LNER has introduced a new discreet way for train passengers to ask for help if they feel unsafe, becoming the first UK train operator to implement the 'Ask for Angela' safeguarding scheme across its services and managed stations.
How the Scheme Works
Customers who feel vulnerable can discreetly ask staff for 'Angela', alerting them that assistance is needed. The scheme, which launches on Tuesday, June 16, will be rolled out across all LNER services and managed stations. Staff are trained to recognize the request and respond quickly and discreetly to support customers.
Background of 'Ask for Angela'
Developed by Hayley Crawford and named in memory of Angela Phillips, who was killed in 2012 by her husband, the initiative is widely recognized in the night-time economy and helps people leave situations where they feel unsafe. Now in its tenth year, it continues to expand into new sectors.
Angela's daughter Hollie said: "I'm absolutely delighted to see LNER introduce 'Ask for Angela'. The scheme was named in memory of my mum, and to know her name will now help LNER customers who find themselves in unsafe situations fills me with enormous pride. This is exactly the kind of difference she would have wanted to make."
Hayley Crawford added: "When I created 'Ask for Angela', the aim was simple: to give anyone who feels unsafe a discreet way to ask for help and know they'll be taken seriously. Trains and stations should be safe places. This partnership with LNER means thousands more people will have a quiet, trusted way to reach support when they need it most. It's a proud moment for us."
Real-Life Impact
To demonstrate the scheme's effectiveness, LNER released a short video featuring Nicola, a North East-based customer who was recently followed by an unknown man through Newcastle station. She approached LNER staff for help and was supported to continue her journey safely.
Nicola said: "For many people, personal safety is a concern when travelling, particularly for women and girls making a journey alone. LNER introducing 'Ask for Angela' is a fantastic idea which reassures customers that if you need help, it will be provided."
Safety Measures
Jim Rawcliffe, safety and safeguarding manager at LNER, said: "We know that safety is a priority for our customers and 'Ask for Angela' is one of the many ways we can provide support. Our staff are trained to identify and respond to vulnerability, supported by CCTV and body-worn cameras. We hope the scheme reassures customers that when they travel with LNER, they can travel with confidence."
LNER is also working closely with Network Rail, which plans to introduce the scheme at London King's Cross station in the coming weeks. Gunnar Lindhal, director of joint operations for LNER and Network Rail, said: "This is a great example of how track and train can work together for customer safety. Safety doesn't end when customers leave LNER trains, Network Rail colleagues are there to offer help and support too."
Earlier this year, LNER showcased its 'next generation' trains, promising Newcastle travellers an improved experience. The launch of 'Ask for Angela' coincides with Rail Safety Week, an industry-wide initiative focusing on rail safety for all.
