relational

2.1 Statutory notification

2.2 Info validated by

Sector

4.1 Personal identifier used

Online portal

Offline alternative

1.3 Data included

Episodic

No

​

Transport

Self-ID through creation of a user account

Yes

No

Further info

Source URL

Privacy URL

Recipients

Public transport operators

Strengths

Ought to be a very useful platform for the most common ASNs experienced by disabled rail passengers.

Weaknesses

My one personal experience of using this platform was extremely poor - assistance was booked/confirmed but never materialised.

Further information
Download the Passenger Assistance app or request assistance online Simply download the app onto your smartphone or visit our website to request your assistance in advance. Our app and website have been designed in consultation with Disabled people and is suitable for screen-readers. The app is available on iOS and Android smartphones. Setup your profile Whether you’re a wheelchair user, have an assistance dog or live with a non-visible impairment, simply fill in your profile and provide as much information as you’d like – you are in control of your profile. Whatever your access needs, there’s a space for it all to be listed here. Tell us about your journey Let us know where you’ll be travelling to and from, on what day and at which time, so station staff have all the details they need to make your journey run smoothly Assistance sorted Send your request and this will be sent directly to the train operator, who will arrange assistance for you. We will tell you when your request has been confirmed. Then, all you have to do is book your ticket and you’re on your way.

Overall functional rating

3. Transparency, choice and control

3.1 Transparency

Reasonably transparent website and privacy policy, though the latter is a bit clogged up with definitions (e.g. "Services: the Passenger Assistance services made available to Users by Service Providers, the provision of which is facilitated by the Technology Platforms" and "Service Providers: the persons, firms or companies who license any of the Technology Platforms from Transreport from time to time and who provide of the Services", and don't refer to train operating companies.

3.2 Choice and control

Choice and control over when to use the app and therefore share your disabilities with a train operator

4. Functionality

4.2 Structured data

4.3 Free text

High level structured data about ASNs, with a free text box for any ASN not listed

4.4 Carer role

You can request a companion seat when you book journey assistance

4.5 Acknowledgement of receipt

Based on anecdotal evidence: The one time I tried to use this (July2024) I received an acknowledgement email, but the passenger assistance desk at Euston was closed when I arrived, and there were no assistance staff visible anywhere on the station.

4.6 Updates

System allows for updates

4.7 Access to records

n/a

5. Reach

5.1 Multi-sector acceptance

Limited to train operating companies (TOCs) and doesn't extend to other public transport providers. Not clear whether all TOCs participate.

5.2 Recipients within orgs/services

Relies on participating TOCs to ensure platform and on-train staff are aware - no evidence of how this is achieved, and no opportunity to test.

5.3 Proactive sharing

You can request assistance for a specific journey

6. Language and user experience

6.1 Language

Language on the website/app is clear and reasonable, but language in the acknowledgement email is poor in places: assistance requests which can't be met are labelled "Removed", with no explanation given.

Words to watch

6.2 Conditions vs actionable support

Conditions/diagnoses are selected separately from ASNs, but some of the conditions listed (e.g. autism, LD, MH) will require a free text input for relevant ASNs as there are no obvious ASNs listed relating to these needs.

6.3 Online UX

Reasonable online UX, though navigation isn't particularly intuitive. App allows you to save a photo to your profile (useful in the context of assistance while travelling), or it says it does; my photo wouldn't save.

6.4 Offline UX

No offline alternative to the online platform

7. Outcomes

7.1 Actionable support needs

A fair list of ASNs covering many of the most common assistance needs on public transport, but nothing specific reflecting the needs of passengers with non-visible disabilities, e.g. request for quiet coach

7.2 Trustworthiness

Trustworthiness score reflects my one personal experience of using it - assistance was requested and confirmed but never materialised.

Think Local Act Personal: Data for People
Ratings against the 15 Principles

Overall

TLAP 2

TLAP 3

TLAP 4

TLAP 5

TLAP 6

TLAP 7

TLAP 8

TLAP 9

TLAP 10

TLAP 11

TLAP 12

TLAP 14

Money Advice Trust
Ratings against the 10 principles for designing vulnerable consumer data-sharing programmes

Overall

MAT 1

MAT 2

MAT 3

MAT 4

MAT 5

MAT 6

MAT 7

MAT 8

MAT 10-

Conditions/diagnoses identified
Mobility impairment - Wheelchair user (manual) (within max dimensions) - Wheelchair user (powered) (within max dimensions) - Other mobility aid user - Other mobility impairment - Scooter user (within max dimensions) Sensory impairment - Visual impairment - Speech impairment - Hard of hearing/Deaf - Accompanied by guide dog - Accompanied by hearing dog Non-visible impairment - Dyslexia - Autism - Dementia - Learning difficulties - Mental health condition - Non-verbal - Accompanied by assistance dog Other impairments (optional) (free text)
Actionable support needs identified
- Use of ramp - Help finding seat - Seat transfer (if available) - Use of station wheelchair (if available) - Help with luggage - Request wheelchair space - Request companion seat - Room for assistance dog - Help transferring trains - Use of station buggy (if available) - Help pushing wheelchair - Sighted guidance - Request priority seat - Other (free text box for additional info, e.g. seat reservation info, requests for seat/wheelchair reservations (not guaranteed), scooter sizes, or any other assistance requests)
bottom of page