Over the course of the last 12 months, LNER have received over 252,000 requests for passenger assistance, the highest number in the company’s records to date.

With the rise of step free access facilities at all of the major city stations across the UK and at most local stations, more passengers who have a disability, a non-visible or mobile impairment, or elderly customers can still perform long distance inter city journeys with the aid of passenger assistants.

The majority of LNER stations have staff in attendance to give service to such passengers on their journeys, such as helping them on and off trains, along the platforms, up lifts or steps, or taking passengers from the stations concourse to the trains, and from trains to the stations exit.

Passenger Assist is a nationwide service, where those that need assistance to travel by train can book in advance or request at any of LNERs 11 major stations, including at both London King’s Cross and Edinburgh Waverley.

The LNER are well adapted to assist passengers on their travels. Their first Passenger Assist Lounge, which opened at Newcastle, has information screens that have train and service information read out in sign language, which can be updated or amended should changes to train services occur.

The screens also sign out train times, the platform at which they will arrive, the train company operating the service and the calling points the train will make.

The lounge also has adjustable and flexible seating to allow additional space for passengers who need it, so they can wait or rest before starting or continuing their journey.

LNERs passenger numbers have grown fast since the pandemic are have now surpassed the numbers recorded before the pandemic.

The 252,000 requests for passenger assistance on LNER trains were recorded between April 2023 and March 2024, with teams assisting just over a quarter of million people on their journeys.

We are delighted to see more and more people choosing to travel with LNER and we want everyone to enjoy the best possible experience. We believe that parity of information and parity of service for customers is so important and we’re proud that they trust our service. Our work to make our stations more inclusive for everyone is continuing and we are planning to open further Passenger Assist Lounges along our route.”

Charlie Woodhead, Accessibility and Integrated Travel Manager at LNER