I have been registered blind all my life and for most of it I’ve used a guide dog to get round. Beforehand booking assistance on the rail network was a nightmare. A protracted one at that. Different from conversations to different rail networks and hoping and praying that there would be continuity when changing from one train to another. Hoping that the first assistant would even turn up for the first leg of my journey. With Passenger Assistance everything is seamlessly coordinated in one app. You can save your most used favourite journeys. You can cancel via email rather than having to use the phone. The response when booking assistance is immediate. And they always email me very shortly afterwards to confirm my assistance. The fact that I can specify precisely how much assistance I need my seating arrangement for my guide dog. This is 100 times improvement I would hope one day I could turn up at a station without booking but until then this is a fantastic medium to fill that gap and not having to talk to several human beings in order to achieve such a simple and essential task. Thank you so much for the bell galloping this app it has made such a difference to my quality of life when travelling on the National Rail network

Booked sister and myself as her carer , to travel from Bathgate to Westcombe Park Stn in London, and return 30 Aug 23 to Bathgate. Cannot speak highly enough about the excellent assistance we both received during our journeys . As we passed through the various stations, there was always someone with a happy smile to meet and greet us both and push my sister from the one station to next. We both were delighted with the service received from A to Z😁I must also say a huge thank you to the staff at the end of the telephone who “had the patience of a saint” with me when I was trying to book our journeys. They kept me informed at every step.What a wonderful service you provide . We have told anyone and everyone thinking about travelling, to use the amazing service. Thank you xxxx

Booked assistance for travel today for Priority Seat + 1 and a mobility walker space plus luggage when I booked tickets and auto trf to the app. Booking ref received and said unconfirmed in the app. Email received a couple of days later to say Booking has been amended and confirmed that priority + 1 seats booked. I assume amended by either Booking Assist or Train company a day before travel who dealt with the booking request? No mentioned of the mobility walker space or luggage once they amended my original booking request? However, they also did not confirm the carriage or seats we were supposed to sit in just that they were booked. Approached the rail company travel information desk at Liverpool St station for assistance on day of travel. Member of staff was not interested said nothing to do with them and go and find a member of train staff and pointed to the platform our train was leaving from. In the end we got on our booked train and found some seats in the priority seat carriage C ourselves and hoped they were ours and not booked by someone else? Good job we got there early as carriage space soon filled up with prams. Once home email arrived to say booking had been cancelled, as if we never turned up.Not impressed I might as well have never bothered to use the app. Will phone up the rail company in future.

I’ve also been blown away by ‘passenger assist’ on Avanti West Coast trains recently travelling two journeys with my electric wheelchair and my broken leg in a large metal frame. The app has been easy to use and the journeys booked were very smooth despite train strikes.I was very apprehensive travelling for the first time, but the team were exceptionally friendly and reassuring. They assisted me to the platform, placed the ramp, ensured I got on the train safely and met me at the other end. At Euston they escorted me from the busy platform to a different exit. I felt much safer and reassured, so much so the second time I booked a journey I didn't mind needing to catch a connecting train and I didn’t feel the need to ask for assistance leaving the train station.Thanks so much!