Passenger assistance on trains

[FairViewRosie25]

Train journey on Monday. I’ve booked passenger assistance as I have a total fear of gaps. Like paralysing fear so I can’t step on a train. They should bring a ramp. I have no visible disability but the fear is real.

I've used the passenger assistance quite a few times for my mother who has limited sight. They've always been very kind and helpful. I hope you have the same experience.

I have an knee injury that means I can't get to the platform in time if they call it late. Euston is notorious for calling platforms late so I book passenger assistance. I always explain that I wouldn't need it if they didn't call the platforms so late. The staff there are lovely and never mind.

I have an MRI scan next month which might help identify why my knee isn't healing so hopefully I won't need it in time

I have a total fear of gaps.

Some of the gaps are really excessive. I'm a (reasonably) able bodied person but with not very long legs and I struggle sometimes, especially if I have luggage.

Thank you I hope the same. I only need the ramp to get on it’s just the gap I can’t cope with

I’ve had a fear or stairs too but have had therapy for that so can cope but we couldn’t really practice train gaps

I can understand why you feel more comfortable using a ramp if you have a fear of the gap.Sounds a sensible move to me.

I understand. I have an inexplicable reaction to spiral staircases. I can't even look at them. I don't like the gap on trains but I can just about cope so I understand how disabling this is for you.

Thank you. Most people (including my husband) think this is trivial

Absolutely they will have ramp ready and waiting for you.passenger assistance is more than physical disabilities.when I was an RO2 working at stations,I provided the ramp for many people who had extreme anxiety about the gap between the train and the platform edge.staff completely understand and will be on hand to help.

It’s not. It’s what preys on my mind since the day he said we were going on the trip. Yes I really want to see Def Leppard but I am dreading the train

Its funny you say that OP because I suffer with panic at times/anxiety and those bloody gaps are really difficult

Got to go through it again in August as going to the London Palladium. I will be refusing the tube it will be taxi or walk

I really understand. I don’t know what happened I used to be fine but after Covid went to see Bruce Springsteen at Villa Park and totally freaked out. Nearly didn’t climb up the stand to my seat. I did but then didn’t move for 4 hours despite needing a wee/ drink/food etc

Do I get on the relevant platform then ask a member of staff.

What do passenger assistance do in this situation? Hold the train until you're on it? Just thinking for when I have multiple young DC plus pram it might be a big help if the announcement comes late.

Do you usually travel solo or with someone who can help? As a long term plan - you could try practicing with using a simple piece of A3 paper that you place over the gap and just have to step over, then once that is ok you work on gradually trimming the width of the paper until you start feeling you hardly need it. But you'd need a companion to put it down and pick it up for you while you work on increasing your capacity.

Staff will already be aware that you are arriving and in need of passenger assistance as you have booked it in advance it will be logged on the app so yes just go to the platform when the train arrives,they will put the ramp down.

Some of the gaps are really really big. A small child could easily fall down them.

There should be instructions on what you need to do in the Passenger Assist app where your assistance request has been confirmed. You may need to make yourself known to a staff member when you arrive at the station rather than going straight to the platform.

No, you go to the assistance point/desk. Larger stations have them, if they don’t then go to the ticket office or find someone at the gates. It depends on the size of the station but in the larger ones trains don’t always come in on the platform you think. Be sure to specify you need a ramp otherwise they may not bring one. No need to explain your disability either. I hope it goes well for you.

OP.
If you have your booking email it'll say on the bottom of the email where you need to go and more importantly how much time you need to leave. The journey for this booking is from a medium sized station hence the 20 mins. Some of the larger stations have a much longer time.

Also, it may not be the train company you are travelling with who do your assistance- especially in the bigger stations. For example Euston is mainly (but not exclusively) an Avanti station however Network Rail do the assistance. LNER do most of their own assistance bookings and are absolutely superb.

For the pp who struggles with late platform announcements, can I recommend https://www.realtimetrains.co.uk/ which usually has platform information long before it goes up on displays.

They either give me a heads up about which platform the train is coming in to (they usually get 2-3 minutes more notice than the station announcement / departure boards give) or, if it's really tight, they take me down to the platform on one of their buggies.

How are you on buses? I find buses in London to be so much better than the tube. The TfL Go app gives bus only alternatives. I can often walk straight out of Euston on to a bus and get a seat straight away. If I go down to the underground I'm often waiting for several trains to go through before I get to the front of the platform for a train. The bus is so much more civilised. It's cheaper too!