Supporting your Right to Turn Up and Go with Passenger Assistance Technology 

Click here to jump to Easy Read version.

At Transreport, we understand that traveling by rail should be accessible and empowering for everyone. Central to this is the legal right of Disabled and older people to “Turn Up and Go” (TUAG) – to travel without the need to request assistance in advance. We know there have been concerns about the role of our Passenger Assistance technology in relation to this right, and we want to be clear: this technology is here to support, not limit TUAG. 

When you exercise your legal right to Turn Up And Go, our Passenger Assistance technology can be used by rail staff, in addition to radioing or calling, to communicate your access needs across teams. This is to ensure your assistance is in place, and that staff have the information they need to support your access needs appropriately and efficiently. 

But how does it work, and why is it useful?

An illustration with two horizontal straight black lines with numbers 1, 2, 3, 4 placed along these in white font in dark blue circles. Point 1 has a blue line down to a white box with black text reading “If you wish to Turn Up and Go (TUAG), Passenger Assistance technology can be used to record and communicate your access needs through the Passenger Assistance staff app.” Point 2 directs to a white box above the line with text "Rail staff can either create an anonymous guest profile or view your existing profile in their app to see how best to support your journey.” Point 3 is below the line with the text "Your access needs can be instantly communicated using Passenger Assistance technology, along with being phoned or radioed.” Point 4 is above the line, text "The train company will be notified via their app of your expected arrival time and access needs.” Next to number 2 on the line is an illustrated image of hands holding a dark blue smart phone with a profile image on the screen. Next to number 4 is a dark blue smart phone displaying a teal envelope outline with a gold bell notification icon above it on a white screen. Under box 1 is an illustration of a woman with brown skin and short black hair, wearing a pink top and grey trousers. To her left, she holds a guide dog in a white harness. In her right hand, she holds a blue pushchair behind her with a baby in a pink blanket inside. The woman is facing a man with short brown hair, glasses and a teal rail staff vest. They are standing in conversation on a strip of teal grass which runs the width of the image. At the other end of the image is a grey building with a sign reading “train station” in capital letters.

How It Works

  1. If you wish to Turn Up And Go (TUAG), Passenger Assistance technology can be used to record and communicate your access needs through the Passenger Assistance staff app on the staff device.
  2. Rail staff can either create an anonymous guest profile or view your existing profile in their app to see how best to support your journey. 
  3. Your access needs can be instantly communicated using Passenger Assistance technology, along with being phoned or radioed. 
  4. The train company will be notified via their app of your expected arrival time and access needs.

Why Is it Useful?

The staff app automates the process of communicating your access needs between rail staff teams. This helps ensure that every relevant team member receives the correct information, reducing the risk of miscommunication. 

The technology has been designed to support Disabled and older people’s right to TUAG and travel more spontaneously by making it easier for staff to communicate access needs without the need for prior arrangements. 

The digital trail created by Transreport’s Passenger Assistance technology helps maintain a record of all communications and actions taken. This transparency is key to providing reliable service, creating a digital accountability trail within organisations, to deliver high standards of accessibility. 

Easy Read Version

Graphic of a yellow speech bubble containing white text "I'm here". To the right of the graphic, black text reads "Disabled people can Turn Up and Go when they go on a train. This means you can just show up at the train station and someone can help you with your journey." White background with a teal frame.
Teal P Passenger Assistance logo. To the right of the logo, black text reads "You don't need to tell anyone you are coming. The people who work at the train station use our Passenger Assistance technology to tell their team how to help you." White background with a teal frame.
Graphic of a blue smart phone with a smiley face, arms and legs. To the right of the graphic, black text reads "They do this on their smart phone." White background with a teal frame.
Graphic of a smiling woman with black hair in a bun, wearing a blue jacket that reads "staff" in white font. To the right of the graphic, black text reads "They tell their team what you need to have a safe journey." White background with a teal frame.
Graphic of a blue wheelchair ramp. To the right of the graphic, black text reads "Maybe they need to get a ramp ready so you can get on the train if you are in a wheelchair." White background with a teal frame.
Graphic of a man with short black hair and brown skin, smiling and waving with one hand, wearing a yellow jumper and sat in a red train seat beside a train window. To the right of the graphic, black text reads "Or maybe you need someone to help you find a seat on the train." White background with a teal frame.
Graphic of a gold-framed clock with a white face and black hands pointing to five past twelve. To the right of the graphic, black text reads "The people who work at the station tell their team everything you need for your journey. They say what time everything needs to be ready." White background with a teal frame.
Graphic of a hand with a blue sleeve and a blue information logo floating above it, a blue circle with a white "i" inside. To the right of the graphic, black text reads "Our Passenger Assistance technology shows who helped you. If something goes wrong, you know who to talk to about it." White background with a teal frame.
Graphic of a grey and green train with yellow headlights and a blue window, shown from front view on a grey track beside a grey platform. To the right of the graphic, black text reads "Everyone should be able to just show up at the train station and get on a train if they want to." White background with a teal frame.