More than 50 per cent rise in TPE customers using Passenger Assist service

The train operator has seen a 62 per cent rise in people using the service since last year – a total of more than 18,200.

Passenger Assist is a nationwide service, where those that need assistance to travel by train can book in advance or request help at a station.

Most TPE stations have staff in attendance to provide this service to passengers and can include helping them on and off trains, along platforms, up lifts or steps, or taking customers from the station's concourse to the trains, and from trains to the station’s exit.

Onboard, staff will help customers find their seats and TPE trains also have dedicated wheelchair user spaces, priority seating, accessible toilets as well as audio and visual announcements.

The service can be booked with as little as two hours' notice before you travel. TPE’s Passenger Assistance Team is on hand to help people discuss and plan their journeys 24 hours a day, seven days a week (excluding Christmas Day and Boxing Day).

Where possible, the operator recommends that people book assistance two hours in advance but for anyone that needs a hand on the day, there is a Turn Up and Go service available where staff will still do everything they can to provide a hassle-free journey.  

WATCH: How to request assistance and the different ways TPE can support you

Chris Jeffery, Accessibility and Transport Integration Manager at TPE, said: “It’s brilliant that more and more people are using this service. We know that travelling by rail can be challenging for some customers and we are committed to doing everything we can to make it easier and more accessible for everyone.  

“By booking Passenger Assist, we can customise the service to your requirements and get you from A to B. It’s really easy to use and can be booked by phone, online, using the Passenger Assistance app, via WhatsApp, using Text Relay, or using BSL.”

TPE has an ongoing commitment to improving accessibility and inclusivity on its services – and recently completed testing a cutting-edge announcement system designed to improve journeys for those with a hearing impairment.   

The new system allows passengers to read real-time transcriptions of live announcements made by conductors on TPE’s onboard screens. This is especially helpful for customers with hearing loss or even those wearing headphones - making sure they don’t miss important information.   

Toilets and seating are being improved across the TPE network, including the addition of a new Changing Places facility at Stalybridge and improvements to make Middlesbrough’s accessible toilet stoma friendly.   

Chris added: “These improvements are just some of the ways we are creating better journeys for our customers, and we are working hard to make sure our services and stations are accessible and inclusive for everyone.” 

To book Passenger Assist call 0800 107 2149 or WhatsApp message ‘Assisted Travel’ to 07812 223336 and the TPE team can help with booking.  

Alternatively, bookings can be made online at: www.tpexpress.co.uk/help/passenger-assist