National rollout of Welcome Points begins

The national rollout of station Welcome Points began in September 2026, with an opening event held at Birmingham New Street station. The initiative was launched by the Rail Delivery Group (RDG) after successful trials at a series of stations. The Welcome Points were designed with input from passengers and disability‑led organisations to provide a clear place for journey information and assistance requests, aiming to improve accessibility for disabled people and customers with additional support needs.

The trial covered 37 stations and recorded more than 31,000 visits. RDG reported that 93 % of all customers were satisfied with the service, while 99 % of disabled customers reported a positive experience. One visually impaired passenger, who had not taken a train for 15 years, said the Welcome Point at her local station gave her the confidence to travel independently again.

The national programme has been shaped by feedback from passengers, accessibility groups and train operating companies. As more Welcome Points are introduced, the RDG programme team is working with operators to prepare frontline colleagues. New staff familiarisation materials, filmed at Manchester Piccadilly, will help colleagues support passengers using the units.

Beverly Hooper, Welcome Points Programme Director, said the trial demonstrated the difference that the service can make, especially for people who may otherwise lack the confidence to travel independently. She highlighted that passengers and accessibility groups have helped shape the programme at every stage, and expressed delight that more passengers will now be able to benefit from the national rollout.