Rail service companies commit in their DPPP to ensuring that staff are fully trained to assist passengers at all points of their journey, whether planning it or actually travelling.
We cannot emphasise to the industry strongly enough that staff training is vital to providing the type of help you need in the way you want. It is especially important for staff who deal directly with passengers. It is particularly necessary that staff should be trained to best assist you – although that often comes down to simply asking you what you prefer.
Further training needs to be given to staff so that they can identify passengers with “hidden disabilities” and assist appropriately. This should improve assistance to these passengers who sometimes complained in our recent research (click here for details) that their needs were not appreciated or fully understood.
Staff on the train need to look after passengers with reduced mobility. They should make themselves known to you and check that all is well with your journey; if not, they should do what they can to put it right. This is very important if the train has been delayed or cancelled and if you are trying to make a connection.