Travelling is exciting, but it can also be stressful. Whilst disabled and older people have the right to travel without the need to request assistance in advance – planning ahead can help mitigate any unexpected or unpleasant surprises, which is why I find the Passenger Assistance App helpful.
I not only travel for pleasure but for work. My name is Joe, I’m a wheelchair user, and I’m the Community Manager at Euan’s Guide, the award-winning disabled access charity. In short, my job is to visit transport locations around the UK to review accessibility and improve the information available to disabled passengers as part of our new travel-focused project. At Euan’s Guide, our mission is to improve the disabled access information available and make it easier, safer and more rewarding for disabled people to find and visit accessible places.
Recently, I travelled from Glasgow to Aberdeen for work. I first purchased train tickets on the ScotRail website, making sure to take advantage of my Disabled Persons Railcard. I then requested assistance via the Passenger Assistance App, matching my departure date and time with my ticket booking and leaving a note explaining the type of assistance I need.
When I arrived at Queen Street Station I spoke with Steven, who works for Network Rail, and provides assistance to disabled and older passengers. Steven let me know that he was expecting me, reading my name from the sheet before I had time to offer it.
I took the opportunity to have a short chat with Steven who spoke of the station-side of the Passenger Assistance App, he liked how helpful it is, particularly how it allows stations to communicate with each other, and that amendments can be made quickly when passengers arrive early or need to make a change to their journey. This not only benefits passengers who have requested assistance in advance but allows for the creation of profiles to relay the access needs of passengers who choose to travel on the day.
The Inter7City ScotRail train I boarded had a pretty steep ramp, but Steven supported me in boarding and guided me through to the accessible space I’d booked. Knowing that my assistance was booked, brought a sense of ease. When I arrived at Aberdeen 2 hours and 40 minutes later, I was met with a smile and assisted from the train. I didn’t get the chance to get the man’s name but I was sure to thank him. The staff at the gates opened the accessible gate for me and waved me through.
Before I left Aberdeen Railway Station, I spoke with Louise at the Information desk. Louise works for Network Rail and assists disabled and older customers in making their journey. Knowledgeable about accessibility overall and eager to help, she took time to speak to me about her role and how Transreport’s Passenger Assistance App has changed things. She highlighted the benefits of having a customer’s access needs provided in advance so that the support provided is bespoke to each passenger.
My time in the city was spent reviewing accessibility at transport hubs and popular visitor locations, and I documented my experience at the station on Euan’s Guide. I found Aberdeen to be a lovely city, though there are a fair few hills to be aware of – sore on the arms if you’re a manual wheelchair user (trust me).
On my way home, I encountered Louise again and it was like chatting to an old friend. We had a laugh about some silly events I encountered on my visit to the city, and she made sure that I got on the train. A member of the assistance team at the station helped me onto the train quickly and efficiently, so efficiently in fact that we didn’t have time to talk but they made sure I was comfortable before heading off to their next passenger. Though Aberdeen Railway Station is small, it’s busy, so I understood the haste.
On the journey back to Glasgow, along what has to be one of the most scenic routes in Scotland, I spoke with Sue. Sue lives in England but loves spending time in Scotland. She boarded the train at Dundee with help from the station staff, so I thought I’d ask her about her experience with the Passenger Assistance App.
Sue, an experienced traveller, told me that she loves the app, and likes how she can travel, confident in the knowledge that her access needs will be met. Sue has a true sense of adventure and enjoyed telling me of the places she’s been.
In my opinion, one of the real purposes of the Passenger Assistance App is to dismantle travel barriers for disabled and older people who need a little support to make that trip they’ve been longing to make. I find rail is a pleasant way to travel and a great way to see parts of the country you may not otherwise get to see. Call me romantic but there’s wonder in the dramatic landscapes of the UK, and I love to see the transition from farms to fens, and on that rare coastal route, the sea.
I’ve touched on what travelling with confidence means in a general sense, but it’s much more than just knowing I’ve requested assistance, it’s leaving the house without fear, recognising the challenge but not letting it stop me, and being out there in a world that many disabled and older people feel excluded from. When I can lift my head and cross that threshold, knowing that I can go where I need to go, that’s confidence.
If you’d like to explore another way to request assistance, you can install the Passenger Assistance app on your smartphone or try out the web version at the following link: passengerassistance.com
It brings peace of mind knowing that staff understand what assistance you need, so you can focus on your journey. Get out there!
About the Author
Joe Logue is the Community Manager at the award-winning disabled access charity Euan’s Guide. With a focus on travel as a disabled person and a passion for writing, he’s eager to share his experiences and open the world to others living with a disability.
