Northern has launched a new service aiming to provide information and guidance for passengers in need of assistance when travelling.
The service, which is available through WhatsApp between 6:00 and 23:00, seven days a week, offers access to a dedicated travel support team equipped to provide information on journey planning, disruption updates, complaints, feedback and general assistance requests.
Run by new a team with lived experience of travelling with disabilities, the Northern Assisted Travel Support service is open to anybody in need of help onboard, and has been developed and tested in partnership with the operator’s Accessibility User Group (NAUG).
Alex Hornby, Commercial and Customer Director at Northern said:We are on a mission 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 Assisted Travel Support service team can be contacted via WhatsApp on 07779 914800, and customers without a smartphone can access the service by calling 0800 138 5560.
Northern also recently introduced a new range of priority seating options on board 12 of its passenger trains in a new trial across its services.
