“It gives you the gift of holding on to your independence”
When Ronnie was diagnosed with dementia nine years ago, her first thought was stark and honest.
“That’s the end of my life as I know it. And that’s been dramatic. It’s the end of my life as I know it. I’ve got a new life starting.”
Before her diagnosis, travelling by train was part of everyday life for Ronnie. She visited friends and family, travelled to work and said yes without having to plan every detail in advance. Trains were familiar, manageable and enjoyable.
When dementia took hold, that confidence slipped away.
“My brain was so tired I couldn’t think.”
Train travel, once loved, became overwhelming. Platforms changed quickly. Stations were busy and unpredictable. Seats were not guaranteed. Ronnie worried constantly about being in the wrong place, on the wrong train, or being questioned for using a disabled seat.
She describes the anxiety of return journeys in particular. Going out earlier in the day often felt manageable, but coming home was different. Fatigue set in, crowds increased and uncertainty grew. Standing for long periods was not an option, yet asking for space felt daunting.
“Not every disability is visible and I’d get quite apprehensive that someone would challenge me. I wouldn’t find a seat. I wouldn’t be able to find the platform if they changed the platform quickly.
“I couldn’t do it.”
Ronnie first discovered Passenger Assistance almost by chance. She began by booking support over the phone and immediately noticed the difference.
“It was so calming. I didn’t know it existed until that point.”
Over time, she moved from phone bookings to the Passenger Assistance website, and eventually to the app, encouraged gently by her son.
Since diagnosis, she has avoided learning new apps. Ronnie said: “I do struggle with apps. I’ll be honest, I can’t do car park ones. My phone’s ready to go out the window. I really don’t like them.”
What made Passenger Assistance different was simplicity and reassurance. Everything is visible, written down and easy to return to.
“It’s written down. So if I’m thinking, did I say that? Did I say this? It’s there. I can see all my previous journeys. To me, that’s magical, because I can’t remember where I went a few days ago, never mind last year.”
With dementia, memory gaps can be unsettling and disorientating. The app removes doubt. Every journey is recorded. Every request is clear. Nothing relies on recall alone.
“If I don’t know, I can check. So there’s no did I book, didn’t I. Did I say this, didn’t I. It’s there.”
The reassurance extends beyond booking. When Ronnie arrives at the station, staff already know she is coming and what support she needs.
“They’ve got it on their phones, so they know I’m coming. They know I’m going to need assistance.”
That sense of being expected transforms the experience. Ronnie no longer has to navigate busy stations alone or repeatedly explain herself. Someone is there to guide her, keep her calm and help her move through the journey.
“With Passenger Assistance, you’ve got someone with you even if you are travelling alone. They’re in charge. They know how to keep you calm.”
She speaks fondly of station staff who recognise her, wave as her train pulls in, or phone ahead if something changes.
“When I travel to Shrewsbury, it’s always the same lady. She waves to me as I pull in. She is so lovely.”
These moments of kindness build trust and reduce anxiety, not just for Ronnie, but for her family too. Her daughter and son feel reassured knowing she is supported from start to finish.
“they don’t like me travelling alone. But it makes them feel more comfortable, because from when I get there to my destination, I’m being looked after.”
Passenger Assistance has given Ronnie something deeply important. The ability to plan her own life.
“It gives me my freedom. It means I do not have to rely on someone being free to come with me.
“I can still plan something on my own. It still makes me feel independent.”
That independence matters. It is not about travelling alone for the sake of it. It is about dignity, choice and confidence.
“I feel in control.”
Ronnie now uses trains more than she has in years. Changing trains no longer terrifies her. Busy stations feel manageable. Christmas trips become something to enjoy rather than avoid.
“Using Passenger Assistance takes any worry or anxiety away.
“You feel safe.”
Ronnie is also an advocate. She co authored a book for people with dementia and regularly recommends Passenger Assistance to those newly diagnosed, especially those who feel technology is not for them.
“A lot of people with dementia, including me, think, oh, I can’t do an app.
“But it is possible. Once you’ve used it the first time and it’s all worked out really well, that builds your confidence.
“It’s so great. And now I do live my best life.”
Passenger Assistance is part of that life. Not as a safety net that limits her, but as a tool that enables her to keep living fully, independently and on her own terms.
“I think it gives you the gift of holding on to your independence.”
For Ronnie, that gift is everything.