Welcome Points Trial Seeks to Improve Customer Services Across Rail

Welcome Points have since been designed in partnership with accessibility groups, Passenger Bodies, and train operators. Three different models of Welcome Point are part of the trial, which will run until Spring 2025.

The units feature specific accessibility requirements that aim to meet the needs of wheelchair users, including the latest British Sign Language (BSL) translation to better support deaf passengers, and provide new ways with new assistive technology for visually impaired passengers to locate the Welcome Points and call for assistance.

The easily recognisable yellow on black Welcome Point design will provide a recognisable focal point in stations so that customers will know they can find a place to go for assistance and information when they arrive at a station, including those who have a range of disabilities and dual sensory loss.

“Feedback from passenger bodies and accessibility groups has strongly indicated that there is a need to improve the customer experience on arrival at many stations. “Previous customer feedback has highlighted the inconsistency and difficulty of understanding and accessing station services which creates a barrier to using the railway. We have listened to feedback and agree that Welcome Points could greatly enhance the customer experience at stations.” Jacqueline Starr, Chair and CEO, Rail Delivery Group

As part of the trial, Welcome Points have been installed at circa 35 stations. RDG will report on the findings and will make recommendations later in 2025.

Customers are encouraged to visit participating stations and use the Welcome Points if they need staff assistance or information to support them with their journey from that station. For more information visit https://www.raildeliverygroup.com/our-services/rail-data.html?view=article