Responses to 'Improving Assisted Travel by rail' letter – June 2018 Rail Industry Company Page number Arriva Trains Wales 2 c2c 5 Chiltern Railways 8 Crosscountry 11 East Midlands Trains 14 Grand Central 16 Great Western Railway 19 Greater Anglia 21 GTR 25 Heathrow Express 32 Hull Trains 34 London Underground Limited 36 Merseyrail 41 MTRCrossrail 43 Nexus 48 Northern 50 ScotRail 53 Serco Caledonian Sleeper 56 South Western Railway 58 Southeastern 60 TransPennine Express 63 Virgin Trains 66 Virgin Trains East Coast 68 West Midlands Trains 70 John Larkinson Director Directorate of Railway Markets and Economics Email:
[email protected] 16th May 2018 Dear Mr Larkinson, Re: Improving assisted travel by train Thank you for the opportunity to advise on the work delivered, and planned to be delivered, with the intention of improving assisted travel on our network following on from the recent consultation. Our Managing Director, Tom Joyner, has asked that I reply on his behalf as he is currently away from the office conducting a colleague tour across the network. Arriva Trains Wales is committed to improving our assisted travel provision for our customers. Improvements in several areas have been realised this year that support this aspiration, with many more in the pipeline to be delivered soon. We believe that the creation of the Assisted Travel advisory Group will assist greatly in ensuring the industry has a clear understanding of requirements and aspirations in this area and we would welcome the opportunity to be involved from an early stage. In terms of the steps already taken to improve in the three areas identified; raising passenger awareness, the reliability of Assisted Travel provision, and staff training please see details listed.