Passenger Assistance by Transreport

 

You can now request assistance via Passenger Assistance by Transreport – a new smartphone app.

Passenger Assistance Logo        Click here to be directed to Google app store Click here to be directed to the App Store

The app is available on iOS and Android mobile devices and can be downloaded to your phone by visiting the App Store (Apple/iOS devices) or Google Play Store. Image of an iPhone showing the Passenger ssistance app

Passenger Assistance by Transreport allows you to:

  • request assistance for your rail journey
  • manage your customer profile
  • view your travel history
  • browse rail journeys via the online journey planner

The app is being delivered by Transreport in partnership with National Rail, and can be used to request assistance for future journeys across the National Rail network. 

It allows you to request assistance via your internet-enabled smartphone – without needing to contact a contact centre via phone or email. You will still need to buy a ticket separately for your journey.

The app will send your assistance request for each journey to the relevant train company who will first send an acknowledgement and then follow up with a confirmation once the request has been checked. Rail staff will then be on hand to deliver assistance, as required, throughout your journey.

If you have any questions about your assistance or need to make any changes after booking, please contact the train company via the contact details on your acknowledgement/confirmation email.

Wheelchair Users

If you want a wheelchair space reserved for your journey, staff will make a reservation for you if your profile says that you are a wheelchair user.  If you want to travel in First Class, please add this to your journey information.  You must buy the correct ticket for your journey if you wish to travel First Class.  

If you are not a wheelchair user and would like a seat reservation, please request this using the other information box in the app, along with your class of journey if appropriate.

Not all train companies offer seat/wheelchair space reservations.  If reservations are not available because the train journey you want does not offer seat reservations, staff will say that they are not available in the confirmation reply.

How to use the App

You can find out more about how to register for the app and request assistance by viewing ‘How To’ videos from app creators Transreport. 

Creating your Account  

(iOS/Apple)

Requesting to Book Assistance 

(iOS/Apple)

Creating Your Account - British Sign Language

(iOS/Apple)

Requesting to Book Assistance - British Sign Language

(iOS/Apple)

Creating your account

(Android devices)

Requesting to Book Assistance 

(Android devices)

Creating Your Account - British Sign Language

(Android devices)

Reqesting to Book Assistance - British Sign Language 

(Android Devices)

Below we have provided Frequently Asked Questions about the app. Click each question to expand the answer.

The App

What is Passenger Assistance by Transreport?

 

Passenger Assistance by Transreport is a tool to request assistance via an internet-enabled smartphone. 

It is an additional option for requesting assistance alongside the current phone, email and web form – offering more choice for passengers.

The app was created by Transreport and is being delivered in partnership with National Rail.

It can be used to request assistance for future journeys across the National Rail network.

What does Passenger Assistance by Transreport allow you to do?

 


The app is an additional option for requesting assistance alongside the current phone, email and web form.

The app allows you to:

  • request to book assistance for your rail journey
  • manage your customer profile
  • view your travel history
  • browse rail journeys via the online journey planner

Your assistance request is not confirmed until you receive a confirmation email.

You need to purchase a valid ticket for your journey separately – you can do this via www.nationalrail.co.uk.

We are working with Passenger Assist users and industry experts to support evolving additional functionality on the app over the coming months.

How do I get the app?

 


The app is due to be released to the public in May 2021, although this is subject to the lifting of Covid-19 lockdown restrictions across Great Britain.

Once available, you will be able to download the app by searching for "Passenger Assistance" on your app store (iOS/Android). Once found, click 'Install' and wait for the app to appear on your phone.

You can check www.nationalrail.co.uk/passengerassist for more information in the meantime.

Can I see all my bookings on the app (even if they have been booked via call, email, or web form)?

 


Yes, you can do this by visiting the 'My Journeys' section of the app and using the "Current" and "History" filter buttons at the top of the screen.

Do I need to be connected to the internet to use this app?

 

Yes, you need to use an internet-enabled smartphone.

I'm visually impaired - what features will allow me to use this app?

 

The app supports screen readers and text to speech tools. It is also compatible with your mobile device's assistive support tools e.g. font re-sizing, contrast adjustment and/or screen magnification.
 

When do you plan to launch the app?

 

We intend to launch the app in May 2021.

Who do I contact if I have issues with the assistance I have received?

 

You can complain if your journey goes wrong and the train operator delivering assistance will investigate it fully and fairly. If your complaint is related to the delivery of assistance on your journey, you should contact the train company who will investigate your complaint.

You can find contact details for train companies at www.nationalrail.co.uk/passengerassist.
 

If I discover a technical issue with the app, who can I report it to?

 

Please visit the Transreport Contact Us page

I'm visiting Great Britain; can I use the app?

 

Yes. The application is in English. You can use a hotel address for your profile if required.

I don't use the train regularly; can I still use the app?

 


Yes. The application is available for all customers who wish to book using their smartphone.

Do you have any plans to add additional functionality to the app in future?

 

Yes, we are working with passenger assistance users and industry experts to look at new functionality we could add to the app in the future.

Bookings

Does Passenger Assistance by Transreport replace booking via call, email, or web form?

 

No, the app is an additional option for requesting assistance alongside the current phone, email, and web form options. It does not replace other booking request options. Additionally, you will be able to see all of your bookings on the app – including those requested via other channels.

If you would like to contact a contact centre, you can find contact details at www.nationalrail.co.uk/passengerassist or via the website of the train operator that will be providing the first leg of your journey

If I request assistance, is this guaranteed immediately?

 

Customers can request assistance through the app, and this will be confirmed when a confirmation email has been received by yourself. Before confirmation, you will receive an acknowledgement message that gives you contact information for the service provider that will be handling and checking your booking request.

You can still turn up at a station for assistance without booking ahead using a service called Turn Up and Go.

More information about this service is available at www.nationalrail.co.uk/passengerassist.

 

Can I still turn up on the day without booking ahead?

 

Yes, we are committed to ensuring the railway is accessible to all and this app does not impact customers’ ability to use the Turn Up and Go option for passenger assistance.

If you require assistance at short notice, please make yourself known to a member of staff or use a Help Point when you arrive at the station.

You can find out more detail about Turn Up and Go at www.nationalrail.co.uk/passengerassist.

If I use the app to request assistance, how do I know it will be delivered?

 

Once you receive a confirmation message on your app and/or via email, your journey is confirmed.

Before the confirmation arrives, you will receive a message to acknowledge your request for assistance has been received and is being checked.  This message will provide contact information for the train operator that will be handling your booking request in case you have any questions or would like to make any changes to your request after submitting it.

Do I need to book a ticket separately before I travel?

 


Yes, you can do this through www.nationalrail.co.uk.

Why can't I buy my tickets through the mobile app?

 


The mobile app is created by Transreport, who are not a ticket retailer. We are currently exploring options to bring together the ticket purchase and assistance request on mobile.

Do I need to do anything once I've requested a booking?

 

Please read the booking request acknowledgement sent after submission as this will provide important contact information for any changes or questions you may have. We will send a confirmation via email and through the app once your journey has been checked.
 

Should I book assistance before or after booking my ticket?

 

Although passengers can choose how they would like to do this, we would recommend buying your ticket first. It is the responsibility of train operators to get a passenger to their destination if a station isn’t accessible or a wheelchair space isn’t accessible – and we want passengers to get the best value for money.
 

What happens if my assistance requirements change between booking my assistance and the time of departure?

 

It is always best to speak to an operator directly to ensure that your changed journey requirements can be fulfilled completely. The acknowledgement you received when submitting the original request includes details of who you should contact to do this.

 

Can I request a seat or wheelchair space through the app?

 

If you require a wheelchair space and they are available for reservation, the team processing your assistance request will make a reservation for you if your profile says that you are a wheelchair user.

If your profile does not show you are a wheelchair user, you can state that you will be using a wheelchair within your request using the “Other Info” text box when requesting your assistance and our contact centre will endeavour to support your request wherever possible.

You can add other requests – such as your class of travel (standard or first class, if available) – to the “Other Info” text, but you must ensure you have the correct ticket for your journey.

What happens if a wheelchair space is not available?

 

The train operator arranging assistance for your journey will contact you to discuss your options. This may include re-booking you for a different train, upgrades to your journey or alternative transport.  If you want to be contacted in a specific way, you can add this to your assistance request under the “Other Info” box.
 

Why does my seat reservation say “N/A” or “Not Available” or is blank?

 

This means that a seat reservation might not have been available for your journey.  Please contact the train operator who is arranging your assistance by email, phone or text-relay and they can advise further. Contact details for train operators are available within your booking acknowledgement and confirmation emails or at www.nationalrail.co.uk/passengerassist
 

What do I do if the contact centre for my train operator is closed?

 

We would still encourage you to enter your assistance request into the app so we have a record of your request. A member of staff will look to check your journey request and send a confirmation as soon as possible.

If you have not received a confirmation message by the time you wish to travel, please make yourself known to a member of staff or use a Help Point when you arrive at the station. 

Where a station is staffed, they will always help you if they can, even if you request assistance on the day of travel. However, customers should be aware that it may mean that, on occasion, it could take a little bit longer as staff may be assisting other customers, dispatching a train, or looking after safety on the platform.

If staff are not able to help you straight away, they will explain clearly why not and do their best to assist as soon as they can.

Can I request assistance in advance for journeys involving London Underground stations via this app?

 

No, but the app will clearly show London Underground stations and the relevant changes on your journey. It’s important you make yourself known to Transport for London (TfL) staff on arrival at the station if you require assistance at a London Underground station. You can find out more about assistance at London Underground stations on the TfL website. 

Passwords and Profiles

Do I need a password to use the app? How do I reset my password if I forget it?

 

Yes, you do need a password to use with your email address when you log in.

If you forget your password, click on the 'Forgot your password?' link on the login screen. You will be sent an access code to your email address which will allow you to set a new password.

Once you have logged in, you can come in and out of the app without having to log in each time. You will only be required to log in to your app again if you explicitly 'Log out' of the app.

When logged in, your password can be changed from the 'My Profile' section of the app.

What is my profile?

 

This is your own passenger account which is linked to the email address you have provided. This allows you to log in, see details of your journeys and update your assistance requirements. You can access your profile through the app at any time.
 

Why do I need to set up a new profile?

 

We are now using a new system to ensure we have one profile per passenger. Avoiding duplication means passenger’s profiles will be kept up-to-date and will be easily accessible for customers to edit themselves via the app. Passengers will be able to view their travel history and amend their assistance requirements via the app, without needing to get in contact with a contact centre.
 

Why can I not keep my previous profile?

 

Previously, we had a number of duplicate profiles for individuals. We are now using a new system to ensure we have one profile per customer to ensure these are kept up-to-date and are easily accessible for passengers to edit themselves via the app.

 

Can my profile be linked to multiple email accounts?

 


No, your profile must be linked to one email address.

Why does the app say I already have an account linked to my email address when I haven't used it yet?

 

If you have already booked one or more journeys through the new Passenger Assist contact centre system - which went live at the end of September 2020 - then your personal information is already recorded as a profile. The details shown to you on the app are part of that profile and you can amend them at any time with changes immediately reflected in the system for all operators to see.
 

What information will the train operating company be able to see when I submit a request?

 

The information in your profile is visible to rail operator staff who have access to the core booking system and in the staff mobile app (if the Train Operating Company is using this method), which is used to deliver assistance at a number of stations across Britain.

Your personal information is stored, accessed, and maintained fully in line with General Data Protection Regulations (GDPR). 

 

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Last updated:   15 June 2021