Overview

We booked assistance at Derby on our arrival at the station, the platform staff were fantastic, had a ramp waiting and came on to the train to help disembark, informed us where the accessible facilities were and carried our luggage all at our own pace straight to the taxi point. On our return journey we were met at the taxi rank by the same staff and shown directly to our platform and the waiting area, the platform manager came to to inform us of short delays and again the ramp was in place and put our luggage on to the train and escorted us too our seats. This was a well organised and well rehearsed service, the friendly and attentive nature of the staff was brilliant. What a pity all train companies are not so accommodating. The staff also informed our next change station of our arrival even although we arranged assistance.

Transport & Parking

We travelled by taxi, there were ample accessibility vehicles and a very uncontested arrival and drop off area. Drivers couldn’t have been more friendly and supportive.

Access

A wide spacious arrival area, as soon as were spotted by station staff we were introduced to the same staff member who assisted us on arrival - that in itself was brilliant. Access to platforms was via lifts which were large and clean. There was very good signage with induction loop and very good seating provision.

Toilets

Can’t comment didn’t used but informed were they were in the concourse and platforms.

Staff

Absolutely brilliant- well done East Midlands Railways, Derby.

Anything else you wish to tell us?

Some staff wore face coverings through the main station area.