A new lounge has been opened at Paddington station that provides a safe, convenient, and accessible waiting room with improved comfort for passengers of restricted mobility.
The new lounge is designed for passengers who use the assistance programme.
It is next to the taxi rank on the station's upper deck and has accessible wheelchair spaces, reduced mobility seating, and a customer information screen.
Called the Assisted Travel Lounge (ATL), it is operated by Network Rail's Passenger Assistance team, who will provide a customer ambassador to help any passengers needing to use the facility.
On weekdays, the lounge will be open from 8:00 am until 8:00 pm and from 10:00 am until 6:00 pm on weekends.
When it is unstaffed, a Help Point located in the taxi rank area next to the lounge will connect passengers directly to the Network Rail reception on platform 1 call for assistance.
The new lounge also means that passengers no longer need to travel from the taxi deck area down to the Network Rail reception office on platform 1 before boarding their trains, as mobility buggy can now take them directly to their platform when their train arrives, cutting out need to travel to the reception area on platform 1.
Passengers arriving by vehicle can access the lounge from Bishop's Bridge Road, where they can be dropped off picked up.
Pedestrian access to the lounge is either from the canal or from the main station footbridge and up the escalators next to platform 12. London underground passengers can access the lounge from Hammersmith and City underground station.
Susan Evans, Network Rail's head of passenger strategy for Western route, said: “It's key for Network Rail to put passengers first by providing a first-class service to everyone who uses our stations and the railway as a whole.
“Travelling through a busy station can be challenging for those with additional needs but the new assisted travel lounge provides a safe and friendly space to wait for trains and onward connections and to get assistance from a dedicated team when needed.”
Great Western Railway accessibility manager Tom Law said: “We welcome the introduction of this Assisted Travel Lounge at London Paddington.
“GWR is passionate about making its trains and stations accessible to all and anything that can be done to enhance the customer experience is a real positive.
“We look forward to working with our colleagues at Network Rail to make this new lounge at Paddington a welcoming space, providing the perfect start to a customer's journey with us.”
