Rail passenger assistance smart app set for 2019 launch
A smartphone app making it easier for passengers to book help at stations is to be rolled out across the network next autumn.
Initially tested by three operators (Greater Anglia, West Midlands Railway and its London Northwestern Railway brand, and South Western Railway), the Rail Delivery Group says a staff version is due to go live in April 2019 followed by the main public launch later in the year.
Passenger Assist has been developed with disability charities including Disability Rights UK, Blind Veterans UK and Anxiety UK and is compatible with mobile devices with an operating system of iOS9, Android 4.4 or higher.
The RDG said that while Office of Rail and Road research found 85% of passengers were happy with assistance, when things go wrong they can be left stranded and unable to travel, adding to anxiety and stress levels.
The new app will allow passengers to book, change and cancel assistance quickly, which can currently take up to 40 minutes over the phone. It will also enable passengers to create a user profile specifying their personal details and the type of assistance they need, so recurring bookings become quicker.
Staff will be provided with live information, including key details about the passenger and their journey so they can provide a better service and accommodate shortnotice requests. This will ensure better staff communication so they can anticipate and deliver changes in planned assistance.
Robert Nisbet, RDG Regional Director, said: “We know we’ve got to do better to improve rail’s accessibility. We want everyone who has requested assistance to get the help they need, which is why we’re investing in this pioneering technology that has the needs of our customers at its heart.”
Paralympian Anne Wafula-Strike MBE, said: “Although passenger assistance usually works, I’ve had awful experiences when it has failed so it’s great to see the rail industry addressing this and planning to change and improve for the benefit of disabled people.”
West Midlands Railway, London Northwestern Railway, Greater Anglia, and South Western Railway are trialing the system to ensure it works effectively before it is used more widely across the network.
Transport Focus chief executive Anthony Smith said: “The application of technology to make travel easier by improving the reliability and responsiveness of passenger assistance is a welcome step. But for passengers to see the benefits of this, there will still need to be enough trained staff on hand in the right places to help as requested – and at short notice – to prevent unnecessary difficulties.”