Over 3,000 customer-facing staff working for Govia Thameslink Railway have been trained in improving the service for passengers requiring assistance on the railway.
Staff from Southern, Thameslink, Great Northern and Gatwick Express took part in the disability equality courses which were delivered by people who are disabled themselves.
Topics covered included barriers customers face, how to offer assistance and how to communicate effectively, and gave staff a look at the challenges faced by passengers using the railways.
Ralph Lallau, 24, from Islington, works for Great Northern, he said: “The training was great. I didn't know anybody who was disabled so, having a trainer who was themselves disabled, meant it was my first time looking at a situation from their perspective – it gave me real empathy. I take my cue from the customer; I never try to assume anything because only they know what they need.”
Senesie Koroma at London Bridge said: “My aim is to get you where you are going as easily as possible.”
Ramla Abshir-Slevin at East Croydon station said: “I found it really helpful to speak to and be trained by people who are disabled and actually travel by train.”
Sarah Rennie, owns the company which runs the courses for Govia Thameslink, she said: “It's been really positive. The staff are very enthusiastic, ready to learn and get involved. It's something they've been hungry for.
“It's very apparent in the sessions that everything staff have been told about disabled customers hasn't come from disabled people, which isn't great. We share experiences with staff, ‘This happened, this is how I felt. How would you have done it differently?' This is a step change. We're really getting involved in changing those practices. All credit to GTR for bringing in disabled trainers.”
Chief Operating Officer Steve White said: “We made a commitment in March to give everyone the ability to travel with us independently and with confidence. This huge training programme is a vital part of our journey of improvement.
“The number of people travelling with us and needing assistance has fallen by almost 90% on our trains. Obviously, that's down to the pandemic but the fall-off is much greater in this group of customers. That's why we've been busy in lockdown, investing in disabled trainers to make a real difference as we strive to improve our service. We're ready for you when you want to come back.”
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And there’s also cases of Legionella being found on toilets on some of Thameslink’s trains which has caused some trains to be out of service because of it and Legionella is a very dangerous virus which can cause organ failures and death.