For people with reduced mobility in North America, there are many obstacles to using existing rail infrastructure. These obstacles range from level platforms to non-accessible wagons. In order to provide access to the existing offers of the operator, various solutions have to be identified. In addition to the classic technical answers, it should also be shown how an organized assistance system improves the accessibility to the trains. The services are designed to meet the needs and desires of the customers and give people who were previously excluded from the use of railways the opportunity to use them. In addition to customers‘ needs, the requirements and resources of the transport company must be considered. To investigate the prevailing desires and current issues of customers in North America, an online survey was conducted in Canada and the US.^ It asked about the existing challenges when using the trains, the limitations, ranging from mobility aids to prams, which customers have and which solutions customers would prefer. The vast majority of respondents consider the suggestion of support from a railway employee as very helpful. In general technical facilities are also rated positive. To clarify how existing systems are built and what services are offered, a detailed benchmark analysis of these systems was conducted. The services range from the simple operation of a platform lift to the all-round accompaniment by the station and the care of railway customers during each phase of the journey. For this purpose, railway companies from Europe and Australia are compared. Based on the wishes of customers and the benchmark analysis, concise recommendations for action are being developed for the Canadian railway operator VIA Rail.^ The starting point of these recommendations is a pathway analysis with the correspondingly different scenarios. Based on the benchmark analysis, a maximum of different options is offered that covers all the custo-mers‘ wishes. This corresponds with a customer-oriented solution, which comes along with large financial expenses. In addition to the maximum selection of options, a claim catalog with minimum requirements for an assistance system is provided.