Great Western Railway (GWR) has become the first train operator in the UK to receive national recognition for its efforts to create an autism-friendly environment and deliver inclusive customer service for autistic passengers.
The company has been awarded the National Autistic Society’s Autism Friendly Award, which recognises organisations that make their services, information and environments more accessible for autistic people. The accreditation follows GWR’s earlier recognition for autism-awareness initiatives between Plymouth and Penzance and now extends across its entire network.
As part of its ongoing work to support autistic passengers, GWR has developed several autism-friendly tools and resources. These include a soundbite series to familiarise travellers with common train sounds, virtual video tours of stations available on the GWR YouTube channel, and sensory packs that include coping tools to make journeys more comfortable. The operator also offers ear defenders at selected staffed stations and continues to expand its “Try a Train” programme, which helps individuals and groups build confidence when using rail services.
Hayley Pollock, whose 11-year-old son Brodie regularly travels by train with his parents, said:
“GWR is a big part of our family. Experiencing the support they have put in place and knowing they have achieved this Autism Friendly Award shows it is leading the way for railway inclusion. I hope other train operators take note.”
GWR Accessibility Mentor Coral Thomas said:
“We are proud to be the first train operator to achieve national autism accreditation across our entire network, building on the success of our 2023 accreditation between Plymouth and Penzance.
This milestone reflects a sustained commitment to making rail travel more accessible and supportive for all. While I’ve been closely involved in leading these initiatives from the very beginning, it has only been possible through the collaboration of colleagues across many departments who share the same passion for improving the experience of every customer, irrespective of their needs.
We look forward to continue to look for innovative approaches and solutions for accessibility and welcome suggestions from the travelling public.”
Christine Flintoft-Smith, Head of Autism Accreditation and Projects at the National Autistic Society, said:
“We are delighted Great Western Railway has achieved the Autism Friendly Award, helping to make society a more autism-friendly place for autistic people and their families.
There are lots of small changes businesses can make to better support autistic people, and just a little understanding can go a long way. We hope to work with as many businesses as possible to help create a society that works for autistic people.”
More than 700,000 people in the UK are autistic, yet many still face challenges accessing public and community spaces. The National Autistic Society’s Autism Friendly Award helps organisations ensure their services are welcoming, supportive and accessible for autistic people and their families.
