Passengerassistance Avis 

We travelled from Hartlepool to Newcastle using my electric wheelchair for the very first time. We valued being able to pre book this service as it gave us some piece of mind before our first rail outing. The confirmation of the assistance being allocated was very fast and we knew before we left home it was in place. The staff at both stations and aboard both train were accommodating, compassionate and caring. We found this service and the support of the staff to be excellent and will be recommending to other and definitely using this service again.

As a disabled passenger I always book passenger assistance.
I DON'T KNOW WHY I BOTHER TO !!
Apart from the lady who helped me at Sheffield. NOT a single member of staff at ANY of the connecting or destination stations met me, or made themselves known to me.
(They should hold up cards saying passenger assist with a name on. Like they do at airports).

Fortunately, kind commuters helped me on and off trains.
& the kind young cleaner at Leicester found a staff member who explained about carriages that I found difficult to fathom them out.
I don't think I would of got home otherwise.
On the train home, I met another disabled person who told me she was physically assaulted by a staff member, when she booked her passenger assist.
Apparently the train she was booked on to go home was full and as she tried to board, the staff member said she was too fat and pushed her off with both hands into her chest causing her to fall over on the ground !!!
That absolutely shocked me !
Another member of staff bribed her with a cup of tea & a cake to stop her calling the police.

Another traveller told me, she was KNOCKED out of her wheelcar in Leeds as commuters clambered over her to board a train.
Another man had his crutches thrown on train tracks at another station.
Sadly incidents like this are commonplace amongst the disabled community. Unless they can physically see a disabled person in wheelchairs, they simply don't want to help invisible disabilities.
Personally I think it needs a MASSIVE OVERHAUL , SHAKE UP AND MORE TRAINING.
This is due to so many members of staff thinking it unnecessary that some passengers need extra help. They clearly have no interest in helping some members of the public that need it.
Perhaps this service should be outsorced by agencies???!

I booked passenger assistance on 20th May from Manchester Victoria to Stockton- on Tees, the staff at Victoria , Derek was helpful and kind and assisted me very well , and at the other stops outbound and return journey , thank you very much for your help :)

I booked with Passenger assistance.com to help me travel by train from Huntingdon to Stockport.
The online app made booking really easy.
I arrived at the first train station and told the barrier staff that I had booked, they made a quick call and a delightful lady called Malahlaya arrived took my luggage and helped me negotiate two lifts and a bridge over station to get to right platform. She got my luggage on board and found me a seat. Brilliant start to a long journey.
At Peterborough a young man who I shall call Q was waiting as train arrived, he boarded train took my luggage and gave me a hand to negotiate the step down from train. What a delightful young man, so polite!. He got me on my connecting train and made sure I was settled.
I was met at Stockport by a lovely man, so good to have that northern humour!. Took me through the station to my friend waiting for me.
An absolute fantastic service!.
My return journey was equally smooth and the staff equally as efficient and friendly, brilliant!

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