Rail passengers who need extra information or assistance are set to find clearer support at stations across the country, as Welcome Points move into a wider rollout.
The points provide a recognisable place to find journey information, ask for help and get support. They are intended for all passengers, with particular benefits for disabled people and anyone who lacks confidence travelling independently.
A positive response from passengers
Welcome Points were trialled at 37 stations, including Norwich and several Northern stations. More than 31,000 visits were recorded during the trial, which was developed with disability organisations and passengers.
Among those who used the points, 93% said they were satisfied. The figure rose to 99% among disabled passengers who reported a positive experience.
The Rail Delivery Group said one visually impaired passenger had been able to travel by train for the first time in 15 years after using the Welcome Point at her local station.
Station staff are now being familiarised with the scheme, using training film recorded at Manchester Piccadilly. The rollout follows the trial’s findings that making help easier to locate can make a real difference to people’s ability to travel.
Why it matters for Britain
Clearer access to assistance could help more people use the railway with confidence, particularly disabled passengers and those who need additional support. It also shows how passenger and accessibility-group input can shape practical improvements across the network.
