Metrolink Access Guide

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2020 How to use this guide Metrolink is designed to be accessible to as many people as possible. Many of its features have been designed to improve access to public transport and make it as easy as possible for our passengers to use. We have produced this guide to help those with specific/additional accessibility requirements to get the best out of the system.

For the latest Coronavirus transport information please visit tfgm.com The guide is in four sections.

Section 1 General information and background Metrolink accessibility ...... Page 3 About Metrolink ...... Page 3 The Equality Act 2010 and Metrolink ...... Page 4

Section 2 Planning your Metrolink journey Before you travel ...... Page 5 Parking for Blue Badge holders ...... Page 6 Metrolink Park and Ride facilities ...... Page 6 Metrolink network Park & Ride map ...... Page 7 Bicycles and trams ...... Page 8 Access to Metrolink stops ...... Page 9

Section 3 Journey advice Buying a ticket – ticket machines ...... Page 11 Buying a ticket – validators ...... Page 12 Travel passes ...... Page 13 Greater Manchester Concessionary Pass area...... Page 16 Gap between tram floor and platforms ...... Page 18 During the journey ...... Page 18 Mobility scooters ...... Page 21 How to get off the tram ...... Page 22 Disruptions to services ...... Page 22 Customer Service Representatives ...... Page 22

Section 4 Feedback Commenting about the tram service ...... Page 23 Contacting Customer Relations ...... Page 23 Acknowledgements ...... Page 24

2 Section 1 General information and background

Metrolink accessibility Transport for Greater Manchester (TfGM) owns the Metrolink network. TfGM commissions an operator, KeolisAmey Metrolink (KAM), to run the tram service and maintain all network infrastructure including lifts, escalators, cycle hubs and park and ride locations. We work closely with KAM to make sure that all passenger needs are met. This guide, along with the maps and further information on the Metrolink website, aims to help you make decisions about and plan your journeys on Metrolink and beyond.

About Metrolink Metrolink first opened in 1992, and since then the network has expanded, covering 100km and 99 stops. Trams now operate from the city centre to Bury, Altrincham, Eccles, MediaCityUK, Oldham, Rochdale, East Didsbury, Ashton, Manchester Airport and Trafford Park. You can find out more about planned improvements on our website: www.tfgm.com/public-transport/tram

3 The Equality Act 2010 and Metrolink TfGM is committed to providing a tram service and network that is as accessible to as many people as possible. The Equality Act 2010 sets the standards by which TfGM and KAM make sure that as many people as possible can use Metrolink. Metrolink is designed to be accessible to disabled people by using government standards and regulations. TfGM is continually improving accessibility by upgrading the older Metrolink lines by: • refurbishing the lifts; • improving tactile (textured) paving at the edges of platforms at tram stops; and • improving signs to provide better information to visually impaired and learning disabled people. TfGM works in partnership with the Disability Design Reference Group www.tfgm.com/accessibility to make sure that disabled people are considered in relation to improving facilities for Metrolink customers.

4 Section 2 Planning your Metrolink journey

Before you travel This guide aims to help you plan your journey on Metrolink. If you need more information about an individual stop or service, you can: • visit our website at www.tfgm.com/public-transport/tram • sign up to our Twitter feed at www.twitter.com/OfficialTfGM which provides updates on all public transport in the Greater Manchester area • email your question to [email protected] • contact Metrolink customer services on 0161 205 2000 • call into any of our Travelshops. For full details of our Travelshop locations and opening times visit: www.tfgm.com/contact or call TfGM on 0161 244 1000. • download the Metrolink smartphone application by searching ‘Metrolink’ in your application store

During your journey, you can also: • speak to any uniformed Customer Service Representative. • use the passenger help points at the tram stop, or on board, to contact Customer Services, or the driver via the on-board intercom

5 Parking for Blue Badge holders Most Metrolink park and ride facilities have accessible parking bays within their car park. You can find more details on this on the tram stops page on our website: www.tfgm.com/public-transport/ park-and-ride

Metrolink Park and Ride facilities The following Metrolink stops have Park and Ride facilities; Bury, Radcliffe, Whitefield, Rochdale Railway Station, Derker, Oldham Mumps, Hollinwood, Ladywell, Ashton Moss, Ashton West, Navigation Road, Sale Water Park and East Didsbury. Car parks with limited spaces are available at the following stops; Shaw and Crompton, Besses o’ th’ Barn, Prestwich, Heaton Park, Crumpsall, Altrincham, Freehold, Milnrow, Parkway, Sale and Stretford. All of these car parks have accessible bays. Additionally, Brooklands has park and ride facilities, although does not currently have accessible bays. Car parking is free of charge for Metrolink users at all of these sites. You can download a map and parking terms and conditions on our website: www.tfgm.com/public-transport/park-and-ride

6 Metrolink network Rochdale Park & Ride Rochdale Town Centre v 20 July 2020 Newbold Milnrow Rochdale Railway Station Milnrow Existing Metrolink Kingsway 219 Business Park Bury Newhey P + R Metrolink Park & Ride P + R 19 100 202 13BB 4EB P + R P + R Bury 96 4BB 16 3BB 93 M62 P + R Shaw and 86 7BB Shaw Crompton

M66

A 6 2 7 208 (M Radcliffe ) P + R 254 369 195 13BB P + R P + R 11 Middleton 235 16BB 3EB 347 22BB P + R Derker Whitefield 9 2BB Oldham Oldham Central Besses o’ th’ Barn Westwood Oldham Mumps Prestwich Freehold Oldham King Street 258 M61 Prestwich Heaton Park P + R M60 33 Bowker 46 South 238 16BB 4EB P + R Vale 192 9 P + R Chadderton 31 2BB P + R P + R 43 3BB 178 12BB 2EB Hollinwood 8 1BB Crumpsall 4 Abraham Moss P + R Failsworth 3BB 1EB Central Failsworth 454 Monsall Park M60 P + R ueens Road Newton Heath and Moston 432 22BB 199 Ashton- Manchester P + R Ashton under-Lyne Salford Etihad West M602 Eccles Victoria 183 12BB 4EB Langworthy Holt Campus Shudehill Clayton Weaste Market St Town Edge Ashton- M62 55 Harbour City Exchange Sq Hall Eccles Piccadilly Lane Droylsden Ashton under-Lyne P + R Deansgate- Gdns New Moss Ladywell Castlefield Islington Velopark 50 5BB Broadway Anchorage 195 Piccadilly Cemetery Audenshaw intu MediaCityUK Salford Road P + R uays Trafford Parkway Village Cornbrook St.Peter’s Square 184 11BB Centre Exchange uay Wharfside Imperial War Pomona Museum Barton Trafford Bar M67 Dock Road Old Trafford 37 Firswood P + R Hyde Stretford 35 2BB Chorlton

Barlow St Werburgh’s Road Moor Road Withington 30 Burton Road Dane 301 P + R P + R Road Sale 27 3BB West Didsbury Sale Water 285 16BB Sale Park Didsbury 302 Total number of spaces at stop Brooklands Village Northern P + R 192 84 Moor 278 18BB 6EB Didsbury East P + R P + R Wythenshawe Park Timperley Didsbury 178 12BB 2EB 84 Moor M60 Road Baguley Number of Number of Number of Stockport general spaces blue badge spaces electric bays 71 Navigation at stop at stop at stop P + R Road Roundthorn 66 5BB Martinscroft Benchill Total number of spaces Altrincham 3543 Crossacres across all Metrolink stops (including blue badge spaces Wythenshawe Wythenshawe Altrincham Town Centre and electric bays) Robinswood Road Total number of general spaces Peel Hall 3308 across all Metrolink stops Total number of blue badge spaces 211 Shadowmoss across all Metrolink stops Manchester Total number of electric bays M56 Airport 24 across all Metrolink stops

Contains Ordnance Survey data Crown copyright and database right 2010

7 Accessible parking bays In some car parks, where a path exists to the rear of accessible parking bays, bollards have been positioned to allow rear loading vehicles to be accessed safely. The bollards are designed to be seen in mirrors and detected by vehicle reversing sensors to assist drivers.

Bicycles and trams Metrolink provides a number of different cycle storage facilities, including stands, lockers and cycle hubs, at most of our stops. For more information visit our website www.tfgm.com/cycling/parking Metrolink bye-laws and conditions do not allow bicycles on the Metrolink system unless they are folded and covered.

8 Access to Metrolink stops The features below are available at every stop. • Step-free access from street level to the platform by a lift or ramp. • Access to and from each platform by a ramp, lift or step-free track crossing. • Handrails on steps and trams. • Tactile (textured) paving along every platform edge. • Boarding points indicated by tactile paving and the international disabled symbol.

9 • Passenger help points at a number of lifts • Passenger help points on every platform. These include two buttons; one for emergencies and one to contact Customer Services.

Customer Services Button

Emergency Only Button

Tip If a lift is out of order, most If you rely on lifts, we recommend Metrolink stops have another that you contact Customer means of access. However, the Services on 0161 205 2000 following stops have lift access before your journey for guidance and no alternative ramp and to check that the lift you want to use is working. If you encounter • Bury a lift that is out of order, please • Cornbrook contact Customer Services • Heaton Park either by telephone or using the • Pomona Passenger Help Point (see above). • Firswood • Failsworth • Freehold • Central Park

10 Section 3 Journey advice

You must have a valid Metrolink ticket, or touch-in with a contactless card/device or a National Concessionary Travel pass before you get on the tram. For more information on travel passes visit www.tfgm.com/tickets-and-passes Buying a ticket – ticket machines If you need to buy a ticket every Metrolink stop is now in a ticket zone. There are four ticket zones, with zone 1 covering stops in the city centre and zone 4 covering stops furthest away from the city centre. When you buy a Metrolink ticket you will choose which zone or zones you want the ticket to be valid in. Your ticket will be valid for travel anywhere within your chosen zone(s). You must have a ticket which is valid for all the zones you travel through. You cannot travel through a zone without a ticket which is valid for that zone. You can buy your zone based tickets from all the usual points of sale, including, ticket vending machines at Metrolink stops, the ‘get me there’ website and app, TfGM Travelshops and from PayPoint retailers.

Ladywell Langworthy Abraham Bowker Heaton Besses o’ P+R P+R Weaste Moss P Vale Park P th’ Barn 216 Radcliffe 450 Broadway Bury P P P+R MediaCityUK Crumpsall Prestwich Whitefield 369 Eccles approx 350m Harbour City Queens ZONE ZONE ZONE Road Newton P+R Altrincham Anchorage 100 Salford ZONE Heath and Shaw and Quays Monsall Moston Hollinwood Freehold Crompton Barton Dock Exchange 4 Navigation P+R intu 3 Road Parkway Village 2 Wharfside 81 Quay Central Failsworth South P+R P+R Newhey Road Trafford 270 90 P 1 Park Chadderton Centre Imperial Victoria P+R Exchange 190 Timperley War Museum Pomona Deansgate- P+R P Square Westwood Oldham 251 Derker Milnrow Dane Castlefield Central P+R 108 P Road Stretford Old Trafford Oldham Oldham Manchester Shudehill ZONE ZONE ZONE Kingsway Airport Brooklands Sale P Trafford King Mumps Business Park Bar St Peter’s Street Cornbrook Market Square Newbold Street Shadowmoss Didsbury Burton St Werburgh’s Firswood 2 3 4 East Village Road Road Chorlton Ashton- Rochdale Peel Hall Didsbury P+R Railway Piccadilly under-Lyne 217 Robinswood approx West Withington Station 450m Gardens Road Didsbury approx Barlow Moor 250m Wythenshawe Road P+R Piccadilly P+R Rochdale Town Centre 302 Ashton West 195 Sale Town Centre P+R New Crossacres Water 300 Etihad Clayton Edge Ashton Wythenshawe Park Islington Martinscroft Baguley Park Campus Hall Lane Droylsden Moss

P+R Benchill Roundthorn Moor Northern Holt Town Velopark Cemetery Audenshaw 200 Road Moor Road

You can find full details on how to buy a ticket or travel contactless on our website at www.tfgm.com/ways-to-pay If you are blind or partially sighted or have another disability that means you may find it difficult to use the ticket machine, please contact Customer Services on 0161 205 2000 before you travel.

11 Buying a ticket – validators Holders of the English National Concessionary Travel Scheme (ENCTS) pass for disabled people in Greater Manchester must use the validators on the platforms to touch-in at the start of every journey and touch-out at the end of every journey. If you are unable to use the validator due to an impairment, you must still carry your concessionary pass with you and show it to a Customer Service Representative upon request, stating you were unable to use the validator. Non-Greater Manchester ENCTS pass holders are not entitled to free travel on Metrolink and must buy an adult ticket before travel. Validators are located at stop entrances and exits and are easily identified by their yellow hoods. When you touch in and out correctly, by placing your card near the reader on the front, they show a green light and emit a beep. A repeat beep indicates reading in progress, an ascending beep indicates a positive reading and a descending beep indicates a negative reading. If your pass has failed to register, please contact Customer Services via the Customer Help Point or call into any TfGM Travelshop. For any queries, please call 03000 035 035 or visit www.getmethere.com For information on concessionary travel passes, see Travel Passes section of this guide.

12 Travel passes If you live in Greater Manchester and you are disabled you may be eligible for a National Concessionary Travel Pass. Please note that Blue Badge holders do not automatically travel for free without one of the following listed passes.

The National Concessionary Travel Pass for disabled people issued by TfGM This pass allows you to travel free after 9.30am Monday to Friday and all day at weekends and on public holidays. If you want to travel on the Metrolink 21 before 9.30am Monday to Friday you need to buy a concessionary ticket from the machine at the station before you get on the tram. This service is only available to people who live in Greater Manchester. If you are unable to use a ticket machine or validator, please contact Customer Services on 0161 205 2000 or by using the Customer Services help point on the platform. You can use this pass on local buses anywhere in England between 9.30am and 11pm Monday to Friday and all day at weekends and on public holidays. You cannot use this pass on trams or trains outside Greater Manchester. Non-Greater Manchester residents cannot use their passes on trams and trains in Greater Manchester.

Who qualifies? You may be able to get a concessionary pass if you: • have severe walking difficulties; • are registered partially sighted; • are profoundly or severely deaf; or • have been or would be refused a driving licence for medical reasons.

13 The Concession Plus Pass C+ This pass allows you to travel free at all times on buses, trains and trams in Greater Manchester, and on local buses 21 anywhere in England between 9.30am and 11pm, Monday to Friday and all day at weekends and on public holidays. You cannot use this pass on trams or trains outside Greater Manchester.

Who qualifies? You may be able to get a Concession Plus Pass if you: • are a permanent resident of Greater Manchester • are registered blind; • are unable to talk; • are profoundly deaf and without speech; • are profoundly deaf with speech that cannot be readily understood; • have learning disabilities; • are unable to use both arms; • are an ex-serviceman or ex-servicewoman who has lost a leg in active service; • or have severe and enduring mental health problems which would prevent you from holding a driving licence.

14 The National Concessionary Travel Pass for people of pensionable age If you are a person of State Pension age, you should apply for a National Concessionary Travel Pass. You can calculate the date you will 21 become eligible by using the link to the DirectGov website at: www.gov.uk/state-pension-age, or by phoning 0161 244 1050. This pass allows eligible people (with TfGM issued travel passes) of pensionable age to travel for free on buses, Metrolink and local train services after 9.30am Monday to Friday, and all day at weekends and on public holidays. You cannot use this pass on trains and trams outside Greater Manchester. If you want to travel on Metrolink before 9.30am you need to buy an adult ticket from the machine at the station before you get on the tram.

How to apply To apply for a National Concessionary Travel Pass, you need to get an application form from a Travelshop, or by post from Travel Concessions, Customer Services, PO Box 429, Manchester, M60 1HX, or phone 0161 244 1050. You will need a passport-sized photograph for your pass. Always make sure you have your concessionary pass with you during your journey.

15 Greater Manchester Concessionary Pass area

EDGESIDE WATER RAWTENSTALL PORTSMOUTH (W.Yorks) ACCRINGTON TODMORDEN HEBDEN BRIDGE BLACKBURN Stubbins Warland, Railway Dean Head Bridge Shuttleworth, HALIFAX LEYLAND Duckworth Arms Dimple, A58 Blackstone Edge, Moss White House Cottages Walves, Bury Road Cheesden Shevington Moor, Adlington, Belmont, Holcombe, Bridge HUDDERSFIELD Boundary Lane/ Pincroft Mill/A6 Scout Helmshore Road, Healey Ending, A672 Windy Hill, Mossy Lea Road Road county boundary Market Street/ Seventh milestone Chorley Road, Shawclough Road Coppull Mill Bridge Turton, King William A640 Huddersﬁeld Road, Shevington Moor, Rivington & Blackrod, Rochdale county boundary Crow Orchard Road, Standish, High School Four Lane Ends Preston Rd, Bury New Seven Stars Horwich, A62 Standedge, Crown Hotel Bolton Great Western Hotel Appley Bridge, Appley Bridge, Mill Lane/ Skull House Lane/Back Lane Railway Hotel Orrell, Wigan Abbey Lakes Hotel A635 Holmﬁrth Road, county boundary Orrell, Oxhouse Road Oldham Billinge, Upholland Road/Makins Corner

North Ashton, Booths Brow Road/Brocstedes Road Billinge, Wigan Road/ North Ashton, Downall Green Road/Mill Farm Bryn, Low Bank Road/M6 Ashton- Mount Pleasant Farm East Lancs Road, Salford under-Lyne Ashton-in-Makerﬁeld, Golborne, Greyhound Hotel Liverpool Road/ East Lancs Road/ Manchester M6 Haydock Park, Sandy Lane Hollingworth, Racecourse Millbrook Woolley Bridge, Golborne, Park entrance Kenyon, Wilton Lane/ Spread Eagle Lowton, Birchall’s Farm Bulls Head ORMSKIRK Winwick Lane, Broadbottom, A579 Railway bridge Cheshire Cheese Cadishead, Chisworth, Victory Road Brick Houses

PRESCOT Stockport Moorﬁeld Arms, Shiloh Road

Altrincham Mellor, Moor End Road/Shiloh Road Heatley Heath, Handforth, Green Dragon Stanley Road/A34 WARRINGTON Hazel Grove, Styal, Fiveways Bowdon, Hollin Lane Woodford, Strines, Post Oﬃce Dunham Road/ Walnut Tree Greater Manchester concessionary Hale, High Lane, Alders Road TIDESWELL bus boundary and crossing point Bow Green Road Ashley Road/ Farm Bollin Bridge Handforth, Cross boundary journeys Stanley Road/ Ringway, Wilmslow Road The furthest points (town centres) to which TfGM Mill Lane BUXTON Woodford, National Concessionary Travel Passes and Concession KNUTSFORD Deanwater Hotel Plus Pass concessions are valid. MACCLESFIELD

16 Getting on the tram If you want to use the on-tram wheelchair bays or priority seating, wait for the tram at the disabled boarding points on the platform. (also see page 9) When the tram arrives, the middle set of doors leading to the tram wheelchair bays and priority seating will be in front of you.

Mobility impaired boarding point

Platform

Mobility impaired boarding point Gap between double tram units Passengers should note that a gap exists between double tram units where they are coupled together. To avoid this area, passengers are advised to wait for trams at the accessible boarding points. These align with the middle set of tram doors. Beeps identifying the position of opening doors will also sound. Waiting at the boarding points will make it easier to hear the on-board announcements for customers waiting on the platform. Passenger Information Displays will display which trams are operating as double units (identified by ‘dbl’ next to the tram time).

17 Gap between tram floor and platforms Passengers must be aware that a small gap may exist between the platform and tram floor when a tram is stationary at stops. Please be aware of this gap when entering/exiting the tram to avoid tripping. If you are a wheelchair user, you should take precautions to ensure your front castor wheels do not get stuck in the gap.

During the journey Access features on every tram • Handrails that contrast with the background, allowing passengers to see them more easily. • Non-slippery floors. • Information that people can see and hear about tram destinations and stops. • Priority seats that are wider than normal seats and have more leg Priority room to make it easier for people with disabilities to access them. seat (There are signs asking people for people who are disabled, to offer these seats to a pregnant or less able to stand disabled person.)

18 • Contrasting floor colours so passengers can find exits more easily. • A communication system for passengers to contact the driver in any situation. • Doors in a colour that contrasts with the side of the tram to make it easier to see where to get on. • Warning sounds so that passengers know when doors are being opened or closed. • Two accessible bays by the middle set of tram doors to give easy access to passengers with mobility difficulties. • The doors are marked with the wheelchair symbol, as shown below.

19 Wheelchair size Trams and lifts can carry manual or powered wheelchairs up to these dimensions. • Surface area of no more than 1200mm by 700mm. • Height of no more than 1350mm from the floor to the top of the wheelchair user’s head.

Mobility Scooter/ Mobility Scooter/ Mobility Scooter/ Mobility Scooter/ Wheelchair Space Wheelchair Access Doors Wheelchair Access Doors Wheelchair Space

Mobility Scooter Mobility Scooter Wheelchair Access Doors Wheelchair Access Doors Emergency Call Point Mobility Scooter Mobility Scooter Wheelchair Access Doors Wheelchair Access Doors Emergency Entry/Exit Entry/Exit Call Point Entry/Exit Entry/Exit Entry/Exit Entry/Exit Entry/Exit Entry/Exit

Mobility Scooter/ Wheelchair Space Turning circle diameter: 1500mm Driver’s Cab Grab Rail Grab Rail Driver’s Cab Turning circle diameter: Mobility Scooter/ 1500mm Mobility Scooter/ Mobility Scooter/ Mobility Scooter/ MobilityWheelchair Scooter Space Mobility Scooter Wheelchair Space Turning circle Wheelchair Space Wheelchair Access Doors Wheelchair Access Doors Wheelchairdiameter: 1500mm Space Driver’s Cab Grab Rail Grab Rail Driver’s Cab Turning circle diameter: Entry/Exit Entry/Exit Entry/Exit Entry/Exit 1500mm Emergency Call Point Mobility Scooter/ Mobility Scooter Mobility Scooter Wheelchair Access Doors Wheelchair Access Doors Wheelchair Space

Metrolink M500 LV-939-0124

Entry/Exit Entry/Exit Entry/Exit Entry/Exit

Emergency Call Point Mobility Scooter Mobility Scooter Wheelchair Access Doors Wheelchair Access Doors

Metrolink M500 LV-939-0124

Mobility Scooter/ Mobility Scooter/ Mobility Scooter Mobility Scooter Wheelchair Space Wheelchair Access Doors Wheelchair Access Doors Wheelchair Space

Mobility Scooter/ Mobility Scooter/ Wheelchair Access Doors Wheelchair Access Doors Mobility Scooter/ Mobility Scooter/ Emergency Wheelchair Access Doors Wheelchair Access Doors Emergency Call Point Call Point

Entry/Exit Entry/Exit Entry/Exit Entry/Exit Entry/Exit Entry/Exit Entry/Exit Entry/Exit

Turning circle Mobility Scooter/ New style Grab Rail with New style Grab Rail with diameter: 1500mm Mobility Scooter/ Driver’s Cab Driver’s Cab Wheelchair Space Turning circle diameter: three handle conﬁguration three handle conﬁguration Wheelchair Space 1500mm

Entry/Exit Entry/Exit Entry/Exit Entry/Exit Turning circle

Mobility Scooter/ New style Grab Rail with New style Grab Rail withEmergency diameter: 1500mm Mobility Scooter/ Driver’s Cab Call Point Driver’s Cab Wheelchair Space Turning circle diameter: three handleMobility conﬁguration Scooter/ three handleMobility Scooter/ conﬁguration Wheelchair Space 1500mm Wheelchair Access Doors Wheelchair Access Doors

Metrolink M500 LV-3075-3094

Entry/Exit Entry/Exit Entry/Exit Entry/Exit

Emergency Call Point Mobility Scooter/ Mobility Scooter/ Wheelchair Access Doors Wheelchair Access Doors

Metrolink M500 LV-3075-3094 20 Mobility scooters Mobility scooters are allowed on Metrolink providing they have a valid permit. The scheme is open to mobility scooter users who live in Greater Manchester and hold an English National Concessionary Travel Scheme (ENCTS) Disabled Person’s Pass or a TfGM Travel Voucher pass. Visitors to the area are also able to benefit from the scheme. To be eligible the mobility scooter must fit dimensions of: • 600mm wide; • 1000mm long; • turning radius not exceeding 1200mm; and • maximum combined (mobility scooter and user) weight of 300kg. Mobility scooters not meeting these dimensions can be assessed on an individual basis. Mobility scooters must have brake release/free wheel operations – to enable safe egress off the tram if the scooter breaks down, and is not battery powered only. Users must complete a competency test with ShopMobility, Manchester. For more information about the scheme visit www.tfgm.com/public-transport/tram/ wheelchairs-and-mobility-scooters or telephone ShopMobility, Manchester on 0161 791 1494

Guide dogs and other assistance dogs Guide dogs and assistance dogs are welcomed on Metrolink when accompanying a disabled person.

Disruption to your journey If there are any delays to your journey or if there is an emergency, the driver will tell you using the on-board audio facility.

21 How to get off the tram If you need extra time when leaving the tram, use the passenger help points next to the wheelchair bays to tell the driver. Ideally you should do this when you are at the stop before the one you want to get off at.

Disruptions to services There will be times when we cannot provide a normal tram service. If this happens we will make every effort to get the service back to normal as quickly as possible, but there may be times when we have to use alternative transport, such as buses. We always try to use low-floor buses that are fully accessible to wheelchair users and, during planned improvement work, all replacement buses should be fully accessible. If the alternative transport does not meet your needs, please speak to a member of staff or contact customer services using the passenger help point on the platform.

Customer Service Representatives A team of Customer Service Representatives (CSRs) monitors the Metrolink system to make sure all passengers are kept safe and secure. Always make sure you have a valid ticket for your journey or, if you qualify for free travel on Metrolink, have your up-to-date pass with you and show it to a CSR when they ask to see it. CSRs have extensive knowledge of the tram system and will be able to answer any questions you may have about your journey.

22 Section 4 Feedback

Commenting about the tram service If you have any feedback about the Metrolink service you can contact Metrolink by post, email, twitter, or phone. KeolisAmey Metrolink Customer Services Trafford Depot Warwick Road South Manchester M16 0GZ Phone: 0161 205 2000 Email: [email protected] Website: www.tfgm.com Twitter: @OfficialTfGM and @MCRMetrolink

Contacting Customer Relations Metrolink will always do its best to make sure that you get a satisfactory response to your feedback. However, if that is not the case you can also contact Transport for Greater Manchester’s Customer Relations Team by post, email or phone. Customer Relations Transport for Greater Manchester Freepost RRHE-RKUU-KSJY Manchester M1 3BG Phone: 0161 244 1000 Email: [email protected] Website: www.tfgm.com/contact

23 Acknowledgements Disabled Living Metrolink Disability Design Reference Group Breakthrough UK Ltd KeolisAmey Metrolink Ltd

For more information contact: If you would like this information Customer Services in other formats, please phone KeolisAmey Metrolink 0161 244 1000. Trafford Depot 7am to 8pm Monday to Friday, Warwick Road South 8am to 8pm Saturday, Sunday and public holidays. Manchester M16 0GZ Phone 0161 205 2000 6am to 11pm Monday to Thursday, 6am to midnight Friday and Saturday, 7am to 10pm Sunday and publicholidays.