Chilternrailways.Co.Uk Making Rail Accessible: Guide to Policies And

Making rail accessible: guide to policies and practices January 2017

Our strategy Management arrangements We are committed to continually improving The Customer Services Director is the accessibility of our services to all responsible for our Disabled People’s passengers, particularly those with Protection Policy, supported by the Head of disabilities or who simply need some Customer Service Quality. extra assistance. The Customer Services, Operations and Chiltern Railways also maintains a fund for Safety, and Engineering Directors are minor improvements and are committed responsible for frontline delivery and for to working with Network Rail to support ensuring the arrangements described in the development of delivery of Access this policy are delivered at stations and on for All and Inclusive Design schemes in trains. accordance with the Design Standards for Accessible Railway Stations (DfT Through our governance arrangements this March 2015). More details on station policy has been approved by the Executive projects involving Network Rail can be Team and signed off by the Managing found at http://www.networkrail.co.uk/ Director. improvements/access-for-all/ We have a number of communication For smaller projects, such as refurbishments and training arrangements in place to of station buildings, the DfT Design communicate the requirements of this Standards are continually consulted policy to frontline staff. Our team briefing throughout the project scoping and process provides a high-level brief to all construction process and passenger’s employees of the company regardless of opinions are gained through an early their role and this is supported by face to consultation process. face briefing by line managers.

Aside from physical adjustments to stations All frontline staff who are likely to and rolling stock, we regularly review our have a direct role in the delivery of the arrangements with a variety of stakeholder arrangements described in this policy groups such as our Passenger Board have attended a ‘Disability Awareness which contains experts on mobility issues, Training’ course within the last two years. statutory consultation bodies such as Separately all new entrants to the business Transport Focus and London TravelWatch, (regardless of role) receive classroom our industry representative body RDG and training as part of the company induction individual interest groups. training arrangements.

chilternrailways.co.uk To ensure that the business and senior Monitoring and evaluation managers receive feedback on the Our Head of Customer Service Quality will effective delivery of the arrangements review our Disabled People’s Protection described in this policy, frontline staff are Policy annually with the amended policy required to report any issues encountered being formally approved by the Executive by disabled customers when using our Team. network to our 24 hour Control Office. These issues are reviewed by senior The Head of Stations and on train service management team on a daily conference reports on statistics including the following: call attended by representatives from all operational departments of the business. • The number of assistance requests received Our Customer Relations team monitors • he number of complaints regarding our all customer complaints and comments services to disabled customers relating to the services we provide to • The number of customer service staff disabled customers. Each person who having completed the necessary training contacts Customer Relations will have one point of contact within the team for In addition to this the Head of Business consistency throughout their discussions. Assurance undertakes audits of our The feedback and complaints are passed compliance with this policy. The data to the Head of Stations and on train collected from these sources will be used service reports, local management and to evaluate the effectiveness of our policy the Customer Service Safety & Standards and ensure that any deficiencies in our Manager for investigation. The outcomes arrangements are identified and resolved. of the investigation are used in training Where appropriate the Executive Team will and to help inform staff who carry out the ensure that the relevant directors implement disabled assists. corrective action if any deficiencies in our arrangements are identified. Whilst Chiltern Railways do not specifically track the return on investment of Passengers who have booked assistance improvements for disabled people we do through Passenger Assist (and have have regular meetings with our Passenger agreed to be contacted) will be contacted Board, Rail User Groups and local interest and asked to complete an on line survey groups. regarding the service we have provided.

chilternrailways.co.uk All comments will be monitored and Code regarding: appropriate actions will be taken where • New or enhanced station facilities assistance has not been provided to the • Refurbishment of existing rolling stock expected level. The survey can be found • Station or on-train services at: https://www.surveymonkey.com/r/ ChilternCustomerAssistance In these cases Chiltern Railways will approach the DfT to seek dispensation In addition to these measures our from the relevant section of the Code at Complaints Handling Procedure is the earliest possible stage after all other designed to highlight any individual possible options have been considered. accessibility issues identified by members of the public to the relevant manager for A number of access improvement schemes resolution. The feedback received from have been completed over the last 12 customers is used to guide us in training months, including: the station teams in order to provide the best quality of service possible. • New benches at all of our stations, to replace those which no longer complied Before publication our DPPP will be with the DfT’s standards sent annually to the ORR for review and • One fully accessible brand new station approval. built in 2015 (Oxford Parkway). • Two existing stations completely rebuilt Access improvements to be fully accessible (Islip and Bicester Village, previously called Bicester Town). Chiltern Railways is committed to making • New and additional seating at all of our every possible effort to meet the standards stations. of the DfT’s 2015 Code of Practice for • New mobility assistance buggies Train and Station Services for Disabled purchased for Marylebone Station to Passengers and the PRM-TSI regulations. enhance the customer experience. Our intention is that legal compliance • Accessible booking office window will be a minimum standard. Wherever installed at Haddenham and Thame possible, Chiltern Railways will adopt Parkway a best-practice approach to access for • All future major projects at stations disabled passengers. in conjunction with Network Rail will feature the “Inclusive Design for All” However, there may occasionally be process at the development stage. circumstances where Chiltern Railways is unable to comply fully with the

chilternrailways.co.uk Working with others Staff training We remain in regular contact with key All new staff receive disability training stakeholders through our quarterly as part of their company induction. Passenger Board meetings. This Our training provides delegates with provides an opportunity for us to update information on our legal obligations stakeholders on key issues affecting our to customers and staff and covers the network and gain their support for our key following areas: projects. The membership of this forum • Disability and discrimination, including includes Local Authorities and statutory the Equality Act bodies such as London TravelWatch. • The Passengers with Reduced Mobility –Technical Specification of We consult the statutory bodies such as Interoperability Rail Vehicle Regulations Transport Focus and London Travelwatch (PRM-TSI) as well as our Passenger Board on the • The effects of different types of disability content of our improvements programmes. • Disabled customers using the Chiltern We also maintain a regular dialogue Railways network with our local Rail User Groups where we • Communication with disabled customers endeavour to attend their local meetings. and colleagues We also regularly engage with bodies We include in our training a number such as Age UK, Scope and RNIB via the of simulated and practical activities, trade body the Rail Delivery Group (RDG). including: For new projects at stations involving • Methods of leading people with visual Network Rail we fully endorse the Inclusive impairments Design programme and encourage • Assisting wheelchair users on and off the the process from the project discussion train and in station lifts. phase. This will ensure that the design of mainstream structures or services are Members of staff in customer facing roles accessible to, and usable by, as many and those who use the telephone to speak people as reasonably possible, in a wide with customers are provided with specific variety of situations and to the greatest training to assist them understand the extent possible without the need for special importance of: adaptation or specialised design. • clarity of speech • timeliness • intonation • language • emphasis

chilternrailways.co.uk This training is designed to raise customers. We seek to make disabled awareness of potential communication people aware of our services by issues and emphasise how ineffective methods including advertising, sending communication can impact upon disabled information out to other public sources customers. (such as libraries, bus companies and local authority shops). We also work with Emergency procedures local authorities, charities and local access groups. Every station managed by Chiltern Railways has a local emergency plan We have a dedicated Minicom/Textphone which details the actions that staff (either number 08457 078051. A human station, on board, remote staff in our operator can always be contacted during Control or security staff) must take in an our opening hours. emergency. These plans include detailed evacuation arrangements and take into Chiltern Railways website www. account the needs of disabled passengers chilternrailways.co.uk adheres to industry and refuge points on stations are clearly recognised W3C accessibility standards. signposted. The assistance provided to Signage on stations refers to industry disabled passengers varies between best practice outlined in Sections K1-9 locations based upon a risk assessment, of Accessible Train Stations Design for but includes the provision of wheelchairs Disabled People: A Code of Practice. We and ramps and identification of and also liaise with Local Authorities in the direction to safe havens (refuge points) preparation of Station Travel plans. if normal evacuation routes are not accessible. Car parking Our staff, both on board and station The designated disabled parking spaces at staff, have all been trained in the correct our station car parks are monitored jointly emergency and evacuation procedures. by our CCTV network and by physical Our policy is not to evacuate wheelchair patrols by the our Customer Service and passengers from trains without the support Security Officers. of the emergency services unless the situation is life-threatening. Enforcement of our parking scheme is undertaken and it is our policy to Communications strategy prosecute persons who infringe upon the regulations. All of our publicity meets industry best practice design standards which are designed to meet the needs of disabled chilternrailways.co.uk We view our car parks as part of the entire journey experience and they fall within the remit for the Department for Transport Secure Station Accreditation Scheme. We regularly review the demand to ensure that we have sufficient car parking spaces available.

Andrew Poole Head of Customer Service Quality

July 2016

chilternrailways.co.uk Making rail accessible: helping older and disabled passengers January 2017

Our commitment to you 1. Policy summary At Chiltern Railways we are committed Chiltern Railways is committed to helping to providing you with a safe, reliable, all our passengers and particularly older welcoming and value for money service. and disabled passengers to travel more We want to make sure that you can use easily by offering the following services to our services safely and comfortably and our customers: are investing in trains and improving • Assistance at stations and on trains our stations to provide a better journey with boarding and alighting as well as experience. finding a suitable seat when using our services or making connections, This document has been designed to • Alternative transport such as a taxi when show how we are working to improve the our stations or trains are inaccessible services we provide. You can get a full • Clear, consistent and up-to-date customer version of this Disabled People’s Protection information Policy from our customer services team or • A range of discounts where appropriate from our website at www.chilternrailways. to reduce the cost of the journey co.uk. for those qualifying to assist other passengers The Executive Team fully approve and support this policy and as Managing Chiltern Railways maintains a fund for Director I am responsible for making sure minor improvements and is committed to that the needs of all our passengers are working with Network Rail to support the considered in everything we do. delivery and development of Access for All and Inclusive Design schemes. We welcome your feedback on the service we provide and any suggestions you may Aside from physical adjustments to have for any improvements. If you’d like to stations and rolling stock, we regularly get in touch our contact details are shown review our arrangements with a variety of on the rear cover. stakeholder groups such as our Passengers Board who meet on a quarterly basis and contains experts on mobility issues, Dave Penney statutory consultation bodies such as Managing Director Transport Focus and London Travelwatch, our industry representative body RDG and individual interest groups.

chilternrailways.co.uk The Chairman of the Passenger Board (www.chilternrailways.co.uk/buy-online) produces an Annual Report which is there is a link on the ticket booking page available at www.chilternrailways.co.uk/ to request assistance. passenger-board At our staffed stations we will provide 2. Assistance for customers assistance to you without the need to book in advance. However, not all of Chiltern Railways participates in and our stations are staffed all of the time fully supports the Passenger Assist system so there are times we would need to to ensure that our customers can book know in advance to ensure that we can assistance for their entire journey on the provide the assistance needed on your National Rail network. Chiltern Railways journey. Bookings can be made via the works closely with other station and train number and website detailed above (other operators to ensure that we continue to booking services may vary). A list of improve the performance of this service. station facilities, including the hours that At London Marylebone assistance will be each station is manned, can be found on given to the station entrance, tube ticket our website and in our timetable booklets. gateline, nearby bus stop and taxi rank Please check these details before you and mobility buggies are available if travel to help avoid any delays in getting required. you the assistance you require. Our Call Centre is open between 07:00 If you wish to travel to or from a station and 22:00 so you can book assistance that is unstaffed when you need to use it, up until 21:45 the day before your we can still provide you with assistance journey. You do not have to give more to help you make your journey, with as than 24-hours notice to book assistance. much of your trip by rail as possible. Therefore if you want to contact us We want to do everything that we outside of our call centre hours please reasonably can to help you make your contact National Rail enquires on 03457 journey, so please contact us to discuss 484950 and you will be directed to your individual circumstances and the available call centres where you can help we can provide to support you. On make your assistance booking. There is arrival at a station, our Welcome poster also a leaflet available from staff at our at the front/main entrance to the station stations, “Passenger Assist, Let us lend a contains details of the numbers to call. If hand” which contains the details of how your assistance needs require it, we can to contact our Customer Relations team. provide alternative transport such as a Alternatively, when purchasing rail tickets taxi, at no extra cost to you, to take you to through the Chiltern Railways website the most convenient accessible or staffed chilternrailways.co.uk station, where a member of staff will be provide the following assistance services: on-hand to assist you. We will discuss with • Assistance with boarding and alighting, you how best to meet your needs and to including luggage assistance make as much of the journey by rail as • Passengers will be assisted with a possible and where practicable we will single item of hand luggage that must send a member of staff to an unstaffed be capable of being held in your lap if station to assist. required, plus 2 items of luggage each not exceeding 30x70x90cm in size Although we aim to assist customers off • Assistance with transferring between trains as quickly as possible, there may be trains or other modes of onward a delay of up to 5 minutes at terminating transport calling at our stations stations, such as Marylebone, Birmingham • Wheelchair assistance including ramps Moor Street, Oxford Parkway, Aylesbury, and Aylesbury Vale Parkway. You will be The seats in our Business Zones (on the informed of any anticipated delays or short Mainline Silver trains) can be reserved, term changes, such as building works at but a reservation service is not available stations at the time of booking, and you on all of our services however we will are recommended to allow extra time to make every effort to ensure that wheelchair make any connections. Please check our spaces are kept free for wheelchair users website www.chilternrailways.co.uk for the and that disabled customers can obtain a most up to date information on how our seat on the train. We have priority seats services are running before you travel. on all our trains for the use of disabled customers or those less able to stand. We are committed to providing facilities to These seats are clearly signed on all our make our assistance request services more trains and are easily sign posted to allow accessible for people who are deaf or our customers to find these seats more hard of hearing. easily. All of our station staff are trained The Commercial Director is responsible in delivering assistance, including for updating the National Rail database recognising passengers who may need of station facilities with any changes in assistance and will do so with due facilities and services at our stations to consideration and discretion. We have ensure that information on the National staff at all principal stations during train Rail Enquiries website is up to date. All service operating hours and are able to changes will be updated within 24 hours of the change.

chilternrailways.co.uk The ‘Stations Made Easy’ pages When you contact us to book your provide more information regarding the assistance our Customer Relations Team accessibility of facilities and services will discuss with you and with your and will be updated whenever there is a agreement will ensure that that alternative change to accessibility as follows: transport is arranged to take you between: • Your station of origin and the nearest or • Any physical constraints preventing most convenient accessible station and/ disabled customers from using the or station • Your destination station and the nearest • Station improvement works or most convenient accessible station. • Any significant temporary work affecting station accessibility 4. Customer information • Any changes to stations that would make them temporarily inaccessible (e.g. lifts We aim to provide clear and consistent and toilets out of order) information regarding train arrivals • Any facilities on trains being unavailable and departures and work closely with if this would have a material impact on other train companies to ensure that a disabled customer’s journey (including our information provision is in line with the temporary use of inaccessible rolling industry good practice. stock) We are committed to ensuring that up- 3. Alternative accessible transport to-date information about our facilities, services and the accessibility of our Not all of our stations are fully accessible. stations and trains is available on the Stations with and without disabled access National Rail Enquiries website at www. are identified in the Station Facilities nationalrail.co.uk. The Commercial section of our timetable, and on our Director is responsible for ensuring that this website www.chilternrailways.co.uk. information is updated with any changes Should a part of a station be inaccessible to the services we provide. to a potential user, then we will provide you with alternative transport such as You can also obtain full details of the an accessible taxi free of charge. This services that we offer from our Customer will include those occasions when a Relations Team or any member of station station becomes temporarily inaccessible staff. Our station staff have access to (e.g. when a lift is out of order) or when National Rail Enquiries and the ‘Stations any replacement transport service is Made Easy’ web pages and can provide used during times of disruption which is information on facilities, services and the inaccessible. accessibility of stations. chilternrailways.co.uk For information relating to accessibility as West Ruislip and Amersham but not on board, please refer to the rolling beyond these stations. Time restrictions stock matrix (with this document) or visit may apply. http://www.nationalrail.co.uk/stations_ destinations/47331.aspx Our Customer More information on the Disabled Persons Relations Team will also be able to assist Railcard, tickets and fares can be found on you in getting the DPPP in Braille or Audio www.disabledpersons-railcard.co.uk on request within 7 working days. Visually-impaired passengers without a We are committed to updating our Railcard should present their Certificate of Disabled People’s Protection Policy and Visual Impairment (CVI) or BD8 certificate. will do so annually in consultation with They are entitled to the discounts below the Office of Rail and Road and other only if they travel with a companion who stakeholders. also receives the same discount.

5. Tickets and fares Wheelchair users who do not leave their wheelchair during the journey If you are unable to buy a ticket at a and who have no Railcard may also station before your journey because our obtain the same reduction as passengers facilities are inaccessible or unavailable travelling with a Disabled Persons you may buy a ticket without penalty at Railcard. Although wheelchair users may your destination or on-board and enjoy travel alone and receive the discount, a any Railcard reduction to which you are companion can also travel at the same entitled. reduced price. If you hold a Disabled Persons Railcard For travel on the National Rail network, please remember to show it when we offer the following fare discounts purchasing your ticket at a ticket office. to disabled customers in the following Tickets incorporating Disabled Persons categories: Railcard discounts are also available from ticket vending machines at stations, and Adults Children the Chiltern Railways website. Disabled Most National 34% 50% Persons Railcard Rail fares Freedom Passes are provided by local holders Single or Return London borough councils to give older and Companion Off-peak disabled Londoners free travel on almost to a Disabled all public transport within London. Passes Persons Railcard Oyster Pay As holders You Go are valid from London Marylebone as far chilternrailways.co.uk Adults Children Information about facilities, services and Visually National Rail 34% 50% accessibility of all our stations is available impaired Anytime Day customers when Single, Anytime to passengers at station information points, travelling with a Single or ticket offices, by phone and on the internet. companion Anytime Return Booking office opening hours are available National Rail 50% 50% Anytime Day within the timetable and further staffing Return information is available on the station Wheelchair National Rail 34% 34% matrix accompanying this document. users who stay Anytime Day in their own Single, Anytime wheelchair and Single or We ensure that timetables, posters and one companion Anytime Return information leaflets are located to be National Rail 50% 50% accessible to disabled customers. Where Anytime Day Return facilities are provided by third parties, Freedom Pass FREE we work closely with them to ensure that holders and up they are as accessible as possible. We to 4 children will provide clear and consistent aural and visual information of train departures and (time restrictions may apply) other relevant messages particularly in the event of delays or disruption. 6. At the station Chiltern Railways is committed to All of our ticket machines are able to maintaining the accessibility of our stations offer discounts to Disabled Persons and we will not close any station or access Railcard holders. Where our stations gate if this will lead to a reduction in have automatic ticket gates these will be accessibility for disabled customers. staffed at all times and if we are unable to provide staff for any reason, these gates At London Marylebone the first point of will be secured in an open position. contact is the Customer Information Desk located between AMT and Patisserie All assistance, including luggage Valerie. If this is closed help can be assistance for disabled customers, is obtained from the Ticket Barrier Staff. provided free of charge and ramps are Elsewhere, help is available either from provided for customers who require them the ticket office, or out of hours from the at all of our staffed stations. However, we Customer Service and Security Staff. do not provide facilities for left luggage at Alternatively all our stations have clearly any of our stations. indicated Help Points, usually on platforms, linked to staff who can help.

chilternrailways.co.uk For new projects at stations involving either up to 700mm wide and 1200mm Network Rail we fully endorse the Inclusive long with a maximum weight of 300kg Design programme and encourage (including your weight). Customers may the process from the project discussion remain in scooters and wheelchairs when phase. This will ensure that the design travelling and can use the dedicated of mainstream structures or services are wheelchair bays on our trains which are accessible to, and usable by, as many indicated on the outside doors of the train people as reasonably possible, in a wide by the yellow information sticker. See variety of situations and to the greatest Section 3 of this document for the process extent possible without the need for special of assisting you with your journey in the adaptation or specialised design. event of disruption or the unavailability of appropriate facilities at stations. 7. On the train We are unable to carry scooters in excess All of our trains are equipped with of these size and weight limits because of public address systems for broadcasting the limited space in train carriages and the information via automated or manual size of train doorways. announcements. To ensure that customers have sufficient time to prepare to leave the Where there is disruption or station train, we will make an announcement and facilities are unavailable we will ensure display information (please refer to the that alternative accessible transport will be rolling stock matrix for further information provided for you and will accommodate on where this is available) about the next scooters and wheelchairs that our services stop after departure from the previous would have been able to accommodate. station where possible. We aim to ensure Please be aware that the policies for that you are kept regularly informed of carrying wheelchairs and scooters how the train is running, especially if there may differ between train operators so is disruption. some operators may allow you to travel but others will not, depending on the Our trains are fitted with priority seats for different trains used on the network. We disabled customers or those less able to recommend that you check this before stand. When requiring assistance our staff you travel to avoid delay and disappoint will make every effort to ensure that you during your journey. This can be done can obtain a seat or use the wheelchair either via our assistance team when spaces provided as appropriate. booking assistance over the phone (03456 005 165, select option 3 and then option We welcome wheelchairs and mobility 3 again) or via the operators’ websites scooters on our trains and can carry chilternrailways.co.uk available through 9. Disruption to facilities and services http://www.nationalrail.co.uk/stations_ During service disruption, we will make destinations/disabled_passengers.aspx regular announcements and ensure that our information screens are updated 8. Making connections regularly to keep you informed. If there is We are happy to provide assistance to a change of platform at short notice, we customers making connections to other will ensure that customers at the station train services or other modes of onward are provided with assistance to change transport calling at our stations. This platforms. includes providing help with boarding and alighting as well as luggage assistance. Where assistance has been booked At London Marylebone we will assist in advance, we will make every effort passengers to the Bakerloo Line ticket to contact you to make alternative gateline from where London Underground arrangements if it is likely that any rail staff will provide help subject to their own replacement service will be inaccessible. policy. We will also provide assistance to We will ensure that arrangements are the nearby bus stop and taxi rank. made when previous passenger itineraries are no longer valid and that staff are Any passengers needing assistance if, for available at interchange and destination example, there is a change of platform at stations to assist. short notice, this will be provided whether you have boarded the service or are During planned engineering works, we waiting for departure within the limitations will provide clear information at our of staff provision. stations to advise customers of replacement transport options. During times of service The following taxi ranks at stations have perturbation we will provide information accessible taxis available: Aylesbury, concerning amendments to trains times Warwick Parkway, Leamington Spa, and alternative travel arrangements via Banbury, Oxford Parkway and High the Public Address, Customer Information Wycombe. Screens and Help Point systems.

More information regarding the assistance When our facilities and services are not services we offer is provided in the available, or are not accessible, we will ‘Assistance for customers’ section of this make every effort to provide alternative document or by getting in contact with us. facilities. The Commercial Director is responsible for ensuring that any changes to accessibility are promptly updated on chilternrailways.co.uk the National Rail website. This information Assistance Booking Line Open will include: 07:00-22:00, 7 days a week (except Christmas Day) • Details of any physical constraints Fax: 01926 729 914 preventing disabled people from using the station, Email: • Details of significant temporary work [email protected] affecting station accessibility, Website: www.chilternrailways.co.uk • Details of changes to stations that would make them temporarily inaccessible and Further copies of this document and our • Details of on-train facilities being guide to policies and practices can be unavailable when this would affect obtained from our Customer Service disabled customers’ journeys. Team or are available from our website www.chilternrailways.co.uk For more information regarding our procedures for assisting disabled Passengers who have booked assistance customers at stations and on trains in the through Passenger Assist (and have event of an emergency, please see our agreed to be contacted) will be contacted guide to policies and practices. and asked to complete an on line survey regarding the service we have provided. 10. Contact us All comments will be monitored and Our Customer Relations Team is available appropriate actions will be taken where for you to find out more about our services assistance has not been provided to the or provide feedback on the services and expected level. The survey can be found facilities that we provide. at: https://www.surveymonkey.com/r/ ChilternCustomerAssistance Write to: Customer Relations Banbury ICC 11. Alternative formats Merton Street Alternative versions of this document are Banbury available, such as audio, large print and Oxfordshire Braille, within seven working days of your OX16 4RN request. Phone: 03456 005 165 (local rate applies) Minicom/Textphone number: 08457 078051 chilternrailways.co.uk 12. Comments regarding our policy The Customer Service Director is responsible for this policy and for making sure that the needs of disabled customers are taken into consideration.

Any issues relating to the content of this document can be addressed to the Customer Services Director via our Customer Relations team.

You can send your comments to us by letter, email, or telephone and we will respond by the same means.

chilternrailways.co.uk Stock â Loco Hauled stock Class 168 Class 165 Class 172 Class 121

Facility ä Electric Door (Silver) Slam Door (Hybrid)

Priority seating area In the Business Zone In the Business Zone ü ü ü In all vestibule areas and in In all vestibule areas and in Space for wheelchairs ü ü ü the Business Zone the Business Zone Accessible toilet area In the Business Zone ü Where indicated Buffet car ü ü by the logo in the timetable Information screens on board ü ü ü Announcements ü ü ü ü ü ü Contrasting Colour on Doors ü ü ü ü ü Wheelchairs allowed ü ü ü ü ü

Mobility Scooters allowed (up to ü ü ü ü ü 700mm x 1200mm, 300kg max) Dogs allowed ü ü ü ü ü ü