We are committed to making rail inclusive for all and our approach is based on working with people that have lived experience, so their insight guides our work.

• We’re collaborating on industry Passenger Assistance improvements, ensuring a hassle-free journey for customers needing help getting on and off our trains, or with additional information to support them. Since April there has been a 40% increase in the number of PA journeys thanks to work with the Rail Delivery Group to make it easier to book assistance. In total 76,633 customers have now benefitted from Passenger Assist. We are committed to making rail inclusive for all, working with people with lived experience and using their insights to guide our work.
• We are taking an innovative approach, including with digital wayfinding solutions at our stations. Travel companion offers real-time support from a team of specialists with experience of disability, our website is tested by people with a range of disabilities and was the railway’s first to be awarded Shaw Trust Web Accreditation, and our Facebook Group offers a space for disabled customers to discuss accessible rail travel with ourselves and each other.

• We are committed to ensuring enable more customers can use the railway safely and comfortably. At the end of September, a new accessible toilet for disabled people was opened at Lancaster station, which we funded through our Accessibility Fund and a partnership with Lancashire County Council. The Changing Places toilet was officially opened by Cat Smith, MP for Lancaster and Wyre, and is the sixth facility to be made available across our stations on the West Coast Main Line. As part of our commitment to improving the experience for all our customers and enabling independent travel for all, we have plans to install these facilities at more of our stations soon.