Published 18 Sep 2026
Inclusive Newcastle rail operator Lumo has pledged to ensure every single employee is equipped to help passengers living with dementia travel more confidently on its trains.
The transport firm is the first in the UK to partner with the Alzheimer's Society to provide information sessions to its entire workforce.
Around one million people across England, Wales, Scotland and Northern Ireland, live with dementia, including more than 41,000 in the North East of England.
Symptoms of the condition, which include alterations to memory, thinking and behaviour, can make train travel particularly challenging.
Lumo, which prides itself on its accessibility, is committed to ensuring that all colleagues undertake Dementia Friends Sessions by May 2027.
The one-hour awareness sessions aim to increase understanding of the condition and help customer service workers recognise when passengers might need help.
The first sessions are due to begin on Monday September 21 to coincide with World Alzheimer's Day - and will run throughout the rest of the year and beyond.
Amanda Spivack, Alzheimer's Society Regional Fundraiser for the North East and Scotland, said: "Train travel can be particularly challenging for those living with dementia.
"Disruption or unexpected last-minute changes to train times can be especially disorientating and unsettling, not just for people living with dementia, but for those travelling with them.
"At the same time, a dementia diagnosis impacts the whole family and can create a sense of isolation - not just for those living with the condition, but also for their families and carers.
"A survey has revealed that 62 per cent of dementia carers may experience moderate or severe loneliness. That means the ability to safely get on a train to see friends or family can make a real difference to their quality of life.
"These sessions will equip Lumo colleagues with the knowledge and confidence to ensure that rail journeys are accessible and improve the whole travel experience for people living with dementia."
Alzheimer's Society Dementia Friends Sessions are free and available to all individuals who want to learn more about dementia. The sessions reduce stigma and increase awareness of dementia and highlight the small steps we can all take within our communities to support those affected.
It is hoped that Lumo teams will come away from the sessions better able to spot when a customer might have dementia.
They will also learn how using clear, calm and simple language can be a more effective way to communicate information about rail journeys to people living with dementia.
An emphasis on empathy and kindness is at the heart of the sessions, which encourages employees to be patient, kind and tolerant if someone is confused, upset or asking repeated questions.
Amanda added: "We are delighted to see Lumo becoming one of the leading rail operators to engage their teams in our Dementia Friends programme.
"By investing in staff awareness and understanding, Lumo is demonstrating their commitment to creating a more inclusive and dementia-friendly travel experience.
"For many people living with dementia, accessible rail travel helps maintain independence and social connections, and we look forward to seeing other rail operators across the region follow their lead.
"It could be that people who've attended the Dementia Friends Sessions are then also able to notice when someone needs support in their own communities and can then advise them.
"Whoever you are, whatever you are going through, you can turn to Alzheimer's Society for help and advice."
A total of 108 on-board customer experience ambassadors will be taking part in the sessions, 58 across Lumo's east coast line, and 50 on the west.
World Alzheimer's Day is held across the globe in a bid to raise awareness of dementia and challenge the stigma around the condition.
Lumo believes offering the Dementia Friend Sessions to its staff is a natural extension of its inclusive outlook and customer-first approach.
Lindsay Gauntlett, Head of People and Culture at the rail firm, said: "The dementia initiative is the next step for us. We have already done work helping to support passengers with ADHD and autism, and this is part of a broader inclusivity approach.
"We recognise that dementia, and caring for those with the condition, can be isolating and encourage people affected to travel.
"The message is, whoever you are, we will support you to travel with Lumo.
"The aim is to help people feel confident enough to travel to see friends and family, with Lumo providing a supportive environment.
"We hope passengers may then go back to people in the same situation and say, you know what, I managed this journey with Lumo, and the staff were wonderful.
"We're proud to be collaborating with Alzheimer's Society, and to be leading the way on inclusivity within the industry."
Lumo was recently named the UK’s best value rail operator. The operator also scored an impressive 90% overall customer satisfaction score in the Rail Customer Experience Survey (RCXS), placing Lumo among the three highest-performing long-distance train operators for the period covering October 2025 to March 2026.
The transport firm is the first in the UK to partner with the Alzheimer's Society to provide information sessions to its entire workforce.
Around one million people across England, Wales, Scotland and Northern Ireland, live with dementia, including more than 41,000 in the North East of England.
Symptoms of the condition, which include alterations to memory, thinking and behaviour, can make train travel particularly challenging.
Lumo, which prides itself on its accessibility, is committed to ensuring that all colleagues undertake Dementia Friends Sessions by May 2027.
The one-hour awareness sessions aim to increase understanding of the condition and help customer service workers recognise when passengers might need help.
The first sessions are due to begin on Monday September 21 to coincide with World Alzheimer's Day - and will run throughout the rest of the year and beyond.
Amanda Spivack, Alzheimer's Society Regional Fundraiser for the North East and Scotland, said: "Train travel can be particularly challenging for those living with dementia.
"Disruption or unexpected last-minute changes to train times can be especially disorientating and unsettling, not just for people living with dementia, but for those travelling with them.
"At the same time, a dementia diagnosis impacts the whole family and can create a sense of isolation - not just for those living with the condition, but also for their families and carers.
"A survey has revealed that 62 per cent of dementia carers may experience moderate or severe loneliness. That means the ability to safely get on a train to see friends or family can make a real difference to their quality of life.
"These sessions will equip Lumo colleagues with the knowledge and confidence to ensure that rail journeys are accessible and improve the whole travel experience for people living with dementia."
Alzheimer's Society Dementia Friends Sessions are free and available to all individuals who want to learn more about dementia. The sessions reduce stigma and increase awareness of dementia and highlight the small steps we can all take within our communities to support those affected.
It is hoped that Lumo teams will come away from the sessions better able to spot when a customer might have dementia.
They will also learn how using clear, calm and simple language can be a more effective way to communicate information about rail journeys to people living with dementia.
An emphasis on empathy and kindness is at the heart of the sessions, which encourages employees to be patient, kind and tolerant if someone is confused, upset or asking repeated questions.
Amanda added: "We are delighted to see Lumo becoming one of the leading rail operators to engage their teams in our Dementia Friends programme.
"By investing in staff awareness and understanding, Lumo is demonstrating their commitment to creating a more inclusive and dementia-friendly travel experience.
"For many people living with dementia, accessible rail travel helps maintain independence and social connections, and we look forward to seeing other rail operators across the region follow their lead.
"It could be that people who've attended the Dementia Friends Sessions are then also able to notice when someone needs support in their own communities and can then advise them.
"Whoever you are, whatever you are going through, you can turn to Alzheimer's Society for help and advice."
A total of 108 on-board customer experience ambassadors will be taking part in the sessions, 58 across Lumo's east coast line, and 50 on the west.
World Alzheimer's Day is held across the globe in a bid to raise awareness of dementia and challenge the stigma around the condition.
Lumo believes offering the Dementia Friend Sessions to its staff is a natural extension of its inclusive outlook and customer-first approach.
Lindsay Gauntlett, Head of People and Culture at the rail firm, said: "The dementia initiative is the next step for us. We have already done work helping to support passengers with ADHD and autism, and this is part of a broader inclusivity approach.
"We recognise that dementia, and caring for those with the condition, can be isolating and encourage people affected to travel.
"The message is, whoever you are, we will support you to travel with Lumo.
"The aim is to help people feel confident enough to travel to see friends and family, with Lumo providing a supportive environment.
"We hope passengers may then go back to people in the same situation and say, you know what, I managed this journey with Lumo, and the staff were wonderful.
"We're proud to be collaborating with Alzheimer's Society, and to be leading the way on inclusivity within the industry."
Lumo was recently named the UK’s best value rail operator. The operator also scored an impressive 90% overall customer satisfaction score in the Rail Customer Experience Survey (RCXS), placing Lumo among the three highest-performing long-distance train operators for the period covering October 2025 to March 2026.
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