SWR - No seat reservations and booked assistance

[HantsExile]

I travel frequently on SWR trains but have never looked to reserve a seat.

In a few weeks time I am planning to travel by train with a friend, she has had serious health problems for over a year but is now on the mend and we are planning a convalescent few days by the seaside.

My friend's health problems have affected her mobility, so she is quite nervous about travelling by train after such a long time, and especially about boarding and finding a seat. So she asked me to get seat reservations when I booked our tickets.

I started to book online - as I usually do - but when I got to the reservations section and attempted to reserve seats, I got a message to the effect that "You are reserved onto this train and can sit in any vacant seat".

I then checked at my local station's booking office, where it was confirmed that it is not possible to book specific seats on SWR trains.

I had already decided to book Assistance, which should help with the boarding / finding a seat issue at our departure station. (I asked whether this would make a difference to the reservation situation, but was told 'no'.)

But I am unclear how Assistance will work at the destination station when there is no advance notice of the carriage from which we will be exiting.

Can anyone reassure me as to how this will work? My friend is so anxious about the situation that she may decide to cancel the trip, and that would be a shame ...

 

[Horizon22]

I had already decided to book Assistance, which should help with the boarding / finding a seat issue at our departure station. (I asked whether this would make a difference to the reservation situation, but was told 'no'.)

But I am unclear how Assistance will work at the destination station when there is no advance notice of the carriage from which we will be exiting.

Can anyone reassure me as to how this will work? My friend is so anxious about the situation that she may decide to cancel the trip, and that would be a shame ...

Can't answer the reserved seat questions for SWR, but as for assistance it is fairly simple:

1. You have booked assistance and provided your itenary
2. You then turn up to the station on the day, present yourself to staff who can confirm all the details.
3. They put you on the train and contact the destination station with the specific train (headcode) and coach you are seated in.
4. Destination station (who already has the booked assistance but not exact location until step 3) meets you on arrival and provides assistance.

This happens daily across the rail network and the vast majority of the time there are no issues.

 

[yorkie]

SWR do not do seat reservations.

However, if you feel able to post your intended journey details here, people who are familiar with the route may be able to advise which trains are quieter, and where the entrances/exits are.

 

[quartile]

Is the trip at the weekend? SWR offer weekend first upgrades for not too much and there is rarely not spare seats on the weekend in first

 

[lxfe_mxtterz]

If you're nice to the guard, they may be able to offer you a complimentary upgrade to First Class through means of a "Back on Track" voucher.

I've often offered complimentary First Class upgrades to booked assistance vulnerable or elderly passengers if they've been polite and friendly with me.

Obviously don't count on this (and probably don't ask for it, though you could perhaps mention about your friend's anxiety about the seating situation), but it is possible and just a little something that would be nice.

 

[HantsExile]

Many thanks for the replies so far - and thanks to Admin for moving my post into the correct section, I did wonder ...

Will return tomorrow and post details of the journey.

 

[Taunton]

But I am unclear how Assistance will work at the destination station when there is no advance notice of the carriage from which we will be exiting.

The assistant putting the passenger in at the origin station telephones the destination station.

 

[HantsExile]

Here is our itinerary:

Winchester --> Basingstoke (should be OK)
Basingstoke --> Honiton (this is the worrying element, we don't have much flexibility as need to arrive around 2.30pm.)

Very helpful and reassuring comments so far, if anyone has anything to add I'll be grateful.

 

[HantsExile]

Here is our itinerary:

Winchester --> Basingstoke (should be OK)
Basingstoke --> Honiton (this is the worrying element, we don't have much flexibility as need to arrive around 2.30pm.)

Very helpful and reassuring comments so far, if anyone has anything to add I'll be grateful.

Just coming back in to say I have booked Assistance for this trip, I booked by phone and it seemed to take a long time but very nice staff and all is sorted.

Depending on how we get on on the outward journey, we may or may not book Assistance for the return journey.

I will report back post-trip.

Thanks again to all for help.

 

[Flange Squeal]

Other things that may hopefully reassure your friend is that all SWR services have a Guard, so there will always be a member on staff on board each train that will be able to offer assistance, even at unmanned stations. You will also find a designated 'Assisted Boarding Point' on the platforms where a sign has a QR code allowing you to 'Whatsapp' staff with a message and a telephone number you can ring should you need further help or need to get in contact with someone, for example if at an unmanned station or if you couldn't find station staff for any reason.

 

[Kath123]

Hi

I’m sorry I’ve been slow becoming aware of your thread.

I’m visually impaired and use assistance to travel with SWR.

I think others have beaten me to answering your questions but when the staff member providing your friend’s assistance helps your friend to board the train I think they would usually ensure they have a seat before leaving - this is usually what happens with me (only rarely have they helped me get onto the train but not helped me find a seat). They then telephone the destination station with the location of the seat or put it on the new Passenger Assistance app. I always try and get them to telephone. While I don’t mind where I’m sat on the train there are seats next to the wheelchair space which I think disabled passengers are meant to have priority for and often they sit me there.

I note it has been mentioned in this thread that sometimes Assistance passengers can be offered a complimentary upgrade to first class if trains are busy - this is never something I would ask for but it is something guards have kindly done for me on occasion so I have a seat and was very much appreciated.

I wasn’t aware of the SWR ‘Back On Track’ vouchers until July this year when I got caught up in disruption. Due to disruption I had to make an extra change. I was feeling very anxious and the extra station I had to change at was very busy due to the disruption. The assistance staff there sounded quite worried about if they would be able to find me a seat on the train. I offered to wait for a later train but instead they kindly filled out and handed to me a ‘Back On Track’ voucher and explained to me they had upgraded my ticket to first class. This meant when the train came in they took me straight to First Class to get a seat. I was very grateful for their kindness.

I hope the journey goes well for you and your friend. If you have anymore questions do feel free to ask.

 

[HantsExile]

Just coming back in to say I have booked Assistance for this trip, I booked by phone and it seemed to take a long time but very nice staff and all is sorted.

Depending on how we get on on the outward journey, we may or may not book Assistance for the return journey.

I will report back post-trip.

Thanks again to all for help.

Here we are safely back after our Assisted trip.

The outward journey went very well.

As mentioned by Kath123, on the first leg Winchester --> Basingstoke, we were 'popped into' First as the train was very full.

At Basingstoke our train to Honiton was significantly delayed. The rather taciturn Assistance chap there was keen to get us onto another train which was due to come in before the Honiton train, but this would have meant an extra change and we decided to sit it out. When the train came in it was very full but Assistant and Guard liaised, I think the Guard had identified and 'reserved' a pair of seats near the entrance.

We were rather concerned that the Basingstoke Assistant had put our (cabin-sized) baggage on the overhead rack, neither of us would have been able to lift them down - but at Honiton the Assistant hopped smartly on the train and took charge of the bags. Anxiety was reduced because the Guard had announced the train (already late) would be waiting in Honiton for c20 minutes (awaiting an upcoming train?) so we knew there was no rush.

My friend was very happy with the Assistance, it really helped her anxiety about this first train journey in some time, and with impaired health. So we arranged Assistance for the return journey via the app, and this also proved trouble-free. Our Honiton --> Basingstoke train was a bit late so we missed our itinerary connection, this was handled smoothly and we were assisted onto the next Winchester train.

As people earlier in the thread advised, it was clear that the Assistants were phoning 'forward' with our location on the train, we had no trouble meeting up with them at any of the stations. Also good liaison between Assistance and Guards, the latter were always helpful and friendly.

All in all a success - and sun shone too !!!

Thanks again to everyone for their helpful information, comments and advice.

 

[Kath123]

Thanks for updating us - really great to hear everything went well for you and your friend.