Transreport launches WhatsApp service to help disabled passengers with accessibility information
Transreport has launched a new conversational AI service that allows disabled passengers to ask questions about station accessibility, check what support is available and, create assistance bookings simply by sending a WhatsApp message.
Ask PA, which is is available 24/7 and works in multiple languages. has been designed to be straightforward with passengers sending a message on WhatsApp as they would to any contact. There are no commands to learn and no menus to navigate.
Questions can be broad, such as “Is there a lift at this station?” or specific, like: “Can I book assistance for Thursday?”
Train operators remain responsible for delivering assistance at stations and on board but the new service simply makes it easier to communicate needs in advance and travel with confidence.
Passengers can access Ask PA through the Passenger Assistance app or directly via WhatsApp at +44 7427 917154.
Since 2021, Passenger Assistance has supported more than 10 million assisted journeys for over 1.5 million passengers internationally, helping increase passenger satisfaction from 85 per cent to 95 per cent.
But Transreport’s research shows that statistics alone do not tell the full story. For many disabled passengers, the greatest barrier is not the journey itself, it is the uncertainty beforehand. When questions go unanswered, journeys do not happen. Ask PA aims to change that by offering support in a familiar, everyday channel, at any time of day.
Transreport’s recent findings revealed that when transport systems are designed to reliably support passengers with access needs, they become more efficient, predictable and resilient for everyone.
