Passengers travelling with Virgin Trains who require travel assistance are to benefit from a new feature on the Virgin Trains skill for Alexa.

This skill allows them to request assistance using basic voice commands.

After achieving a world first last year by selling train tickets through Alexa, this new development, in collaboration with Amazon, now means that the train operator’s passengers can now JourneyCare via Alexa-enabled devices, including the Amazon Echo.

Following trials, the new JourneyCare feature is now live for anyone requiring assisted travel.

Normally passenger would need to complete a form online or call the helpline.

The new technology means customers can book assisted travel immediately after purchasing tickets using simple voice commands.

Chris Tomson took part in the initial testing of the Alexa skill. He has Osteogenesis imperfecta (brittle bones) and uses a wheelchair on a daily basis.

The traditional system meant customers had to input the same information again to request JourneyCare after booking a ticket, but the Virgin Trains skill for Alexa will remember the details, so they do not have to repeat the process.

On average the new service takes just two minutes, halving the time needed to complete an online form or call the helpline.

Amazon Alexa Products

Below are a few links to Amazon Alexa products, if you do not have one already:

What did the officials say?

Chris Tomson took part in the initial testing of the Alexa skill. He has Osteogenesis imperfecta (brittle bones) and uses a wheelchair on a daily basis. He said:

“Using JourneyCare on the Virgin Trains skill for Alexa is a fantastic asset. It does a great job of combining the two processes, making the whole experience much easier. It also comes in handy if I have any pain in my arms and I am unable to use a computer, phone or tablet to book my journey.”

Stephen Brookes, Rail Sector Champion for the Minister for Disabled People, said:

“I welcome the new initiative by Virgin Trains, which will give disabled people a better booking experience.

“By utilising Alexa in this way, Virgin Trains recognises the importance of disabled people as being a key part of rail industry business, because those who are comfortable with and can access technology will find the system quick and efficient.

“But it doesn’t mean that those who cannot access or use new technology will miss out, as the staff involved in phone booking will be more freed up to help those who need more help or time in booking their journey.”

Toby Radcliffe, Customer Proposition Director, at Virgin Trains, said:

“We are always looking at ways to improve the travelling experience for customers with disabilities and we are really pleased to be introducing this new update to our existing Alexa skill for customers needing to book extra assistance on their journey with us. We want to ensure train travel is accessible to as many people as possible and this is a further innovation in that direction.”

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