Accessible Travel Policy August 2020
1 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 1 Contents
4 Introduction
Our Commitment to Providing Assistance 7 A1. Booking and Providing Assistance 16 A2. Information Provision 20 A3. Ticketing and Fares 23 A4. Alternative Accessible Transport 24 A5. Mobility Scooters and Mobility Aids 26 A6. Delays, Disruption and Emergencies 29 A7. Station Facilities 31 A8. Redress
Strategy and Management 39 B1. Strategy 40 B2. Management and Arrangements 41 B3. Monitoring and Evaluation 42 B4. Access Improvements 44 B5. Working With Disabled Passengers, Local Communities and Local Authorities 45 B6. Staff Training 47 Contact Us
2 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 3 Introduction
TransPennine Express is the intercity train We also offer our Accessible Travel Policy in alternative formats, operating company for the North of England and specifically: into Scotland, connecting key towns and cities • Braille • Large Print with fast, high quality rail services, and our vision • Audio • Easy Read is ‘Taking the North Further’. You can ask for an alternative To deliver this vision, we have invested • Our Accessible Travel Passenger format by contacting our Customer over £500 Million since 2016 to Leaflet: Making Rail Accessible: Relations or Assisted Travel Team. introduce three brand new fleets of Helping Older and Disabled We will respond to your request NOVA trains, increasing capacity on Passengers: a summary of practical within seven days. our network through 220 new coaches. information about travelling on We have also invested in our stations our services and the wider UK rail to provide the facilities our customers network We will review and update want and need, such as changing • Our stations accessibility our Accessible Travel Policy places, waiting facilities and new ticket information: a summary of the each year to make sure that offices, and continue to explore new arrangements and facilities at each it includes any improvements opportunities to add more features. of the stations which we manage we have made to our services. and those where our services call We are committed to delivering consistently excellent service, making • Our trains accessibility information: journeys easy and convenient for all which explains the accessible our customers. Our aim is to provide features on the trains we operate an accessible and welcoming railway Together these documents form this for all and we will ensure that your Accessible Travel Policy. needs as an older or disabled customer are properly considered in all aspects You can find all four elements online of service delivery. The end goal is at www.tpexpress.co.uk/travelling- enabling you to travel confidently and with-us/assistedtravel where they as independently as possible. are available for download both in standard and accessible formats. To help you in planning your journey, and to know what to expect, we You can also pick up a copy of our produce this Accessible Travel Policy. Making Rail Accessible: Helping This is made of up four elements: Older and Disabled Customers leaflet • Our Accessible Travel Policy: A from any staffed station where our guide to our policies and practices services call. which explains our strategy and vision for delivering accessible services (this document)
4 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 5 A1. Booking and Providing A. Assistance
Our Commitment Assistance can be provided wherever released, usually 12 weeks in advance, you need it across the national rail but for some services this can be as network using “Passenger Assist”, a much as 24 weeks. to Providing system used by all train operators to coordinate assisted travel. Because The amount of notice we ask you to it’s a national system you can use it give for requesting assistance varies to book assistance for your entire depending on the journey you are Assistance journey irrespective of the number of undertaking. We recommend that connections or train services you need you contact our Assisted Travel Team to take, with one call. You can even as soon as possible, and no later We are committed to providing a reliable and purchase tickets all at the same time. than 10pm the evening before your easy to access service that allows older and journey to ensure that we are able to You can book assistance on our make the necessary arrangements. disabled customers to arrange the assistance services and those of other train However, if your journey is they may require to help them access any part of operating companies by contacting direct between two stations that our Assisted Travel Team, who TransPennine Express manage, you our network with confidence, using the national are available 6am to 11pm daily, can call anytime up to two hours Passenger Assist system. excluding Christmas Day. before you plan to travel. This is our ‘Express Assistance’ service., We continue to work closely with Passenger Assist service, particularly We will ensure our Assisted Travel Please be aware seat and wheelchair rail industry partners to improve the in relation to journeys that involve Team is resourced to meet demand user space reservations will not be consistency and reliability of the more than one operator. by monitoring volumes of requests available with this reduced notice. and response times and adjusting our service provision accordingly. As By April 2021 we will reduce this detailed in section B6, Staff Training, notice period to 6 hours and then to our Assisted Travel Team receive only 2 hours’ notice by April 2022, training that ensures they understand meaning no matter where you are the needs of our disabled and older travelling, you can benefit from our customers. The team have an in- Express Assistance notice period. depth knowledge of the accessible We will achieve this by transitioning facilities and features of our network, to the new Passenger Assist system enabling them to provide the most being introduced by Rail Delivery appropriate advice. Group and developed by Transreport which will enable staff to view You can request assistance for assistance bookings via an App. your journey from when tickets are
6 || OurOur CommitmentCommitment toto ProvidingProviding AssistanceAssistance Our Commitment to Providing Assistance | 7 Passenger Assist Rail Enquiries and our website within Unbooked Assistance alternative accessible transport (at one business day. Where facilities no additional cost) for you to an Passenger Assist is the national We can also provide help when you that you may need on-board are out alternative station. If you need help system used by all UK train operators travel, even if it has not been booked of use (e.g. accessible toilets) staff getting off the train and have not to coordinate assisted travel. in advance. You can turn up at any booked assistance in advance, you will try to advise you of this before station that is accessible to you should advise on-board staff who will Because it is a national system, it you join the train. and request assistance onto a train means we can book assistance for arrange this for you. When you call to make a Passenger from a member of staff directly, by your entire journey irrespective Assist booking, our team will confirm using a help point, or by calling our of the number of connections or Accessing Unstaffed the station accessibility features and freephone number 0345 600 1671. train services your need to take, Stations the arrangements they have made for To help you understand which all in one request. Where possible, We always do our best to provide you, so that you are aware of what stations may be accessible to seat reservations will also be made, the assistance and help you need. If to expect when you travel. You will you without staff assistance, the including priority seats, wheelchair access to and from platforms at the receive a confirmation email with the accessible features of each of the user spaces and companion seats. station you plan to use is not possible, details of your assistance booking. stations where our services call You can also purchase tickets at the (e.g. if the station is not staffed at the In addition, station accessibility are detailed on our website same time as requesting Passenger time you wish to travel or because of information can also be provided to www.tpexpress.co.uk/travelling- Assist, all within one call. a physical feature) we can arrange you by post or email upon request. with-us/station-information. alternative transport to a convenient Passenger Assist draws station To improve the coordination of Our Assisted Travel Team will also accessible station at no additional information from National Rail Passenger Assist across the UK rail be able to provide these details and cost from where you can continue Enquiries, including station network, we are working with other advice about your journey. your journey by rail. When you book facilities and features as well as the train operating companies and Rail assistance, we will discuss with you latest information about access Every TransPennine Express service Delivery Group (RDG) to introduce the type of alternative transport you arrangements on stations and trains has on-board staff who will be able the new Passenger Assist system, require so that we can make sure that across the UK. Our Assisted Travel to assist you to get on and off the including the staff app, which will the vehicle provided meets your needs. Team will use this information when train at any station where there are enable real-time communication making your booking. no platform staff available. We have Connections To Other between station teams, showing the ramps on board all our trains and To deliver a reliable assistance live status of your assistance, along strategically placed at stations where Train Services service, we will ensure that the with any amendments. our services call. When making train connections, information on National Rail Enquiries please allow yourself enough time to Where Passenger Assist has been for the stations that we manage is We will always do our best to transfer between trains. Depending booked, we aim to provide a member regularly reviewed and updated assist you and all members of our on your needs, it may be that the of staff to help you on and off the where necessary. If for whatever team are briefed to look out for time needed to transfer is longer train as soon as possible. When reason one of the accessible features customers with specific needs and than the times allocated in journey you arrive at a station where a train or facilities on our stations or trains is offer appropriate help. Please bear planning systems. Our Assisted terminates its journey (such as not available, or you make us aware in mind that if you need assistance Travel Team can advise you on Manchester Airport) it may take a of an issue with the information and have not contacted us in recommended connection times little longer to meet you, and we will provided, we will ensure that advance, particularly during times when you are making your booking endeavour to assist you within five information is updated on National of disruption it may take some time and can find alternative journeys for minutes of the arrival of your train. to provide. We may instead arrange you when more time is needed.
8 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 9 Station Wheelchairs We will use the new Passenger Assist • Try to give enough time for as much as six months in advance, and Buggies system to transfer all information all customers to board the up to the day before your travel for between stations about Passenger re-platformed train Intermodal services operated by Class 185 trains, All TransPennine Express staffed Assist bookings, or unbooked connections and up to 2 hours before travel on stations have wheelchairs which are assistance requirements. Should services operated by NOVA trains able to be used by staff to assist this system not be available by the Intermodal connections (once all NOVA trains are deployed), customers for transfers around the implementation date required by the If you are changing between modes although we recommend reserving a station. We have invested in new ORR, we will use dedicated phone of transport (e.g. from train to bus seat as soon as you can. station wheelchairs which feature numbers for each of the stations or taxi), we can provide assistance luggage attachments, and in some Seat reservations may not be we manage or implement suitable to help you make the connection as locations are power assisted available on some shorter distance alternative technology to allow the long as the interchange is within the journeys and are not available to that enable staff to help more than information to be transferred with immediate station area. season ticket holders. However, if one customer at a time, increasing an audit trail. At staffed stations, Working with local taxi suppliers, we you are mobility impaired or have the amount of assistance we can supervisory staff or ticket office aim to make wheelchair accessible a disability where it is beneficial for provide to customers. staff will be responsible for receiving calls. For unstaffed stations, calls taxis available at our station taxi you to have a seat for your journey, At some of the larger stations we serve or messages will be directed to our ranks. We work with local councils we strongly recommend you make such as Manchester Piccadilly, Leeds, Duty Customer Experience Manager who license taxis to encourage taxi a reservation for a priority seat by Edinburgh Waverley and Glasgow who will relay the information to the companies that have a permit to contacting our Assisted Travel Team. Central, buggies are also available. relevant on-board staff. operate from our stations to provide If you are travelling with others, wheelchair accessible vehicles we will do our best to reserve them If you require use of a station Should alternative technology be and drivers trained in disability a seat close to you but can only wheelchair or buggy, please request used, the solution will be agreed awareness. However, we cannot guarantee that one companion will this when booking Passenger Assist with the ORR, Rail Delivery Group guarantee that such taxis will be be able to travel next to you. in order to ensure availability. and other train operating companies available at all times. to ensure a common approach and Handover Protocol methodology is applied. Our staff can help you to and from the Wheelchair user spaces and The Office of Rail and Road station taxi rank. The contact details priority seat reservations (ORR) are developing a Handover Platform Alterations of local taxi operators for each station All our trains have priority seats in Protocol, which is a set of rules If platform alterations occur at short are displayed on our on-board digital each carriage, located near to an which station staff must follow to notice, our station staff can assist you screens as the train approaches the entrance door, and with additional ensure that all relevant information to the correct platform. They will also: station, online at nationalrail.co.uk and leg room. on station welcome posters should about your assistance is effectively • Update the Customer Information you need to arrange a taxi for your We ask our customers to give up communicated between boarding Screens at the station and make onward journey. priority seats for people who need and alighting stations. additional announcements them more when they have not been The handover protocol will be • Seek to identify any customers Seats on trains reserved in advance, but it is not with disabilities and provide any implemented at TransPennine Seat reservations can be made on always obvious why someone with assistance needed Express once confirmed by the ORR. the majority of TransPennine Express a nonvisible disability needs a seat. We expect this to be in late 2020. services. These are available from Our on-board team will be happy to help ensure priority use of these
10 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 11 spaces is given to customers who The seating closest to the wheelchair Certainty Companions on NOVA trains need them most. user spaces are First Class. Any We recognise the guarantee that There is one allocated companion wheelchair user transferring to a seat on the wheelchair user space will be All our trains have two spaces for seat per wheelchair user space. these trains can travel in the First Class available, and not taken up by other wheelchair users, accessible by These are seats E03 and E05. carriage at no additional cost where customers, pushchairs, bicycles wheelchairs with a maximum width Companion seats can be reserved seating is available and not required or luggage is crucial. With the of 70 centimetres and a maximum through our assisted travel team by First Class ticket holders. If you wheelchair user spaces in First Class, length of 120 centimetres. You can when a wheelchair user assistance transfer to a seat, you will be entitled we can guarantee the space, with find the spaces for wheelchair users request is made. to a complimentary hot or cold drink easier access to get to and from, by looking for the wheelchair symbol and a snack whilst catering is available. even when the train is busy. Where a wheelchair user is travelling on the outside of the carriage. Staff Customers wishing to enjoy the full with a companion and assistance has will deploy the ramp and help you to First Class offering, including alcoholic Reliability not been booked, our conductors will board or alight the train. refreshments and larger meals, have the The availability of the accessible toilet endeavour to make the companion option to upgrade to a First Class ticket. Class 185 Trains on board the train is recognised as seat available. Our retail offering will also be available being of paramount importance. With Each three coach class 185 train has The offers for Disabled Persons for the purchase drinks or snacks. the toilet in the First Class section of two wheelchair user spaces located Railcard Holders and reduced fares the train, the demand for this facility in coach C. The wheelchair user which apply for wheelchair users and NOVA Trains is reduced, adding to its reliability spaces are C98 and C99. one companion remain unchanged. Each five carriage NOVA train has and availability for wheelchair users two wheelchair user spaces located Each wheelchair user space has who may not be able to use or access Seat E04 is permanently non- in coach E, which on these trains a folding table, plug socket with other toilets on the train. reservable, and so may be available is First Class. The wheelchair user USB charging point, and call for aid for additional companions when not spaces are E01 and E02. button. Fold down seats are available Ticket Validity on NOVA required by First Class ticket holders. trains in this area for companions. Each wheelchair user space has a The carriage of additional table, plug socket with USB charging Wheelchair users with standard class The wheelchair user spaces are in companions in the First Class point, and call for aid button. tickets will travel in the First Class standard class only. There is no carriage at no additional cost and will carriage with a standard class access for wheelchair users to First There are no wheelchair user spaces be entitled to a complimentary hot or ticket will be at the discretion of Class on these trains. in standard class. This decision was cold drink and a snack whilst catering is the conductor, determined through taken for several reasons. available. However, customers wishing consideration of the demand for First Transferring to a fixed to enjoy the full First Class offering, Class at the time of travel. Support including alcoholic refreshments seat on Class 185 Trains Companions will similarly benefit Our on board catering host is and larger meals, have the option to If you need your wheelchair from a free hot or cold drink and a predominantly located in First Class upgrade to a First Class ticket. Our positioned adjacent to the seat, you snack whilst catering is available, meaning that they can be on hand retail offering will also be available for will not be able to transfer to a seat with the option to upgrade to First to assist wheelchair users should the purchase drinks or snacks. on Class 185 trains. Class to benefit from the full catering the conductor or station staff be offer, or purchase drinks or snacks If you can walk a small number of steps unavailable. separately. from your wheelchair to a seat, you can transfer to a seat in Coach C.
12 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 13 Transferring to a fixed network, so we strongly recommend If you have not made a seat Assistance Cards seat on NOVA trains you reserve wheelchair spaces or reservation You can use an assistance card when priority seating and book assistance If you are an older or disabled you travel to help us understand There are two options available to in advance. customers wishing to transfer from customer and you have not made a what help you need. The card has reservation, we will make every effort space for key information including a wheelchair to a fixed seat whilst If you have arrived at a station and to ensure you can find a seat. If you your name and emergency contact on board. not reserved a seat or wheelchair are unable to find a seat on board, details in case these are needed user space in advance you may need please inform the on-train staff, whilst you are travelling. You can also Customers who need their wheelchair to wait for the next available service usually located at the rear of the train write a message on the card so staff positioned close to the seat enabling with a space or seats available. transfer with minimal steps should or in First Class who will be pleased can quickly understand what help access the wheelchair user spaces in Our Assisted Travel Team can make to assist you. you need, e.g. I need a priority seat. the First Class carriage of the train reservations for seats and wheelchair Assistance cards and lanyards can and transfer to one of the designated user spaces where available for you Assistance Dogs be collected from TransPennine companion seats. An additional at the same time as booking your We welcome assistance dogs, Express station ticket offices, or you companion seat can be booked to assistance and buying your travel including guide dogs and hearing can request them from our Customer ensure two seats are available. tickets. They also can make seat and dogs on all our trains in any carriage. Relations and Social Media Teams. wheelchair user space reservations Our on-board staff will be happy to Customers using a station wheelchair You can find more information about on trains run by other train provide drinking water for assistance can board any coach, and then make how to get a lanyard or card on our companies who provide this facility dogs if required. website www.tpexpress.co.uk use of the priority seats on board. if you are not making your entire If you have an assistance dog, we Our assisted travel teams can discuss journey with us. Where assistance All of the assistance card and lanyards recommend you contact our Assisted your preferences with you and book has been booked but a specific seat we provide are unbranded, meaning Travel Team and reserve two priority assistance and reserve seats based or wheelchair space has not been that you can use them across the seats to make sure there is space on on these. reserved, (e.g. where reservations rail network or other recognising the train for your dog to lie down are not possible on other operators organisation, and staff and customers safely and comfortably. Whichever TransPennine Express services) we will make this clear should quickly understand that you train you are travelling on, use of the to you at the time of booking and need help whilst travelling. wheelchair user space will always confirm this in the Passenger Assist Assistance Cards and be prioritised for wheelchair users confirmation email. Lanyards or mobility scooter users with a Rail We offer cards and lanyards which If you do not have a seat or Ready pass. you can use to communicate your wheelchair user space reserved, needs to our staff. If you have not reserved a wheelchair and we are unable to provide travel user space, we will allocate any on an alternative service within Sunflower Lanyards unreserved wheelchair user spaces an hour of your intended journey We actively promote and distribute on a first come first served basis. time, we will provide alternative Sunflower Lanyards to customers accessible transport for you and your with non-visible disabilities who want Some of our services can be busy, companion to the nearest convenient railway staff to be discreetly alerted particularly at peak times or when station where a service to your to their possible need for assistance events are taking place across our destination with capacity is available. during their journey.
14 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 15 A2. Passenger Information and the Promotion of Train Accessibility Information At times of disruption, our staff Details to help you understand what will update information screens facilities are provided on board our as soon as they can. We will also Assisted Travel trains are available on our website make announcements to keep you www.tpexpress.co.uk. This includes informed of the situation and staff A2.1 Accessible Travel A2.2 Stations and Rolling train layout diagrams and key will actively seek to identify those customers who may need assistance. Policy Documentation Stock Accessibility information such as the number of priority seats and toilets. We will ensure our Accessible Travel Station Accessibility Information At stations we manage, customer information screens also show Policy and in particular the Passenger Details to help you plan your A2.3 Passenger journey information about the formation and Leaflet are widely available, helping journey are available on our website information facilities on our trains, helping you to you to understand the services and www.tpexpress.co.uk where you can We recognise that you may use easily find each coach, the wheelchair assistance available and how to find information on the accessible the railway infrequently or be an user spaces and bike spaces. obtain it. features at each of the stations occasional user of our services and we serve. In addition to being available on our may not know how to best access Wayfinding and Connections to Other Transport website to download (in Word and The same information for every information which will help you to PDF formats) the Passenger Leaflet station on the UK rail network travel with confidence. This can be a All our stations have posters can also be provided on request from is provided on the National Rail particular problem when services are displaying information about the our Assisted Travel Team and from Enquiries website. disrupted. We have various solutions station, facilities and accessibility information points, ticket offices and in place to provide this information. information. The posters include a leaflet racks at all staffed stations We regularly review the station station map, the contact details of where our trains call. We ensure information within the National Rail At the Station: our Assisted Travel Team and those that at the stations we manage, we Enquiries system for the stations Train Arrival and Departure of any other train operators whose place all information about accessing we manage and make use of the Information services call at the station. our services in a position that both station alert feature to communicate All our stations are fitted with audio At stations we manage, we have wheelchair users and standing any changes to facilities or services and visual real-time information worked with local authorities to customers can access easily. which may impact your journey. This systems, giving clear and consistent provide wayfinding signage at the includes any temporary restrictions, information for train departures We will be happy to provide station giving the direction and for example, because of building and advice regarding any delays or alternative formats of our Accessible distance of key attractions, e.g. work or when facilities such as lifts disruption. This includes up to date Travel Policy documents. Town Centre, Library, Town Hall etc. and toilets at stations are out of train running information on customer order. If you book assistance via Additionally, we are working with information screens on all platforms Within our stations, signage is our Assisted Travel Team, they will our stakeholders and user groups to where our services call. We also make provided directing customers to advise you of any accessibility issues identify locations which may benefit audio announcements when there platforms and key facilities such reported on the Passenger Assist from offering copies of the leaflet. are any changes to the schedule and as accessible toilets and changing system relevant to your journey. These may include community when a train is approaching a station. places where provided. centres, job centres, citizens advice bureaux, libraries, and tourist information centres.
16 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 17 Delays, Diversions and JourneyCheck. Where replacement A2.4 Information Points, Help Points Disruption transport is in operation we will Help Points and Contact We have help points at our stations, provide, where possible, visual We recommend you ‘check before Centres’ both in the station and in the car you travel’ to determine whether information on our customer parks we manage, installed at a Information Points there have been any changes to information screens and make height usable by all customers the service which may affect your automatic announcements or staff We have information points at some including wheelchair users. These journey. You can do this by visiting announcements to direct customers of our busier stations, including are large, round, white units with our website www.tpexpress.co.uk, to the vehicle pick up point. Manchester Airport and Hull. These push buttons for information or checking our social media channels, are located in key areas of the station, emergency contact. Staff answering Our station and on-board staff using our App or checking on including on the concourse or on these help points will be able to help are trained to anticipate your National Rail Enquiries at platforms. Signage is provided to you with local information, train needs, which also covers mental, www.nationalrail.co.uk. direct you to these where they are not running details, assistance requests intellectual or sensory impairments. immediately obvious. At stations which and information relating to other They will communicate news of any We also offer a service called do not have an information point, the operators and stations. JourneyCheck. This can be used to service disruption and provision ticket office provides this service. check the status of any of our routes of alternative transport via the A2.5 Websites or services, and you can also set up an Passenger Information Systems or, Our station information points are Our website www.tpexpress.co.uk is alert, so that you get a notification in where possible, in person. staffed at the same times as our designed to provide easy access to advance if there is a change to services ticket offices and can provide you On the Train read and download information, that which may affect your journey. with information about: covers everything you need to know All our trains have public address • Station facilities. If you have booked assistance, and equipment and visual displays in about our Accessible Travel Policy • Train services, including timetables, we know more than 24 hours in each coach showing the destination and processes. connections, fares and the advance that the journey is no longer of the train and the next station stop, accessibility of the train. By July 2020 we will conduct a viable due to engineering works, as well as key safety information. review of our website against Web industrial action, severe weather or • Delays, disruption, diversions or Content Accessibility Guidelines other issues affecting the service, Our on-board staff are trained to emergencies taking place along the (WCAG) AA standards and formulate our Assisted Travel Team will try to provide timely, helpful and clear route which may affect your journey. a development plan to reach this contact you to discuss your journey announcements and will ensure • Confirm your Passenger Assist standard by July 2021. and make alternative arrangements these are made in sufficient time for arrangements. or provide a refund if you choose not customers, you to prepare to alight, to travel. at least two minutes before arriving They can also help with any other at each station. general enquiries you may have. Where we identify an issue which will affect your journey less than 24 Our team will make announcements At each of our staffed stations we hours before you travel, information about any alterations to the place timetables, posters, information about alternative arrangements will normal service, including delays. leaflets, (including our Making Rail be provided when you arrive at the If you have difficulty hearing such Accessible: Helping Older and Disabled station. Larger disruption will also announcements, please advise Passengers leaflet) and other materials be communicated via our website, on-board staff at the earliest in a position that both wheelchair users app, social media channels and opportunity. and standing customers can access.
18 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 19 A3. Ticketing and Fares
Buying a Ticket Railcards years and give you up to a third off Blind or visually-impaired standard and first-class tickets for Tickets can be bought from the ticket Disabled Persons Railcard customers travelling with a journeys throughout Great Britain. companion office at staffed stations, at stations A Disabled Persons Railcard is available If you are registered as blind or with a ticket machine, by phoning to people with one or more of a range If you have a Senior Railcard, we’ll visually-impaired and you are our Customer Relations Team, online of disabilities. They are valid for one or give you a discount when you buy travelling with another person, the at www.tpexpress.co.uk, via our three years and they give you and your your tickets online, at a ticket office concessionary discounts below apply App which is downloadable from companion discounts on standard and or from a ticket machine. At the to adult fares only for both you and the App Store (iOS/Apple) or Play First Class tickets throughout the Great ticket office you just need to show your companion. You cannot get a Store (Android) or by contacting our British rail network. Currently a your Railcard when you buy your discount if you are travelling on your Assisted Travel Team. Third party one-year Railcard costs £20 and a tickets. You also need to carry your own, unless you have a railcard. You retails are also available. three-year Railcard costs £54. Railcard when you travel for when must show a document confirming your tickets are checked. We are committed to providing If you have a Disabled Persons your disability when you buy your you with impartial and accurate Railcard, we will give you a discount If you do not already have a Senior ticket and when travelling. It must ticketing information and advice of up to 34% when you buy your Railcard, you can find out more and be either a CVI/BP1/BD8 certificate about the best ticket options for you, tickets online or at a ticket machine. apply for one by going online to or documentation from a recognised irrespective of which train operator At the ticket office, you just need to www.senior-railcard.co.uk, by calling institution, for example, Social provides the service you wish to use. show your Railcard when you buy National Rail Enquiries on 0345 748 Services, your Local Authority or tickets. You also need to carry your 4950 or 0345 605 0600 (minicom Blind Veterans UK. We also want you to purchase the Railcard with you when you travel for for those with hearing impairments), right type of ticket for your journey. If you are blind or visually-impaired, when your tickets are checked. or by picking up a leaflet from your On some trains, it is not possible you can buy one adult season ticket local ticket office. for permanent wheelchair users to If you do not already have a Disabled that enables a companion to travel access First Class. On our website, Persons Railcard, you can find out Concessionary Fares – without with you on National Rail services app and ticket machines, we include more and apply for one by going using a Railcard only at no extra cost (so two people a notice to warn you when you select online to www.disabledpersons- Discounts are also available in some travel for the price of one). It First Class, and advise checking the railcard.co.uk, by calling National cases, which may not require you to doesn’t have to be the same person rolling stock information for the Rail Enquiries on 0345 748 4950 or have a Railcard. travelling with you on every journey. operator you are planning to travel 0345 605 0600 (minicom for those Please take evidence of your visual with, or contacting our Assisted with hearing impairments), or by If you are blind or visually-impaired impairment (as described in the Travel Team before making your picking up a leaflet from your local or you travel in your own wheelchair, paragraph above) with you to prove purchase. ticket office. you are entitled to the concessions your eligibility. detailed below. Please be aware these Where it is difficult for you to You will need to supply proof of cannot be purchased from the ticket People who stay in their own purchase a ticket before you travel disability as part of your application. machine and should be purchased wheelchair for a rail journey due to your disability, you will be from station ticket offices. If there is no If you stay in your own wheelchair able to buy tickets on board the train Senior Railcard ticket office at the station where you during a journey and you do not have or at your destination. You will still Senior Railcards are available to board you may pay the concessionary a Railcard, you are eligible for the receive any fare reductions that you anyone aged 60 and over. They fare, without penalty, during the concessionary discounts below on are entitled to, and no penalties for are valid for one year or for three journey or at your destination. both adult and child fares. ticketless travel will be applied.
20 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 21 A4. Alternative Accessible Transport
The discounts below apply if you are Ticket gates We will ensure you can make as Our Assisted Travel Team will ask travelling alone and are available to much of your journey by rail as you the type of alternative transport Ticket gates are used at many train one adult travelling with you. possible, but the accessibility of the is most suitable so that we can make stations. Where there are ticket gates stations at which our services call sure the arrangements are considerate in operation at our stations, there is Concessionary Fare Discounts and across the UK rail network does of your needs. at least one wide aisle gate, perfect vary considerably. First Class/Standard for customers with luggage or a If you are not aware until you arrive wheelchair or scooter users. Anytime Singles or Returns 34% off If you cannot access a train service at the station that you cannot access because of a physical feature at it, contact numbers are provided Anytime Day Single 34% off Our ticket gates are normally staffed a station the station operator will on the station welcome poster but we will ensure that they are kept Anytime Day Return 50% off provide alternative accessible which you can use to contact the in the open position if this is not the transport for you and your companion, Assisted Travel team who will make case. In many cases, Off-Peak, Super usually a taxi, at no extra cost to arrangements to transport you to Off-Peak or Advance tickets may you, to the nearest most convenient the nearest convenient accessible cost less than the discounted accessible station from where you can station. Where this has not been Anytime Fare. Ticket office staff will continue your journey by rail. We can arranged in advance, there may be make you aware if there is a cheaper arrange this for you when you contact a wait whilst the correct vehicle to fare available. us to request assistance. meet your needs is sourced. Ticket machines We have at least one self-service ticket machine at every station we manage. They sell a range of tickets and can issue reduced-rate tickets to holders of a Disabled Persons Railcard and their companions as well as holders of Senior Railcards.
Our ticket machines meet the latest standards and include a function to lower the content on the screen to make them easier to use for shorter customers or wheelchair users. Key features include the card reader and keypad being located between 700mm and 1200mm from the floor, making them easy to reach for all.
22 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 23 A5. Mobility Scooters and Mobility Aids
We understand that scooters are To apply for a Rail Ready pass, visit Full details of our trains, with useful for many people – but carrying www.tpexpress.co.uk and download diagrams illustrating the layout and them on trains can cause problems the application form. the location of facilities and features because of their size, weight and of relevance to disabled customers, We recommend that where possible manoeuvrability. Your safety and the are shown on our website at you transfer from your scooter to safety of our other customers and www.tpexpress.co.uk. a seat whilst travelling, and when staff is our top priority. disembarking, drive down the Walking Frames and Rollators If your scooter fits within the ramp facing forwards, then wait Walking frames and rollators may be dimensions below and has a combined for the ramp to be removed before carried on board any TransPennine weight of less than 300Kg when you manoeuvring so that you have more Express service. are riding it, you can be issued with a space on the platform. ‘Rail Ready’ sticker to apply to your We recommend booking assistance If you have a scooter which is folded scooter, and it can be taken onto any to help you with any luggage and carried as luggage it can be taken TransPennine Express train. you may have, with boarding and on any of our trains, even if it doesn’t alighting from the train, and to assist have a ‘Rail Ready’ sticker, however if 3 Wheel Scooter you to your seat. Where your journey it is too big for a ‘Rail Ready’ sticker, Length: 120cm starts or ends or a transfer is needed and cannot be folded, you will not Width: 70cm at a larger station, you may find be able to bring it with you on our it helpful to make use of a station trains. In this case you may wish to 4 Wheel Scooter wheelchair or buggy. Our Assisted instead consider requesting a station Length: 110cm Travel Team can arrange this for you wheelchair to help you when travelling. Width: 55cm in advance. If you are travelling with a scooter, These dimensions have been informed If you use a walking frame or rollator, we recommend contacting our by Department for Transport (DfT) we recommend that you use the Assisted Travel Team who will be standards, specifically the Rail priority seating which is available able to arrange assistance for you Vehicle Accessibility Regulations throughout the train. Once on the when boarding or alighting the train. (RVAR) and Persons of Reduced train, please fold your walking frame Mobility Technical Specification Remember that when making a or rollator and store it in one of the for Interoperability (PRM-TSI). We journey that involves more than one luggage racks provided or between have also used risk assessments train operator you may find that each the seats, taking care not to block to determine these requirements, operator’s policy relating to scooters any aisles or exits. considering the manoeuvrability of varies. Our Assisted Travel Team will the scooter, and the weight limit is be able to help by advising you on determined by the maximum allowed each operator’s policy on scooter weight on the ramp between the carriage and booking assistance platform and the train. where possible.
24 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 25 A6. Delays, Disruption
possible, especially at short notice form of banners across the top of rail and Emergencies due to a general lack of supply of websites such as www.nationalrail. accessible vehicles across the coach co.uk and www.tpexpress.co.uk via We understand that disruption to try and provide accessible coaches and bus industry. our social media channels, on our services and facilities can cause and buses, but this will not always App and on JourneyCheck. particular difficulties for older and be possible due to a general lack of Where assistance has been booked disabled customers. We are committed supply of accessible vehicles across in advance, and the service you are If disruption occurs before your train to improving the management of the coach and bus industry. booked to travel on is replaced by has left the station, we normally offer service disruption for all our customers. road transport, our control team will travel on the next available service We are working with the wider rail review Passenger Assist and ensure and station teams will help you to When services are disrupted, we will industry to explore opportunities your requirements are communicated rearrange your booked assistance. do everything possible to ensure to improve communication about to our road transport supplier so that that you are able to continue with which services will be operated with a suitable vehicle is ordered as early Where facilities that affect disabled your journey, proactively taking accessible vehicles to help you plan as possible. travellers are out of use e.g. your needs into account in both our your journey. accessible toilets, we will try to contingency plans and the service we If you do not have Passenger Assist advise you of this before you join the If you cannot access the coaches or provide on the day. booked, and the coach or bus in use train. We will also report the fault to buses which are available, we will is not accessible to you, station staff our maintenance teams so that it can provide you with a taxi suited to In advance of travel will make arrangements to provide be fixed quickly. your needs. This can be arranged When you plan your travel our a vehicle suited to your needs, in advance at the time of booking Assisted Travel Team will be able to although there may be a short wait On the Train assistance for your journey. advise you of any planned engineering whilst we source this. If service disruption occurs whilst you works or amended train operations If you have not booked in advance, are on the train our on-board team will that might affect your journey and there may be a short wait whilst we During your journey be able to advise and assist you. If you advise you of the best options, which source a vehicle suited to your needs. At the Station haven’t booked assistance in advance may include taking an alternative but require help or advice make We make announcements at all route, using alternative transport or yourself known to a member of on- Emergency Rail our stations to update you should travelling at a different time of day. board staff, who are usually located at Replacement Transport disruption occur and update our the rear of the train or in First Class. Occasionally, events occur on our customer information screens with Rail Replacement Transport All on board staff are encouraged to network such as flooding, service latest travel information. You can also provide the highest levels of customer Planned Rail Replacement disruption, fatalities, trespass or use help points provided at stations service and empowered to resolve Transport other issues which mean we are to contact our team who can give appropriate issues “on the spot”. If a To enable Network Rail to carry out unable to operate trains. Where there more specific service information. train terminates before it has arrived repairs, maintenance and upgrades is a gap in service of over an hour, we at its destination, the on-board staff to the rail network, it is sometimes will seek to provide road transport to Station Information notices at will arrange assistance for you for your necessary to replace train services keep all our customers moving. the entrance to our stations onward travel. with road transport. show contact details for both our We work with third party suppliers Customer Relations and Assisted If you need to change your journey Where this is planned in advance, and local transport companies to try Travel Teams, as well as for other due to service disruption, staff we work with third party suppliers and provide accessible coaches and operators. Severe disruption will be will assist you with arranging your and local transport companies to buses, but this will not always be communicated at stations, and in the
26 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 27 A7. Station Facilities revised journey and any assistance including suitable alternative routes for A7.1 Left luggage These checks include usage monitoring you require. If you have booked all customers to use when parts of the and issuing of parking charge notices We do not provide a left luggage assistance, we will also inform other network are closed. to any vehicle which is not displaying service at our stations; however operators and stations about the the correct ticket or blue badge. accessible left luggage facilities are changes to your journey so they In the event of an emergency provided at some of the larger stations Should all of the Blue Badge spaces be can still provide the assistance you Keeping our customers safe is our where our trains call operated by in use when you arrive at the station, need. If we are not able to run train priority. Our emergency plans for Network Rail, including Manchester you may park in a standard bay free of services at all and you wish to travel stations and trains include how to Piccadilly, Edinburgh Waverley, Leeds charge providing the International Blue on a different day, our Assisted support people with a disability or and Glasgow Central. Badge permit is correctly displayed in Travel Team can help you to make a who may be less mobile during an the windscreen of the car. new booking. We can also arrange emergency. A7.2 Disabled parking accessible transport to take you back We have car parking facilities at the to the station where you started your On-board A7.3 Facilities and Service majority of our stations. Wherever journey if this is more convenient. All our on-board staff are trained in provided by third parties we operate car parks, we provide a emergency procedures and they will Where we provide facilities and If services are going to be disrupted minimum of 5% marked bays for Blue supervise any action that needs to be services using third parties, we will for a longer period of time, or if we Badge holders, located as close to the taken. Safety information is provided work with them to ensure that these are aware more than 24 hours before station as possible, and have gained in the vestibules on all our trains with operators are aware of the needs you travel that there is going to be Disabled Parking Accreditation from clear diagrams and pictures, and in of disabled customers. As service a problem and you have booked the British Parking Association. the rare event of an emergency on a providers they have their own assistance, our Assisted Travel train, our on-board team will advise obligations under the Equality Act Team will try to contact you to We ensure that the Blue Badge parking and help you. In nearly all cases the 2010, but we will monitor the service make you aware of the changes and bays are located close to the station safest option is for all customers they provide, share any feedback provide advice, including helping entrance to reduce the distance which to remain on the train and wait for we receive and work with them to you make new arrangements where older and disabled customers need to instructions until our team have fully improve the accessibility of facilities appropriate, or arranging a refund. travel to access the station. assessed the situation. and services including highlighting to TransPennine Route Upgrade We offer use of the Blue Badge them any deficiencies that have been If you do have to leave the train between parking bays free of charge when an brought to our attention. We anticipate that the TransPennine stations, the emergency services will international Blue Badge permit is Route Upgrade engineering works may provide equipment and assistance to correctly displayed in the windscreen A7.4 Replacement Facilities impact services between Manchester help you get off the train safely. of the car. Our station management team and York during from 2019 to 2024 At Stations conduct regular checks at our stations and beyond. We will work closely We frequently monitor the use of and our on-board teams report any with our industry partners including If we need to evacuate a station, we our car parks to make sure that faults they see on trains, so any Network Rail, Transport for the North, will use the station Public Address designated spaces are not being used defects can be put right as quickly as other Train Operating Companies System to alert you. Information by people without Blue Badges. Our possible. If for whatever reason one of and other public transport operators will also be shown on the customer car park management company carry the accessible features or facilities on to ensure that onward journeys are information screens. Staff will direct out regular checks at each car park our stations or trains in not available, well managed and that arrangements you to a point of safety, including operated by TransPennine Express. we will take all reasonable steps to fix for customers requiring assistance refuge points, and provide assistance this as soon as we are able to. will be identified and communicated where required.
28 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 29 A8. Redress, Feedback
We communicate any changes to station facilities on National Rail and Complaints Enquiries and our website within one working day of notification, and Redress for problems of your complaint relates to another where known, we will publish an with your Assistance operator you have travelled with, we will inform you and with your express expected timescale for facilities to Our staff work hard to provide you permission transfer the complaint to return to use. with the help and assistance you them so that they may address your need to be able to complete your We communicate any changes to concerns directly. train facilities on JourneyCheck. journey with ease, however we recognise that sometimes, things do We will reply to your request for We invite customers to report faults not go as planned. redress as quickly as possible, in with our station or on-board facilities plain English and jargon free, but it Often, problems can be best resolved using our fault reporting tool. may take a little time to investigate by discussing them with staff at the You can find this on our website at and collect the information we need. time, so that they can address any www.tpexpress.co.uk/help/contactus/ Please be aware that it may take up concerns you have there and then. report-a-fault or in our App. to 20 working days for you to receive If you still feel you need to provide a response. A7.5 Station Entrances feedback after travelling, please contact our Assisted Travel Team. We recognise the importance of If for any reason it becomes Contact details can be found in section learning from your experience, necessary for us to permanently 4 of this leaflet. understanding what works well, and alter facilities at any of our stations, what doesn’t. We use feedback from leading to restricted access for Investigation and our customers to shape our services disabled customers, we will consult and inform our decisions, and where the Department for Transport, Improvements required, we will make changes to Transport Focus, Transport for Where you tell us about an issue you our processes and procedures to the North and local access groups have experienced with your assistance, ensure that we address issues to before any permanent changes are we will investigate, and provide you prevent a repeat of issues. undertaken. These changes will not with an explanation. be made unless approved by the Where you have experienced an issue Compensation Department for Transport. which involves multiple operators, you It is important to us that you have We will take into account the needs should contact the operator who’s a smooth and seamless journey, of disabled people when restricting train you were travelling on, or about however we recognise that or temporarily closing access points to travel on when the issue occurred. sometimes this doesn’t always at stations (for example during If this is us, we will respond to your happen. If you feel like you have building works) and ensure that any complaint on behalf of all of the had an unsatisfactory experience temporary or permanent reductions train and station operators involved, with your passenger assistance you in access comply with the Joint providing you with an explanation should report it to our passenger Code of Practice in relation to of the root cause. If during our assistance team, where we will unobstructed progress. investigation we identify that the bulk investigate this for you and consider
30 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 31 compensation on a case by case travel on our services and arrive at Use the table to calculate the amount of Passenger Assist Compensation. Divide basis. your final destination, delayed for the cost of your Season Ticket type over the number underneath delay times. 15 minutes or more due to issues There are two forms of 120 Minutes with your assistance, (e.g. staff not 15 to 29 30 to 59 60 to 119 compensation, passenger assist Season + or Unable being available to assist you) we are Ticket Type to complete compensation and delay repay Minutes Minutes Minutes happy to offer you Passenger Assist your journey compensation, these can run Compensation. alongside one another for example Weekly 40 20 10 5 if your passenger assistance was Advanced Purchase, Single Monthly 160 80 40 20 delayed and the next leg of your or Return Tickets: Quarterly 480 240 120 60 journey was also delayed. Delayed for 15 to 29 minutes Annual 1856 928 464 232 You can claim Passenger Assist Claim 25% compensation of your single ticket or 12.5% of your return Compensation by contacting our For example, if you have a weekly Delayed for 120+ minutes or ticket cost. Assisted Travel Team. You will need season ticket for travel between unable to complete your journey to provide a copy of your train ticket Delayed for 30 to 59 minutes Huddersfield and Leeds which cost Claim 100% compensation of the (or proof of purchase) along with £35.20, and on one journey, due Claim 50% compensation of your equivalent anytime day return ticket. your Passenger Assistance reference to assistance not being provided, single ticket or 50% of the relevant number, which can be found on your you were unable to complete delayed portion of your return ticket. Feedback and Complaints confirmation email. your journey, you would receive a We appreciate that you may have guaranteed refund of £7.04. Where Passenger Assistance has Delayed for 60 to 119 minutes received all of the assistance you not been provided due to a delay, Claim 100% compensation of your Concession Card need to complete your journey, and both Delay Repay and Assisted single ticket or 100% of the cost of the but you may still wish to contact If you have a concession card Travel Compensation could apply, relevant portion of your return ticket. us about other elements of your entitling you to free travel with you will be entitled to compensation journey, such as facilities on the train TransPennine Express, and you have for both issues, up to a combined Delayed for 120+ minutes or or at stations to meet your needs, experienced a delay to your journey value of your purchased ticket for unable to complete your journey policies and procedures, or the due to issues with your assistance, that journey. Claim 100% compensation of the cost conduct of staff. we will compensate you: of your single ticket or 100% cost of If you have experienced other issues You can provide this feedback by your return ticket (i.e. both portions, Delayed for 15 to 29 minutes with assistance which have not not just one way). contacting our Assisted Travel Team caused delay, please tell us, again Claim 25% compensation of the or Customer Relations team. providing your Passenger Assistance Season Tickets equivalent anytime day single ticket. reference number where available, Where you tell us about an issue you If you have a season ticket, we will Delayed for 30 to 59 minutes have identified, we will investigate, and we will consider compensation compensate you a proportion of the on a case by case basis. Claim 50% compensation of the and provide you with an explanation. value of your season ticket where equivalent anytime day single ticket. you have experienced a delay to We recognise the importance of your journey due to issues with your giving you confidence to travel, Delayed for 60 to 119 minutes assistance. which is why if you have booked Claim 100% compensation of the Passenger Assist in advance for equivalent anytime day single ticket.
32 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 33 If when investigating your feedback, The Rail Ombudsman is there to help you further, such as Transport Focus, we identify that the bulk of your resolve complaints between us and the independent consumer watchdog complaint relates to another our customers. It’s free to use their for the rail industry. They will operators station, trains or staff, we services and they are independent independently review your complaint will inform you of this, and with your of the rail industry. They don’t take and where appropriate, follow things consent, transfer your complaint to sides, but just look at the evidence up on your behalf. the most appropriate operator to available. They will help us both to respond to you directly. try to reach an agreement, but if On-line chat: www.railombudsman.org this doesn’t happen, they will make Telephone: 0330 094 0362 We will reply to your complaint as a decision based on the evidence Textphone: 0330 094 0363 quickly as possible, in plain English they’ve received. If you agree with E-mail: [email protected] and jargon free, but it may take a their decision, then we have to act on Rail Ombudsman little time to investigate and collect what they say. the information we need. Please Post: FREEPOST, 1st Floor, Premier be aware that it may take up to 20 You can appeal to the Rail House, Argyle Way, Stevenage working days for you to receive a Ombudsman if: SG1 2AD response. • You’re unhappy with our final response to your complaint which We recognise the importance of will be contained in a letter or email learning from your experience, (sometimes called a ‘deadlock understanding what works well, and letter’); or what doesn’t. We use feedback from our customers to shape our services • We haven’t resolved your complaint and inform our decisions, and where within 40 working days of receiving required, we will make changes to it; and; our processes and procedures to • No more than 12 months have ensure that we address issues to passed since we sent you our final prevent a repeat of issues. response.
We will consider compensation for There are some complaints that the complaints about the accessibility Rail Ombudsman won’t be able to of our stations, trains and services look into, for example if it’s about individually. the way one of our services has been designed, industry policy, or if Escalation your complaint relates to an event Please give us the opportunity to try which took place before the Rail to resolve your request for redress Ombudsman service was established. or complaint. If you are unhappy If that’s the case, then they’ll contact with the response you receive, you you to let you know. If possible, they have the right to appeal to the Rail will transfer your complaint to another Ombudsman. organisation that may be able to help
34 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 35 36 | Our Commitment to Providing Assistance Our Commitment to Providing Assistance | 37 B1. Strategy
B. We are committed to making strides across our network, and install to consistently give older and disabled changing places facilities at some of customers and those with non-visible our stations. Strategy and disabilities the confidence to travel with us. We recognise the importance of providing consistency in approach Our franchise commitments have seen and service provision across the Management us deliver significant investment in rail network and we will continue our stations and trains for the benefit to proactively work with industry of our customers, which will continue partners to deliver continuous throughout 2020 as we complete the improvement over the life of the rollout of our NOVA trains, providing franchise, engaging with customers much needed capacity increases and user groups.
38 | StrategyOur Commitment and Management to Providing Assistance Strategy and Management | 39 B2. Management B3. Monitoring and Arrangements and Evaluation
Our Accessibility and Integration Our customer service managers will We closely monitor the delivery We evaluate results every four weeks Manager is responsible for the ensure all aspects of our Accessible of all aspects of our Accessible and carry out an annual review. We development and maintenance of Travel Policy, including the Joint Travel Policy and processes. We share this information and the results our Accessible Travel Policy along Code of Practice is delivered track compliance with this policy, of our evaluation across industry with our strategy to improve the consistently and reliably across all legislative requirements and industry forums, such as Rail Delivery Group accessibility of our stations and aspects of the customer journey guidelines as well as measuring our and with the Office of Rail and Road, services. partnered by our Fleet directorate in performance against our goals and fully complying with their Core Data relation to the quality of our trains. targets in relation to Accessibility, reporting requirements including At an executive level, this policy and particularly focusing on feedback providing details of any key actions strategy is owned by the Strategy We will ensure that every member from our customers. The results will to improve our performance. Director. of our team understands their inform and help us to prioritise our responsibilities in relation to efforts to deliver improvement in We measure customer satisfaction Our strategy is informed by: improving the travel experience of relation to accessible travel. in relation to the accessibility of • Customer insight our older or disabled customers. our accessible services, to inform • Industry guidance and legislation Training programmes, online learning Our approach includes monitoring improvement and identify best modules, internal briefing and and evaluating: practice, using: • Best practice from the railway and communications (e.g. newsletters, other industries • Response times in relation to • Mystery shopper exercises employee online information Passenger Assist bookings on all • Feedback to our Assisted Travel • Stakeholder feedback and apps) all help ensure that channels Team accessibility and the needs of people We ensure accessibility is a • Any failure to provide booked with disabilities are considered and • Feedback from our customer panel, consideration in all projects assistance disabled customer groups and delivered across the business, with embedded in all aspects of our service and business. • The volume of booked assistance other organisations an Equality Impact review being requests required for all business cases. • The volume of unbooked assistance These reviews are provided by requests the Accessibility and Integration Manager, with project managers • The availability of accessible required to make amendments to features e.g. accessible toilets, lifts, meet the needs of customers with changing places etc protected characteristics as defined • The delivery of improvement plans by the Equalities Act 2010 before to projected timescales the project may proceed. Where • Customer complaints received significant changes are proposed, in relation to any aspect of Diversity Impact Assessments Accessibility may be carried out to inform the approach to be taken.
40 | Strategy and Management Strategy and Management | 41 B4. Access Improvements
We are continually exploring new At our Stations and the ability to place the train opportunities to improve access to Minor Works ramp at any set of doors on the train. our stations and services. Each year we invest over £100,000 Other Improvements through our Minor Works scheme We comply with the PRM-TSI Rail Accessibility and Inclusion to make small scale changes to our and the Joint Code of Practice Forum for the North (RAIFN): when developing proposals for stations for the benefit of customers improvement across our business. with disabilities. This has included Since November 2019 we have taken If compliance is not possible, we fitting handrails to steps, introducing part in the new forum working in apply for any necessary derogations drop kerbs, upgrading accessible partnership with five other train but only after every effort has been toilet facilities or renovating ticket operators (LNER, Hull Trains, Grand made to comply with the relevant offices to provide low-level counters. Central, CrossCountry and Northern). requirements. We will continue this programme of This forum will act as a critical friend work each year. Information and Assistance and sounding board to ensure access Access for All improvements are suitably critiqued We are working closely with Rail by those with disabilities. Delivery Group to support the We have been successful in securing introduction of a new Passenger funding for Access for All schemes at If you would be interested in joining Assist system that is consistent Northallerton station and Selby station, the Rail Accessibility and Inclusion across the UK rail network and both of which will receive lifts between Forum for the North, please contact provides an easy to use and 2019 and 2024. Funding has also our Assisted Travel Team who can reliable assisted travel booking been awarded by the Department for provide more details. service enhancing clear and direct Transport for Access for All Mid-Tier communication between customers schemes to enable a feasibility study and our teams which provide for lifts Thirsk, and improvements assisted travel. to be made to platforms at Malton, Barnetby and Hull. Shorter Passenger Assist notice period We also continue to explore opportunities to secure funding for TransPennine Express already offer further access improvements at our the ability for customers to request stations. assistance with as little as two hours notice on direct journeys between On Train two stations we manage, but will work with the wider rail industry to Our NOVA trains have been ensure that assisted journeys can be designed with the needs of disabled booked up to six hours before travel customers in mind, meeting the latest by April 2021, and by April 2022 it accessibility regulations, benefitting will reduce to just two hours. from features such as tactile notices on external toilet walls indicating whether or not the toilet is engaged,
42 | Strategy and Management Strategy and Management | 43 B5. Working With B6. Staff Training
We recognise the importance • Gain an appreciation of the Disabled Passengers, training plays in delivering different types of disability consistently excellent customer (including non-visible) and what Local Communities service. We provide all our staff this means for customers. with training and development • Learn about our policy and appropriate for their role to ensure processes in relation to our and Local Authorities that they have the knowledge and Accessible Travel Policy including skills to always provide consistently the accessible features of our trains Our Accessibility and Integration • Local government members and high quality, reliable and safe and stations. services appropriate to the needs of Manager represents TransPennine officers at Unitary, County, District • Learn how to assist customers older or disabled customers. Express on industry forums such as and Parish level safely using the correct etiquette. the quarterly Rail Delivery Group • Members of Parliament Between 2016 and 2018, all our on- • Recognise customers with Accessibility Group (RDG-AG) • Members of the Scottish Parliament board and station staff completed additional needs whether they meetings and is an active participant and Scottish Government Disability Awareness Training, be physical or cognitive and in associated working groups. • Station adoption groups developed in partnership with Action demonstrate effective ways of on Hearing Loss, Royal National communicating with them. We play an active role in the • Transport Scotland RDG-AG, working with our Institute for the Blind (RNIB) and We will ensure the lived experience fellow operators to improve the We have a Stakeholder Engagement Dementia Friends. This training is of customers with disabilities accessibility of the UK rail network Strategy and provide an annual also provided to all new starters with continues to be included within the by sharing best practice and Stakeholder Report on how we have the business as part of our corporate training, making use of e-learning implementing consistent approaches. engaged with all stakeholders across induction. modules and video content building our network in the last year. We widely consult and engage By July 2021, this training will be on the success of this approach in relevant stakeholders on our plans We engage with local groups updated to meet the new industry our previous training. in relation to accessibility across representing those with disabilities, standards, as specified by the Office Our training will cover: our network. In addition to the and offer free travel for customers to of Rail and Road. Department for Transport, Transport try the train through our ‘Supported Understanding disabled people The aims of our updated Disability for the North, Transport Focus, and Journeys’ initiative, where staff can and their everyday challenges and Equality Training course are: the Disabled Persons Transport accompany groups and provide Through sharing the experiences of Advisory Committee we also work advice on Passenger Assist, railcards • To enable our teams to identify and disabled customers and exploring with, amongst others: and discounts, and where to find meet the needs of customers with what behaviours encourage disabilities, ensuring the service we • Rail North Partnership more information, with the aim of customers to have the confidence boosting customers confidence to provide reflects their needs at all to travel by train. • Chambers of Commerce use rail independently. points of the journey. • Charity and Community groups • Understand the requirements of Equality legislation • Community Rail Partnerships and relevant legislation including the Staff will gain an understanding of the Rail User Groups Equality Act 2010 Equality Act 2010, its origins and how • Local Enterprise Partnerships it influences their day-to-day duties.
44 | Strategy and Management Strategy and Management | 45 Contact Us
Defining Disability providing assistance, e.g. The course combines classroom We value your feedback on Focusing on attitudes, staff will gain communicating a change to an teaching, practical exercised and this policy and our approach to an appreciation of the broad range assistance booking. videos, along with E-Learning meeting the needs of customers modules for those who are new to with disabilities. of disabilities and impairments which Accessibility in stations and customers may have, and how best the business. on trains You can share your thoughts to meet their needs. Ensuring staff are aware of the The elements covering by contacting our Assisted Recognising Customers who importance of certain station communication, accessibility in Travel Team. need assistance features, where they can find stations and on trains, and providing safe assistance will be completed by Call: 0800 107 2149 Considering all disabilities, including information about other stations, and our Assisted Travel Team. Text Relay: 18001 0800 107 2149 non-visible disabilities such as the process to follow should a facility (for deaf or hard of hearing learning difficulties or mental-health, become unavailable. Disability and Equality Training will customers) staff will gain skills and be provided not be provided by TransPennine Providing safe assistance Online: Visit www.tpexpress. with tools to help them identify those Express to any temporary staff or (including providing assistance co.uk/help and complete our customers who may need assistance, rail replacement bus, coach or taxi in an emergency) easy to use webform to provide and how best to provide this. drivers due to the practicalities of Providing new staff, and reminding your feedback. resourcing this, but these suppliers The Railway Regulatory existing staff of the safest way to will be encouraged to have their By Post: Customer Relations Framework provide assistance, including guiding employees complete similar training, TransPennine Express, Freepost, blind or partially sighted customers An appreciation will be gained of the raising awareness of the needs of ADMAIL 3878, Manchester, or deployment and use of the ramp. policies, procedures and processes disabled customers using the railway M1 9YB which exist throughout the industry By July 2021, our training will and the services they are providing. Comments Form: Fill in one for the benefit of customers with be completed as standard by all of our FREEPOST customer disabilities, including the Accessible We will report progress with the TransPennine Express onboard, comment forms available any Travel Policy, Minor Works scheme delivery of Disability and Equality station and management staff. The of our staffed stations. and Access for All. Training to the Office of Rail and course will also be attended by our Road by 31st July 2020. Passenger Assist contract partner staff dedicated to our operations, including our An in depth understanding of on-board catering hosts, train Passenger Assist, how it works, its presentation operatives and security features and benefits will be gained, guards, and will be made available with a solid understanding of the part to our station tenants. It will also be staff play in delivery of the service. provided to all new starters with the Communication business from this point forward, regardless of grade or role. Understanding how best to communicate with customers This training began in February with a range of disabilities, and 2020, with staff attending a one the importance of effective day training course delivered by our communication between staff Learning and Development team.
46 | Strategy and Management Strategy and Management | 47 13644/0920 redrocket.co.uk 13644/0920 48 | Strategy and Management