Passenger Assistance: What’s It All About?

Accessibility is at the heart of our ethos at Transreport, and our Passenger Assistance technology was developed to create a more inclusive travel experience for all. But what is it? And how does it work?

A woman with olive skin is holding a smart phone in two hands. The screen shows the Passenger Assistance app New Journey page with arrival and departure stations, outbound and connection times, and a Find Trains button that is teal on a white background.

Background

At Transreport, we are aligned to the Social Model of Disability. The model outlines that people are disabled by barriers in their environment, rather than by their individual impairment. These barriers can be both physical and attitudinal. 

Passenger Assistance was developed in direct response to societal barriers to access. Our goal is to use technology to simplify the process of requesting assistance, thereby contributing to more accessible travel. 

“At Transreport, we believe that everyone should be able to travel spontaneously and have the independence and flexibility to go where they want, when they want.” – Jay Shen, CEO and Founder.

How it works

Our Passenger Assistance technology is integrated nation-wide across the UK rail network. You might be familiar with Passenger Assistance as our app or website, which aims to simplify the process of requesting assistance for rail travel. Designed for disabled and older people, it provides another option for passengers who prefer to communicate their access needs in advance. Alternative options include Turn Up and Go, and requesting assistance via phone or email. 

Assistance requests made via the Passenger Assistance app or web version are immediately sent to the train companies. The train companies process the request and you will receive notification in the app as well as an email once this has been done. For journeys where assistance is confirmed, the assistance is carried out by the train companies.

Illustration with a pale grey background. The numbers 1, 2, 3 and 4 are in white text within pink circles and spread at equal distance along two horizontal black lines in roughly the centre of the image. A pink line points upwards from number 1, attached to a white box containing the text "You can communicate your assistance needs in advance through our Passenger Assistance app or website. This can be done at any time before your train departs." Beneath this, sitting on the black lines between the numbers 1 and 2 is an illustration of 2 hands with brown skin holding a smart phone showing the teal "P" Passenger Assistance logo. A pink line pointing downwards from number 2 is attached to a white box containing the text "Your assistance request will be immediately sent to the train companies." Directly beneath the pink line is an illustrated white female with light brown hair in train staff uniform, a navy-blue top with teal tabard, grey trousers and holding a pink whistle. She is standing on light green grass by a train track which runs along the bottom of the image. Behind her in the bottom left corner of the image are 2 green hills, one with a train tunnel leading into it. To the right of the woman is a white, blue and yellow train which is heading towards the tunnel. Behind the train, in the bottom right corner of the image, is a yellow illustration of a train station. A pink line pointing upwards from number 3 is attached to a white box containing the text "You will receive a notification in the app, as well as an email, once the request is processed by the train companies." Between number 3 and 4 on the black lines is an illustration of a smartphone showing a teal message icon with the number 1 in a red circle. A pink line pointing downwards from number 4 is attached to a white box containing the text "For journeys where assistance is confirmed, it will be delivered by the train companies."

Watch the video below to find out more. 

Video Description: An animated guide detailing how to request assistance via the Passenger Assistance app; shown from the perspective of Helen who is a power chair user, and Raj who uses a screen reader to use the app.

Passenger Assistance vs Passenger Assist: What’s the difference?

Passenger Assistance refers to our app or booking website. Passenger Assist is the industry term which refers to the assistance service itself, delivered by the train operating companies.

Left hand side illustration. A large white box containing a teal heading reads We Do. A list underneath with bold text emphasising the first sentence and key points in each bullet. Point 1 ‘Provide technology called Passenger Assistance which is used by train companies to process all assistance requests, regardless of how and when they have been communicated (not to be mistaken with the Office of Rail and Road industry term ‘Passenger Assist’)’. Point 2 ‘Offer an additional way to communicate your access needs. Our Passenger Assistance technology is also used by train companies to manage Turn Up and Go journeys'. Right hand side illustration. A large white box and a pink heading at the top reads We Do Not. A list underneath with bold text emphasising the first sentence and key points in each bullet. Point 1 ‘We do not provide assistance services directly and we do not confirm, amend or cancel requests. Point 2 ‘We do not view technology as a substitute for people. We prioritise close collaboration with key stakeholders including disabled people and train companies to gather feedback.' There is a light grey background, with a teal banner at the bottom and on the left-hand side an illustrated image of hands with brown skin holding a smart phone with the Passenger Assistance ‘P’ logo on the screen. Bottom centre is a green hill with a tunnel. A yellow, green and white train is headed towards it.

Creating a profile

It’s easy to set up an account and create a personalised profile on our app – simply input your access needs and if you wish, upload a photo. Your information is stored securely for your next journey, which means you can request assistance in just a few taps.

Watch the video below to find out more.

Video Description: A tutorial showing how to make an account and create a profile on the Passenger Assistance app (Android version).

Making an assistance request

After booking your train tickets, you can select your journey on the New Journey page in the app. You can then input your access needs on the Journey Assistance page. Then simply confirm your details! 

When you use Passenger Assistance, you will never be asked to disclose specific information about a medical condition. We are focused on accommodating access needs and reducing barriers. 

Watch the video below to find out more. 

Video Description: A tutorial detailing the steps to make an assistance request in the Passenger Assistance app (Android version).

What to do if something goes wrong on the day

Our technology has been designed to streamline processes and provide further reassurance that assistance will be in place for your journey. However, we recognise that no process is perfect and that sometimes things do go wrong.  

If you need support on the day, you should speak to a member of rail staff. You can find contact details on your journey confirmation email. Alternatively, we advise using a station Help Point.

Looking to the future

The Transreport team is committed to our goal of democratising public transport. 2024 is an exciting year as we are expanding our Passenger Assistance technology to both Japanese rail and aviation. We envision a world where everyone has the autonomy and support to travel via different modes of transport. We will continue to work towards this goal of greater inclusivity.  

You can download the Passenger Assistance app on Google Play or the Apple App Store. Alternatively, you can use our web version. For more information, you can visit the following link: https://passengerassistance.com/