My Journey with Passenger Assist: A Lifeline for Travelers with Sight Loss

This article has been written by Becky Newham, Interim Director of Fundraising at Vista.

As a regular user of passenger assist on the train line, I wanted to share my experiences in case it’s of benefit to others with sight loss.

Traveling to new places or even familiar ones can be daunting. It requires a lot of planning and pep talks to get out the door. Having had a degenerative sight condition since age 8, I remember the difficulties I faced before I became a cane user. I would often stand for hours on the train or sit in the vestibules because I couldn’t see where my seat was and didn’t have the confidence to ask for help.

Now, as a longer-term cane user, I’ve been introduced to the wonderful world of passenger assist. This service takes all the stress and anxiety out of travel for me.

How It Works

When I want to book a train, I use the LNER App. I find this app really accessible with Voice Over (the inbuilt screen-reader on my phone). It remembers all my details for the next time, saving me from re-entering my email, phone number, etc. One thing I struggled with was selecting dates on drop-down menus, but a session at Tech Together taught me how to do this easily.

Once you’ve booked your trains, there’s an option for passenger assist. If you select yes, it takes you to a separate form where you can input your requirements. The app saves these details from previous journeys, so booking assistance is just a click of a couple of buttons. I also have my bank details stored on the LNER App, making the process super speedy.

You can also call LNER Passenger Assist directly and speak to someone to arrange passenger assistance on 03457 225 225.

On the Day of Travel

On the day of travel, the service asks that you arrive 30 minutes early to allow the staff to manage customers and ensure you have enough time. However, I’ve arrived later in the past, and it’s never been an issue. You need to make yourself known to a member of the station staff. 

This can be tricky, but if you ask anyone at the ticket office or a train guard, they will point you in the right direction. I tend to look out for the LNER red coats or the high-vis jackets of the station staff.

They will check their list to see who is supporting you and call them to assist you. For me, they take me to the platform, help me if I need to buy anything like snacks, and when the train arrives, they help to ensure I am settled in my seat. They can also help with luggage, accessing the train, and using a ramp if needed. 

When I reach my destination, the station staff know where I’m sitting and meet me off the train, taking me to the entrance or taxi rank so I can get to where I’m going.  One thing I appreciate is that the staff always ask what support I need and don’t assume.

Experience

The train line isn’t always reliable, but even in these situations, I find the staff know what’s going on and can support me. 

For me, it’s super easy to book, the staff are incredibly friendly and helpful, and it makes all my journeys a much more positive.

To download the LNER App where you can book journeys and passenger assist for any train line you can download from the below links.

App Store (for IOS devices): https://apps.apple.com/app/apple-store/id1521840052?pt=119142770&ct=LNER.co.uk%20App%20Page&mt=8

Google Play (for other devices): https://play.google.com/store/apps/details?id=uk.co.icectoc.customer&hl=en_GB