New communication channel for disabled customers to connect them to specialist support while travelling

Avanti West Coast has launched a dedicated communications channel to provide disabled customers with additional help during their journey in a first for the UK rail industry.


Called ‘Travel Companion’, the channel utilises the widely used messaging app, WhatsApp, to connect passengers on the West Coast Main Line to someone with similar experience who can offer specialist support while travelling.


Staffed by specialist members of Avanti West Coast’s social media team who have passion and empathy for accessibility, as well as knowledge of it, Travel Companion aims to improve journeys when the unexpected happens by giving disabled customers the opportunity to chat to someone who understands.


This means they don’t have to explain in detail what support they need – making it a better experience for the customer.


Whether it’s a lift suddenly out of order, or a wheelchair user needing help from a Train Manager while onboard, customers can reach out for extra assistance by messaging Avanti West Coast Travel Companion on WhatsApp. A member of the team will then exchange messages with the customer to check their needs and help in a way that’s right for them.


You can find the full press release here.