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Avanti West Coast has become the UK’s first train operator to launch their own dedicated social media platform for their disabled customers, allowing them to travel with more confidence.
They have set up a Facebook group called Accessible Rail Travel with Avanti West Coast, which has allowed for an interactive online community where disabled travellers can communicate directly with the operator and also share their own experiences to help make future journeys as accessible and comfortable as possible.
The aim is to create a community where valuable insights, as well as information is shared to allow for more independent train travel.
Speaking to the press about the group, Co Chair of Avanti West Coast’s Accessibility Panel, Tony Jennings, said: “Accessible social media plays an important part in welcoming and reassuring disabled people back onto the railways and helps with journey planning, giving us the confidence to travel. I’m really looking forward to being involved with the group.”
The group was created by Emma Martell, the Head of Social Content at Avanti West Coast. She was inspired through her own personal experiences of living with EDS, a condition that makes connective tissue weaker. She found support in various Facebook groups and using this experience, worked with the Accessibility panel to change the way that Avanti West Coast communicates with disabled passengers.
As part of the group’s launch, Avanti West Coast has provided specialist training on the social mode of disability to their social media team, so they can easily recognise the barriers that make life harder for disabled people. They are in the process of receiving additional training to equip them with the knowledge and skills to assist disabled people in the best possible way.
Chris Heaton-Harris, the UK Rail Minister, said: “Ensuring our network is accessible for all passengers is crucial and it is positive to see Avanti West Coast creating a dedicated social media community to help those who require extra assistance to travel safely and with confidence.”
