Passengers to benefit from new assisted travel lounge at Birmingham New Street: Assisted travel lounge exterior

Monday 10 Jun 2019

Passengers to benefit from new assisted travel lounge at Birmingham New Street

Region & Route:
North West & Central

Passengers who need help to get on and off trains at Birmingham New Street station now have a dedicated waiting lounge to make travelling by train a more pleasant experience.

A new assisted travel lounge opened today (10 June) thanks to a £175,000 investment by Network Rail.

Assisted travel is offered to all passengers who need help getting between trains and the station concourse. Last year, nearly 59,000 people used the service at Birmingham New Street.

The investment, part of Britain’s Railway Upgrade Plan, provides a welcoming waiting space for people with additional mobility and sensory needs and a dedicated team to help them.

To make it easily accessible during opening hours* the lounge door will always be open, with bright multi coloured signs to aid the visually impaired.

There are 24 seats at different heights in the new lounge - an increase of 140% from the former waiting area in the main station reception. There is also a water bowl for service dogs.

Karen Hornby, head of performance and customer relationship for Network Rail, said: “It’s a priority for Network Rail to provide first-class service to our customers. Travelling through a busy railway station can be daunting for those with additional needs but the new assisted travel lounge provides a friendly space for people to wait and get the help they need from a dedicated team. It will transform the way passengers access rail travel at Birmingham New Street.”

The assisted travel lounge was designed with the guidance of Birmingham New Street’s accessibility forum, which includes people with disabilities, their carers and advocates, to ensure the space meets the needs of those who’ll use it. 

Mark Sanders, member of the Birmingham Accessibility Forum, said: “I’m registered blind and travel with my guide dog Lily through the station which can sometimes be challenging.

“Having this new waiting lounge will give me a calm place to wait for assistance staff and will be great for the hundreds of people who use assisted travel every week. Network Rail has ticked so many of the boxes and has listened to what people like me need.”

Passengers who need the assisted travel service should speak to their train operator before their journey when booking their ticket.

The new waiting space can be found in the Birmingham New Street red lounge in the place of the old Virgin Trains first class travel lounge.

Notes to editors:

*It will have a staffed reception and be open seven days a week during the following hours:

  • Sunday:       9am-7pm
  • Monday:      7am-9pm
  • Tuesday       7am-9pm
  • Wednesday: 7am-9pm
  • Thursday:    7am-9pm
  • Friday:          7am-9pm
  • Saturday:     7am-9pm

Contact information

Passengers / community members
Network Rail national helpline
03457 11 41 41

Latest travel advice
Please visit National Rail Enquiries

Network Rail press office - North West & Central Region
0330 854 0100

About Network Rail

We own, operate and develop Britain's railway infrastructure; that's 20,000 miles of track, 30,000 bridges, tunnels and viaducts and the thousands of signals, level crossings and stations. We run 20 of the UK's largest stations while all the others, over 2,500, are run by the country's train operating companies.

Usually, there are almost five million journeys made in the UK and over 600 freight trains run on the network. People depend on Britain's railway for their daily commute, to visit friends and loved ones and to get them home safe every day. Our role is to deliver a safe and reliable railway, so we carefully manage and deliver thousands of projects every year that form part of the multi-billion pound Railway Upgrade Plan, to grow and expand the nation's railway network to respond to the tremendous growth and demand the railway has experienced - a doubling of passenger journeys over the past 20 years.

Follow us on Twitter: @networkrail
Visit our online newsroom: