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The Passenger Experience

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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 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.
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