The national rollout of Welcome Points began on 24 September, marked with an event at Birmingham New Street.
Designed with input from passengers and disability-led organisations, Welcome Points aim to make rail travel easier and more accessible, particularly for disabled people and anyone who needs additional support. Welcome Points will provide a clear place to find journey information and ask for help at stations across England.
The rollout follows a trial at 37 stations that recorded more than 31,000 visits. Ninety-three per cent of customers said they were satisfied, while 99% of disabled customers reported a positive experience.
For one visually impaired passenger who had not travelled by train for 15 years, the Welcome Point at her local station gave her the confidence to travel independently again.
Feedback from passengers, accessibility groups and train operating companies has helped shape the national programme. As more Welcome Points are introduced, the programme team is working with operators to prepare frontline colleagues. New staff familiarisation materials, filmed at Manchester Piccadilly, will help colleagues support passengers using the units.
Beverly Hooper, Welcome Points Programme Director, said:
“Welcome Points make it easier for passengers to find information and ask for help when they need it. The trial showed the difference that can make, including for people who may otherwise lack the confidence to travel independently.
“Passengers and accessibility groups have helped shape the programme at every stage. Their insight, alongside the hard work of colleagues across the railway, has brought us to this national rollout. I’m delighted that more passengers will now be able to benefit.”
Image credit: Rail Delivery Group