Customers at several EMR stations will have the opportunity to contribute to a project aimed at improving customer service and accessibility following the installation of new Welcome Points.
The Welcome Points trial is being run by the Rail Delivery Group (RDG) and will introduce interactive touch-screen units that provide journey planning information for passengers.
One of the key features of the Welcome Points is their ability to facilitate direct communication with station staff, even when they are not physically present at the location.
This ensures that customers receive timely and efficient support, enhancing their overall travel experience. The EMR trial also involves two different models of Welcome Points to assess their effectiveness in various station environments.
Sheffield and Derby will have fully interactive screens with call buttons, enabling two-way communication with staff, while Nottingham, Lincoln, Kettering, Market Harborough, and Chesterfield will have compact call buttons for customers to request assistance from station staff.
Philippa Cresswell, Customer Experience Director at East Midlands Railway, said: "We are always seeking ways to improve accessibility and will be keen to hear our customers' feedback on these new Welcome Points.
"If you are using our services in the next few weeks, please do try out these new machines and let us know your thoughts.
"We encourage customers to visit participating stations and use the Welcome Points for staff assistance or journey information."
The RDG will report on the findings from the trial later in 2025 and make recommendations on the next steps for rolling out Welcome Points more widely.
Image credit: East Midlands Railway
