New Passenger Assist App launched for train travellers

This week, the rail industry has introduced a new Passenger Assistance mobile phone application!

This is to support customers who require assistance when travelling by train. The app means customers can choose to request assistance via their smartphone nationwide.

The app, which has been developed by the Rail Delivery Group and UK technology company Transreport, will provide an additional option for customers but will not replace Govia Thameslink Railway’s existing support for assistance requests via phone/textphone, online or email.

The app enables customers to:

  • Make a request for assistance for their rail journey
  • Manage their personal details – including a record of the type of assistance required
  • View their travel history
  • Browse rail journeys via the online journey planner.

When using the app, trains tickets for their journey will need to be purchased separately unless a customer is travelling using a season ticket, pay-as-you-go, or planning to purchase tickets at the station.

The app supports screen readers and text to speech tools and is also compatible with mobile assistive support tools such as font re-sizing, contrast adjustment and screen magnification, and will evolve with new features over time.

The Passenger Assistance app can be downloaded onto a smartphone by searching “Passenger Assistance” in the Apple App Store / Google Play Store. Users can create their own profile by entering their email address and choosing a password. Once registered, users can update their profile details, including their assistance requirements and an optional photograph to help station staff to recognise them which are then used in all future bookings. The app enables customers to request assistance for future journeys and view their journey history.

If customers need to travel before confirmation has been received, then they are advised to speak to rail staff or the nearest station Help Point on arrival at the station.

A video about the App is available here.