Great Northern and Thameslink are introducing a mobile team to visit unstaffed stations to support disabled passengers and others who need assistance.
The stations that will be covered are Arlesey and Sandy in Bedfordshire.
Previously, Thameslink provided assistance at the stations only when they were staffed, which was not all the time. Campaigners such has the Bedfordshire Rail Access Network have previously highlighted that these stations are not fully accessible, despite being advertised as ‘step-free'.
Disabled passengers will not be able to get assistance immediately, but the operators say that assistance “should be available” at the stations within twenty minutes. This will apply on every day of the week.
The team, which is based at Sandy, will be able to provide a ramp to board every train that is running.
The team also covers Biggleswade station, although this is not accessible to wheelchair users and mobility scooters because it does not have step-free access. Lifts are scheduled to be installed by the end of next year, although campaigners are calling for this date to be brought forward. The mobile team will help other passengers, for example, an older person with luggage, a visually-impaired person, or parents with pushchairs.
Passengers may book assistance team in advance either online, via the Passenger Assistance app, or by calling 0800 138 1016.
Alternatively, they may request assistance when they arrive at the station, either by contacting the control centre from the station help point, using the ‘emergency and assisted travel button', or by calling freephone 0808 168 1238 or texting 07970 511077. They will, however, have to wait until the team arrives for assistance.
Great Northern and Thameslink claim to provide assistance at all their stations, although this is provided in different way: via staff onboard trains or at stations, through mobile assistance teams or alternative transport to the nearest staffed accessible station. More information is available on the ‘Assisted travel' sections of the operators' websites.
Passengers can tell the operators about their experience of the service through the ‘contact us' page on their websites:
Govia Thameslink Railway's Accessibility Lead Carl Martin said: “We're constantly looking for ways to improve the level of service we give people who need assistance, to overcome the barriers that prevent independent travel on the railway.
“Our mobile assistance team could transform the lives of many of our customers. It will help us create a more accessible and inclusive railway, where everyone has the confidence to travel with us.
“We really want people to try out the service and let us know what they think about it through our customer contact centre.”
