Links between TOC websites and assistance booking systems

[TUC]

I booked assistance for my wife via a passenger assistance form on Northern's website. What was noticeable was the confirmation was received was that the outward journey was incorrect and that the return journey was missing altogether. I assumed that, even if confirmation of the request was required, what was entered on the webform (which had separate boxes for stations, journey times etc.) would be linked to enter directly into the assistance booking system. Is it actually the case that the systems are separate and staff have to copy requests across manually?

 

[Paul Kelly]

Is it actually the case that the systems are separate and staff have to copy requests across manually?

I'd imagine so yes, as the "official" access to Passenger Assistance is via a special app - perhaps if you use it, the details are entered directly into the system? RDG press release about the new app is here: https://media.raildeliverygroup.com...with-confidence-in-first-for-public-transport

It seems to be RDG policy to require assistance to be booked separately from the process of buying a ticket.

 

[TUC]

I'd imagine so yes, as the "official" access to Passenger Assistance is via a special app - perhaps if you use it, the details are entered directly into the system? RDG press release about the new app is here: https://media.raildeliverygroup.com...with-confidence-in-first-for-public-transport

It seems to be RDG policy to require assistance to be booked separately from the process of buying a ticket.

That's interesting, because Northern's assistance webpage does not even mention the existence of that app. (Indeed, the webpage is still full outdated lines on Covid.). One would have thought that it would be logical to provide a link for downloading it. I wonder if other TOCs have?

== Doublepost prevention - post automatically merged: 3 Oct 2022 ==

I'd have to say as well that downloading the assistance app has not been designed to be a user-friendly experience. A Google search for it took me to a NRE webpage where clicking the link to download it brings up the message in the image below. It includes the following statements:

'Rail Delivery Group requires you to enrol this device to access message links' (and asks you to enter an email address to recrive an access code)

and:

'Your IT department has enabled Targeted Threat Protection for all users'.

Given I wasn't accessing this on a work phone (and I tried both an IPad and an android phone and got the same messages), who could blame a member of the public for being very cautious about proceeding?

 

[Adam Williams]

RDG do this all the time. I get the impression they copy link addresses out of emails blindly and without checking what they're doing, and so you end up with public-facing NRE pages which link through their own corporate security system. It's not the first time I've seen it.

As a general rule, I'd run a mile if ever asked to enroll a device in a security system for a company you don't work for. It's not the case with Mimecast's link protection, but e.g. MDM (think Intune) enrolment can give the organisation considerable/complete control over the device you register

 

[Segedunum]

Is it actually the case that the systems are separate and staff have to copy requests across manually?

Pretty much. Though back when I worked in PA for other TOCs, my encounters with Northern's team weren't exactly reassuring.

The only way for you to directly input your journey into the system is to book it through the app, as a staff member merely needs to view it, add any relevant notes and confirm it.

You can also book assistance for any TOC through any other TOC.

 

[TUC]

You can also book assistance for any TOC through any other TOC.

I thought it should be via the TOC responsible for the opening leg of the outward journey?

 

[CyrusWuff]

Pretty much. Though back when I worked in PA for other TOCs, my encounters with Northern's team weren't exactly reassuring.

The only way for you to directly input your journey into the system is to book it through the app, as a staff member merely needs to view it, add any relevant notes and confirm it.

As an aside, Transreport also have an Assistance Booking web page at https://booking.passengerassistance.com/ if you can't use the app, which also feeds directly into the system.

 

[Segedunum]

I thought it should be via the TOC responsible for the opening leg of the outward journey?

That's how the app works, yes. It'll put it in the "unconfirmed" pile of whoever operates the first leg of the outbound.

But you can fill in a webform for, call or email any TOC. Some customers would just stick to one TOC for booking everything up and down the country, from my experience, as they preferred the service they'd receive (or the longer opening hours) from them. It all gets fed into the same system so it shouldn't really matter.

Assistance with tickets over the phone is a different matter, as some systems (such as PICO on Avanti) get fussy about what they want to sell.

As CyrusWuff has posted above, you can also use the webform (that I think has materialised since I left that role) if you prefer not to deal with any TOC directly and just input everything yourself.