The small and somewhat cramped accommodation on platform one at Paddington station has been replaced by a new a bigger unit right on the Lawn itself. The new Assisted Travel Lounge is sited near platform nine and it was formerly separate shop units (including a Whistlestop store) that were merged and refurbished to create this new, bright and airy disability reception unit. The unit was finished in mid December ready for use. It had been hoped to open the new unit before Xmas 2025 however that didn’t happen, and a number of times during December staff thought they had a definitive move date but these did not transpire. As the new year 2026 progressed one was wondering when it would in fact open!

The hoarding surrounding the former Whistlestop unit. Work had barely begun to convert it into a new Assisted Travel Lounge. March 2025.

Paddington’s new Assisted Travel Lounge on its first day of opening. It faces the Lawn area and the main access from Paddington Square/Praed Street. One can see the main entrance for the Assisted Travel Lounge and also a smaller entrance for the Contractor’s Reception. More on that later.

Assisted Travel Lounges provide a welcoming space for people with mobility and sensory needs, backed up by dedicated teams. These units are characterised by glass walls and doors which provide a visible manifestation. The new lounge highlights a commitment to prioritising passenger experience and inclusivity including the specific needs of those with disabilities. The two units create a far more welcoming and accommodating environment than the old one on platform one. The new lounge opened on 20th January 2026.

The old Assisted Travel Lounge located on platform one. Seen on its final day of use.

The new, better, more spacious and brightly lit Assisted Travel Lounge at Paddington station. From this it can be seen the reception area has two functions. The main area (seen from this side) is the Assisted Travel Lounge. The man standing at the smaller desk is clearly using the Contractor’s Reception facility. This is gained via a separate entrance from that for the Assisted Travel Lounge. Seen on the first day of opening.

The new Assisted Travel Lounge follows other examples introduced at Network Rail’s managed stations – such as Birmingham New Street, Derby, Manchester Piccadilly, Reading and all the larger London termini. Basically these have specific requirements including 1000mm wide entrances with ample space for a wheelchair user to manoeuvre. Provision for passenger luggage and prams or push chairs is also included. Seating is contrastable against the background environment making it easy for those with vision disability to discern. Other aspects of these units is there should be an induction whilst the lighting within must be no less than 150 lux. And perhaps the most important aspect should be the accessible toilets and wash facilities. All of these are provided at the new Paddington Assisted Travel Lounge and compromises a substantial improvement compared to the old unit on platform one.

The old and the new reception opening hours. The new one clearly closes five minutes earlier at the end of each day!

One may notice from the above posters the new unit at Paddington also incorporates a Contractors’ Reception. Its merely a point where contractors employed to do work at the station must first attend, also receive instructions, safety information, indemnity and the rest of it. It will also involve the media and others wishing to do on site work such as photography, filming, canvassing, pop up shops etc. Previously the two had been separate as at other Network Rail stations (such as King’s Cross and Waterloo) however space constraints at Paddington was a factor in merging the two departments thus the Assisted Travel Lounge CSA’s (Customer Service Assistants) have a dual role.

The new Assisted Travel Lounge has a frontage that faces ‘The Lawn’ (the station’s main circulation area) and this also includes the Contractor Reception with its separate entrance. The ‘MTA’ that can be seen in the windows isn’t relevant to the unit its merely the reflection from a dispenser at the next adjacent unit.

Paddington station now has two accessibility units which are both of similar style thus easily recognisable for those who wish to use these. So far no publicity’s been given to the opening of the new accessibility unit unlike the time when the station’s other new accessibility unit by the taxi rank opened in August 2023. This unit was built to assist with those with disabilities arriving or leaving the station by taxi. Because of the new taxi rank’s position it had been thought necessary to provide a smaller unit. The station’s mobile buggy service serves this unit too and these gain access by way of the former taxi ramp off platforms 10 and 11.

The former Whistlestop at the start of work to enlarge the internal space for use as an assisted travel lounge. April 2025.

The completion of the larger Assisted Travel Lounge at Paddington Station no doubt sees further improvement in facilities for passengers with disabilities and reduced mobility. It provides a safe and accessible waiting area adjacent on the Lawn adjacent to platform eight, and its easily seen from the main tube station exits and the main public access route down from Praed Street and the new Paddington Square, thus it afford a prominent position within the station itself.

The new Assisted Travel Lounge seen nearing completion. 1st December 2025.

Previously the mobility buggies which are used for direct transportation to the station’s many platforms now have somewhere proper to park rather than be somewhat awkwardly placed along platform one as was the case with the old unit.

The old Assisted Travel Lounge on the station’s famous Platform One often featured a long line of mobility buggies waiting for their next task.

One downside of this new Assisted Travel Lounge is like nearly all Network Rail disability units and in terms of assistance these are sadly replete of staff who know BSL – something that’s no surprise of any sort. I’ve filmed Deaf people trying to ask staff for information to no avail. Clearly these places are not for Deaf/BSL users despite the term ‘accessibility.’