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 28 Customer care 31 Unstaffed locations and ticket vending machines 36 Navigating the station environment and onboard 41 Alighting the train and onward travel

4 Contents

43 Bridging the gap 43 A snapshot of how some industry experts in Europe have made their services more accessible 44 Top ten tips 48 Working together 48 Contacts 55 Bibliography

5 Who should read this guide

Who should read this guide

This guide will help train companies and Network Rail to recognise their legal obligations and to develop the most appropriate customer service for blind and partially sighted passengers. It contains advice on accessibility improvements that can be made plus top tips and signposting to additional comprehensive information. Safe, autonomous travel is an essential component of independent living and social participation. Blind and partially sighted people should be able to access train services and a level of customer service that meets their needs, as valued passengers. We understand how important good customer service is to train operators. In this guide we suggest ways to improve the experience for blind and partially sighted customers. This in turn helps people with other disabilities and has wider benefits for everyone. We are committed to creating a more inclusive society for blind and partially sighted people and want to work with the transport industry to achieve this goal.

6 Who should read this guide

Further information: To download a copy of this guide, visit our website rnib.org.uk/passengerguide

“ I used to travel on the trains fairly regularly but since my vision got worse I’ve found them more and more intimidating to use. I wasn’t sure where to get off, which platforms I was at, where I was even to go. I’ll try and find a ticket stand or find somebody to speak to buy my ticket from because when it comes to ticket machines they’re not the best in the world. You often find that they’re difficult to read, they don’t speak to you”. RNIB member

7 Foreword

Foreword

ATOC is delighted to be working with RNIB to improve the service that the railway offers to passengers with sight loss. Blind and partially sighted people tend to use rail more than people with other disabilities. Whilst many people with physical disabilities are able to travel by car, this option is not open for people with sight loss who wish to travel independently. Rail and public transport therefore play a crucial role in their lives. Train companies, Network Rail and other industry partners have made significant progress in recent years improving the accessibility of the railway. This guide is packed with examples of good practice and practical advice to help providers to consider further potential service enhancements.

Michael Roberts Chief Executive Association of Train Operating Companies (ATOC) Ltd

8 Industry support for this guide

Industry support for this guide

Association of Train Operating Companies This guide makes a valuable contribution to the continuing debate on how services can be better geared towards meeting the needs of passengers with sight loss. It will help to steer transport providers in the right direction and help us build on solid foundations. We look forward to working with RNIB in the future to make further improvements to rail services.

9 Industry support for this guide

Passenger Focus We welcome the publication of this guide as it will help the rail industry to identify and deliver the accessibility improvements that blind and partially sighted passengers need. It should also assist the industry in developing and then providing better customer service to all passengers.

Passenger Transport Executive Group We welcome this clear and comprehensive guide to improving the experience of rail travel for blind and partially sighted people. Public transport has a vital role to play in connecting people to opportunities and this guide will be a valuable resource for the sector as it seeks to deliver a network which is accessible to all.

10 The case for an inclusive rail service

The case for an inclusive rail service

There are now 148,000 Disabled Persons Railcards in circulation and approximately 10 per cent are held by blind and partially sighted people. Our surveys show 11 per cent of blind and partially sighted people frequently travel by train and this is likely to rise as accessibility improves. Research also shows that 54 per cent of those who currently use trains (at least some of the time) experience some degree of difficulty [1]. This guide makes a strong case for taking steps to reduce this number.

In the UK, there are almost two million people living with sight loss which impacts on their ability to do everyday things like read signs, printed information and use ticket machines. There are 360,000 people who are registered blind or partially sighted in the UK who may rely totally on accessibility adjustments to make their rail journeys.

11 The case for an inclusive rail service

The number of people living with sight problems in the UK is increasing due to the ageing population. By 2020, it is estimated that there will be 2.25 million people living with sight loss. By 2050 this figure will reach 4 million [2].

Business benefits Train operators who respond effectively to customer needs and take the opportunity to adapt their services, will achieve greater customer satisfaction and loyalty according to customer service leaders. Applying an inclusive approach to the way services are delivered will generate enthusiasm amongst staff as well as customers with disabilities.

12 A better understanding

A better understanding of what passengers with sight problems actually see

Being blind does not always mean that a person is living in total darkness. The majority of blind and partially sighted people have some usable sight with just four per cent having no light perception. Many blind people and the majority of partially sighted people can recognise a friend at arm’s length. Some people may have more than one condition or different levels of sight loss. The pictures on this page will give you some idea of what people may see, but it should be remembered that people are affected by eye conditions in different ways: some will have no central vision or no vision to the sides; others may see a patchwork of blank and defined areas, or everything may be seen as a vague blur. Some may have difficulty seeing but might not describe themselves as partially sighted even though they may have lost some of their sight.

13 A better understanding

Someone needs to purchase a ticket but the station booking office is closed. Using a ticket machine is the only option. This is how they might see the machine with the following eye Glaucoma conditions:

Glaucoma can result in tunnel vision, where all side vision is lost and only central vision remains.

Diabetic retinopathy Diabetic retinopathy can cause blurred or patchy vision.

Macular degeneration can lead to a loss of central vision whilst side vision remains.

Macular degeneration

14 A better understanding

The challenges passengers with sight loss face Key findings from a recent report on the effects of inaccessible travel on the quality of life and independence of 456 people with disabilities, 64 of whom had a visual impairment, found that [4]: 86 per cent of respondents with a visual impairment seeking work during the last 12 months stated that inaccessible transport had restricted their choice of jobs. 50 per cent of those respondents who did not meet with their family and friends as often as they would like, stated that it was as a consequence of inaccessible transport, rising to 67 per cent of those respondents without access to a car.

“I had to leave my brother’s wedding reception early to catch the last train home that didn’t involve a change – all the later ones required a change which I find difficult to manage.” Research respondent

15 A better understanding

Findings from an RNIB report based on interviews with over 200 blind and partially sighted people particularly around the issues of independence, assistance and the ability to undertake certain activities, found that [5]: 53 per cent of people were not able to travel on trains as much as they would like. These reports highlight the impact inaccessible transport has on independence, social participation and employability and supports other research showing that this continues to be a key concern for many people with disabilities. Many research studies have been conducted on the use of public transport by blind and partially sighted people including Network 1000: Opinions and Circumstances of Visually Impaired People in Great Britain (University of Birmingham); Travel, Transport, and Mobility of people who are blind and partially sighted in the UK (RNIB) and those referenced in this guide. This evidence has informed our understanding of the improvements that need to be made to services to enable a greater number of blind and partially sighted people to travel independently. Following the good practice advice in this guide can help ensure a more positive experience for passengers with sight loss and help them make journeys safely, independently and with confidence.

16 Making services accessible

Making services accessible

Quality customer service Train operators have a commitment to meet specified service standards and guidance when refurbishing rolling stock, providing new or enhanced facilities at stations and for the provision of services at stations and on trains as defined in the Department for Transport’s Code of Practice, Persons of Reduced Mobility Technical Specification for Interoperability (PRM TSI) and within their franchise agreements. In the UK, the Equality Act 2010 makes it unlawful for businesses to treat disabled customers less favourably than others because of their disability. There is a legal requirement to make reasonable changes to the way things are done such as providing information in an accessible format and induction loops for customers with hearing aids, but it doesn’t begin and end with legislative duty.

17 Making services accessible

The experience of customers with sight loss can be improved by addressing four broad areas:

1. Staff – ensuring they are equipped to be as helpful and understanding as possible.

2. Accessible vehicles – ensuring new rolling stock comply with standards set by RVAR or PRM TSI and existing rolling stock meets the National Implementation Plan.

3. Infrastructure upgrades – responsible parties providing funding delivering associated improvements, ensuring stations comply with the standards set by PRM TSI.

4. Services and processes – ensuring they are fully accessible, such as ticketing and provision of suitable accommodation and facilities for assistance dogs.

For further information: Visit www.equalityhumanrights.com

18 Making services accessible

In focus Transport for Greater Manchester (TfGM): Rail Accessibility Improvement Strategy “This strategy allows TfGM to support a co-ordinated partnership approach to improve station accessibility in a measured way across Greater Manchester based on priority areas identified using demographic data of population density of older and disabled people across the region.” David Partington, Diversity Coordinator, TfGM For further information: Visit Transport for Greater Manchester website at www.tfgm.com

19 Making services accessible

Access to information Many blind and partially sighted people are unable to access print therefore it is essential that travel information such as ticket purchasing, accessibility services, route/journey planning and live travel news is accessible online.

Think about all the information you take in when you’re out and about. Street names, platform numbers and timetables – the written word is crucial to getting around independently. Accessible information can make a world of difference to a blind or partially sighted person’s confidence and safety when travelling [6].

20 Making services accessible

Good practice Blind and partially sighted people access internet information using assistive technology software such as Zoom Text (adjustable magnification), screen readers (speech synthesis) or electronic braille displays. This should be factored into your website design. Consider adding a link to your homepage taking visitors directly to the information about booking assistance, accessibility services and related information sections of your website. All websites should be designed according to the Web Content Accessibility Guidelines (WCAG) and appropriate standards such as RNIB Surf Right to ensure compatibility with access technology supported software. Ensure that your website includes an accessibility statement and promotes accessibility on the homepage. To make film uploads fully inclusive, ensure they are accompanied by a text transcript, audio description, subtitles and captioning, where relevant. Provide downloads in accessible PDF, MS Word documents, plain text and HTML formats.

21 Making services accessible

The creation of an app does not solve accessibility barriers for blind and partially sighted users. Accessibility must be considered from the outset ensuring that the app interfaces correctly with the accessibility features provided by the phone’s operating system.

Good practice Apps designed to be used from a smart device should be accessible by the user, for example, apps on the iPhone would need to be VoiceOver compatible. Similarly for Android Phones, the app should be TalkBack compatible. If not already provided, consider offering a text based (SMS) form of real time travel information such as TrainTracker™ and other RTI. For blind and partially sighted passengers who do not have access to or do not use the internet or mobile devices, ensure that key passenger information relating to such things as disability and assistance services and concessionary fares is available in audio, large print, braille, electronic text and via phone, as well as online.

22 Making services accessible

When reserving seats for passengers with a guide dog, staff should offer priority seats and the option – where necessary – to book the adjacent seat so the dog has the floor space in front of it. Guide dogs are exempt from the usual health and safety rules concerning the presence of dogs in areas where food is served or prepared. Guide dogs should therefore be permitted access to the buffet area. Train operating companies and staff should be aware of local spending areas for guide dogs, ie an outside space where the dog can relieve itself, and be able to signpost to them.

For further information: Designing and building accessible websites: rnib.org.uk/wac Making the information you produce accessible: rnib.org.uk/seeitright Making mobile technologies accessible: www.enough.de/products/mobile-developers- guide

23 Making services accessible

PAS 78: A guide to good practice in commissioning accessible websites: www.equalityhumanrights.com/footer/ accessibility-statement/general-web- accessibility-guidance BS 8878: 2010 Web accessibility code of practice: http://shop.bsigroup.com/en/ProductDetail/? pid=000000000030180388

Booking assistance ATOC’s Passenger Assist booking system was developed to support passengers who need additional help during their journey but only 13 per cent of blind and partially sighted people make use of travel assistance schemes available to them. There are a variety of reasons for this and we know that many people with sight loss simply do not know services exist.

Good practice Publicise all the services that can be booked using the nationwide Passenger Assistance service (P-Assist) such as purchase of tickets, assistance to and from the station origin, intermediate and destination points etc.

24 Making services accessible

Publicise the accessibility services your organisation provides for passengers with disabilities through dedicated media channels such as radio or publications to market services to passengers with sight loss. For passengers who turn up and wish to travel without having pre-booked assistance, ensure staff do their utmost to accommodate and provide assistance. Liaise with access groups and organisations representing blind and partially sighted passengers.

Getting to the station Station clutter such as A-Boards (pavement signs) can pose difficulties and safety issues when navigating the station environment, as can shared space schemes which are becoming increasingly popular with councils.

25 Making services accessible

At older stations in need of renovation, tools that enable blind and partially sighted people to travel independently, such as painted contrasting lines on staircases, are degrading over time.

There are a number of things that can be done to the physical environment to enhance all passenger experiences of using the services provided.

Good practice When redesigning the environment, station facility operators must consider accessibility and look to engage with RNIB as well as other disability groups from the outset. Building works must be safely managed. Ensure that potential hazards are addressed by using audible alerts or floor sensors and that there are clear pathways through any work activity. Ensure that any Service Level Agreements and tenders that are in place include requirement for accessibility solutions. Inclusive design should be at the heart of any shared spaces on your premises, with raised kerbs and clear delineation a priority.

26 Making services accessible

Station concourses, platforms, entrances and exits should be well-lit, clutter free and easy to navigate. Add tactile paving along all platforms, if not already installed. Lifts should be clearly signposted and well maintained. Consider investing in accessible location based solutions that can deliver local environment information to the wider customer ie mobile GPS system. Where facilities are operated by third parties, liaise with them to ensure facilities are adequate. Station facility operators must ensure that general, directional and identification signage is visually accessible (ie correct text size and colour contrast of text used), well-lit and designed to the standards set out in RNIB’s Sign Design Guide in terms of overall presentation, for example typeface, layout, arrow design, pictograms and location.

27 Making services accessible

For further information: Contact our Helpline on 0303 123 9999 to purchase RNIB’s Sign Design Guide.

Customer care Providing a consistent, accessible service throughout the journey is vitally important to blind and partially sighted passengers. A quality customer care system plays a major role in this and there are several ways in which the barriers to independent travel can be removed and the customer experience improved for all passengers.

It is important for staff to be aware that not all people with sight loss are easily identifiable. Many, but not all, carry a white cane or use a guide dog and deafblind people carry a white cane with red bands. Some blind and partially sighted people are able to travel independently but others may need assistance. Some also have hidden disabilities such as epilepsy, and specific learning difficulties such as dyslexia, hearing loss or autism, and may need extra assistance.

28 Making services accessible

Good practice Enhance passenger satisfaction – ensure that visual awareness training is imbedded into your disability awareness training course and undertaken by all customer-facing staff. They should also be knowledgeable on accessibility services available to the public. Provide the facility to accommodate unplanned travel through a “turn up and go” service, as well as having an effective interchange process for each leg of the journey. All customer facing staff should actively look out for passengers with possible sight loss who may require assistance. It is important that passenger assistance is reliable and that staff – well trained in disability assistance – are on hand to provide directional assistance to the next stage of the journey.

29 Making services accessible

In focus

London Underground: Turn-up-and-go assistance Transport for London (TfL) wants blind and partially sighted people to be able to travel independently and spontaneously, using mainstream public transport services wherever possible. Because Tube stations are always staffed, they can offer a turn-up-and-go assistance service. Passengers arriving at stations ask a member of staff to accompany them to the train. The staff member then calls ahead to their destination station to make sure they are met and guided to the exit. Audible announcements on trains let people know which line they are using and the next station, along with the destination of the train. Help points on platforms make it easier to contact staff for information or assistance.

30 Making services accessible

“We’re really proud that we’re able to offer turn-up-and-go service on the Tube. We’ll keep working with RNIB and others on initiatives to increase independence for people with sight loss, while our station staff continue to guide and help any passengers that want assistance.” Sarah Varnham, Accessibility Manager, London Underground For further information: TfL also has a travel mentoring scheme to help people plan journeys and gain confidence travelling on their own. To find out more, contact them on 020 3054 4361.

Unstaffed locations and ticket vending machines (TVMs) Many people with sight loss experience difficulty operating TVMs. At stations where staff are not on hand to assist, it is imperative to place ticket machines in well lit positions as well as to offer alternative ticket purchasing methods, for example mobile tickets, printed at home tickets and electronic tickets (e-tickets).

31 Making services accessible

Good practice Unstaffed stations are extremely unsafe for blind and partially sighted passengers. Ensure passengers with disabilities have the option to get to a manned accessible location if required, for example using a (disability trained) taxi service. Provide a designated assistance point where a passenger can call for a taxi or assistance. Publicise the TVM service including any caveats associated with the use of this service, for example eligibility, service offer and restrictions. As per Disabled People’s Protection Policy (DPPP) requirements, ensure that passengers with disabilities who are unable to purchase a ticket at a station before their journey are able to do so, without penalty, on the train or at their destination. Frontline staff should also be made aware of this policy. Include information in passenger documentation about services available to passengers with disabilities at unstaffed or inaccessible locations.

32 Making services accessible

Purchasing a ticket Where possible, passengers should be able to purchase tickets via their preferred payment method, for example by using a Chip and Signature card rather than a Chip and Pin card.

Good practice As part of your practices and procedures, customer facing staff should have the training, processes and support to be competent and comfortable with assisting passengers with sight loss. It is important that they have the knowledge to process payments in all methods including Chip and Signature cards as well as assisting passengers to purchase tickets or scan concessionary cards. Customer facing staff should always enquire if assistance is needed, for example with placing a bank card into a machine slot, explaining the onscreen messages before the PIN is required or reading out the total amount the passenger has entered.

33 Making services accessible

In the case of cash purchases at ticket offices without security partitioning staff should confirm the amount of money the passenger has handed to them, count out the notes and coins handed back to the passenger placing the change and ticket in their hand. At ticket offices with security partitioning, staff should confirm the amount of money the passenger has handed to them, count out the notes and coins placed in the tray with the ticket and inform the passenger when the change and ticket have been retrieved from the tray. Ensure that Chip and Pin (Pin Entry Devices) machines conform to UK Cards Association guidelines and do not incorporate additional or complex menu items and selections as part of the transaction process. Place ticket machines in positions where they will be well lit but without reflection or glare – taking the changes in direction of sunlight throughout the day into account. This is especially important at unstaffed locations. At the procurement stage of purchasing ticket vending machines, purchase the most accessible model available.

34 Making services accessible

To assist passengers with little or no vision to place tickets correctly into ticket-reading machines at barriers, for return journeys retail staff should offer blind and partially sighted passengers the option of marking the return portion for travel. They could cut a corner off the ticket but must be careful not to damage either the magnastrip or barcode if either is part of the ticket provided. Publicise the Disabled Persons Railcard and other fare schemes that may be available to people with sight loss, for example GroupSave for groups travelling together. Where possible, staff should be on hand to assist passengers who wish to top up travel cards, for example cards via ticket machines. If sending e-tickets to mobile devices and/ or email, they must be accessible along with any apps required.

35 Making services accessible

Navigating the station environment and onboard For blind and partially sighted passengers who do not have access to or do not use the internet or mobile devices or wish to travel without assistance, finding out information such as train destinations and platform numbers can be very problematic. “It can be difficult to read street names or signs for platforms on train stations and this can get me confused. The signs aren’t big enough. Also people can look at me as if to say ‘why are you asking for help?’ because my appearance does not suggest that I have a visual impairment.” RNIB member

36 Making services accessible

In focus

Swansea Transport Services: Tactile maps A ground breaking scheme to help blind people find their way around Swansea’s transport services was launched in 2012. Swansea Council teamed up with the Welsh Government, Arriva Trains Wales and RNIB to produce special handheld maps in braille and large print. The maps help to give public transport users who are blind or partially sighted the information they need to use the city’s new bus station and the central train station. “Public transport is a vital service for thousands of residents and visitors to Swansea. We are continuing to do everything we can to ensure public transport is accessible to everyone.

37 Making services accessible

In focus continued...

Throughout the development process we met with disability groups so they could contribute to the redevelopment. I’m confident the new maps will help make public transport easier to use for individuals that are blind or partially sighted.” Chris Vinestock, Head of Transportation, Swansea Council

For further information: Pin Entry Device (PED) guidelines – visit the UK Cards Association website at www.theukcardsassociation.org.uk

38 Making services accessible

Good practice Consider installing a technology based solution to assist with locating key features such as station entrance and exit points, information point and amenities, eg mobile GPS system. Audiovisual information systems and clear audio announcements are invaluable and should be provided on platforms and trains. This creates a step change in independence and inclusion for passengers with sight loss, hearing loss, dyslexia and other disabilities, as well as benefitting all passengers. All staff should be aware that guide dogs are permitted on trains at all times and can enter parts of the train barred to other animals, as set out in the National Rail Conditions of Carriage. When providing assistance onto a train, where possible staff should help orientate the passenger, for example by describing where the exit points are located, rough layout of the vehicle, on board facilities etc.

39 Making services accessible

Rail Vehicle Accessibility Regulations (RVAR) compliant trains provide priority seating. Ensure priority seating areas are easy to locate and clearly marked using a combination of contrasting colours (light and dark). Passengers should ideally be notified where the seats are located by travel assistance staff when boarding the train. Promote priority seating and publicise who can use them. Passengers with sight loss should have the option to purchase tickets on board if ticket vending machines at their local station are reported to be inaccessible. To assist passengers with planning and on the move activities, consider offering handheld Maps for All (a bespoke static map that enables blind and partially sighted passengers to comprehend the layout of buildings) at local stations and/or other meeting points. Join the increasing number of operators now offering a Priority Seat card scheme, first initiated by Southern trains. The card is especially pertinent to passengers with “hidden” disabilities so they can be recognised and particularly useful where no on-board staff are provided.

40 Making services accessible

Ensure entries on the Stations Made Easy website (a web based navigation tool that enables passengers to identify routes within stations and avoid potentially problematic barriers such as stairs) are kept up to date. Offer a travel support card detailing information that will assist staff to support a passenger, when required. Consider working with other operators to offer a universal, cross-network travel support card.

Alighting the train and onward travel Research shows there are as many issues at the end of the journey as at the beginning, therefore it is important to focus on arriving as well as departing passengers.

Good practice If travel assistance has been booked for this leg of the journey, staff should ensure that the service is seamless and passengers are met on the platform when the train arrives. Staff should actively look out for passengers who may have sight loss and require assistance to the next point of travel. They should offer assistance to the exit point, taxi rank or bus stop when located at the station.

41 Making services accessible

Link into other local transport networks. Station managers should be aware of local taxi companies who provide accessible transportation if required, and staff should be aware and offer signposting to interconnecting transport services.

For further information: Southern Railways Priority Seating Card www.southernrailway.com/your-journey/ accessibility/priority-seat-card

First Great Western Priority Seating www.firstgreatwestern.co.uk/~/media/PDF/ YourJourney/AssistedTravel/web_priority_ app.pdf

42 Bridging the gap

Bridging the gap A snapshot of how some industry experts in Europe have made their services more accessible In the UK, train operators recommend 24 hours advance notice in order to book assistance.

Switzerland There are 808 stations on the Swiss rail network of which 377 are accessible. Disabled passengers only need to give one hours notice for travel assistance on the entire Swiss national rail network.

Spain There are 67 stations on the high speed network where staff are permanently available to help. Passengers simply have to request support 30 minutes before their journey starts.

43 Top ten tips

Top ten tips

1. Train your staff Make sure all employees receive quality disability awareness training, and training in processes and support to welcome and facilitate travel for blind and partially sighted passengers.

2. Publicise your services Actively publicise the Passenger Assist booking system and all the other accessibility services your organisation provides for passengers with disabilities.

3. Make local travel information accessible Evaluate how you can produce information in different formats such as braille, audio, large print and electronic formats.

44 Top ten tips

4. Make online travel information fully accessible An increasing number of blind and partially sighted people are using online tools. One of the easiest ways to offer an accessible travel experience to passengers is to ensure your website, including its online booking facility, is fully accessible.

5. Make navigating the station environment easier Think about the layout and design of your stations including the queuing system. Further support blind and partially sighted passengers by introducing clear signage at key areas within the station. You should also take steps to ensure that station information such as that provided through Stations Made Easy is kept up to date.

45 Top ten tips

6. Ensure new technologies help all your customers If accessible, apps and voice authentication technologies can greatly assist blind and partially sighted people. Check out new and emerging technologies for accessibility, as well as ensuring that accessibility is built into all of your technology procurement processes.

7. Link into other local transport networks Have a phone line within stations for calling taxi companies that welcome customers with disabilities. Signpost to local interconnecting transport services, for example, bus services.

8. Make your ticket vending machines more accessible Review your ticket vending machines and work with your supplier to make them more accessible. Making them easy to find by using well lit locations is also essential.

46 Top ten tips

9. Work in partnership with access groups and sight loss organisations When designing new products or services or refurbishing stations, consultation with blind and partially sighted people and organisations representing their interests will prevent the need for costly adjustments at a later stage.

10. Communicate your successes If you already provide a really accessible service, and are doing something your customers appreciate, share it with RNIB so we can help you to communicate this to more blind and partially sighted people.

47 Working together/Contacts

Working together

We want to celebrate and promote your accessible services. If you identify or develop a service that benefits blind and partially sighted customers, please tell us about it by emailing [email protected] Contacts

This publication was developed by RNIB in partnership with key organisations which provide services and support to people with sight loss.

RNIB t: 0303 123 9999 e: [email protected] rnib.org.uk Royal National Institute of Blind People (RNIB) is the UK’s leading charity offering information, support and advice to almost two million people with sight loss and to people who work within the sight loss community.

48 Contacts

Action for Blind People t: 0303 123 9999 e: [email protected] www.actionforblindpeople.org.uk Action for Blind People is a national charity with local reach, providing practical help and support to blind and partially sighted people of all ages.

NCBI – the National Sight Loss Agency t: +353 1 830 7033 e: [email protected] www.ncbi.ie NCBI is a not-for-profit charitable organisation, who provides support and services nationwide to people experiencing sight loss in Ireland.

49 Contacts

Thomas Pocklington Trust t: 020 8995 0880 e: [email protected] www.pocklington-trust.org.uk Thomas Pocklington Trust is a leading provider of housing, care and support services for people with sight loss in the UK. It provides supported and independent housing, resource centres and community support services. It also funds a programme of social and public health research aimed at improving the lives of people with sight loss.

Age UK t: 0800 169 87 87 e: [email protected] www.ageuk.org.uk Age UK Group has a vision of a world in which older people flourish. They aim to improve later life for everyone through their information and advice, campaigns, products, training and research.

50 Contacts

Passenger Focus t: 0300 123 2350 e: [email protected] www.passengerfocus.org.uk Passenger Focus is the official, independent consumer organisation representing the interests of rail users nationally and bus, coach and tram users across England, outside London. With a strong emphasis on evidence-based campaigning and research they use their knowledge to influence decisions on behalf of passengers and work with the industry, other passenger groups and government to secure improvements.

Passenger Transport Executive Group t: 0113 251 7204 e: [email protected] www.pteg.net pteg represents the Passenger Transport Executives, the strategic transport bodies serving the six largest city regions outside London. pteg is also a wider professional network for Britain’s largest urban transport authorities.

51 Contacts

Association of Train Operating Companies t: 020 7841 8000 e: [email protected] www.atoc.org ATOC’s mission is to work for passenger rail operators in serving customers and supporting a prosperous railway. Set up after privatisation in 1993, ATOC brings together all train companies to preserve and enhance the benefits for passengers of Britain’s national rail network, which jointly they do by providing the following key services: A central clearing house for the train operators, allowing passengers to buy tickets to travel on any part of the rail network, from any station, through the Rail Settlement Plan. A customer service operation, giving passengers up-to-the-minute information on train times, fares, reservations and service disruption across the country, through the National Rail Enquiries (NRE). A range of discounted and promotional railcards, cutting the cost of travelling by train for groups including young people, families, senior citizens and people with disabilities, through commercial activities.

52 Contacts

The Operations Engineering and Major Projects teams are voluntarily TOC funded schemes that operate within ATOC. The Directorate’s purpose is to support Scheme members in delivering a safe, punctual and economic railway. The Rail Delivery Group is responsible for policy formulation and communications on behalf of the rail industry.

Transport for London t: 0343 222 1234 e: [email protected] www.tfl.gov.uk Transport for London (TfL) is responsible for the planning, delivery and day-to-day operation of the Capital’s public transport system. Its role is to implement the Mayor’s Transport Strategy and manage services across London, for which the Mayor has ultimate responsibility. TfL manages London’s buses, London Underground (LU), the Docklands Light Railway (DLR), London Overground and London Tramlink. It also runs London River Services (LRS), Victoria Coach Station (VCS), the Emirates Air Line and

53 Contacts

London Transport Museum. Every day, around 24 million journeys are made on the TfL network. As well as running London’s Congestion Charging scheme, it manages a 580km network of main roads, all of the city’s 6,000 traffic lights, regulates taxis and the private hire trade, and runs Barclays Cycle Hire.

Transport for Greater Manchester t: 0161 244 1000 e: [email protected] www.tfgm.com Transport for Greater Manchester (TfGM) is responsible for implementing local transport policy. Transport policies that affect the ten districts of Greater Manchester are set by the new Greater Manchester Combined Authority and its Transport for Greater Manchester Committee. TfGM is the delivery arm for the elected body, responsible for investing your money in improving transport services and facilities, supporting the largest regional economy outside London. We are the voice of the passenger in securing rail services that match local travel needs.

54 Bibliography

Bibliography

This guide summarises communications received from blind and partially sighted people, commissioned research on the barriers to independent travel for blind and partially sighted people, research commissioned by other charities, research undertaken by an independent public body and university research. 1 Guide Dogs for the Blind Association, 2006. Functionality and the Needs of Blind and Partially Sighted Adults in the UK. 1155 blind and partially sighted people interviewed about their experiences in a range of life situations. 2 Office for National Statistics, 2010. Focus on Older People. 3 Access Economics, 2009. Future Sight Loss UK 1: The economic impact of partial sight and blindness in the UK adult population, RNIB. 4 Jo Campion, Caroline Greenhalgh, John Knight, 2003. Mind the Gap. Leonard Cheshire’s Social Exclusion report on the affect of an inaccessible public transport system on the quality of life and independence of disabled people. 5 RNIB, 2013. Sight loss UK 2013: The latest evidence. 6 RNIB, 2011. Lost for words report.

55 This publication is also available in braille and audio. To order please email [email protected] Visit rnib.org.uk/passengerguide for electronic and clear print versions.

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