Northern commits to improving disabled passenger assistance reliability, prioritizing staff training, technology, and customer support. Progress will be closely monitored by the Office of Rail and Road (ORR) to ensure accountability. This was reported by the railway transport news portal Railway Supply.

Northern
Photo: Office of Rail and Road

Enhancing Passenger Assistance with Northern’s Commitment

Northern has unveiled a detailed plan addressing ORR’s concerns regarding disabled passenger assistance. The initiative comes after receiving criticism in September 2024, prompting a comprehensive response. Key measures focus on accessibility improvements and staff preparedness.

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The action plan outlines several key areas for improvement over the next year. Northern aims to standardize passenger assistance policies, ensuring consistent practices network-wide. Staff will receive enhanced training to improve responsiveness and handle disruptions effectively.

Leveraging technology remains a critical focus, with Northern optimizing tools to ensure consistent assistance delivery. The company will also simplify information access, benefiting both customers and staff. These steps are designed to create a seamless passenger experience.

Northern Implements New Measures for Inclusive Services

In the coming three months, Northern plans to revise staffing models at major stations, including Leeds. A review will address how assistance staff are deployed to ensure adequate coverage. Improved staff training will emphasize communication between boarding and alighting stations.

Additionally, Northern will establish remote support teams utilizing tools like WhatsApp. This innovation allows passengers departing unstaffed stations to request assistance without prior booking. Piloting new alert systems marks a major step forward in accessibility.

The action plan has been developed collaboratively through discussions involving ORR, the Rail North Partnership, and other key stakeholders. These dialogues have laid a constructive foundation for Northern’s commitments.

Regular progress updates will be submitted to ORR starting December 2024. A full review will occur in January 2025, followed by another assessment in April. These evaluations will ensure the plan stays on track and achieves its goals.

Stephanie Tobyn, ORR’s Director of Strategy, Policy, and Reform, expressed optimism about Northern’s commitments. “Northern’s plan acknowledges areas for improvement. The operator must now deliver on these promises, and we will monitor progress closely,” Tobyn said.

The ORR views Northern’s actions as a critical step toward accessible and reliable rail services. The next few months will reveal the tangible impact of these changes. Northern’s response signals a commitment to creating a more inclusive rail network for all passengers.

Source: www.globalrailwayreview.com

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