Merseyrail Accessible Travel Policy March 2021
Accessible Travel Policy March 2021 Contents A. Commitments to providing assistance A1 Booking and providing assistance A2 Information provision A2.1 Accessible Travel Policy documentation including alternative formats A2.2 Stations and rolling stock accessibility information A2.3 Passenger journey information (online, at stations, on trains) • Train departures and arrivals • Connections and wayfinding • Delays and disruption A2.4 Information points, help points and contact centres A2.5 Websites A3 Ticketing and fares A4 Alternative accessible transport A5 Scooters and mobility aids A6 Delays, disruptions and emergencies A7 Station facilities A8 Redress and Compensation Passenger Assist B. Strategy and Management B1 Strategy B2 Management arrangements B3 Monitoring and evaluation B4 Access improvements B5 Working with disabled passengers, local communities and local authorities B6 Staff training Merseyrail Accessible Travel Policy 2 Introduction Welcome to Merseyrail. This policy document is designed to complement our customer leaflet which is entitled, ‘Making Rail Accessible - Helping Older and Disabled Passengers’ and is available at all staffed stations as well as on our website www.merseyrail.org. As each licensed operator is required to do, this document sets out our policies and approach towards providing assistance for customers with restricted mobility and requiring assistance, for example: • Those with visual or auditory impairments or learning disabilities; • Those whose mobility is impaired as a result of arthritis or other temporary or long- term conditions; • Those with non-visible disabilities which may not be immediately apparent to others; • Older people; • Those accompanying disabled children in pushchairs or wheelchairs; • Disabled customers requiring assistance with luggage. In this document we provide information to help you understand how we plan to provide you with the confidence you need to travel by rail, particularly when you are using our services.
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