On International Day of Persons with Disabilities, we are celebrating the collaboration with customers and advocacy groups that is at the heart of efforts to create an accessible railway for everyone. Through ongoing improvements to Passenger Assist, we’re making rail travel more inclusive, empowering passengers to feel confident and in control of their journeys. Recent updates — like real-time journey information, better handover protocols, and Turn-Up-and-Go integration — mean passengers can now travel more easily, spontaneously, and with greater independence. 

 Feedback from passengers with disabilities and additional needs has shaped these improvements. And, with over 1.3 million assistances recorded in 2023/24 and an 87% satisfaction rate, we’re proud to see these changes having a positive impact on customers’ lives. 

These updates are just the beginning. With Phase 5 of Passenger Assist, launching in January 2025, passengers will gain even better tools to personalise their journeys and travel with greater confidence. 

Passenger Assist is central to making rail travel accessible to all. These enhancements show our commitment to listening to passengers, understanding their needs, and ensuring the railway works for all our customers. 

While there is more to do, we’re proud of the progress made and will continue to create a railway that puts customers first. 

By Craig O'Beirne, Head of Accessibility, Inclusion, Support and Redress at Rail Delivery Group