London (TAN): United Kingdom-based train operating company Virgin Trains has introduced a new feature through Amazon’s ‘Alexa’ to improve its service for passengers with disabilities, especially visual impairment or mobility issues.
What it is
Virgin Trains has collaborated with Amazon to bring the new voice-activated feature that allows passengers to book JourneyCare using basic voice commands through Alexa-enabled devices,such as the Amazon Echo.
JourneyCare is a support helpline which aids passengers with special needs reserve tickets, book wheelchair spaces and request assistance.
“We are always looking at ways to improve the travelling experience for customers with disabilities and we are really pleased to be introducing this new update to our existing Alexa skill for customers needing to book extra assistance on their journey with us,” said Toby Radcliffe, Customer Proposition Director, at Virgin Trains.
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“We want to ensure train travel is accessible to as many people as possible and this is a further innovation in that direction,” he added.
How it works
The new technology enables customers to book assistance immediately after the purchase of tickets through voice commands.
Passengers requiring JourneyCare will no longer need to either fill out an online form or call the helpline.
Also, the Virgin Trains skill for Alexa will remember customer information, which will further simplify ensuing bookings.
The new service takes two minutes on average to complete, nearly halving the time needed by the traditional procedure, claimed Virgin Trains.
“I welcome the new initiative by Virgin Trains, which will give disabled people a better booking experience,” said Rail Sector Champion for the Minister for Disabled People Stephen Brookes.
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“By utilising Alexa in this way, Virgin Trains recognises the importance of disabled people as being a key part of rail industry business, because those who are comfortable with and can access technology will find the system quick and efficient,” he added.
Following trials, the new JourneyCare feature is now live for anyone requiring assisted travel.
