Anyone used Passenger assistance at Paddington station

[NetZeroZealot]

DP are insisting on going to London for a friend's funeral. DM (87) has Alzheimers and DF (91) is very frail, walks very slowly with a stick.

There is no-one available to go with them, and I'm worried about how they will get from the platform to the taxi rank which is quite a walk.

They of course think it will be fine "as we've done it lots of times before." Yes but not for a few years since your health has deteriorated.

I'm thinking of booking Passenger Assistance which seems to be a thing on the GWR website and wondered if anyone has any useful experiences of using it to share.

I haven’t used it myself but they definitely have a buggy-type thing at Paddington that a member of staff drives around with passengers and their luggage. I’m not sure, however, that it would be able to drive them to the taxi rank as it’s on a difficult level. There might be another option like a wheelchair though and they can use the the lifts.

Thanks that's useful to know. They had Passenger Assistance at the airport last time they flew (a year ago) and it was amazing!

I used Passenger Assistance at Marylebone when I had a broken ankle and was on crutches.
I was met off the train by an electric buggy.
the guys were incredibly kind and helpful. They made sure I was safe and where I needed to be before they let me off.
On the return trip they drove me down my train to find a carriage with seats.
I was so impressed I emailed customer services to say thanks!

I have used it at Kings Cross and it was excellent. You need to book it for both ends of each journey and book a priority seat on the train. You have to ring up to book assistance. When you click on the request online you are directed to a phone number. When you speak to them you need to ask exactly where they need to go to be collected at each station. (There are two separate waiting areas at Kings Cross which threw me the first time). You don't need a blue badge to book assistance.

I use it regularly when I bring a client to visit his family. Currently sitting at Paddington waiting for my train home 🤣🤣 they are incredibly helpful and friendly and kind and am sure they would be able to help.

it’s quite fun going on the little buggy 🤣🤣

https://www.networkrail.co.uk/wp-content/uploads/2022/08/Paddington-Station-Guide.pdf

They do indeed cover the taxi rank as part of passenger assistance

We did a few years ago - DM in a wheelchair and two teenagers. The taxi from St Pancras delivered us to where we needed to be. The train was in the station but not ready for passengers but he was able to drive onto the station and get us on board anyway then he took the teens to Burger King on his buggy to get food and brought them back.

Another time I was travelling with my DM and we were taken to a special waiting room and then escorted to board the train ahead of everyone else. It made life so much easier because the train was packed but by the time everyone else boarded we were settled and bags stowed etc.

Thanks everyone this is very helpful.