Trial sees more ‘Welcome Points’ at railway stations across the region

The standalone units, which have been developed in partnership with accessibility groups and passenger bodies, hope to improve customer service and accessibility on the rail network.

They are designed to meet the needs of wheelchair users and include the latest British Sign Language (BSL) translation to better support deaf passengers.

With a distinct yellow and black design, they can be a focal point for customers to go for assistance and information when they arrive at a station, including those who have disabilities or dual sensory loss.

As part of the trial, ‘Welcome Points’ have been installed at stations including Blackpool North, Deansgate, Harrogate, Hazel Grove, Manchester Victoria, Sunderland and Windermere. 

For more information about the trial, visit: raildeliverygroup.com/welcome-points-trial.

Alex Hornby, commercial and customer director at Northern, said: "Core to our customer mission is making our railway more accessible.

“The ‘Welcome Points’ trial is a great example of the industry coming together to make things better for all our customers and I would encourage anyone using one of the participating stations to give them a go and provide feedback so we get the most out of the trial.”

Jacqueline Starr, chair and chief executive of the Rail Delivery Group, said: “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.”

Northern is the second largest train operator in the UK, with nearly 2,500 services a day to more than 500 stations across the North of England.