Review of Virgin Trains East Coast DPPP

Annette Egginton Head of Competition and Consumer Policy Directorate of Railway Markets & Economics

29 September 2016

David Horne Managing Director Virgin Trains East Coast

Dear David

Review of East Coast Mainline Company Limited (Trading as Virgin Trains East Coast) Disabled People’s Protection Policy (Condition 5 of your Station Licence and GB Statement of National Regulatory Conditions: Passenger)

Thank you for providing updated versions of your Disabled People’s Protection Policy (DPPP) documents for review. A copy of your revised DPPP is attached to this letter, and will be published on our website along with a copy of this letter.

I confirm that we have reviewed your DPPP against the 2009 Guidance “How to write your Disabled People’s Protection Policy: A guide for Train and Station Operators” (the Guidance) and can confirm that your revised DPPP meets the requirements of Condition 5 of your station licence and GB Statement of National Regulatory Conditions: Passenger (SNRP).

We welcome your commitment to provide a free upgrade to the first class wheelchair space, if available, for the passenger and a companion when a standard class wheelchair space is not available to book, which we believe will have a positive impact for passengers.

Since your DPPP was originally submitted to ORR we have had several exchanges in the intervening period in order to bring about the changes required to make it fully compliant with the Guidance. We also sought views on your policies from Transport Focus, London TravelWatch and the Disabled Persons Transport Advisory Committee (DPTAC).

The main areas where you clarified your policies during our review were:

 Passenger assistance: The guidance states that operators are not expected to require passengers to give more than 24 hours’ notice for booking assistance. You have now clarified that passengers are not required to give more than 24 hours’ notice for assistance bookings.  Online booking: The guidance states that operators are expected to provide passengers with an electronic means to book assistance. You have now confirmed that passengers can book online using your own online booking form.

Head Office: One Kemble Street, London WC2B 4AN T: 020 7282 2000 F: 020 7282 2040 www.orr.gov.uk

Page 1 of 2 1772246  Provide assistance when booked in advance: The guidance states that operators are expected to provide assistance, when booked in advance, at any station during the hours that trains are scheduled to serve that station. The assistance that TOCs provide will be dependent upon the needs of the passenger, and may include alternatives to providing staff (such as accessible taxis), if this is acceptable to the passenger but TOCs should be mindful of allowing passengers to make as much of their journey by rail as possible. You have clarified that in the case that your trains call at a station managed by another operator, and this station is unstaffed when a passenger requiring assistance wishes to use it, you will discuss with the passenger what help they require and make the appropriate arrangements. We note that it is the responsibility of Virgin Trains East Coast to ensure that the assistance requested by your passengers is provided.  Luggage: The guidance states that operators must ensure that luggage assistance is provided when booked in advance. You have clarified that assistance with luggage will be provided where it has been booked in advance.  Alternative formats: The guidance states that operators must commit to providing copies of all documents comprising their DPPP, including those in alternative formats, to passengers on request within seven working days. You have now provided this commitment in your document.

You have informed us that, following a consultation with user groups, you intend to stop advertising the 1st class wheelchair spaces on your HST services due to the limited size of the wheelchair space available. You have made this clear in your DPPP and have also committed to changing the booking process on your website with immediate effect. Please could you provide us with confirmation when this change is complete, given the 14 week booking period you have in place.

It is important that passengers have access to accurate, consistent and up-to-date information when planning journeys. You have confirmed that the information on the Stations Made Easy database is up-to-date and fully accurate, and that it matches the information on stations annexed to your DPPP.

In addition to this, please note that we expect all supporting information, such as that provided on your website and printed documents, to be consistent with the information provided in your DPPP.

Yours sincerely,

Annette Egginton

Head Office: One Kemble Street, London WC2B 4AN T: 020 7282 2000 F: 020 7282 2040 www.orr.gov.uk

Page 2 of 2 1772246 Making Rail Accessible Helping older and disabled customers on our east coast route.

September 2016

1 Contents:

Policy summary 5

Assistance for customers 6

Alternative accessible transport 8

Passenger information 9

Tickets and fares 9 Booking Assistance Assistance with luggage

At the station 11 Station entrances Aural and visual information Information points and displays Ticket machines Ticket gates Luggage Left Luggage Ramps Facilities provided by third parties

On the train 13 Aural and visual information Seats on trains Mobility scooters Information about our trains

Making connections 20 Connections to other train services Intermodal connections

Disruption to facilities and services 20 Contact us 22

Alternative formats 22

Station accessibility information 22

Station facilities information 24

2 3 Policy summary

Virgin Trains East Coast (‘Virgin Trains’), is a joint venture between the Stagecoach and Virgin Groups. This document gives details of our services and facilities, how we provide them and the standards of service that can be expected, as well as how we help if services are disrupted. It forms part of our overall Disabled People’s Protection Policy (DPPP) that helps us meet the needs of customers who are disabled or whose mobility is impaired. Our trains are for everyone and we’ll do everything we can to make each journey relaxing and enjoyable. Our routes link London King’s Cross with the East Midlands, West Yorkshire, North Yorkshire, Lincoln, Doncaster, Leeds, Hull, York, Newcastle, Edinburgh, Glasgow, Aberdeen and Inverness. These provide for a range of long-distance journeys by direct, through-trains, which are a significant benefit to people with disabilities. We manage 11 stations: Berwick-upon-Tweed, Newcastle, Durham, Darlington, York, Wakefield Westgate, Doncaster, Retford, Newark North Gate, Grantham and Peterborough. The rest of the stations on our routes are managed by other Train Operating Companies and Network Rail and are shown on our route map at the end of this document. We also have ticket offices and/or customer service teams at London King’s Cross, Stevenage, Leeds and Edinburgh Waverley to help you and answer any questions. We use Diesel (HST) and Electric (Intercity 225) trains. If you’d like to know more about these please have a look on page 15.

4 5 Assistance for customers f) Knowledgebase is constantly refreshed so that information on the Station Journey Planner is up-to-date, Booking assistance and you can be made aware of any limitations or a) For information about our services, including any temporary restrictions. This covers: changes due to engineering work, and the services i. Stations which have a physical constraint that available at the stations at which they stop, please prevents some disabled people from using it call our Journey Care team on: ii. Significant temporary work being carried out Phone: 03457 225 225* that affects station accessibility (select option 4 then option 4) iii. Changes to stations that would make them temporarily inaccessible (eg. when facilities such Text Relay: 18001 03457 225 225 as lifts or toilets at stations are out of order) Opening times: Monday to Saturday 08.00-22.00 iv. Facilities on trains for disabled customers that are Sunday 10.00 and 20.00 unavailable, as far as this is reasonably practicable (Closed Christmas Day and Boxing Day) g) All our onboard staff will look out for customers with If you’d like to make an assistance booking on Boxing Day specific needs and offer help if necessary, including just give National Rail Enquiries a call on 03457 48 49 50 getting off the train, whether you’ve booked assistance and you’ll be directed to available call centres. or not. b) The Journey Care team also offers travel information h) If your hearing, vision or mobility is impaired, please tell and advice about the most convenient and accessible our team on the train as soon as you can - for example stations for you to use, lets you buy a ticket for your when tickets are checked. If you need assistance to use whole journey, and can arrange help through the national the train’s facilities, or if particular help would be needed Passenger Assist computer system. This includes in an emergency, please tell us this when you call our reserving appropriate seats and wheelchair spaces Journey Care team before you travel. onboard, as well as help with getting on and off trains. i) Our trains serve both staffed and unstaffed stations c) If possible, please book assistance 24 hours before and levels of accessibility can vary a lot. When you call your journey, or further ahead if you can, and let us our Journey Care team they will advise on the facilities know any specific requirements you may have. available at the stations we serve, help you plan your d) You can also arrange assistance online through journey, explain how we can help you and also book virgintrainseastcoast.com/assist assistance or make arrangements so that you can e) As well as our 11 managed stations we call at 42 others complete your journey. and levels of accessibility and assistance available j) If you’ve booked assistance at a station we manage, can vary a lot from one to another. With this in mind we we will provide assistance off the train when the train and others in the rail industry give information to arrives. At terminal stations we aim to help you within Knowledgebase, a national database which has details 5 minutes of the train’s arrival. of accessibility at stations and helpline numbers for you k) If you have booked assistance through Passenger Assist to use. This database is available through National Rail and it is not provided at a station we manage, we will Enquiries, our Journey Care team, virgintrainseastcoast.com, refund 100% of the cost of your single ticket or 50% our ticket offices and at stations. of the cost if your ticket is a return. To claim a refund please complete an online form at the following link: virgintrainseastcoast.com/enquiry Assistance which has not been booked

*Calls cost no more than calls to geographic numbers (01 or 02) and must be included in inclusive minutes and discount schemes in the same way. Calls from landlines are typically charged up to 9p per minute; calls from mobiles typically cost between 3p 6 and 40p per minute. Calls from landlines and mobiles are included in free call packages. 7 We understand that assistance might be needed for Our teams at the station have information about station journeys you might have to make at very short notice, accessibility, meeting customers who have pre-arranged or that you may not be in a position to tell us in advance assistance, and details of the availability of facilities such what time you’re planning to travel. In these circumstances, as hearing loops and help points. We constantly review this we’ll do everything we can to provide the care and information with staff at our stations to ensure the best assistance needed and if we can’t guarantee this, we’ll possible pre-travel advice is available to you. You can also always tell you why. If you are travelling with us and will find all this information on the National Rail website at need help getting off the train and haven’t arranged this www.nationalrail.co.uk/stations in advance, please let our team on the train know and they Our database is updated by our Retail Support team to will arrange help for you. reflect any changes to accessibility, temporary or otherwise, Alternative accessible transport at our 11 managed stations within 24 hours of notification. Details of the normal accessibility of our 11 stations can If you can’t travel from one of our stations because it’s be found on page 24. A list of the different types of trains inaccessible to you (eg. because of a physical constraint), and routes we use is available on page 15. we’ll provide an appropriate alternative accessible service to take you to the nearest or most convenient accessible This information is updated as part of the annual review station from where you can continue your journey. of this DPPP. Our Journey Care team will be happy to discuss these arrangements to meet your specific needs. Tickets and fares Very occasionally our trains are replaced by buses and You can use a Disabled Persons Railcard to get more if this is the case for you, we’ll do everything we can to affordable travel on our trains. This Railcard gives make sure accessible vehicles are available to keep you on discounts to the holder and an accompanying adult on the move. We can’t always guarantee this so if we can’t, a wide range of our tickets. alternative arrangements will be made (eg. arranging a Disabled customers who, due to their disability, haven’t suitable taxi) at no extra cost to you. been able to buy a ticket before boarding the train, are If getting in to or around one of our stations is affected entitled to buy one during the journey with any relevant by temporary lack of a facility, like a lift, we’ll organise ways reduction, including by a Railcard, without any restriction. to take you to an alternative accessible entrance, such as If you don’t have a Railcard and are blind or partially an accessible taxi, or to the nearest appropriate accessible sighted and travelling with a companion, or if you use a station, at no extra charge. wheelchair, you can get a discount on Anytime tickets, Passenger information which may be a cheaper option than other ticket types available for the journey. These discounts range from 34% to 50% off the price. Further details are available from www.disabledpersons-railcard.co.uk At the station

8 9 Station entrances We will not permanently close any entrance at our stations if this leads to a reduction in accessibility for disabled customers to any platform or facility, without having first consulted Transport Focus, London TravelWatch (as applicable) and disability groups, and without having obtained the consent of the Department for Transport. We’ll also take into account the needs of disabled people when restricting or temporarily closing access points at stations, for example during building works. Aural and visual information We’ll provide clear and consistent aural and visual information of train departures and other relevant messages through our customer information screens and public address systems available at all our stations, particularly in the event of delays or disruption. Information points and displays At our larger stations, staffed information points are available for providing assistance. We generally use these information points, or booking offices at smaller stations, for people who have booked assistance to meet our station staff. We tell customers when they book that these places are where they should go when they get to the station. These are detailed on page 24. At our smaller stations our booking offices can provide information for you. All information on the facilities, services and accessibility of all of our stations will be available to you at information points, station ticket offices, by phone and online. Information on timetables, fares, connections and confirmation of any help arrangements that have been made through Passenger Assist will be available at information points. Timetables, posters, information leaflets and other materials are placed so that both wheelchair users and

10 11 standing customers can obtain or have access to them. help you and your luggage get on and off our trains, as well as other staffed stations we serve. At unstaffed stations Staff at our information points will give you with the our Train Managers will be pleased to help you between the most up-to-date information, including information on train and platform using the onboard ramps as long as the services and facilities provided by other operators, as arrangements are in place for you to get out of the station. well as the accessibility of other transport available near If you do require use of these ramps or assistance at any the station. station, we recommend that you contact our Journey Care All information about train services on display at stations team (please refer to page 6 for contact details). is also available through our staffed information points. Facilities provided by third parties At stations we provide real-time information about We do everything we can to make sure that services and delays, diversions and any other events that may affect facilities provided by third parties at our stations are as your journey as soon as we can. accessible as possible, and will highlight to them any Ticket machines deficiencies that have been brought to our attention. We also make accessibility considerations a requirement Our self service ticket machines issue tickets for use of their contracts with us. with the Disabled Person’s Railcard, and are accessible to wheelchair users. On the train Ticket gates Aural and visual information All stations we manage which have automatic ticket gates, All of our trains have public address equipment and and any associated manual gates, will be kept open if there external facing signs in each coach showing the stops the are no staff available to supervise them. train will call at. Our onboard team make clear announcements Luggage when delays occur, and before each station stop in plenty We can provide assistance with luggage at our stations of time to enable you to be ready to get off the train and when boarding and alighting trains. To book this comfortably. If you may have difficulty hearing such assistance, please contact our Journey Care team (see page announcements please advise our onboard team at the 6 for contact details). This service is free of charge. earliest opportunity. You can take up to three items of luggage onto the train Seats on trains unless there is not enough room for it, your luggage would Seat reservations are strongly recommended for all obstruct doorways, gangways or corridors, or the loading journeys on our trains. They’re free to make if you have or unloading of your luggage would cause delay to trains. a ticket for the journey. We aim to make seat reservations Your luggage should not exceed 23kg in weight. available around 12 weeks in advance of travel until two Left luggage hours before the train starts its journey (or the previous evening in the case of trains leaving their starting station Fully accessible Left Luggage facilities are available at early in the morning). London King’s Cross, Leeds, York, Edinburgh Waverley, Glasgow Central, Aberdeen and Inverness. We strongly recommend that wheelchair accommodation, priority seating and assistance onboard our trains or at Ramps stations is also booked in advance, as described on page 6. Ramps are available at all of the stations we manage to Arrangements can normally be made from up to 12 weeks before the date of travel. All our trains have a wheelchair space and table in Standard and are located near an accessible toilet. Our electric trains

12 13 also have wheelchair spaces in First Class which are also outdoor runabout powered scooters due to problems near an accessible toilet. All of this accommodation with their weight, dimensions and manoeuvrability. If your can be reserved through Passenger Assist. The size of scooter doesn’t exceed the dimensions listed above for wheelchairs we can carry varies by train type: wheelchair users and can be manoeuvred into the wheelchair space (this is generally achievable for those Electric train up to 120cm long and 70cm wide with a triangular footprint) we should be able to help. Diesel train 120cm long by 70cm wide in Standard Alternatively we can accommodate it, if it can be folded and carried as luggage. Further advice can be obtained There is a wheelchair space in First Class on our diesel from our Journey Care team. trains but you will only be able to access it if your wheelchair is less than 55cm wide or you can fold your Information about our trains wheelchair and transfer to the seat on the train. There is All of our trains have dedicated spaces for customers no accessible toilet in this coach. We recognise that most whose mobility is impaired, including wheelchair spaces wheelchair users will not be able to access this coach located within passenger accommodation next to an and plans are in place to replace these trains from entrance door and near to an accessible toilet. There are September 2018. two wheelchair spaces in Standard with another space in However, two of our diesel trains have a slightly different First Class on our electric trains. However, we operate seating layout with the wheelchair space and accessible two trains of a different style that just have one space toilet being located in First Class rather than Standard. in First Class. There is a wheelchair space in First Class on If you have reserved a wheelchair space on one of these our diesel trains although access is restricted. Please see trains, or require a wheelchair space and one is available, page 14 for further details. We also have onboard staff on we’ll upgrade you to the First Class space on the train every train. for free. Our teams at the station can advise what type Wheelchair accessible toilets are provided on all our trains, the train you are due to travel on will be. near to the wheelchair spaces. If you’d like to reserve a Standard wheelchair space, and All vehicles have powered interior doors. if all Standard spaces have already been booked, we’ll upgrade you to the First Class space on the train, if it is Most trains include a Foodbar which is open for the majority available, for free. This upgrade is also available for one of the journey. Assistance dogs are allowed in all coaches travelling companion. on all of our trains. Our onboard staff will also be happy to serve disabled customers food and drinks at their seat if The places on the train where wheelchair spaces can be they’re unable to visit the shop. found are clearly indicated on the outside of the train by Our Train Types the International wheelchair sign by the appropriate door. Wheelchair Space for Fully RVAR All our trains have a number of ‘priority’ seats available for Station Routes accessible wheelchair compliant customers who require additional leg room. They also have toilet designated seating for customers travelling with an Diesel (HST) All routes Yes Yes No assistance dog. You can reserve these seats through Passenger Assist. All routes other than those Electric to/from Inverness, Yes Yes No Mobility scooters (Intercity 225) Aberdeen, Hull, Harrogate and Unfortunately we can’t accommodate many of the larger Lincoln

14 15 Facilities for disabled passengers on Facilities for disabled passengers on our our Electric* trains Diesel* trains with standard seating layout

All seats have fold-up armrests to make it easier to get All seats have fold-up armrests to make it easier to get in in and out. “Priority” labelled seats with additional legroom and out. “Priority” labelled seats with additional legroom and and fold-up tables are situated near doors in all coaches. fold-up tables are situated near doors in all coaches. There is There is one wheelchair space in First Class and two in one wheelchair space in First Class and two in Standard all with Standard all with companion seating. Assistance buttons companion seating. Assistance buttons can be found adjacent can be found adjacent to wheelchair spaces and in to wheelchair spaces and in the accessible toilet (please accessible toilets. note access to the First Class wheelchair space is restricted. Please see page 14 for further details). M L K H F C D&E B M L K H F C D&E B M L J F D, E, G C A/B

M First ClassL J Standard F D, E, G C A/B EN D Standard First Class EN D Coach L Coach F Coach L Coach F North End North End NORTH NORTH Accomodatio n Accomodatio n

WC WC WC WC WC WC WC WC WC WC s 78 78 78 78 78 78 77 77 77 77 77 77 s Clas s Clas s ea ea ea ea 62 61 62 61 62 61 62 61 77 P 78 P 77 P 78 P WC WC A A Bi ke Bi ke 76 75 65 76 76 76 76 76 76 75 75 75 75 75 75 76 75 65 71 72 73 73 73 73 73 73 65P 74 74 74 76 74 74 74 75 71 72 75 76 75 76 ew Ar ew Ar ew Ar ew Ar 61 61 62 62 65P 76 75 61 61 62 62 71 72 74 P 73 P 74 P 73 P 71 72 78P 71P 77P 72P irst irst 78P 71P 77P 72P Accomodatio n Cr Cr Cr Cr Accomodatio n 63 63 63P 63P

73 74 73 74

Standa rd Standa rd 60 59 60 59 60 59 60 59 71 71 71 71 71 71 72 72 72 72 72 72 74 73 74 73 65 65 65 65 65 65 71 72 71 72 66 65 66 65 66 66 66 66 66 66 74 73 74 73 - -F - -F 74P 73P 69 70 63 63 74P 73P 69 70 69 70 63 63 69 70 69 70 69 70 71 72 71 72 57 57 54 53 54 53 54 53 54 53 54 53 54 53 59 59 60 60 57 57 59 59 60 60 Clas s 57P 57P Clas s 68 67 66 65 66 65 68 67 68 67 68 67 66 65 66 65

63 64 63 64 61 62 61 62 63 64 69 69 70 70 63 63 63 64 64 64 63 63 63 63 69 69 69 69 70 70 70 70 64 64 64 64 63 57 57 69 70 69 70 64 63 64 63 65 66 63 57 57 53 54 54 65 66 53 54 54 53 64 63 64 63 53 n 55 55 n 55 55 irst 55P 55P irst 69 70 69 70 66 65 66 65 52 51 52 51 52 51 52 51 52 51 52 51 59 59 61 61 62 62 66 65 60 60 Standa rd 66 65 64 63 Standa rd 60 59 60 59 59 59 59 59 61 61 61 61 62 62 62 62 64 63 60 60 60 60 61 62 61 62 60 59 61 62 61 62 60 59 61 62 61 62 60 59 60 59 57 -F - 58 61 62 55 55 57 -F - 58 61 62 55 55 61 62 61 62 49 49 49 49 46 45 46 45 46 45 46 45 46 45 46 45 60 59 49 49 55 51 51 55 52 52 57 57 58 58 56 56 60 59 51 51 52 52 57 58 57 58 57 57 57 57 58 58 58 58 60 59 55 55 55 55 56 56 56 56 56 55 56 55 60 59 56 55 56 55 55 56 55 56 49 50 55 56 54 53 56 55 56 55 57 58 49 50 55 56 54 53 57 58 51 51 52 53 52 53 54 54 57 58 57 58 51 51 51 51 52 51 52 51 52 52 52 52 53 53 53 53 54 54 54 54 53 54 53 54 49 49 58 57 45 45 46 46 49 49 58 57 45 45 46 46 47 47 58 57 ea and Kitche 58 54 57 53 ea and Kitche 54 53 53 54 53 54 44 43 44 43 52 51 52 51 47 47 44 43 44 43 44 43 44 43 47 47 46 45 46 45 49 49 49 49 50 50 50 50 53 54 45 45 45 45 49 50 49 50 46 46 46 46 53 54 45 45 49 46 49 50 46 50 52 51 55 56 53 54 47 48 52 51 52 51 55 56 53 54 47 48 52 51 52 51 52 52 51 51 52 51 41 41 41 41 38 37 38 37 38 37 38 37 33 33 29 29 43 43 44 44 49 50 49 50 47 47 46 45 46 45 43 43 44 44 47 47 49 50 tering Ar 49 50 tering Ar 45 46 45 46 49 50 48 47 49 50 49 50 48 47 48 47 49 50 48 47 48 47 40 39 48 47 40 39 Ca Ca 47 48 47 48 43 43 43 43 43 43 44 43 44 43 47 47 47 44 44 44 47 47 47 48 48 48 44 44 44 48 48 48 41 41 37 37 38 38 41 41 37 37 38 38 43 44 43 44 43 44 42 41 45 46 43 43 44 44 42 41 45 46 43 44 39 39 39 39 36 35 36 35 36 35 36 35 31 27 31 27 46 45 47 48 44 43 47 48 44 43 46 45 38 37 46 45 38 37 46 45 41 42 41 42 39 39 39 39 39 39 40 40 40 40 40 40 40 39 40 39 41 41 41 41 41 41 42 42 42 42 42 42 33 33 33 33 29 29 21 29 29 21 25 26 25 26 35 35 36 36 39 39 41 42 35 35 36 36 36 35 37 37 37 36 35 37 37 37 40 39 38 38 38 38 38 38 39 39 41 42 40 39 41 36 36 42 36 36 35 35 35 35 36 35 40 39 37 38 37 38 36 36 35 41 35 42 41 42 43 44 40 39 36 35 40 39 41 42 43 44 40 39 33 34 33 34 37 38 31 31 31 31 31 31 32 31 32 31 33 33 33 33 33 33 34 34 34 34 34 34 32 32 32 32 32 32 37 38 32 31 34 33 25 26 29 29 32 31 34 33 37 38 37 33 33 38 34 34 25 26 29 29 36 35 37 38 37 33 33 38 34 34 34 33 36 35 34 33

31 31 31 31 19 19 27 27 27 27 23 24 23 24 25 26 25 26 18 17 18 17 26 26 26 26 26 26 25 25 25 25 25 25 29 29 29 29 29 29 30 30 30 30 30 30 35 36 35 36 18 17 23 24 18 17 35 36 23 24 33 34 32 31 35 36 33 34 32 31 25 26 25 26 25 26 25 26 21 21 21 21 13 13 17 18 17 18 32 31 32 31 32 31 31 31 32 32 32 31 27 27 31 31 32 32 27 27 29 30 29 30 13 14 25 26 13 14 29 30 25 26 30 29 29 30 30 29 16 15 28 27 23 24 23 24 16 15 28 27 28 27 25 26 28 16 15 27 16 15 24 24 24 25 24 24 24 23 23 23 26 23 23 23 25 25 26 26 21 21 27 27 27 27 27 27 28 28 28 28 28 28 25 25 26 26 21 21 9 25 26 23 24 23 24 23 24 23 24 19 19 19 19 9 11 11 25 26 15 16 15 16 10 23 24 10 25 26 23 24 25 26 24 23 24 13 14 13 14 23 12 11 28 27 12 11 24 23 12 11 12 11 28 27 21 21 21 21 21 21 22 22 22 22 22 22 20 20 20 20 20 20 19 19 19 19 19 19 24 23 B 9 9 19 B 17 18 17 18 17 18 17 18 13 13 13 13 19 10 10 19 20 19 20 5P 6P 5P 6P 21 22 19 20 21 22 19 20 23 24 19 19 5 5 23 24 23 23 24 24 19 19 23 23 24 24 16 16 16 16 16 16 15 15 15 15 15 15 9P 9P 17 17 18 18 8P 7P 8P 7P 17 17 17 17 18 18 18 18 8P 7P 10P 10P 8P 7P 20 19 20 19 22 21 17 18 22 21 17 18 3P 4P 22 21 17 18 17 18 3P 4P 22 21 17 18 17 18 2 1 13 2 1 17 17 17 18 18 18 13 12 12 12 12 12 12 11 11 11 11 11 11 13 13 13 13 13 13 14 14 14 14 14 14 17 17 17 18 18 18 2P 1P 2P 1P 7 8 7 8 15 16 15 16 15 16 15 16 11 11 11 11 13 13 5P 6P 5P 6P P3 P3 13 13 16 15 16 15 16 15 16 15 16 15 11 12 16 15 11 12 outs outs 11 11 12 12 11 11 12 12 P2 P2 6 6 6 6 6 6 5 5 5 5 5 5 9 9 9 9 3P 4P 3P 4P 9 9 9 9 9 9 5 5 10 10 10 10 10 10 10 10 10 10 ea and Kitche n ea and Kitche n 5 5 11 11 P1 P1 15 16 15 15 16 16 11 14 15 13 16 15 15 16 16 11 14 13 11P 14 13 11P 14 13 9 14 13 9 14 13 10 9 9 10 9 9 10 10 10 10 t t 9 9 9 8 7 7 8 7 8 7 8 7 8 3 3 9 h h t 9 9 8 7 2P 10 10 10 7 4 7 4 7 4 t 7 4 7 4 7 4 8 3 8 3 8 3 8 3 8 3 8 3 P3 P3 2P 10 10 10 5 6 5 h 5 6 5 h 5 7 8 5 7 8 tering Ar tering Ar 6P 5P 3 4 7 8 6P 5P 3 4 7 8 sition sition Ca Ca sition sition 2 2 1 1 er Soc ke er Soc ke Po Po ting ting 6P 5P ac k ac k il et P2 P2 P2 P2 P1 P1 P1 P1 ssible 6P 5P 1 1 il et ssible er Soc ke ersall y Po ery Coac ery Coac ting 1 4 2 3 ac k er Soc ke P1 P1 ersall y Po ting 1 4 2 3 ac k uts - HST Main uts - HST Main St St 1 2 ery Coac 7 8 1 2 7 7 8 8 1 2 ery Coac 7 8 To 1 2 7 7 8 8 4P 3P To 3 St 4P 3P 3 St cce 3 Pow Pow il et il et il et il et cce ssible ssible ssible ssible 3 ersall y ersall y ersall y ersall y Pow A Pow A Univ Univ To To To To op op WC WC WC WC WC WC WC WC WC WC cce cce cce cce op op ea ea A A A A Univ Univ Univ Univ WC WC Wi-Fi in Ev Wheelchair La pt Priority Sea Luggage Wi-Fi in Ev Wheelchair La pt Priority Sea Luggage WC WC WC WC Wi-Fi in Ev Wheelchair La pt Priority Sea Luggage WC WC Wi-Fi in Ev Wheelchair La pt Priority Sea Luggage WC WC ew Ar ew Ar Cr Cr La yo La yo d Coach Lay d Coach Lay EN D h EN D h ac 16 ac 17 ndon End ndon End LONDON LONDON Co Co Lo Lo Mallar Mallar Facilities for disabled passengers on our Diesel* trains with a non-standard seating layout

There is one wheelchair space in First Class and one in Standard both with companion seating. Please note that there is no accessible toilet in Standard on this train.

First Class Standard Coach L Coach F North End North End s s WC WC WC WC WC WC WC WC s s A A Bi ke Bi ke P P P P 3P 3P 4P 4P 1P 1P 2P 2P 61P 61P 62P 62P 64P 64P anda rd anda rd 5 5 6 6 - First Clas - St - First Clas - St 7 7 8 8 P P 15 15 15 15 16 16 16 16 60 60 57 57 58 58 9 9 10 10 11 11 12 12 3 3 4 4 2 2 53 53 54 54 56 56 13 13 14 14 5 5 6 6 P7 P7 P8 P8 15 15 16 16 49 49 50 50 52 52 17 17 18 18 9 9 10 10 11 11 12 12 19 19 20 20 48 48 45 45 46 46 ea and Kitche n ea and Kitche n 21 21 22 22 15 15 16 16 13 13 14 14 23 23 24 24 25 25 26 26 41 41 42 42 44 44 tering Ar tering Ar 19 19 20 20 17 17 18 18 27 27 28 28 29 29 30 30 Ca Ca 40 40 37 37 38 38 23 23 24 24 21 21 22 22 31 31 32 32 33 33 34 34 ’ ’ ’ ’ ’ ’ ’ ’ 33 33 34 34 36 36 27 27 28 28 25 25 26 26 35 35 36 36 , D, E, G’ , D, E, G’ 29 29 30 30 32 32 37 37 29 29 38 38 34 34 39 39 40 40 Northbound Northbound Northbound Northbound Northbound Northbound Northbound Northbound Northbound Northbound Northbound Northbound Coach ‘J Coach ‘J Coach ‘L Coach ‘L Coach ‘F Coach ‘F Coach ‘M Coach ‘M Coach ‘A/B’ Coach ‘A/B’ 33 33 34 34 41 41 42 42 31 31 32 32 43 43 44 44 Coach ‘C Coach ‘C 25 25 26 26 28 28 35 35 36 36 45 45 46 46 37 37 38 38 47 47 48 48 21 21 22 22 21 21 22 22 24 24 39 39 40 40 49 49 50 50 41 41 42 42 51 51 52 52 B B 20 20 43 43 44 44 53 53 54 54 17 17 18 18 20 20 17 17 18 18 45 45 46 46 55 55 56 56 57 57 58 58 47 47 48 48 13 13 13 13 14 14 14 14 16 16 16 16 49 49 50 50 59 59 60 60 51 51 61 61 52 52 62 62 outs outs 9 9 9 9 12 12 10 10 10 10 12 12 53 53 54 54 63 63 64 64 65 65 55 55 66 66 56 56 P P 5 5 6 6 et et 8 8 5 5 6 6 8 8 P P P P 57P 57P 58P 58P 16 16 16 67 16 67 15 15 15 68 15 68 69 69 70 70 59P 59P 60P 60P r Sock r Sock osition osition ting ting tack tack ery Coach ery Coach 1P 1P 2P 2P 1P 1P 2P 2P 3P 3P 71P 71P 72P 72P 61P 61P 62P 62P 4 4 63P 63P 64P 64P 73P 73P 74P 74P p Powe p Powe e e ea ea to to il et il et WC WC WC WC WC WC ersall y ersall y WC WC Priority Sea Luggage S Wheelchair P Wi-Fi in Ev Priority Sea Luggage S Wheelchair P Wi-Fi in Ev Lap Lap To To ew Ar ew Ar ccessibl ccessibl Cr Cr A A Univ Univ

ndon End ndon End 18 19 Lo Lo HST B Coach Lay HST B Coach Lay Making connections All our onboard teams have smart devices available with various journey planning tools to help you re-arrange your Connections to other train services journey should your plans change for any reason. The teams We’ll help you make your connections to other trains are also regularly in touch with our Control office. when requested, whether they’re our trains or not. In the event that facilities on trains which materially affect We’ll make sure we give you sufficient notice aurally disabled customers are out of use (eg. accessible toilets), and visually if platforms change at short notice, and will we will do everything we can to let customers know before give any assistance necessary to any disabled customers. joining the train. Intermodal connections Where trains are replaced by other transport, we will give We’ll help you between trains and other modes of aural and visual information to enable disabled people to transport within the boundaries of our stations. find the substitute transport, and provide staff assistance where required. We specify in our contracts with taxi and bus companies that provisions are made for disabled customers If customers have booked assistance in advance through whenever possible, and we prioritise companies with Passenger Assist and provided contact details, we will aim accessible vehicles in our negotiations. Staff at our to contact them if the service is seriously delayed or cancelled. stations can help disabled customers to arrange their When doing so, we will also offer to re-book the assistance own accessible taxi where necessary. We also have if required. information posters at our stations that give details of If a train changes platform after a disabled person has been other transport operators which serve the station. helped onboard, staff will return to assist them to re-board at the new platform. Disruption to facilities and services Where services or facilities for disabled customers at our Our onboard team has details of all customers who stations are altered or removed we’ll provide reasonable have reserved accommodation or arranged mobility replacement services or facilities that are accessible. assistance through Passenger Assist. Our Journey Care We have written procedures for our station and onboard team receive automated updates on changes to a train’s staff to follow in the event of an emergency which deal itinerary in response to operational contingencies. specifically with the arrangements for dealing with When such changes are made, the team will review the disabled customers. Passenger Assist information and take appropriate action. All onboard staff are encouraged to provide the highest levels of customer service and are empowered to resolve appropriate issues on the spot. We also have dedicated Customer Service Controllers located in our Control office who can make arrangements for individual customers during disruption to journeys, In the event of serious delay we focus on the requirements of customers with disabilities or impaired mobility. We encourage anyone requiring help or advice who hasn’t booked assistance in advance to make themselves known to the onboard staff.

20 21 Contact us

Please let us know what you think about any aspect of our service, including information about facilities which are not working. You can get in touch through any member of our station or onboard teams, at virgintrainseastcoast.com, by phone, email, or post. Website: virgintrainseastcoast.com/contactus Telephone: 0345 7225 333* (available during normal office hours) Email: [email protected] By post to : Virgin Trains East Coast Freepost RTUH-TUGH-GCL2 Cramlington NE23 1WG Textphone: 18001 03457 225 225 (available during normal office hours) Normally our Customer Solutions team will respond to customers in writing, and if requested to do so will reply in alternative formats such as large print, by telephone, or in audio format. Alternative formats

Copies of the full Disabled People’s Protection Policy are available for free from our Customer Solutions team, at the above address. The Policy can be obtained in alternative formats on request, within 7 working days, such as in large print or audio format. A copy is also available electronically through virgintrainseastcoast.com Station accessibility information

The present position regarding access at our own stations can be found in the Appendix of this document. All stations we manage have Secure Stations Accreditation, awarded by the Department for Transport.

Virgin Trains stations Trains Virgin Ticket Office, main concourse Office, main Ticket Ticket Office, main concourse Office, main Ticket Ticket Office, main concourse Office, main Ticket Designated meeting points at at points meeting Designated Customer Service Office, Platform 1 Service Office, Platform Customer (or ticket office outside 08.15-18.00) office (or ticket Customer Information Point, Platform 4 Platform Point, Information Customer Customer Information Point, Platform 1 or 2 Platform Point, Information Customer Customer Information Point, main concourse Point, Information Customer Customer Information Point, main concourse Point, Information Customer Customer Information Point, main concourse main concourse Point, Information Customer Customer Information Point, main concourse Point, Information Customer Customer Information Point, main concourse Point, Information Customer

6 8 5 3 7 12 16 14 11 28 20 25 17 19 12 Blue Badge Blue Badge car park spaces car park spaces

617 555 299 382 358 481 124 101 573 276 322 796 900 634 1186 spaces spaces Car park Car park Car park

Two in Two Platform 1 Platform Platform 1 Platform All platforms All platforms All platforms All platforms Wheelchair Wheelchair Accessed from Accessed and Platform 1 and Platform Main concourse Main concourse Main concourse Main concourse Main concourse main concourse main concourse Platforms 3 & 8 Platforms Platforms 2 & 9 Platforms Platforms 8 & 12 Platforms accessible toilet accessible accessible toilet accessible another on Platform 4 on Platform another Four in main concourse Four Two on main concourse and on main concourse Two Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes facility facility Refreshment Refreshment Refreshment Refreshment 2 1 1 6 4 2 5 3 6 2 2 4 6 concourse, concourse, Number of Number of Number of Number of foyer (covered) foyer Seating in main Seating Seating in main Seating waiting rooms waiting waiting rooms waiting Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes counter counter Low level ticket ticket level Low Low level ticket ticket level Low

Step free free Step Step free free Step access note access access note access is via steep ramps is via steep is via a steep ramp is via a steep Lifts to all platforms Lifts to Lifts to all platforms Lifts to Lifts to all platforms Lifts to Lifts to all platforms Lifts to Lifts to all platforms Lifts to Lifts to all platforms Lifts to Lifts to all platforms Lifts to Lifts to all platforms Lifts to Lifts to all platforms Lifts to Lifts to all platforms Lifts to Lifts to all platforms Lifts to Lifts to all platforms Lifts to Access to platforms from from platforms to Access Access to platforms 5 to 8 5 to platforms to Access Victoria Road station entrance entrance station Road Victoria Access to Platform 3 on low level is level 3 on low Platform to Access via a stepped footbridge or a ‘barrow or a ‘barrow footbridge via a stepped crossing’ which requires staff assistance staff which requires crossing’ Full Full Full Full Full Full Full Full Full Full Full Full Full Part Part access access Step free free Step Step free free Step

York Leeds Tweed Central London London Retford Newark Durham Station Station Glasgow Waverley Westgate Grantham Wakefield Edinburgh Doncaster Newcastle Darlington North Gate King’s Cross Peterborough Berwick-upon- 25 Station facilities at stations managed by Virgin Trains East Coast East Trains managed by Virgin stations facilities at Station All the of stations listed below are staffed during the times when trains are calling, have Customer Information screens and Public Address systems, seating, hearing loops within booking offices, and meeting points. They all have a taxi rank, and an accessible set down area. Rail managed by Network stations facilities at Station All the of stations listed below are staffed during the times when trains are calling, have Customer Information screens and Public Address systems, seating, hearing loops within booking offices, and meeting points. They all have a taxi rank, and an accessible set down area. 26 27 virgintrainseastcoast.com

Virgin Trains East Coast Weekday service

VirginTrainsEastCoast @Virgin_TrainsEC

East Coast Main Line Company Ltd (trading as Virgin Trains East Coast). Registered in England No. 04659708. Registered Office: Friars Bridge Court, 41-45 Blackfriars Road, London SE1 8NZ.

September 2016. All details correct at time of going to press.

VTECxxx Making Rail Accessible Guide to policies and practices on our east coast route.

September 2016 Contents

Our strategy 3

Management arrangements 3

Monitoring and evaluation 3

Access improvements 4

Working with others 5

Staff training 6

Emergency procedures 6

Communications strategy 7

Car parking 7 Our strategy

We’ll maintain and improve current standards of accessibility of our services for people with disabilities, or whose mobility is impaired. We continually strive to deliver a high standard of care to all our customers through our staff and our use of the Passenger Assist booking system. We will prioritise plans and policies that improve accessibility according to value for money in terms of customer service benefits to all customers.

Details of our plans for improving access and services are explained in section 4.

Management arrangements

This policy is in compliance with the Passenger Operator’s and Station Operator’s Licences held by East Coast Main Line Company Limited. It has been approved by the Office of Rail and Road (ORR) and the Customer Experience Board of Virgin Trains East Coast. It will be formally reviewed every year by this board and the ORR.

Protecting and improving access to rail services for customers with disabilities is integral to our business strategy. Our Customer Experience Director is accountable for the delivery, development and promotion of accessibility and will ensure it is included across our business processes. This includes the development of business plans, the specification and delivery of projects and as part of our review of business performance.

Through training and briefings all managers and staff are made aware of their responsibilities to help disabled customers.

Our Head of Government Partnership Working will make sure our commitments to this policy are carried out through internal checks and regular review of feedback received from disabled customers. We’ll consult with the ORR when we believe that these commitments are not being met.

Monitoring and evaluation

We aim to provide easy access and excellent customer service for all customers. We regularly review our arrangements and services and will continue to introduce improvements as quickly as is reasonably practicable. We recognise that sometimes small changes, such as clear signs or the clarity and audibility of announcements, can make a significant improvement to the journey of all customers, especially those with disabilities. We welcome customer comments and will take these into consideration in reviewing and implementing this policy. We’ll consider customer feedback in developing spending plans where this suggests specific enhancements that would improve accessibility of our stations or trains.

Where a customer has made a complaint about the service they have received we’ll investigate with the responsible line manager and appropriate action will be taken where necessary. We will also consider appropriate compensation depending on the circumstances.

As well as taking direct feedback from customers, we also take note of research findings from surveys undertaken by third parties such as Transport Focus or the ORR.

We will provide a report to the ORR each year explaining our progress towards meeting the objectives within this policy. Any problems with any aspects of the policy will be raised with the ORR as they arise.

Access improvements

We’ll adopt the services, standards and guidance in the Department for Transport’s “Design Standards for Accessible Railway Stations: A Code of Practice” (The Code), with regard to activities within our direct control, and also take into account requirements within the Equality Act. We will work with other rail industry partners where complementary activities such as station services are supplied under contract. This policy will be reviewed when updates to The Code are made by the Department for Transport (DfT).

If dispensation from The Code or PRM TSI is needed for rolling stock refurbishment, or new, renewed or improved facilities and services on trains or at stations, this will be sought at an early stage in the design process, but only after every effort has been made to meet the standards in The Code and also the PRM TSI.

We’ve made substantial improvements to accessibility at stations we manage. The facilities and arrangements currently provided for disabled customers are detailed in the publication “Making Rail Accessible: Helping Older and Disabled Customers”.

We have implemented a programme of minor works to deliver improvements in accessibility at all the stations we manage. This has covered areas such as improved access to station entrances, new customer information offices and the installation of tactile maps. Improvements Delivered in the Year April 2015 – March 2016

Some examples of accessibility improvements made at our stations during the 12 months to March 2016 include: • installing RNIB ‘Maps for All’ at stations we manage to improve independent wayfinding both within the station and from the station to key points of interest within the communities we serve • installed dropped kerbs and a raised safe crossing outside Peterborough station • installed additional perch seating at a number of stations we manage • the installation of three additional customer information offices that provide weather proof waiting facilities for customers waiting for staff assistance, low level information counters covered by audio induction loops and are accessed through automatic doors. Schemes Involving Third Parties

Where third parties contribute funds towards station improvements we’ll make sure that accessibility improvements form part of these schemes. For example, the customer information office we installed at Durham was part funded by the local authority. Future Plans

The minor works schemes for 2016-17 have been consulted, and approved, Transport Focus. We are currently awaiting approved from the DfT to go ahead so the list of schemes is not finalised. However, we are hoping to deliver an ambitious programme of works that will include the following: • additional RNIB Maps for All • additional seating and improved signage • the installation of safe walking routes between designated car park bays and station entrances where these do not already exist. Working with others

Many of our customers start or finish their journeys with other Train Operating Companies, or at stations operated by other companies. We’ll liaise with these operators to review interchange arrangements for all customers and improve them where we can.

We’ve consulted with the Disabled People’s Transport Advisory Committee (DPTAC), Transport Focus and London TravelWatch, and will continue to consult with them and the ORR when proposing changes to this policy. It is a living document, which will be reviewed and updated as necessary. It will be submitted to the ORR annually from the date of approval and no changes will be made without the agreement of the ORR. We also liaise with a number of disabled organisations from across our route such as Newcastle Disability Forum, DIAL Peterborough and the National Rail Accessibility Forum. Suggestions for improvement are reviewed by our Customer Experience Board or our Property team for feedback solely concerning the built environment.

Staff training

Disability awareness is a part of our staff customer service training programmes and concerns the assistance we can provide for any disabled person rather than focusing on the impairment. The best practice training materials produced by a range of national disability training organisations under instruction from ATOC are extensively used to form the basis of the training we provide.

Other staff, including our management team, are also briefed to improve disability awareness. We also provide training in using accessibility equipment such as ramps and wheelchairs and also in skills for our staff to better assist customers who may have difficulty communicating. Details of our staff training, including the numbers of people trained, will be provided to the ORR annually or as otherwise requested.

As an example of progress being made, in 2015-16 we rolled out a disability awareness training programme for all of our 1700+ frontline employees. Further, all staff in our Journey Care team completed an e-learning training package produced by ATOC concerning the Passenger Assist service. This was in addition to the more general training given to all those handling calls in our Journey Care team such as in customer service and the importance of clear communication with customers who may experience difficulties in hearing, speaking or understanding our agents.

Emergency procedures

We recognise that disabled customers may need extra assistance at times of train or station evacuation. We have written procedures for our station and on board staff to follow in such circumstances that deal specifically with assisting disabled customers.

Procedures vary from station to station, by type of train, the nature of the emergency and by location of incident. Our teams will assist in the most appropriate way for the safety of all customers, including those with a disability. As a general principle, we will not evacuate customers with a significant mobility impairment unless in a life-threatening situation. Communications strategy

We make our Disabled People’s Protection Policy available through our website and display the customer facing part of the policy (Making Rail Accessible: helping older and disabled passengers) at staffed stations where our trains call. We will also circulate the policy to the disability groups we meet from time to time.

Telephone

Where provided, such as when contacting our Customer Solutions or Journey Care teams, our textphones have a dedicated telephone number. Recorded information provides an option to be connected to an operator.

Websites

Our website takes into consideration the needs of disabled people with a variety of impairments. We have worked with The Shaw Trust to improve the accessibility of the website and were consequently accredited to Web Content Accessibility Guidelines 2.0 as a result of this work.

We promote the availability of the assistance service to our disabled customers through this website.

Signage

We work with local authorities to make sure that directions to our stations are clearly signposted and we’ll address any deficiencies with the relevant local authority.

Where signage improvements are planned within our stations, we will take account of the good practice guide published by the RSSB into Wayfinding at Stations.

Car parking

At our stations the level of legitimate usage of ‘blue badge’ holder car parking spaces will be monitored regularly, as well as the level of usage by motorists who do not hold these badges. Where misuse of blue badge spaces is discovered, a suitable notice will be placed on the vehicle advising of the relevant byelaw being contravened.

We will review requirements and, if legitimate demand regularly exceeds the available ‘blue badge’ spaces, we will provide extra spaces if we can. Any new disabled parking spaces or spaces that are re-lined will be compliant with the dimensions specified in the Code of Practice.