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Supporting Passengers with a Disability

How focused are you on your passengers?

I recently had the pleasure of visiting Nottingham Train Station on behalf of East Midlands Trains. During the visit I was very impressed with just how much emphasis the train operator places on customer service and supporting individuals with a disability.

The redevelopment project for the station will see dramatic improvements in the facilities and indeed the customer experience. Having spent some £60 million on the redevelopment as part of the “Nottingham Hub Project” the station is due to open in just a matter of weeks.

As one of the leading Disability Consultants in the United Kingdom I was delighted to be asked by the team at East Midlands Trains if I would be able to attend a site visit. Our aim was to examine the work being carried out at Nottingham and to evaluate how it would meet the needs of passengers with a disability.

Often we see poor examples of customer service as these are perhaps more widely reported than the exceptionally good cases.

Each year East Midlands Trains transport in excess of 24 million people, the passenger assistance teams working for East Midlands trains meet and greet over 7,000 passengers with a disability each year. As a regular commuter between the East Midlands and areas of the country such as London and Glasgow I have always been impressed by the friendliness of the staff and their willingness to assist.

Having recently taken part in a site visit with representatives from both the construction industry and East Midlands Trains I was delighted to see that such an emphasis has been placed on “Getting it Right”.

All too often large companies are scared to ask for advice or support in respect to disability awareness. Many businesses in fact get in touch after they have received a complaint meaning that the approach is more reactive than proactive. In the case of East Midlands Trains it was a refreshing change to see such a proactive and positive approach being taken towards such a key business area.

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Richard and the East Midlands Trains Team