Passenger assistance transformed my travel – Steve’s story 

Meet Steve, a volunteer with Birmingham and Black Country Sight Loss Council, who shares how improvements in rail travel have helped him feel safer, more confident, and more independent. But , Steve explains, there is still work to be done to get accessibility on track. 

Travelling with confidence 

“Hi, my name is Steve and I’m a volunteer with Birmingham and Black Country Sight Loss Council.  

“I’ve been using trains for many years, and since the introduction of Passenger Assistance, my journeys have become much simpler – and most importantly, safer. A member of staff now guides me around the station and onto the train. Thanks to the app, they can also notify my destination station about where I’m seated. This makes it much easier for staff to find me when I arrive. 

Safety improvements that matter 

“One of the biggest improvements has been the introduction of automatic train doors. I know they won’t open while the train is moving, which gives me peace of mind. In the past, older trains had manual doors that could be opened at any time – even when the train hadn’t reached the platform. I’ve had moments where I nearly stepped off into open air. Thankfully, that’s no longer a risk. 

Accessible design makes a difference 

“Modern trains are far more accessible and customer-friendly, especially from a disabled passenger’s point of view. It’s now much easier for me to visit family in Scotland 400 miles away, and to meet friends in Birmingham city centre. 

“Tactile paving at the edge of platforms has also made a big difference. It might sound small, but knowing I won’t accidentally walk off the edge has a very real impact on how, and when, I choose to travel. 

Room for improvement 

“These improvements have given me the confidence to travel further on my own. That might not sound like a big thing, but it truly is. However, I’d love to see more staff trained to use the Passenger Assistance app properly. There have been times when my journey was cancelled on the app without explanation, leaving me stranded and unsure how to exit the platform safely. 

“I would always encourage others to share their positive travel experiences . This is because it helps build confidence and encourages more blind and partially sighted people to explore and enjoy events and new places. And if you’ve had a negative experience, I encourage you to give constructive feedback. That’s how we learn and improve. 

“This is exactly what the Sight Loss Councils are doing – working in partnership with train operators to make travel safer and more accessible. And we’re seeing real success.” 

Learn more about our work to Make Transport Accessible. 

 

 

Publication date: 02 September 2025