The Passenger Experience
The passenger experience Key ways to make train services accessible for blind and partially sighted people RNIB Good practice guide “ I have been removed from a train for not having a ticket because I couldn’t see the ticket machine and the details of what ticket to buy. The general awareness of other people is poor; just because I don’t have a white stick and guide dog doesn’t mean I don’t have a disability.” Research respondent 2 Acknowledgements Acknowledgements We would like to thank the following people and organisations for their insight during the production of this guide: Chris Hagyard, Virgin Trains David Partington, Transport for Greater Manchester David Sindall, Association of Train Operating Companies Greg Lewis, Age UK James Grant, Transport for London Jocelyn Pearson, Passenger Focus Kirsty Monk, Southern Railway Lynn Watson, Thomas Pocklington Trust Neil Craig, First Great Western Niamh Connolly, NCBI – The National Sight Loss Agency Peter Osborne, European Blind Union Rebecca Fuller, Passenger Transport Executive Group 3 Contents Contents 6 Who should read this guide 8 Foreword 9 Industry support for this guide 9 Association of Train Operating Companies 9 Passenger Focus 9 Passenger Transport Executive Group 11 The case for an inclusive rail service 12 Business benefits 13 A better understanding of what passengers with sight problems actually see 15 The challenges passengers with sight loss face 17 Making services accessible 17 Quality customer service 20 Access to information 24 Booking assistance 25 Getting to the station
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