LNER Receives Record Number Of Requests For Passenger Assistance

New data reveals assistance was requested on and off trains at LNER’s managed stations more than 250,000 times over the past year – the highest number to date. 

Passenger Assist operates nationally, with train operators working to provide assistance at all points along a customer’s journey for anyone with a disability, non-visible impairment, mobility impairment or for older customers. LNER is committed to providing assistance to anyone who requires it, whether they book the service in advance or upon arrival at one of its eleven managed stations, or at London King’s Cross and Edinburgh Waverley stations. 

Between April 2023 and the end of March 2024, LNER received over 252,000 requests with teams across the route assisting many thousands of customers during their journeys. LNER’s recovery from the pandemic remains one of the strongest in the industry, attracting more people to rail than ever before. 

LNER’s first Passenger Assist Lounge has opened at Newcastle Central Station. The lounge features flexible seating that can be rearranged to suit the needs of customers, as well as space to work and relax. Customer information screens feature the full integration of British Sign Language (BSL), with signed videos alongside the latest customer information. Updates include departure times, the train operator, destination, calling points, and platform number. Any service updates are also translated into BSL. 

Charlie Woodhead, Accessibility and Integrated Travel Manager at LNER, said: “We are delighted to see more and more people choosing to travel with LNER and we want everyone to enjoy the best possible experience. We believe that parity of information and parity of service for customers is so important and we’re proud that they trust our service. Our work to make our stations more inclusive for everyone is continuing and we are planning to open further Passenger Assist Lounges along our route.”