Big change at Piccadilly to make customers lives easier

From the bank holiday weekend station staff at Manchester Piccadilly, Liverpool Lime Street and Leeds will be wearing the new yellow vests to make them easier for passengers to spot.

This will be the first time customer service staff from Network Rail, Northern, TransPennine Express and station support staff will all be wearing the same thing.

Network Rail head of customer and station transformation David Dubaj-Downs, said: “Stations are busy places, and we know customers sometimes need quick reassurance about who they can go to for help.

“By bringing colleagues from Network Rail, Northern, TransPennine Express and others together in one shared colour, we want to make that easier.

“If you need support, information or a friendly face, just look for yellow.”

The colour change was recently introduced at Leeds, Liverpool Lime Street and Manchester Piccadilly as part of a wider focus on improving the customer experience and accessibility.

It also marks a step towards making staff more accessible as the railway moves closer to Great British Railways.

The new yellow vests are being brought in across three stations (Image: Network Rail)

Wednesday August 26 marks the launch of a social media campaign has also been launched to raise awareness of the new uniforms ahead of the busy August bank holiday weekend.

Northern Commercial and customer director Alex Hornby said: “This is about putting customers first and creating one railway that is easier for customers to navigate.

“Many people passing through these stations are regular commuters, but others may be visiting for the first time, travelling with children, carrying luggage or needing extra help.

The new yellow vests are being brought in across three stations (Image: Network Rail)

“A simple, consistent colour will make our teams more visible when customers need us.”

The rail operators say that the shared yellow vests will help passengers quickly identify colleagues who are there to assist.

This will be whether passengers need directions, accessibility support, reassurance during disruption, help finding a platform or simply someone to ask.

The new yellow vests are being brought in across three stations (Image: Network Rail)

TransPennine Express deputy customer experience director and head of customer experience Adam Fairclough said: “Our customers tell us that confidence and clarity matter, especially at large stations.

“This shared approach will help people feel more confident asking for help and will support better teamwork between the organisations who keep stations running every day.”