New Assisted Travel Support team launches to help rail passengers on their journeys

Train operator Northern, which runs services through Ilkeston Railway Station as well as more regionally, has launched a new service to provide information and guidance for anyone who needs a helping hand when travelling by train.

Available through WhatsApp on 07779 914800 from 6am to 11pm, seven days a week, the dedicated travel support team is on hand to assist customers with everything from journey planning and disruption updates, to resolving issues with pre-booked assistance.

The service will be run by a brand new team - many of whom have lived experience of travelling with disabilities. 

Open to anybody who needs help, the team will be able to help with a wide range of queries, and are able to provide realtime assistance to help resolve any unexpected situations.

Northern's Assisted Travel Support team can help with:

• Passenger assistance: booking support before travel, and explaining what to expect at each stage of the journey
• Disruption alerts: changes which affect planned journeys, such as train cancellations or station faults
• Help during the journey: locating assistance at stations or on board trains
• Complaints and feedback: investigating, sharing feedback and offering resolutions.

Alex Hornby, commercial and customer director at Northern said: "We are on a misson to ensure our railway is accessible and as easy to use as possible. Through our commitment to continually innovate, and to listen to what our customers want, we are doing all we can to take the stress out of travelling by train by offering help at every step of the way.

"Our new Assisted Travel Support team are really excited to get started and their main purpose is to ensure all customers feel confident and feel supported during their journey. Whether you have a disability, feel anxious, or simply need some help or advice, our new team and this new service is here for anybody who needs it."

The launch of the new service follows a trial of new priority seating areas onboard trains with clearer markings for customers who need them, and another trial in Lancashire which aims to bring confidence to older and disabled people by allowing them to alert the conductor on board in advance where they need assistance. The service has been developed and tested in partnership with Northern's Accessibility User Group (NAUG).

Customers without a smartphone can access the Assisted Travel Service by calling 0800 138 5560. More details can be found on Northern's website.