How Passenger Assistance enabled a 103% increase through a structured, technology-enabled approach to accessibility.
increase in Passenger Assistance bookings
passengers annually
implementation of Passenger Assistance technology
Swansea Station is a key interchange on the UK rail network, serving a wide regional catchment across Wales and welcoming 2.3 million passengers annually. As demand for assistance increased year on year, the station faced growing pressure to deliver consistent, high-quality support.
Historically, staff relied on manual and fragmented processes. Requests were shared via email and printed for frontline teams, while records of Turn Up and Go passengers were often informal or not captured at all.
This limited visibility of demand and made it difficult for teams to plan ahead or allocate resources effectively. Conductors operating between unmanned stations often had little or no insight into passenger needs in advance.
Although assistance was delivered with strong commitment, the lack of centralised data and consistent processes created inefficiencies and variability in service delivery. As demand continued to rise, it became clear that a more structured and scalable approach was required.
Swansea implemented Transreport’s Passenger Assistance Management System in 2022, introducing a digital platform to manage requests and improve coordination across teams.
Assistance requests became visible in advance, replacing reliance on emails, printed lists and last-minute communication. This enabled better planning and smoother handovers between station and onboard teams.
Alongside the technology, Swansea prioritised structured training and ongoing mentoring to ensure consistent adoption. This helped staff understand both how to use the system and the operational value it delivered.
The station also introduced dedicated travel assistance teams at high-demand locations. These roles provide consistent support and improve reliability, particularly during disruption.
By aligning technology, people and processes, Swansea established a more coordinated and proactive approach to delivering assistance.
Passenger Assistance has enabled Swansea to move from a reactive model to a more planned and proactive approach to service delivery.
Between 2023/24 and 2024/25, the station recorded a 103% increase in assistance bookings, reflecting both rising demand and an improved ability to meet that demand effectively.
Earlier visibility of requests has strengthened staff preparedness, allowing teams to plan resources more effectively and deliver support with greater consistency. The introduction of dedicated assistance teams has further improved reliability and reduced pressure on frontline staff.
Access to clear, centralised data has transformed decision making. Swansea can now identify demand patterns, understand pressure points and make a stronger case for resource allocation, supporting more efficient operations.
For passengers, the result is a more dependable service. Greater consistency and reliability have increased confidence, particularly for those who rely on assistance to travel independently.
Swansea demonstrates that embedding accessibility into everyday operations, supported by the right technology and clear ownership, can improve service quality while strengthening operational performance.
“This initiative has given our customers greater confidence to travel, with assistance volumes and journeys by disabled passengers rising as a result. I am immensely proud of the team at Swansea for the difference they are making to our passengers’ journeys and lives, ensuring that support is always delivered when it is most needed.”
Nathaniel, Station Manager at Swansea station
“We couldn’t understand patterns in demand or make the case for the resources we knew were needed. As the new approach became part of daily practice, colleagues saw how much it improved the quality of assistance we were able to deliver.”
Zandra Ling, Accessibility and Inclusion Support Officer
