The national rollout of station Welcome Points has begun, with the programme launched at an event at Birmingham New Street station.
The Rail Delivery Group (RDG) said the rollout followed trials at 37 stations, which recorded more than 31,000 visits. Overall, 93% of customers surveyed said they were satisfied, rising to 99% among disabled customers.
Support for passengers
Welcome Points provide a designated place for passengers to find journey information and request assistance. They are intended to make rail travel more accessible, particularly for disabled people and customers with additional support needs.
The units were developed with input from passengers, disability-led organisations, accessibility groups and train operating companies. RDG said one visually impaired passenger had not travelled by train for 15 years, but gained the confidence to travel independently after using a Welcome Point at her local station.
As more units are introduced, the programme team is preparing frontline railway staff to support passengers. Familiarisation materials filmed at Manchester Piccadilly will be used to help colleagues understand how passengers use the points and the assistance they may need.
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.”