カテゴリー: Passenger Assistance App

Defining Barriers

Part 4 of 5 in our Social Model of Disability Blog Series…

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Central heading reads "Defining Barriers" in black and pink font on a pale grey background with "Part 4 of 5 in our Social Model series..." underneath in black. Circular photo top right of a hand holding a white and gold sign reading "Let's get social" in all capitals and black font. Passenger Assistance logo top left, a teal P with Passenger Assistance to its right in black font.

Definition

The Social Model of Disability outlines that environmental and social barriers have a disabling impact on people with impairments. 

These barriers prevent access and perpetuate discrimination and exclusion. 

An inclusive society is an accessible society. Dismantling disabling barriers is therefore imperative for social equity. 

Top central heading reads "Categories" with 3 teal bubbles arranged below in an upside down triangle shape. The top left bubble reads "Physical", the bubble to its right reads "Attitudinal" and the bubble below reads "Informational". Black text and a pale grey background.

  • Physical barriers relate to the physical environment, e.g. building infrastructure, aisle width, lack of step-free access. 
  • Attitudinal barriers refer to people’s perceptions of disability and include ableism, both conscious and internalised.  
  • Informational barriers relate to communication. For example, the absence of a BSL interpreter at an event, or lack of alt text on images. 
  • These are just three barrier categories – there are many more and they often intersect!

At Transreport

The purpose of our Passenger Assistance technology is to reduce barriers that Disabled and older people face when travelling. 

Technology and innovation play an important role in fostering inclusion. Our technology is not a solution for an inaccessible society. 

It provides an additional option for communicating access needs, to empower choice and communication.

Teal speech marks top left. Central quote reads "It has enabled a vision of ourselves free from the constraints of disability" in black font and then "and provided a direction for our commitment to social change" in pink font. Beneath the quote is "- Liz Crow" in black font. Pale grey background.

Easy Read Version

Graphic of a yellow and black striped barrier with a red no entry sign in a white circle in the middle. Text to the right of the graphic reads "The Social Model says people are disabled by barriers in the world around them. A barrier is something which makes you less able to take part." Black text on a white background with a teal frame.
Graphic of a man with short brown hair, a white shirt, blue trousers and brown shoes, breaking through a brick wall with a sledgehammer and smiling. Text to the right of the graphic reads "We need to remove barriers so everyone can take part." Black text on a white background with a teal frame.
Graphic of a white wheelchair ramp inside a blue circle. Text to the right of the graphic reads "There are lots of different barriers. One could be physical barriers. Like no step-free access for wheelchair users." Black text on a white background with a teal frame.
Graphic of a woman with short dark curly hair, an orange t-shirt, blue trousers and orange shoes, standing with one hand on her hip and the other outstretched pointing at someone. Her mouth is open as if she is shouting and she wears an angry expression. Text to the right of the graphic reads "What people think and feel can also be a barrier. They make think disability is bad." Black text on a white background with a teal frame.
Graphic of a purple and green photo icon overlapping a yellow square with black lines on that represents paper with writing on. Text to the right of the graphic reads "Barriers can also be about the way we write and talk. Like not saying what a photo is with words. Or not having a choice in how we get information." Black text on a white background with a teal frame.
Graphic of a venn diagram with 3 overlapping circles labelled A, B and C. Circle A is red, B is yellow and C is blue. Text to the right of the graphic reads "There are lots of different barriers. Some people may have more than one barrier." Black text on a white background with a teal frame.
Teal P Passenger Assistance logo. Text to the right reads "We created our Passenger Assistance technology to reduce barriers for Disabled and older people when travelling." Black text on a white background with a teal frame.

Inclusive Language

Part 3 of 5 in our Social Model of Disability Blog Series…

Click here to jump to Easy Read version.

Central heading reads "Inclusive Language" in black and pink text on a pale grey background. Text beneath this reads "Part 3 of 5 in our Social Model series..." Circular photo top right of a hand holding a white and gold sign with "let's get social" in all capitals and black font. Passenger Assistance logo top left, a teal P with Passenger Assistance to its right in black font.

Background

Language is a powerful tool for defining social groups, and the language we use has real implications. 

Historically, the language used to describe Disabled people has been medicalised or pitying, reflecting social perceptions of disability as negative. 

The language used is largely influenced by the Medical and Charity Models of Disability. 

The Social Model moves away from this type of language to more positive and accurate framing of experience. 

Medicalised or charitable descriptions of disability exacerbate negative stereotypes and contribute to ableism. 

Inclusive language refutes the idea of Disabled people as vulnerable and emphasises the importance of identity.

Teal textbox reads ""Language has always had the power to define cultural groups." - Haller et al" in black font. Pale grey background.

Identity First

Many Disabled people adopt identity-first language because it forefronts disability. 

For example “Disabled person” is identity-first. Whereas “A person who is disabled” is person-first language. 

Identity-first language can be related to disability pride. 

It also links to the Social Model because it emphasises people with impairments are disabled by society. 

This places responsibility on society itself to be more accessible.

Individual Preference

  1. Everyone has their own preferences when it comes to the language they use to describe themselves. Disabled people are not a homogenous group. 
  1. Identity is an individual experience. It is important to be respectful of everyone’s preferred language. 

At Transreport

We are a Social Model aligned company and we use identity-first language. 

We recognise language shapes how we see each other, and the value we place on cultural groups. 

Accessibility and inclusion is at the core of our ethos. We circulate best practice guides for language for internal colleagues and external partners.

Teal speech marks top left. Central quote reads "Language can diminish or empower people" in pink and then "and what is acceptable to Disabled people changes over time, culture and location." in black. With "- Lynn Wilson & Nicola Martin" beneath in black font. Pale grey background.

Easy Read Version

Graphic of a blue book with white text on the cover reading "Dictionary A-Z" in white font and capital letters with a red ribbon bookmark. Text to the right of the graphic reads "Language is powerful. The language we use can make people feel different things." Black text on a white background with a teal frame.
Graphic of a clipboard with cream paper and a blue cross in a circle. Text to the right of the graphic reads "When people talk about disability they can focus on what is "wrong" with the person. This is the Medical Model of Disability." Black text on a white background with a teal frame.
Graphic of a grey box with the word "donations" on it and 3 hands in different coloured sleeves putting items in the box. The hand with the blue sleeve is dropping a dollar in the box, the hand with the yellow sleeve is dropping a heart shape and the hand with the orange sleeve is dropping a card. Text to the right of the graphic reads "When people talk about disability they can also think Disabled people need to be taken care of. This is the Charity Model of Disability." Black text on a white background with a teal frame.
Graphic of a woman with long brown hair and a white t-shirt holding her had up with the word "no" written on her palm in big capital letters. Text to the right of the graphic reads "Thinking in this way can be unhelpful because it thinks disability is bad." Black text on a white background with a teal frame.
Graphic of a white thumbs up emoji in a green circle. Text to the right of the graphic reads "The Social Model does not do this. It changes the idea that Disabled people need to be helped or changed." Black text on a white background with a teal frame.
Graphic of 3 black horizontal lines, one underneath the other. Each line has a different coloured heart on the left hand side (top line has red, middle has green and bottom has blue). Each line also has a yellow circle at a different point along the line. Text to the right of the graphic reads "Some people like to say Disabled person. Some people like to say person with a disability." Black text on a white background with a teal frame.
Graphic of 2 cupped palms in blue sleeves holding 3 people icons, one in a green shirt, one in a red shirt, and one in a yellow shirt. Text to the right of the graphic reads ""Disabled person" puts the word disabled first. This shows people with impairments are disabled by barriers around them." Black text on a white background with a teal frame.
Graphic of a pink and yellow striped party popper surrounded by yellow stars and blue circles. Text to the right reads "The words "Disabled person" can show people are proud to be Disabled. This is Disability Pride. Disability Pride celebrates not thinking disability is bad." Black text on a white background with a teal frame.
Graphic of a hand pointing at a yellow circle with a white tick inside. Beside this is another circle, this time red with a white x inside. Text to the right of the graphic reads "People use different words to talk about themselves." Black text on a white background with a teal frame.
Teal P Passenger Assistance logo. To the right, text reads "Transreport uses the Social Model. We say Disabled people." Black text on a white background with a teal frame.

Defining Disability

Part 2 of 5 in our Social Model of Disability Blog Series…

Click here to jump to Easy Read version.

Central heading reads "Defining Disability" in black and pink font on a pale grey background. Black text beneath this reads "Part 2 of 5 in our Social Model series..." Black circular photo top right of a hand holding a white and gold sign that reads "Let's get social" in capital letters and black font. Passenger Assistance logo top left, a teal P with Passenger Assistance to its right in black.

The Social Model of Disability makes a very clear distinction between disability and impairment. 

“a focus not on the individual and impairment as the problem but on the need to address social, economic and environmental barriers” 

– Jenny Morris

Pale grey background with a teal line down the middle. Pink box on the left contains the heading "Impairment" and beneath this is the text "A person's individual difference such as being deaf or visually impaired. Impairments can be physical, cognitive or sensory." On the other side of the teal line, pink box with the heading "Disability" with text below reading "The social consequence of disabling barriers faced by people who have impairments. Recognising that disability is socially constructed means barriers can be removed." Black text.

Personal Experience

The Social Model of Disability does not look to erase the experience of having an impairment. 

But it emphasises that inequality, ableism and exclusion are not consequences of having an impairment – rather, they are caused by the way society is organised.

In a Nutshell…

“The social model doesn’t deny the importance of impairment. It actually enables us to focus on our needs relating to impairment, because it means we can separate these out from the disabling barriers we experience.” 

– Jenny Morris

At Transreport

Our Passenger Assistance technology was designed by Disabled people for Disabled people. The process for requesting travel assistance should be simple, humanised, and inclusive. 

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

A set of teal speech marks top left on a pale grey background. Central quote reads "a person is disabled when he or she is socially prevented from full participation by the way society is arranged" in black and pink font with "- Vic Finkelstein" below in black font.

Easy Read Version

Graphic of a yellow lightbulb radiating light. Text to the right reads "The Social Model says disability and impairment are different." Black text on a white background with a teal frame.
Graphic of a woman's side profile. She has blue hair a pink shirt and a hearing aid. Text to the right reads "Impairment is a person's difference. For example, being deaf or visually impaired." Black text on a white background with a teal frame.
Graphic of an orange barrier with an orange and white striped sign. Text to the right reads "People with impairments might have barriers in the world around them. Barriers make you less able to take part. This is called disability." Black text on a white background with a teal frame.
Graphic of a woman with a short sleeved blue collared shirt and brown hair, speaking into a white megaphone and holding a white picket sign. Text to the right reads "This does not mean people do not have impairments. People can change or remove barriers." Black text on a white background with a teal frame.
Pink graphic of 2 cupped hands with 3 people icons above. Text to the right reads "People are left out when the world has barriers. Removing barriers means we can all be included." Black text on a white background with a teal frame.
Teal Passenger Assistance logo. Text to the right reads "Our Passenger Assistance technology was made by Disabled people for Disabled people." Black text on a white background with a teal frame.
Teal graphic of 2 hands holding a heart shape. Text to the right reads "You will never be asked to give medical information when you use Passenger Assistance. Passenger Assistance lets you tell people what you need for safe and simple travel." Black text on a white background with a teal frame.

Social Model Explained

Part 1 of 5 in our Social Model of Disability Blog Series…

Click here to jump to Easy Read version.

A pink rectangle takes up the bottom half of the image, containing the white heading "Social Model of Disability". White background with 2 teal semi-circles above this, cutouts of the "P" Passenger Assistance logo. Circular photo on the right shows a hand holding a white and gold sign which reads "let's get social" in capital letters and black font. The Passenger Assistance logo sits top left, a teal P with Passenger Assistance to its right in black.

The History

In the 1960s and 1970s, the UK Disabled People’s Rights Movement was gaining momentum. Disabled people began to collectively challenge social exclusion, and demand equal access. 

This included challenging problematic and unhelpful frameworks for understanding disability at the time, including the Medical and Charity Models of Disability – more on those later in the series! 

The Social Model of Disability has its roots in the work of the UPIAS (Union of the Physically Impaired Against Segregation). The union pushed to move away from the narrative of disability as a medical or charity issue, to a civil rights and equality issue. 

The Social Model was given its name in 1983 by Mike Oliver, a disabled academic and activist who is widely recognised as one of the instrumental advocates for the model.

Key Messaging

  1. People are disabled by barriers in their environment, not by their impairment or difference. 
  2. There are many types of barriers. For example, barriers can be physical, attitudinal, or related to information and communication. 
  3. By identifying disabling barriers, we can remove them. The Social Model acts as a tool to drive social change. 

At Transreport

We are aligned to the Social Model of Disability and envision an inclusive world for all. 

Our Passenger Assistance technology was developed in direct response to societal barriers to access, to simplify the process of requesting assistance for journeys for Disabled people. 

We believe that everyone should experience equal access to safe, dignified, inclusive travel.

Pale grey background with a set of teal speech marks top left. The central quote reads "the social model is not about the personal experience of impairment but the collective experience of disablement" in black and pink text. "- Mike Oliver" is underneath in grey.

Easy Read Version

Graphic of a brown book with "History" on its cover in gold. To the right of the graphic, text reads "The Social Model of Disability began in the 1960s with the UK Disabled People's Rights Movement. It was given its name by a Disabled academic Mike Oliver in 1983." Black text on a white background with a teal frame.
Graphic of a blue barrier with a circular red no entry sign in the middle of it. To the right of the graphic, text reads "The Social Model says people are disabled by barriers in the world around them." Black text on a white background with a teal frame.
Graphic of a raised hand with a pink circle overlapping the palm which contains a white "x". Text to the right of the graphic reads "A barrier is something which makes you less able to take part." Black text on a white background with a teal frame.
Graphic of an orange and white striped rectangular barrier. Text to the right of the graphic reads "Barriers can be: Physical, Attitudes, Information" in a bullet point list. Black text on a white background with a teal frame.
Graphic of a man with short brown hair, a white shirt, navy trousers and brown shoes, kicking a grey barrier with has smashed to pieces. Text to the right of the graphic reads "Understanding what the barriers are means we can remove them." Black text on a white background with a teal frame.
Graphic of a pink brain with arms, legs and a smiley face, holding a yellow lightbulb. Text to the right of the graphic reads "The Social Model of Disability is a way of thinking about disability. It can change the way people think." Black text on a white background with a teal frame.
Teal P Passenger Assistance logo. To the right, text reads "We use the Social Model of Disability at Transreport. We created our Passenger Assistance technology to reduce barriers." Black text on a white background with a teal frame.
Graphic of a grey and green train with yellow headlights, show from the front on a grey track beside a grey platform. Text to the right of the graphic reads "Everyone should have safe and inclusive travel." Black text on a white background with a teal frame.

LGBTQIA+ Inclusion in Business: Carrying Pride Forwards

As an LGBTQIA+ disabled woman, Pride to me is a celebration of my identity. My career is a significant part of that identity, so it’s important the environment I work in is one where I can fully be myself.

A photo of Mary Senier, Transreport's Social Media and Communications Executive. Mary is a white woman with blue eyes and a midlength brown mullet. She is wearing a black blazer and smiling, resting her face in one hand.
Mary Senier, Transreport’s Social Media and Communications Executive

39% of LGBTQIA+ employees believe being out at work would result in discriminatory treatment. According to the Deloitte Global 2023 LGBT+ Inclusion at Work Report, one third of respondents were actively trying to find a more LGBT+ inclusive employer. This underlines the global business need to foster queer inclusive workplaces.

It’s also important to celebrate the progress that has been hard fought for. More businesses are taking steps to better support LGBTQIA+ employees and there is a general upward trend in inclusion efforts. Acknowledging what’s working well is useful for dismantling attitudinal barriers, and for embedding queer inclusion policy in corporate initiatives on a wider scale.

Allyship has a huge role in whether people feel comfortable disclosing their sexual orientation or gender identity at work. Understanding this means businesses can cultivate allyship within teams through education and training, to create an equitable working environment for LGBTQIA+ colleagues.

Pride Month provides an important catalyst for meaningful conversation around internal policy. Organisations must carry this commitment forwards by rejecting tokenism and rainbow-washing, and instead embedding queer inclusion in daily practice. LGBTQIA+ inclusion is not a tick box; it’s the morally right thing to do, and a corporate responsibility.

Inclusion and accessibility are at the core of Transreport’s ethos. From day one, I felt comfortable sharing my lived experience as a bi, chronically ill creative, and that knowledge has been consistently valued. Hiring and supporting diverse talent unlocks a stream of creativity and ideas. LGBTQIA+ identity is a professional strength, and I am proud to work for Transreport who champion this perspective.

Three Generations, One Train Journey: How Passenger Assistance Makes Family Adventures More Enjoyable 

An illustration of a red and grey train traveling along a track beside green grass with trees and a bright blue river. The trees are reflected in the water and there are blue mountains with a blue sky and fluffy white clouds in the background. The train is seen from the front but its carriages curve around the track and the river to the left of the image. The image is bright and conveys a sense of warmth and a long journey.

Sunshine! Finally, the long winter had loosened its grip, and the promise of golden fields and warm air whispered of long-awaited adventures. This time, the adventure involved a train journey to Surrey, a chance for a special family outing with my daughter, Sunny (26), and my mum, Glenys (a sprightly 75!). 

Now, train travel can be a mixed bag for our little family unit.  While we all share a love for exploring new places, we each have our own set of needs that can sometimes turn a trip into a bit of a logistical dance. For me, as a wheelchair user, navigating stations and boarding trains requires its own kind of assistance. Sunny, on the other hand, has anxiety, particularly in crowded spaces like train platforms. And then there’s Mum – bless her heart – her enthusiasm for outings has often overshadowed her awareness of her body’s needs, especially when it comes to her breathing difficulties. 

In the past, trying to coordinate all our individual needs could be a stressful experience. There was the time Sunny, running late and overwhelmed by a crowded platform, ended up on the wrong train, leading to a cascade of anxiety and a vow to never trust trains again. Needless to say, that particular excursion wasn’t exactly conducive to a fun day out! Mum, on the other hand, has pushed herself too hard on occasion, leaving her breathless and needing to rest for the entire afternoon upon arrival and missing out on a lot of fun. Perhaps that’s a hereditary trait – something to keep an eye on, Sunny (of course, we all know Mum would never admit it, but the resemblance is uncanny)! 

Thankfully, I know how much using the Passenger Assistance app has transformed my train travels and so I was excited to introduce it to Sunny and Mum for our trip to Surrey. All our access needs are different and I love how the app is so inclusive. Our assistance requests were sent from the app to the train company who carry out the assistance. When we arrived at the station, a member of station staff helped me from the platform onto the train and I began the day relaxed and ready to enjoy the journey. Sunny felt a sense of calm by requesting help finding her seat. The app was a big help for Mum too as by communicating her breathing difficulties to staff, she felt empowered to take things at her own pace. She enjoyed the journey more, chatting with us and taking in the scenery. 

If you’re thinking of planning your own family adventure, the Passenger Assistance app is a fantastic option if you prefer to request assistance ahead of the day. You can download the app or request assistance online at https://passengerassistance.com/ 

We were headed towards a favourite Surrey High Street for our day out, to do a spot of shopping, but accessibility proved to be a bit of a challenge. Some of the shops we wanted to get into weren’t set up for wheelchairs, which was frustrating but sadly not unexpected. Still, we managed to find some treasures. Mum finally found the photo frame she’d been searching for and I treated myself to a new candle (seeing as my ADHD brain loves indulging in scent so much!). 

Feeling a little hungry, we found a lovely cafe tucked down a side street with level access, where we could relax and enjoy a delicious spot of lunch. Of course, Mum had to have her obligatory “nice cup of tea”! 

By the afternoon, I started to feel a bit tired, so we decided to head back to the station. It had been lovely but I knew I was reaching my limit. The return journey was just as smooth as the first and we chatted happily about our little adventure. It was such a simple pleasure, just being together, laughing and chatting like only we can do. 

On our journey home from Surrey, afternoon sunlight streamed through the train windows, bathing the countryside in burnished gold as we rattled towards the south coast. The gentle rumble of the tracks lulled us into a peaceful rhythm, a welcome change from how we’d sometimes struggled in the past. 

As we didn’t need to frantically search for seats, we were instead able to relax into the return journey. We laughed together as Sunny showed Mum some funny cat videos on her phone (which Mum tolerated with gentle amusement!). There were a few damp eye moments too, as we reminisced over past precious moments together. Living far away from each other makes these in-person connections all the more special. 

It definitely isn’t always this easy. Thinking of the times I can’t leave home due to my health only reminds me to cherish these moments more. To be fully present, watching the early summer sunshine dapple the passing landscape and basking in the love of my family. 

Goodbye Hibernation, Hello Exploration: My Seasonal Journey as a Disabled Traveller 

Spring has arrived, flowers are popping up and longer days coming back at last! For me, as a disabled traveller, it’s like a wake-up call, cheering me on and nudging me to step more daringly out of my comfort zone. Don’t get me wrong, winter has its charms, cosy nights in and cups of steaming hot chocolate for starters, but its chilly weather isn’t always great for inclusion. There’s a certain magic in the spring air that gets my adventurous spirit tingling. It’s like my body itself throws off the winter blanket and says, “Let’s go exploring!” 

A watercolour-style illustration of a red and cream train with a beige roof and dark windows in front of a turquoise sea. The train is positioned towards the bottom right of the image on top of a section of green grass with colourful flowers which runs along the bottom of the image. The ocean behind the train is quite a small strip running parallel above the grass. In the top left of the ocean is a red and white striped lighthouse. Above the ocean two fluffy white clouds sit on the horizon line. Most of the image is then blue sky with a blurred blue sun top left and white seagulls.

Recently that travel itch led me to Bristol to see a friend. We only see each other around once a year, so this day trip was eagerly – and long – awaited. Good food, good company and the hope of spring sunshine, what more could I ask for? 

Well, maybe wheelchair accessibility… and a little more time in the morning! Thanks to my lovely friend ADHD, time blindness decided to join me that day and minutes vanished quicker than a new years resolution. Poof! Gone! The meticulously planned morning routine went out the window. What should have taken ten minutes to complete stretched into an hour. Ten minutes turned into twenty, then thirty and suddenly I was staring at the clock in horror. The train departure loomed large and a cold knot of panic began to tighten in my stomach. Was this it? Was my grand Bristol adventure going to be derailed before it even began?  The familiar voice of doubt started whispering its insidious message: “Maybe you should just stay home. It’s too much hassle. You’ll never make it on time.”… 

But I’ve learned to work with my wonderfully whimsical body. It’s a partnership that’s taken time and patience, but it’s more than worth it. Winter finds me craving warmth and comfort and venturing outside is a constant battle against the elements for us wheelchair users. But I know that my mental wellbeing suffers if I don’t get that dose of fresh air. 

But spring…ahh spring. Now that is a different story! It’s my personal awakening. The promise of warm sunshine a gentle hand on my back, urging me forward. With the warmer weather comes a boost of confidence. It’s as if the extra daylight gives me an extra dose of “I can do it!” attitude. My sluggish, reluctant winter-body becomes invigorated, excited by the possibilities. As the ice melts outside, so melts my reluctance to stray from home, and I’m reminded how my body is in conversation with the world around me. 

I had my own accessibility resource in my pocket – the Passenger Assistance app. Requesting assistance in advance meant one less worry swirling around in my head. No last-minute scrambles, just the reassurance that assistance would be there when I needed it. It might sound like a small thing, but that sense of security makes a world of difference for me. 

If you’re planning your own spring adventure and have access needs, you can download the Passenger Assistance app or visit their website at the following link: https://passengerassistance.com 

So, back to my Bristol escapade. With a deep breath and a silent “what if I don’t?” (my mantra for combating those annoying panic gremlins), I pushed myself to go out the door and catch that train. The journey was smooth and by the time I rolled into Bristol Temple Meads station, that welcome feeling of personal accomplishment washed over me. 

And then, there she was, my friend, beaming her “hello you!” outside the station. The relief, the joy, the pure happiness of that moment – that’s what makes every adventure, every push outside my comfort zone, so utterly worth it. 

About the Author

“In 2019, life changed when I faced a sudden change in my disability and became a full-time wheelchair user. After a short period battling my situation, instead of fading away, I chose to embrace my new reality. Now, I advocate for inclusivity and acceptance. I’m proud to promote self-confidence, leading discussions on empowerment on shows like This Morning and platforms like BBC Radio and London Fashion Week. My goal is to celebrate uniqueness and empower everyone to confidently take their place in the world.”

Sandie Roberts has short grey hair and red lipstick, wearing a blue/grey blazer. Sandie sits holding their chin in one hand.

Sandie Roberts

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.

使い方

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/ 

My Neurodivergent Nightmare Journey: Why It Didn’t Stop Me Travelling

April can be quite the month for us neurodivergent lot – Autism Awareness Day gets the world chatting about inclusion and empathy. But what happens when the flashy worlds of awareness campaigns collide with the real-life journey of a neurodivergent explorer?  

As someone deeply involved with disability and neurodiversity, I thought I’d chat today about a recent, raw experience – from heart-pounding anxiety to sweet relief. My tale twists and turns yet, I reckon finishes on an empowering note. 

The background is blue paper and this is ripped to reveal the word "neurodiversity" in white text on a black background. On top of the blue paper are colourful cogs.

Trains can be both a hurdle and a sanctuary for many of us neurodivergent folks. I find the constant hum of noise and chatter amidst the gentle swaying can sometimes be a bit much. Nevertheless, they’re also prime spots where I can let my mind roam, catch up on some work or my latest telly boxset, or simply soak in the beauty of the passing scenery. 

Before stumbling upon Transreport’s Passenger Assistance app, train travel could easily be a nightmare for me. The dread of not being able to hop on a train with my wheelchair would flood me with anxiety. As a full-time wheelchair user, I now routinely use the Passenger Assistance app for all my train journeys. But a recent hop into London for an event highlighted that this tool can be helpful for logistical and emotional access needs, as well as physical – something I hadn’t previously considered. 

On that evening, I had expended a fair amount of emotional stamina to combat social anxiety that nearly derailed – pardon the pun – my evening before it even started. After using the app to request my usual assistance of a ramp and wheelchair spot for my train into Paddington, I settled in for the journey. I used the time to collect myself, hoping for a sense of calm to wash over me as I approached the station. 

I then rolled through London using the tube, admiring the step-free access at the stations. Although, figuring out the elaborate lift systems was like cracking the DaVinci code – it’s almost like you need a PhD just to understand those diagrams! 

Picture then, the dread that seizes me when I realise that I’d forgotten to check the final address for the event – thanks ADHD brain – and I’d arrived at the wrong station. There I sat, surrounded by the chaotic amalgamation of sights and sounds of a Friday night in central London, hurtling full throttle into meltdown. 

To some it might appear a tiny mishap, but I felt lost – both spatially and in society.  Anxiety loomed as the truth dawned and I realised what had happened.  I sat frozen by my error, staring blankly at the ticket barrier in the station.   

My ADHD brain was having a really tough day. I found it incredibly difficult to decipher the train maps or figure out how to reach the right platform. The complexity of the situation felt overwhelming, making it hard to focus or function at all.  

Fear, fatigue, and a sense of surrender threatened to swallow me, making me contemplate throwing in the towel and heading back home. As I was sitting there feeling lost and unsure of what to do next, I felt relieved when the station staff saw I needed help. They kindly offered to help me locate the right train to reach my destination.  

When using the Passenger Assistance app, I used to request only a ramp and wheelchair space. Now, I understand I can ask for more assistance for access needs that may not be related to mobility, such as finding the platform and my train, as well as finding a seat. The app accommodates a wide range of access needs, and you can create a profile to save yours for future journeys, which I find helpful with ADHD and cognitive difficulties, making life just that little bit easier.  

That night could have gone one of two ways. But instead of feeling more intimidated, it actually increased my confidence for solo travel. What could have sent me scurrying home, anxious and defeated, instead increased my capabilities. No one becomes a success story in this world without some help along the way!  That night, faced with a pivotal decision – retreat or persevere – I decided to steam ahead. And I’m so glad that I pressed on with my journey because I had a fabulous night, connecting with some wonderful humans and engaging in important conversations.  

As I share this tale of victory with you, I hope the butterfly effect will open your world simply by reading it. Society frequently shows us disabled and/or neurodivergent lot as fragile and deserving of pity. I refute these clichés and hope to show that divergence or disability can be a marvellous, life-enhancing part of us, not a tragedy. We simply require the right support to enable us to wring every ounce of joy out of the world we live in.  

I definitely recommend using the Passenger Assistance app for your travels. I love that you can input your individual access needs and I personally find this enriches my experience, giving me more confidence to explore the world. You can download the app to request your assistance, or to find more information, you can visit the following link: https://shorturl.at/yBFQ7 

About the Author

“In 2019, life changed when I faced a sudden change in my disability and became a full-time wheelchair user. After a short period battling my situation, instead of fading away, I chose to embrace my new reality. Now, I advocate for inclusivity and acceptance. I’m proud to promote self-confidence, leading discussions on empowerment on shows like This Morning and platforms like BBC Radio and London Fashion Week. My goal is to celebrate uniqueness and empower everyone to confidently take their place in the world.”

Sandie Roberts has short grey hair and red lipstick, wearing a blue/grey blazer. Sandie sits holding their chin in one hand.

Sandie Roberts