Transport UK and EMR open new Assisted Travel Lounge at Derby Station
- Lounge provides focal point for customers who require assistance
- Designed to be spacious and relaxing
- Newly installed Customer Information Screen provides larger, clearer updates
Transport UK and East Midlands Railway (EMR) has officially opened a new Assisted Travel Lounge at Derby Station, offering a comfortable and thoughtfully designed space for customers who require additional support when travelling.
Located near the main concourse, the new lounge reflects Transport UK and EMR’s ongoing commitment to inclusive travel and was shaped in consultation with local accessibility advocates and community representatives. Every element of the space has been carefully considered to ensure it meets the needs of a wide range of customers.
The lounge features accessible seating with integrated charging points and generous space for wheelchair users to move around freely and comfortably. The desk area has been completely redesigned, now offering a split-level layout that makes it easier to use for wheelchair users and those with reduced mobility.
To create a more calming atmosphere, stylish acoustic wall panels have been installed to help reduce background noise, making the environment more peaceful for all users.
A newly installed Customer Information Screen provides larger, clearer updates, allowing customers to check journey details at a glance. In addition, the lounge now benefits from a smarter, energy-efficient heating system which blends seamlessly into the space while delivering improved comfort.
A large, striking image of Monsal Head now decorates one of the lounge walls, chosen to celebrate the natural beauty of the region.
The Derby Assisted Travel Lounge represents a £50,000 investment from Transport UK and EMR, building on the successful delivery of similar facilities elsewhere across the network.
Customers who require additional support are encouraged to speak to a member of the station team, who will be happy to assist them and guide them to the new facility.
Helen Dolphin MBE, Chair of EMR's Access Panel, said: "I'm really pleased to see the launch of the Assisted Travel Lounge at Derby Station.
"Accessible spaces like this are vital in helping to remove some of the barriers disabled people face when travelling.
"Having a welcoming, safe, and supportive environment can make a huge difference, turning what might be a stressful experience into one that feels inclusive and dignified. This is a positive step towards making rail travel more accessible for everyone."
Philippa Cresswell, Customer Experience Director at East Midlands Railway, said: "We’re proud to continue improving the experience for our customers with the opening of the new Assisted Travel Lounge at Derby.
"This space has been carefully developed with feedback from local groups and is designed to offer a safe, calm, and welcoming environment for all.
"It’s just one part of our ongoing commitment to ensure that every passenger can travel with confidence and comfort."
The project has been delivered by East Midlands Railway (EMR), part of Transport UK Group, which continues to invest in improvements that make the railway more accessible, inclusive, and enjoyable for all customers.
This new facility is the latest example of the Group’s shared commitment to putting customers and communities at the heart of its services.