Travel for All

EUROPEAN PUBLIC TRANSPORT THE COMMITMENT OF TRAVEL FOR ALL

FOREWORDS...... 4

TRAVEL FOR ALL: country overview...... 7 Austria...... 8 Belgium...... 10 Czech Republic...... 14 France...... 18 Germany...... 30 Hungary...... 36 Italy...... 40 Malta...... 44 Poland...... 46 Portugal...... 49 Romania...... 50 © International Association of Public Transport (UITP), 2018 Slovenia...... 51 AUTHORS Meredith Baker, Information and Communication Assistant Spain...... 52 Anne-Laure Le Merre, Consultant Regional & Suburban Rail Sweden...... 57 UITP European Department Rue Sainte Marie 6 United Kingdom...... 58 1080 Brussels, Belgium E-mail: europe@uitp.org ANNEX 1 - Best practices examples...... 60

DISCLAIMER ANNEX 2 - Legal framework (non-exhaustive)...... 66 No part of this report may be reproduced, stored in a retrieval system, transmitted in any form or by any means without the written permission of the publisher. ACKNOWLEDGMENTS...... 66

Legal Deposit n°D/2017/0105/13

3 FOREWORDS

Morten Løkkegaard, Ulrich Weber, MEP Rapporteur for the European Accessibility Act Chair of UITP EU Committee

Dear readers, In our growing and increasingly fast-paced cities, access to public transport (PT) is a key factor of mobility and social inclusion. In this regard, the PT sector has an important role to play, to ensure that all citizens can move as smoothly as We have a common goal: to make Europe more accessible. As Rapporteur of the European Accessibility Act, it has been possible in their environment. my aim from the outset to improve accessibility, because I see accessibility as a precondition for a free and independent life. We cannot create accessibility overnight, but the Act is hopefully taking a big step in the right direction. Ensuring the accessibility of urban transport is a big challenge, which the PT sector has been actively taking head on. While some transport networks are already fully accessible, and still striving to improve their measures by integrating the The European Accessibility Act aims to improve the functioning of the internal market for accessible products and newest technologies available, many more are on the right path to provide fully accessible public transport. services by removing barriers created by divergent legislation and preventing the creation of new barriers which are likely to happen due to the obligations Member States have under the United Nations Convention on the Rights of Persons With that in mind, some specificities of the PT sector cannot be overlooked when implementing new measures. with Disabilities (UNCRD). Often the Union acts are a posteriori to remove barriers created by member states over the Networks and vehicles are first and foremost designed for the purpose of providing fast and reliable mass transit solutions years. This legislation is an examples of preventive action. for millions of passengers every day. Furthermore, the modernisation of PT lines often involves expensive large-scale adaptation of infrastructure which, in some cases, is more than a century-old. For instance, the nature of the existing From the outset my primary aim was to strike the right balance between the needs of people with disabilities, creating underground infrastructure, or of the road layout at bus stops may sometimes hinder the necessary modifications to possibilities for innovating new products and services and at the same time reducing disproportionate costs for economic make them fully accessible. operators. Along with voluntary measures, EU and national legislation can be an important lever to complement the large When it comes concretely to the transport sector, I have from the beginning on tried to ensure that when operators investments that public transport operators and competent authorities are doing to ensure all passengers can travel were already subject to European legislation on accessibility, The European Accessibility Act would not come as a safely, easily and spontaneously. However, achieving completely accessible transport networks across the EU requires a supplementary layer. Moreover, it was the aim to remove duplications of requirements for economic operators and thorough understanding of those local needs and specificities to ensure finite levels of investment are directed to where potential inconsistencies between requirements. Much to my regret the European Parliament did not completely agree they are most useful. For instance, in some cases, transport operators offer tailor made solutions, such as dedicated with me on these crucial points, but this fight for legal clarity is not over. It will be on top of my agenda when we start the surface transportation. These alternative solutions, which have proven to be efficient, make passengers with special needs negotiations with Council in the new year. more confident when preparing their journeys and during the journey. For many years there has been too much talk and too little action in this field, which was why I considered time had For these reasons, all networks may not apprehend “accessibility” in the same way. Although interpretations can come to deliver. We are still waiting for Council to find their position before we can start negotiating and finally reach a vary between broad or more narrow definitions, we have found with this study that all networks work in a continuous compromise and deliver concrete results for the many people living with disabilities all over Europe. improvement frame of mind. Yet more than PT operators’ willingness is needed to offer quality services to all of their To this end, it is my hope that the Act will also work as an innovation booster and encourage big and small businesses in passengers. Active support from local, regional and federal governments and access to the necessary resources, including Europe to innovate and come up with solutions that fulfil every single user’s needs. sustainable funding, are indeed critical factors in the successful implementation of long-term infrastructure works and fleet renewals.

Morten Løkkegaard With this brochure, UITP is putting forward the variety of solutions that the PT sector is implementing, across Europe. This document will be updated to keep up with the latest best practices, and will serve as a chronicle of the progress that is being made. I hope that this brochure will encourage many more networks keep up their good efforts and will bring a useful contribution to making accessibility a reality in all transport modes. Ulrich Weber

4 5 TRAVEL FOR ALL: country overview

•Stockholm

•Warsaw •London •Köln •Dresden •Brussels •Le Havre•Namur •Prague •Rouen •Pilsen •Brest •Paris •Rennes •Stuttgart •Vienna •Debrecen •Budapest

•Ljubljana •Milano •Bucharest •Bordeaux

•Porto

•Barcelona •Madrid

•Cagliari

•Valletta

0 500 Km

6 7 8 implemented in2018. immediate surroundings, andwillbe projects covermetro stationsandtheir Research andPromotion Agency. The and Technology and by the Austrian Ministry forTransport, Innovation They are fundedbytheAustrian order tokeep improving accessibility. research projects are being conductedin network isalready fullyaccessible,internal Even thoughWiener Linien’s metro also beeninstalled. minimised andextendible ramps have the platformandvehicleshasbeen prams, thegapbetweenedgeof passengers inwheelchairsandwith free. Besides offeringmore spacefor on the underground are also barrier- modern V-type unitsalready operating modern unitsare barrier-free. The set tobecompletedin2023. These each cost€11million.This project is vehicles toreplace olderones,which Linien (WL) ispurchasing newaccessible Following aninternalinitiative,Wienier 100% accessible. Vienna’s metro stationsandmetros are used invehicles. lifts. Tactile guidancesystemsare available in all metro stations as well in many tram and bus stops, and Access toallunderground stationsandover 95%ofalltramandbusstopsisnowpossiblebarrier-free bymeansoframpsand Composition ofnetwork:Bus, Metro, Tram WIENER LINIEN, V AUSTRIA 954,2 millionpassengersperyear(2016) with anoveralllengthof1133.8km Covers thecityofVienna, 5,392 stops 161 lines,allmodescombined 1st metro line:1978

Accessible vehicles METRO 100% 100% ienna

Accessible stopsandstations the newtrams. and installing more liftsintramstations improving itstactileguidingsystem , tram network’s accessibility, WL is accessible. To furtherimprove the 90% of tram stops and stationsare tram stops. departure timeinformationdisplayat specifically highlighted onthedigital accessible. The accessiblevehiclesare secondtramis At themoment,every Vienna formore than15years. trams) have now been operating in 2019. The ULF (Ultra Low Floor The program willbecompletedby a maintenancecontractfor24 years. costs come to €562 million, including new trams,calledFlexity. The total fleet’s accessibility, WL ispurchasing an internalinitiativetoimprove the with theuseofmanualramps.Following 63% of tram vehicles are accessible,

accessible ticketing machinesin TRAM 95% 63% the buses. passengers inwheelchairstoaccess must beplacedbythedriver, allows boarding oralighting. Aramp,which and passengerswithpramswhen height isalsohelpfulforelderlypeople means when required. The low entry lowered even further by hydraulic of low-floor vehicleswhichcanbe The busfleetof WL consists exclusively BUS 100% 95% colour contrasts are © Wiener Linien version ofWL’s website. allows route descriptionstobeaccessedviathebarrier-free guidance systemforblindandpartiallysighted individuals The the network. € 50,000. Two info-pointshavealready beeninstalledon The info-pointcometo averagecostsforonemulti-sensory can alsobeusedbypassengerswhoare blind. QR codes,isplacedconvenientlyforwheelchairusers,and language. The userinterface,includingpush buttonsand in multipleformats,i.e.visual,audio,tactile,andviasign public transport,basedontheirlocation,andavailable points display as inlarge font withappropriate illumination.These info- metro-, bus- or tramlines is available via surroundings, andinformationaboutthestations, visually impaired. Atactileplanshowsstations’ immediate and hearing, forthebenefitofpersonswhoare blindor future”). The equipmentistailored to the sensesoftouch Straßenbahnhaltestelle derZukunft (“Tram stopofthe WL is developing channel. barrierefrei.at/) are accessibleviamore thanonesensory WL’s apps(e.g. Qando) andwebsite(http://www.wl- tickets. apps, ticket centres andwebsites for the purchase of their Commuters withreduced mobilitycanalsouseaccessible accessible forwheelchairusers. All ofthe865ticketing machinesinthemetro are INFORMATION TOOLS TICKETING MACHINES POPTIS (Pre-On-Post Trip Information System) real-time androute information on Vienna’s a multi-sensory info-point project, a multi-sensory voice outputas well © Wiener Linien which focusesonthemobilityofpeoplewithdementia. the project Demenz in Bewegung (“Dementia in motion”), with cognitivedisabilities.For example,WL istakingpartin the accessibilityofpublictransportsinVienna forpersons Other research projects are beingconductedtoimprove visually impaired toreceive informationbyvoiceoutput. to speech mode thatwill enable persons who are blindor the current timetablesandwillbeequippedwithatext- timetables is in progress. The E-paper system will show passenger informationatstationsbyreplacing printed A pilotproject called“E-paper”, aimedatimproving from vehicles. include assistingwheelchairusersboardingandalighting Tram andbusdriverstake annualrefresher trainingswhich announcement… preferred communicationmean,i.e.signlanguage,audio route recommendations ontheirsmartphone,in interruption they will receive information and alternative will beabletocreate auserprofile; incaseofaservice is beingdeveloped.Passengers withreduced mobility channel rerouting information by more than one sensory With theproject aim4it,anappoffering routing and with sightimpairmentstogetaround inthecity. away at6o-clock”. This functionmakes iteasierforusers system; forexample:“The Neubaugasse stopis109 meters stops. Directions are provided audiblyusingaclock-face distance tounderground stationsaswellbusandtram The that userstouchwiththeirfingers. operating systemcannowread outloudthesectionsoftext On Android andiOS smartphones,thescreen reader ofthe impairments, e.g. theQando-app provides ascreen reader. WL’s have unrestricted access. so thatpassengerswhoare blindorpartiallysightedboth to-speech) programs whichautomaticallyread outthetext specially designedtobeviewedusingscreen-reader (text- other relevant information.The relevant pageshavebeen The INNOVATION HUMAN ASSISTANCE website provides up-to-the-minute news updatesand accessibility strategyin the“Best practices” departure timemonitorsalsocommunicatethe apps are also accessible for persons with sight Find outmore aboutWiener Linien’s section ofthisreport! 9 10 currently ongoing. of different generations of equipment is Furthermore, a study on the coherence outsides vehicles. of include notably the improvement bytheendof2019.Thisservices will planning onreforming itsassistance Following aninternalstudy, STIBis these gaps. for wheelchairswhichcannotovercome assistance may therefore berequired gaps are stillchallenging. Someformof vehicles, buthorizontalandvertical 100% ofthemetros are low-floored Composition ofnetwork:Bus, Tram, Metro, TaxiBus STIB, B BELGIUM 369, 5millionpassengersperyear 212km² 2,300 stops 82 lines,allmodescombined 1st metro line:1976 information signs in, around and information signsin,around and

Accessible vehicles METRO russels 100% - Information unavailable problematic. platform andthetramwillremain of some stops,the gap between the However, layout duetothecurved the testresults, bytheendof2017. stops. Implementation willdependon installed onplatforms,at10 tram plate prototype, which could be STIB iscurrently testingabridging stations accessible. is themainobstacletomakingall between thevehicleandplatform 55.4% oftramsare accessible.The gap TRAM 55.4% Modernisation underway

improving itsnetwork’s accessibility. the company’spro-active approach to government in 2009, demonstrating with disabilities,ratifiedbythe Belgian UN principlesontherights ofpersons STIB hascommittedtoadopting the accessible isunfortunatelyunrealistic. instance, making 100% of the network roads, for with itsslopedorcurved stops. Given thelayoutofcity, improve theaccessibilityofits bus STIB iscontinuouslyworkingto document. permission mustcomplywiththis installation which is subject to urban as wellin-houseprinciples.Any new account regional urbanplanningrules network’s accessibility, taking into standards isdesignedtoimprove the An internaldocumentonbusstops vehicles’ ITsystem. feedback onaccessrampsthrough the are underway, includingtestsofuser NGOs. Various improvement projects in specific training. Furthermore, STIB is improved on, andstaff isprovided with maintenance ofaccessrampsisbeing taken upbytheBusiness Unit Bus: the question of accessibilityhasbeen 64% ofbusesare accessible.The

systematic anddirect dialoguewith BUS 64% - © STIB so makes itmore difficultandcostlytoimplement. start oftheproject.considered Failing from thevery todo The accessibilityofwebsitesandapplicationsshouldbe the samemanner, AccessiTram isbeingdeveloped. AccessiBus informationshouldbeavailableonalllines.In autonomous use, or use with some assistance. By 2022, on theiraccessibilitystatus–whichare eithersuitablefor Pictograms are used on bus stops to inform commuters accessibility whilelimitingtheneedforinfrastructure works. “AccessiBus” is an information system designed to improve outside environment. as toenablepeoplewhoneedithavegoodvisibilityofthe STIB limits the placing of advertising posters on vehicles so the wholepopulation. field, whichcannotbeguaranteedtounderstandableby instances, staffmaybe required toshare information onthe transcribed invisualformatasmuchpossible.In some translated intoaudiblemessages, and audio messages are Visual information aboardvehiclesissystematically Tickets canalsobepurchased online. counters andare fittedwithinductionloops for hearingaids. For more convenience,salesofficeshaveaccessibleticket which are accessibletowheelchairusers. 420 ticketing machinesare inuseonSTIB’s network,allof blind. Transport is INFORMATION TICKETING MACHINES is availableMonday toSaturday, from 5amto1am. trips canbebooked byphoneoronline.The service wheelchairusers.Afteradapted tocarry registration, some ofBrussels’ taxis.Many vehicleshavebeen mobility, operatedbySTIB’s ownminibusesand transport alternativefor persons with reduced TaxiBus is STIB’s on-demand door-to-door public DEDICATED SERVICE free ofcharge, nationally, for persons who are TOOLS provide accessibleitinerariesforwheelchairusers. notifications ofmalfunctionsorissuesonthenetwork,and as anappwhichwouldallowitsuserstoreceive orreport Several innovativeideascameoutoftheseexercises, such partnership withIBM. my Ride”, organised bySTIB, and“Hack Belgium” in during twohackathons whichtookplacein2017–“Hack STIB tooktheopportunitytoreflect onaccessibilityissues transport accesstotheirtrainersandhostfamilies. facilitates thetrainingofguidedogsbygrantingfree public with coachingonhowtousepublictransport.STIBalso instructors being implemented,STIBcollaborateswithlocomotion Besides tactile pathsandspeechsynthesiswhichare situational exercises. staff trainingrelated toaccessibilityissues,including The ongoingreform project alsoincludesplanstoprovide stations. assistance, uponrequest, betweendeparture andarrival STIB iscurrently settingupaprogram whichwillprovide INNOVATION HUMAN ASSISTANCE to provide commuterswithreduced mobility © STIB 11 12 have accessiblevehiclesandstops. The future tramof Liège,expectedtoopenin2022, will the adaptationisinprogress, liftsare beinginstalled. throughout itsnetwork.In Charleroi, forexample,where TEC hasinitiatedtherenewal of stations and stops finalised in2019. The progressive modernisationofthetramfleetwillbe Composition ofnetwork:Bus, Tram TEC, W TEC, BELGIUM 262 millionpassengersperyear Wallonia, 18,784km² 16,000 stops 781 linesallmodescombined Accessible vehicles allonia TRAM Modernisation underway on theirfront. website. Buses whichare accessiblefeature abluepictogram assistance, andthisinformationisalsoavailableonthe designated stopisaccessibleautonomouslyorwithsome Pictograms with PRMassociations. where accessibilityispossibleconsidered anddiscussed feasible onthewholenetwork,optionofmovingstops them uptoaccessibilitystandards.Astheadaptationisnot underway, todeterminetheirlevelofaccessibility, andbring boarding areas (bothdirections ofeachbusstop) iscurrently Following ofthe32000 aninternalinitiative,theinventory fully accessibleby2020. 85% ofTEC’s ownbusesare accessible,andthefleetwillbe

are usedonbusstopstoindicatewhetherthe BUS 85%

© TEC available online on TEC’s Passenger information,includingreal-time information,is which are accessible.Tickets canalsobepurchased online. 182 ticketing machines are useable on the network, all of development. Furthermore, a dedicatedsmartphoneapplication is in operating inFlanders andBrussels. organisation forpersonswhoare blindorpartiallysighted, Blindenzorg delivery LichtenLiefdevzw (BLL),aservice with theBelgian standardssetby“AnySurfer”, aproject of renewal isplannedfor2018.The newwebsitewillcomply At themoment,websiteispartiallyaccessible,andits centres. as onvisual displays invehiclesandlocalinformation INFORMATION TOOLS TICKETING MACHINES website, via smartphone, as well interact withpassengersreduced mobility. regards tothedifferent typesofdisabilitiesandhowto Bus driversreceive continuous andannualtraining,with accessing vehicles. , notablyfor TEC provides on-demand assistance services HUMAN ASSISTANCE services. services. by social welfare associations, provides door-to-door A dedicatedfleetof 104 adaptedminibuses,operated DEDICATED SERVICE © TEC 13 14 public transport. the nationalstrategyonaccessibility, aswellaPublic Obligation Service contractwiththecity regarding theaccessibilityof with the city of Pilsen to reach 75% oftramstopsandstationsare accessible,and50%ofthebustrolleybus networkisaccessible.PMDP iscooperating trolleybuses have3or4low-floordoors,andakneelingfunction. point, withanaccessramp.TheAccessible vehicleswere majorityofbuses and designedwithatleastonelow-floorentry trolleybuses, 2030 fortrams. 99% ofbusesandtrolleybuses and68%oftramsare accessible.Full accessibilityissettobeachievedin2018forbusesand Composition ofnetwork:Bus, Tram, Trolleybus PMDP, P CZECH REPUBLIC 107 millionpassengersperyear Covers 220km² 339 stops 49 lines,allmodescombined Accessible vehicles

TRAM ilsen 68% 75% Accessible stopsandstations full accessibilityofitsnetworkby2050. Improvements are made within the framework of

BUS & TROLLEYBUS 50% 99% © PMDP Every stopalsohas its namewrittenoutinBraille. information whenprompted bypassengers’ remote control. with thisaudiosystem,which“reads out” therelevant stops, informationpanelsandunderpassesare equipped sighted an electronic systemforpersonswhoare blindorpartially Most urbantransportcompaniesintheCzech Republic have low-floor doorswithmanual/electric ramp. All ticketing machines inthevehiclesare locatedbehindthe fully accessibleforwheelchairusers. accessible, andallticket offices andcustomercentres are Up to280ticketing machines,outofthe810 useable,are INFORMATION TOOLS TICKETING MACHINES (for example TYFLOSET). Vehicles,(for exampleTYFLOSET). timetablesat transportation. children withdisabilitiestoschool,andothergroup mobility. Two vansare indeeddedicatedtobringing provides including thoserequiring specialcare. PMDP also over 70 yearsoldandpersonswithsevere disabilities, cars are availableforpermanentresidents ofPilsen target groups. Since 2014, four“SENIOREXPRES” for PMDP provides individualmobilityservices DEDICATED SERVICE special transportforpersonswithreduced © PMDP 15 16 metro stationsaccessibleby2025. goal oftheinitiativeistoreach 100% of the network’s accessibility. The main Strategy, pursuestheimprovement of An internal initiative, the City ofPrague of theplatforms’ design. safety zonesandguidelinesare alsopart corridors totheplatforms.Emphasised metro station,andguidethemfrom the remote control, are installedinevery passengers withvisualimpairmentsvia beacons, whichcanbeactivatedby lifts and/or specialplatforms. stations builtafter1991are equippedwith the metronetworkisaccessibletoday.All All metrosarelow-floored,and70%of bus, metro, tram,ferries,funiculars Composition ofnetwork: DPP, P CZECH REPUBLIC 1, 19billiontripsperyear(2016) Covers thecityofPrague, 496km² 1,142 stops 180 lines,allmodescombined

Accessible vehicles METRO rague 100% 70% Accessible stopsandstations (busand tramcombined) Acoustic

stops alsoaccessible. DPP is introducing low-floored vehicles (both buses and trams), and making the tram networkisaccessibletoday. 80% of the bus fleet and 42% of trams are accessible. About 76% of the bus and TRAM 42% 76%

BUS 80% 76% © DDP notifying oftheperson’s intenttoboard. incoming vehicles, while sending the driver an audio signal which informsthemonthenumberanddirection of activated DPP hasimplementedaninnovativeremote-control DPP staffistrainedtoassistpassengerswhohavedisabilities. visual navigationtoolsandaudioannouncement systems. All metros, trams,busesandstationsare equippedwith is accessibleforpersonswithvisualimpairments. channels, and DPP’s website accessible via several sensory 100% oftheinformationcommunicatedbyDPPis can alsobepurchased online,viasmartphoneorSMS. all of which are accessible for persons in wheelchairs. Tickets About 500ticketing machinesare useableonthenetwork, persons withreduced mobility. Public transportintheCity ofPrague isfree ofcharge for INNOVATION HUMAN ASSISTANCE INFORMATION TOOLS TICKETING MACHINES navigation systemfor passengers who are blind, © DDP disabilities. fleet dedicatedtothefree transportofpersonswith A specificbuslineisoperatedona regular basisbya DEDICATED SERVICE Find outmore aboutDPP’saccessibility strategy inthe“Best practices” section ofthisreport! © DDP

17 18 facilities isunderway, andexpectedtobecompletedin2018.Throughout thenetwork,tactilestrips are usedtomarkplatformedges. 99,8% of the network (tram, bus, sales offices, park&ride) is accessible.The improvement of theaccessibility park and ride with retractable accessramps. users, insteadofone.Accordingtothefleet replacement program, 50%of buses willbe replaced in2018.Allbusesare alsoequipped A program initiatedbythePublic Transport Authority (PTA) aimsatrenewing thebusfleetwithvehiclesaccessiblebytwowheelchair twowheelchairusers . to carry 100% ofthebusandtramfleetsare accessibleforallpassengerswith disabilities. Both rivershuttleshavededicatedspacesdesigned scheme, park&ride forpersonswithdisabilities,bike-sharingdedicated service Composition ofnetwork:bus,tram,rivershuttles, TBM, KEOLIS, B FRANCE 141 millionpassengersperyear representing 57,000 hectares Covers 28communesintheBordeaux metropolitan area, 3,300 stops 174 bike stations,23park&ridefacilities 78 buslines,3tram2rivershuttles,

Accessible vehicles RIVER SHUTTLE 99.8% 100% ordeaux Métropole Accessible stopsandstations (all transport modes combined)

TRAM 99.8% 100%

BUS 99.8% 100% © Keolis • The trainingisdividedinthree sections: difficulties theyencounterwhenusingpublictransport. their memberstakingpartinthesesessionstoexplainthe representing persons with reduced mobility, with some of The trainingisgiveninpartnershipwith associations members whoare incontactwithcustomersdisabilities. and hearingdisabilitieshasbeenimplementedforallstaff For severalyearsnow, aone-daytrainingonphysical,visual as thetravelmentoringservice. , as well assistance inthededicatedreduced-mobility service Keolis Bordeaux’s driversare trainedonaction,posture and public transportsystem. with disabilities, tohelpthemconfidentlynavigate Bordeaux’ Staff ispresent onthenetwork,andabletomentor persons accessible features, aswillanewmobileapplication. A future versionofthenetwork’s websitewillinclude technical difficulties. but real-time audio announcements still posessome channels,includingaudioandvisualannouncements, sensory All ofthepassengerinformationisavailableviaseveral accessible forclientswhoare sight-impaired. using wheelchairs. 28%ofthoseticketing machinesare which havetheadaptedheight tobeaccessibleforpassengers 245 ticketing machines are available on the network, HUMAN ASSISTANCE INFORMATION TOOLS TICKETING MACHINES access forpersonswithreduced mobility and tothedifferent typesofdisabilitiesandhowtoensure A theoretical module:introduction tothelegalcontext © AnaelBarriere all of all of the tramandbusnetworks. reassure usersby showing them that they can travelon both more confidenttoboardthebus. The workshopsalso who haveattendedthesametraining, makingthemfeel atmosphere, where some bus drivers recognise customers their situation.It alsohelpsdevelopingamore sociable disabilities, whoenjoythetimespenttounderstand of issueslinked withdisabilities,andfrom personswith from staffmembers,whoacquire abetterunderstanding The feedbackfrom thesetrainingsishighlypositive,both • • the associations. A debriefingtimebetweenparticipantsandmembersof in vehicles. and alightingfrom vehicles,andusingthededicatedspaces difficulties intheuseofpublic transport,includingboarding A practicalmodule:workshopsdemonstratingthe per trip. is available364daysayear. Users are charged 3€ 28 communesofBordeaux’s metropolitan area, and make onthespot.The reservations coversall service advance, includingtothetrainstationorairport, userscanbooktripsin registering totheservice, forpersons with reduced mobility. Afterservice Mobibus isKeolis Bordeaux’s dedicatedtransport DEDICATED SERVICE © Keolis 19 FRANCE

BIBUS, KEOLIS, Brest Composition of network: bus, tram, cable car 28 lines, all transport modes combined Around 400 stops Covers 8 communes 26 million passengers per year

© Keolis TICKETING MACHINES DEDICATED SERVICE 48 ticketing machines are useable on the network, all of Accemo is a dedicated public transport service, which are accessible, with specific options for different designed by the PTA and operated by Keolis Brest, types of impairments. Holders of an invalidity card pay a for persons with a degree of at least 80% of disability reduced fare. who are unable to use buses independently. It serves 100% 100% 100% the same 8 communes as the regular network, aboard BUS

TRAM 93% 50% 100% INFORMATION TOOLS specially equipped minibuses. After registration, it is

CABLE CAR CABLE an on-demand service, available all year round. 90% of the information provided by Keolis Brest is available via several sensory channels. 100% of trams are accessible and 93% 100% of the bus fleet is accessible for The cable car is fully accessible. All of the information systems are accessible for persons of stops are accessible. In some areas, wheelchair users, all vehicles being Entrances are marked by tactile paths. with sight impairments, except the website, which will be slopes are too steep for the adaptation equipped with retractable ramps. All adapted in 2019. to be feasible. All vehicles have a new vehicles are also equipped with reserved area for wheelchair users, and audio announcement devices. all stations are equipped with ramps 50% of bus stops are accessible. HUMAN ASSISTANCE and tactile paths. The network is expected to be fully Staff is present on board to help passengers. They also accessible by 2025. receive mediation training, aimed at preventing conflicts, The Public Transport Authority, rather helping passengers (including those with disabilities), and than the operator, is responsible for the enforcing the rules (for example making sure that persons development of accessibility programs, who are blind are given a seat). and more stops will be adapted after 2018.

Accessible vehicles Accessible stops and stations (all transport modes combined) 20 21 FRANCE Throughout RATP’s network, accessibility improvements have been carried out, including the installation of lifts, escalators and providing wide access to ticket validation equipment. RATP, Ile-de-France Composition of network: bus, tram, metro, regional trains Persons who are blind can navigate more easily towards entries and services with the help of sound beacons, and special attention was brought to securing platform edges and staircases. Special care was also directed towards the atmosphere of stops and First metro line: 1900 stations (lighting, wide spaces…), and signage has been reinforced in areas that can be complex to navigate. 373 lines, all transport modes combined 6,800 stops Covers the Parisian region of Ile-de-France More than 3 billion trips per year (2016)

About 1,800 ticketing machines are useable on the metro The Audio Atlas is a mobile app project which is being and regional train networks. All of them are accessible for developed and tested in cooperation with Urbilog, an agency persons using wheelchairs, and around 500 of them are specialised in digital accessibility, and the department of adapted for persons with sight impairments. Ticket offices Technology, Handicaps, Interfaces and Multimodality of the - 100% 100% 100% and intercoms are also equipped with magnetic loops. University of Paris 8. This audio guide can help persons with BUS RER

- TRAM 100% 76% 97% reduced mobility, whether they are wheelchair users or have

METRO Ticket rates are set by Ile-de-France Mobilités and sight or hearing impairments, to navigate the metro and local authorities. In some cases, local authorities allow RER network more easily, through the best adapted route. their residents who have mobility impairments and an accompanying person to travel for free or at reduced rates. At the moment, only line All vehicles, lines and 100% of buses and 76% of 100% of the train fleet is 14 is fully accessible. All stops are accessible in bus stops are accessible. accessible, with the instal- vehicles operating on this complete autonomy for The network is expected lation of access ramps by INFORMATION TOOLS line, and its nine stations persons with reduced to be fully accessible by staff when required. Be- Fares, timetables and accessibility information are available are accessible in complete mobility. 2022. Ongoing improve- tween 2025 and 2030, both in audio and visual format on RATP’s website and autonomy. The planned ment measures include Ile-de-France Mobilités, mobile apps. Furthermore, the website provides the extension of line 14, North raising platforms/sidewalks the authority in charge of possibility to be connected with staff members who are and South, will add 12 fully and clearing out obstacles organising public transport able to communicate via sign language or written chat if accessible stops. (road works are under the in the Parisian region, will required. responsibility of local au- fund the replacement of Works are currently under thorities). about 100 trains on the Real-time information is displayed on screens and via audio way to extend lines 4, 11 RER line B. announcements in metro stations as well as at Parisian bus and 12. The new segments, For a bus line to be con- stops upon request. connecting the suburbs to sidered accessible, 70% of 63 train stations are ac- the edge of Paris, will be its stops must be adapted, cessible, out of 65. The Audio announcements will be added to suburban bus accessible. running buses must be adaptation of the last two stops by 2020, and improvements to RATP’s website’s equipped with ramps, and train stations is expected accessibility are being worked on. An exemption was granted drivers trained to welcome to be completed by 2020. to the historical portion of persons with reduced mo- They will be fitted with lifts Paris’ metro. For technical, HUMAN ASSISTANCE bility. and ticket validating devic- safety, financial and regu- es suited for persons using latory constraints, due to At the moment, all 63 bus Staff is available in stations throughout the day, to provide wheelchairs. the age of the infrastruc- lines within Paris and 70% assistance, if required, to persons with sight or cognitive ture, its adaption is indeed of suburban lines (overs impairments, with ticket purchases, route advice and other not feasible at this time. 200 lines) are fully acces- information. They are also here to help persons using © RATP Alternative measures are sible. wheelchairs to board and alight from vehicles. available where metro sta- Awareness raising training is provided to RATP staff, with tions are not accessible, regards to the different types of disabilities. They also namely the bus and tram receive training concerning best practices. networks, which are for Find out more about RATP’s accessibility the most part accessible strategy in the “Best practices” for wheelchair users. section of this report!

Accessible vehicles Accessible stops and stations Information unavailable 22 23 FRANCE For some channels however, such as signage at stops and TICKETING MACHINES stations, new tools must be installed, which requires an CTPO/LIA, TRANSDEV, Le Havre investment from the local authority. Composition of network: bus, tram, TER Within the framework of the Sd’AP, all public-access (express regional transport), On-demand transport buildings and equipment must be made accessible under a 3 to 9 year program. As such, LiA’s sales offices were adapted HUMAN ASSISTANCE 17 lines, all transport modes combined in 2012. Both LiA’s sales offices are indeed almost fully CTPO/LiA organizes guided tours for specialised institutions Around 800 stops accessible: they are equipped with specific welcome desks accommodating people who are disabled. In this context, up and ticket counters, which can be easily accessed by persons Covers 200km² to ten participants can attend an hour-long group visit, with reduced mobility from the offices’ entrance, and which includes a tour of the central control room and tram 32 million passengers per year automatic sliding doors. Special attention was brought to rid maintenance workshop, safety guidelines aboard trams the offices of any obstacles which could hamper wheelchair and on platforms and information on ticket validation. users from accessing these services. Further improvements © Transdev Participants are also taught to identify the relevant must be brought with regards to appropriate signage for information displayed at stops and stations, as well as the persons who are blind or who have sight impairments. All 29 different transport line colours on bus destination signs. ticketing machines of the network are also accessible for persons with reduced mobility. Since June 2016, the in-house training department is entitled to provide a training on accommodating persons Commercial agents are trained to welcome and serve with reduced mobility and docking of the network lines 100% 100% persons with intellectual disabilities, and wear the badge to all of the company’s drivers and controllers. Drivers and BUS

TRAM 100% 85% S3A. This pictogram, created by Unapei, the Federation of customer relationship officers working in the Transport French associations representing persons of Persons with Reduced Mobility (TPMR) service are with intellectual disabilities, allows them gradually registered to this program. Subcontractors of the to easily identify places where they can Mobi’Fil taxis are also encouraged to attend this day-long receive specific attention matching their Le Havre’s tram network, comprising two lines, 22 tram- All buses and 85% of bus stops are accessible. These stops training. So far, two-thirds of all subcontractors are now needs. sets and 46 stations is 100% accessible. represent over 80% of the network’s total ridership. familiar with the subject. Following the adoption of its Sd’AP (a voluntary road map INFORMATION TOOLS Furthermore, drivers assigned to the TPMR service follow a of planned accessibility designed by the public transport set of additional trainings aimed at raising awareness about authority), 271 out of the 317 stops selected for the period the needs of persons with disabilities or reduced mobility: 2016-2018 have already been made accessible. All information is available on CTPO/LiA’s website, which allows the use of speech synthesis. accompanying drivers, movements and postures, first-aid Every year, the local authority of Le Havre has an allocated worker and welcoming persons with reduced mobility. These budget of 750,000 € for the improvement of its public CTPO/LiA has committed itself to improve the accessibility courses include presentations on the legal requirements of paper and digital information tools, as well as information transport stops’ accessibility, representing 2,25million € linked to their positions, the different types of disabilities, at stops and stations, as part of the renewal of the operator’s for the three-year program. This accessibility improvement the specific transport equipment, the identification of risks program is fully funded by the local authority, except for public service delegation contract with the Transport and how to avoid them, as well as practical exercises. a contribution of 461,462 € from the Local Investment Authority. The program is ongoing, and will be implemented Support Fund (FSIL) in 2016. in September 2018. INNOVATION By the end of 2015, 241 stops were accessible. By mid-2019 CTPO/LiA redesigned its commercial information related at the latest, all 317 stops concerned by the program will be to the TPMR service following the “FALC method”: easy to accessible. read and to understand, making it easier to read for persons with intellectual disabilities. Another project, still pending at the moment, would provide an accompanying service for individuals who have difficulties using the regular transport lines but who do not qualify for the TPMR service. This service would be tailored to the specific needs of the client, according to his or her level of autonomy. The accompanying person could provide door-to-door assistance, helping customers find their way to the nearest bus or tram stop, buying tickets, making sure they get a seat aboard the vehicle, and bringing them to their destination address. The idea would be for a cooperative community-oriented enterprise to implement

Accessible vehicles Accessible stops and stations Information unavailable 24 25 FRANCE operational committee will meet to exchange and discuss TICKETING MACHINES new ideas. The best ideas will be analysed, implemented and STAR, KEOLIS, Rennes improved on, in view of presenting innovative solutions to There are 30 ticketing machines available on line A, which Composition of network: bus, metro associations working with persons with reduced mobility and will all be accessible in 2019, and 30 on line B, which will all 1st metro line: 2002 Rennes Metropole. be accessible in 2020. 149 lines, all transport modes combined A “Lab station” will be used to test and adjust ideas developed Ticketing machines have been fitted with an udioa system, by the PTA and consumer protection association working 1,640 stops an increased font size, heightened contrasts on screens, groups, starting in 2018. Covers 610km² as well as the use of clear pictograms. Human-machine interfaces feature displays related to accessibility. On a more practical note, maintenance operations on lifts 80 million passengers per year and escalators are now conducted at night, in order to limit service disruption. © Nicolas Joubart INFORMATION TOOLS All of the network’s information tools can be considered accessible. However, Keolis Rennes has set up a plan for the continuous improvement of its passenger information tools. In cooperation with the PTA, passengers and representatives from consumer protection associations, Keolis develops 100% 100% new tools, which are then improved based on regular user 100% BUS 75%

METRO feedback. An Accessibility guide can be downloaded from the website, in written and audio form. This guide advises persons with reduced mobility on how to use the network, the services Benefitting from a young infrastructure, 100% of the Even though all buses are already accessible, Keolis is they can benefit from, as well as a map of each line and its network is accessible, and 100% of metros are accessible. working closely with associations dealing with disability accessibility status. issues, to listen, analyse, implement and revise measures In 2014, Keolis Rennes upgraded its metros, adding a space following feedback, in order to improve continuously. In this designed for passengers using wheelchairs per metro car, framework, action plans to improve vehicles’ accessibility i.e. two per metro. By 2015, the fleet was fully accessible. HUMAN ASSISTANCE include measures such as preventive maintenance plans The new metro line b, which is expected to open in 2019, will for access ramps, investments in buses which contain Keolis Rennes’ staff is available to giveguided tours of the meet the same standards. two dedicated spaces for wheelchair users, and coloured network it operates, and is also present to inform passengers, destination signs. in the event of service disruptions. 75% of bus stops are accessible. The improvement of Keolis’ Bus and metro drivers receive continuous training as well bus network in Rennes is based on the adaptation of the city’s as annual training, which include awareness raising on the accessibility blueprint, which was planned in cooperation different types of disabilities and how to interact with persons with associations dealing with disability issues. The program with disabilities, provided by volunteers from associations consisted in making sales offices and stops accessible. It specialised in such issues. began in 2015, and is fully financed by Rennes Métropole. © Nicolas Joubart Due to topographical constraints, the adaptation will not be INNOVATION feasible for 39 bus stops. Several smartphone applications are currently being developed, such as “Follow me”, “Alert the driver”, “Help DEDICATED SERVICE me”, which would entail following individuals who request it on a remote screen; inform drivers of the presence of a HANDISTAR is a dedicated public transport service for persons with reduced mobility. It is a door-to- Rennes Métropole, the Public Transport Authority, designed a technical plan for stops, setting standard requirements regarding person with reduced mobility at an approaching stop; and door service upon reservation. Both occasional and platform height and width. The PTA also invested in an operational support and passenger information system, and equipped the deployment of a support community of passengers frequent trips can be booked, from 8 days to 1h in stops with passenger information terminals which can read aloud the displayed information when prompted by a Bluetooth- and staff (the public transport version of “Waze”). They are advance. Persons who are blind and wheelchair users connected smartphone app or remote control. expected to be up and running in 2018-2019. can automatically benefit from this service. Other The signage used throughout the network goes beyond the national legal requirements, and uses colour contrasts and fonts The implementation of a platform of accompaniment persons with reduced mobility may benefit from it, adapted for persons who have sight impairments. services for passengers and the establishment of a network subject to the approval by the PTA. Reservations can discovery day are in a research phase. be made by phone, email and fax or on the network’s Within the company, Keolis Rennes is launching an iterative website, and the same rates as for the regular network innovation approach. Every three months, a cross-sectoral apply.

Accessible vehicles Accessible stops and stations 26 27 FRANCE

Astuce, TRANSDEV, Rouen TICKETING MACHINES Transdev Rouen is one of the five operators of Rouen’s All 99 ticketing machines useable on the network have an “Astuce” network. adapted height for wheelchair users, and a ticket desk at Composition of Transdev’s network: bus, bus rapid transit the appropriate height is also available at the sales office. (BRT), metro-tram Persons with reduced mobility can purchase specific tickets 1st metro line: 1994 allowing them to use dedicated taxi services as well as 2 metro lines, 3 BRT lines, 54 bus and taxi lines minibuses adapted for wheelchair users. Tickets can also 1,455 stops, all transport modes combined be purchased online, on a fully web responsive website, Covers the 725km² of Métropole Rouen Normandie, compatible with the W3C standard, and since February including 71 municipalities, and 500,000 inhabitants 2017, a one-trip ticket valid anywhere on the network, can

55 million trips per year (2016) © Transdev Rouen be purchased by text message. Additionally, customers of the TPMR service can purchase tickets from authorised agents. Starting in January 2018, some ticketing machines

components will be replaced in order to improve the readability of screens, and allow credit card payments. 100% 100% 100% BRT BUS

TRAM 100% 98% METRO INFORMATION TOOLS

Underground metro stations provide audio announcements indicating metro destinations. In case of service disruption, © Transdev Rouen 100% of metros and stations are 98% of stops are accessible. 100% of buses are accessible and both metro and TEOR stations systematically provide accessible. Lifts, escalators and tactile works are underway to make bus stops Throughout the network, pictograms on information via audio announcements. paths are installed throughout the accessible. the ground indicate the recommended network. Persons who are blind or with sight impairments can receive boarding area for persons with reduced a remote control upon request, with which they can activate HUMAN ASSISTANCE All metro-trains and platforms have mobility, at the vehicles’ second door. audio announcements at metro and TEOR stations, to the same height, making is easy for get information on the station, destination, time of next Transdev Rouen makes sure that their staff receives adequate persons with reduced mobility to board The whole bus fleet is composed oflow-floored vehicles, equipped with an access departure, deviations and disruptions on the network. training. In the framework of Compulsory Continuous and alight from vehicles. Vehicles are ramp and a dedicated space for wheelchair users, starting in 2001 with the TEOR Training, all drivers and technicians follow a three-hour equipped with a reserved space for The names of stations are written in Braille at their entrance, network. All buses purchased in the future will also be fully accessible, as Rouen’s module developed in cooperation with the French wheelchair users. Rouen’s Transport under the handrails. Transport Authority takes the requirements as set out in national law into account association for paralysed individuals (APF), who invite one Authority takes into account national Information and awareness raising measures are also in all new vehicle purchase. or two affiliated persons with reduced mobility to speak at law requirements in all new vehicle developed for persons who are deaf or hard of hearing, as each training session. The programme includes discussions purchase. 28% of all stops on the Astuce network are accessible (661 out of 2379). Following well as for persons with cognitive or psychosocial disabilities. with the guest speaker, a reminder on the drivers’ duties, national legal requirements as well as the adoption of an SD’AP in June 2015, There is at the moment no ongoing program, but Transdev practical exercises at stops identified as difficult, feedback métropole Rouen Normandie is leading a program aiming at improving stops and Rouen is always open to further improvements. and assessment of the exercise. Newly-hired staff and all stations’ accessibility. An annual budget of 1million € was voted in 2015 for the driving staff also follow a similar training. period 2016-2018. Planned measures include elevating platforms, installing tactile guide paths, voice output, dynamic display and ticketing machines suitable When needed, consultations with associations representing for persons with reduced mobility. Underground stations are also being equipped persons with reduced mobility and disabilities can be with lifts. The implementation of these measures is ongoing on the bus network. organised. The metro and TEOR networks are in maintenance phase. INNOVATION

Given the road layout in some areas, with steep slopes or narrow roads, and the high costs that would be entailed, the adaptation The possibility to purchase transport tickets by text of about 200 bus stops is not possible at the moment message since February 2017 is a first in French networks, with around 250 000 tickets sold so far, which represents one ticket sold every 20 seconds during the week. As this service doesn’t require any kind of application, registration or management of financial information, it is very easy to use. By simply sending “V1” to the 93000, customers

Accessible vehicles Accessible stops and stations Modernisation underway 28 29 30 stops willberequired. alternative neighbouring cases, theuseoframpsor stop.Infor every such adaptation isnotfeasible graphical constraints,the However duetotopo- accessible after2025. have itsbusnetwork of stopsandisexpectedto taking thereconstruction city ofDresden isunder- AG isonlyitsuser. The ble forthebusstops,DVB city of Dresden isresponsi- persons whoare blind.The and orientationsystemfor slope to cross the street height (to 20cm), agentle by anincreased platform of busensured is stops The accessibility cessible. 47% ofbusstopsare ac- used forhandrails. and colourcontrastsare chair usersare available, ignated spacesforwheel- cessible. Up totwodes- The busfleetis 100% ac- Composition ofnetwork:bus,tram,ferry, funicular DVB AG,DVB D GERMANY 157, 1millionpassengersperyear Covers 328km² 12tramroutes, 27busroutes, 2funiculars,4ferries

BUS 107 combinedtram&busstops 154 tramstops,457 busstops, Accessible vehicles 100% 47% resden fully Accessible stopsandstations 2025. be fullyaccessibleafter network is expected to ous process, andthewhole an ongoing and continu- tional GVFGlaw. This is are financedviathena- cessibility improvements er-free tramstops.Ac- working to expand barri- accessible today.DVB is 60% oftramstopsare ing onthevehiclelength. wheelchair users,depend- six designatedspacesfor are designedwithupto wheelchair users. Trams equipped withrampsfor All low-floor vehicles are fully accessible by 2022. to make thetramfleet new barrier-free vehicles, ble. DVBAG isacquiring 99% of trams are accessi- TRAM 60% 99% Information unavailable are blind. Neither ferriesnorfunicularare accessibleforpersonswho 50% ofthefunicularstationsare accessible. All ferriesare accessible,butthepierisdifficulttoaccess.

FERRY 100% -

FUNICULAR © Pixabay AndyLeungHK 100% 50% transmitter device. on the transport line, destination and next stop via a allows personswithsightimpairmentstoaccessinformation BLIS isaninformationsystemfeatured inallvehicles.It request forspecialtypesoftransportationservices. Staff isavailabletoprovide information,ticket sales,orupon available. Atlas ofallstopswiththelevelequipment , anoverview The network’s accessibilitystatuscanbefoundontheRolli- Reader isavailable. The network’s websiteuseshighcontrast, andaScreen centre. via phoneorattheservice aboard vehicles) isalsotransmittedaudibly,andavailable on stops,route, destinationandnext-stopinformation All regular informationwhichisvisuallyavailable(timetables means isaccessible. About 95%ofinformationconcerningregular transport 2018, allticketing machineswillbeaccessible. stops. At the moment, 8 of them are accessible. The networkcomprisesabout150ticketing machinesat INNOVATION HUMAN ASSISTANCE INFORMATION TOOLS TICKETING MACHINES By mid- whereby trainedstafftakes themfrom doortodoor. Mondayrequest anaccompanyingservice toFriday, Passengers whohavemobilityimpairmentscan DEDICATED SERVICE © flickr- OnkelKrischan 31 32 Composition ofnetwork:bus,lightrail incorporating tactileelementstothenetwork. and includeliftingtheplatforms,refitting elevatorsand improvement measures are currently beingcarriedout, visual displaysindicatethebuses’ nextstops.Accessibility is optimisedforpersonswhohavesightimpairments,and are step-free. As for buses, the vehicles’ inner space design 100% oftherolling stockisaccessible,and88%ofstops KVB AG, K KVB GERMANY 277, 7millionpassengersperyear 277, Covers 405.2km² 947 stops 68 lines,alltransportmodescombined 1st lightrailline:1968 Accessible vehicles

LIGHTRAIL öln 100% 88% Accessible stopsandstations adding tactileelements tobusstops. KVB isintheprocess ofliftingroad curbsto18cmand impairments. Visual displaysindicatethebuses’ nextstops. and theirdesignisoptimisedforpersonswhohavesight accessible. Allbuseshaveakneelingfunctionandramps, have beenadaptedwith18cmroad curbs,makingthem KVB’s busfleetis 100% accessible,and 33% ofbusstops

BUS 100% 33% © KVB curb. prevent the doors from opening, or the bus from passingthe are arrangedwhenpossible,e.g.: iftheadaptationdoesn’t treads andwastingborders.For thebuses,21cmroad curbs the platformandvehiclesisreduced thankstoslopedstep To facilitateboarding of light-railvehicles,thestep between how tointeractwithpersonswhohavedisabilities. During theirinitialtraining,publictransportdriverslearn there toprovide humanassistance. staff, stationmanagersandmobilityareService information. Users canalsocallaphonenumbertogettherequested via visualdisplaysoranaudiodemand-responsive system. information andtimetablesatstopsstationsare available All information onKVB’s websiteisaccessible.Real-time via KVB’s mobileapplication. which are step-free andequippedwithinductionloops,or mobile. Tickets canalsobepurchased atcustomercentres, 112 ticketing machines are availableinstations,and721are accessible atthemoment. There is therefore no plan to make ticketing machines transport forfree, dependingonthedegree ofdisability. In Germany, personswithreduced mobilitycanusepublic INNOVATION HUMAN ASSISTANCE INFORMATION TOOLS TICKETING MACHINES © KVB 33 34 blind. orientation systemforpersonswhoare to accessthestreet, aswellan height anddesigninggentleslopes Measures include increasing platform network their reconstruction, tomake thebus stops inStuttgart, andisundertaking city of Stuttgart is responsible for all bus 25% of bus stops are accessible. The users. one designatedspaceforwheelchair buses are low-floored andeachbushas The busfleetis 100% accessible.All rack railway, funicular Composition ofnetwork:bus,lightrail, SSB AG, S SSB GERMANY 177,5 millionpassengersperyear Covers 591km² tram &busstops 204 lightrailstops,626bus830combined 1 funicular 53 busroutes, 19lightrailroutes, 1rack railway,

Accessible vehicles BUS fully accessibleasof2022. tuttgart 100% 25% Accessible stopsandstations

blind. guidance systemsforpersonswhoare stationisequippedwith Almost every platform isstillmissingaramp. are accessiblewithelevators.Only one since 2016.Allunderground stations whole network hasbeenaccessible during thepast35years,and ongoing andcontinuousprocess funding GVFG/LGVFG. It wasan federal andstatelawoninfrastructure improvements were financedviathe are accessibletoday.Accessibility Almost 100% oflight railstops for wheelchairusers. designed withtwodesignatedspaces accessible since 2007. All vehicles are 100% oflight railvehicleshavebeen ramps. vehicles andelevated platforms with SSB isoperatingonlywithhigh-floor LIGHT RAIL 100% 25% Modernisation underway fully accessible. The funicularvehiclesandstationsare rack railway. sight impairmentsare abletousethe stops bytheyear2022. Persons with to replace all vehiclesandredesign the not fullyaccessible,butSSBisplanning The rackrailwayvehiclesandstopsare

FUNICULAR RACK RAILWAY 100% 100% © SSB found onSSB’s website. Further informationabout thenetwork’s accessibilitycanbe braille onalllightrailvehicles. There are planstoinstallsignsaboutsecurityinformationin centre. available viaphoneorattheservice which isvisually available isalsotransmitted audibly, and destination and next-stop information aboard vehicles) All regular information(timetables onstops,route, vehicles and100% ofbuses. visual passengerinformation is availablein83%oflightrail rail stationsand6%ofbusstops.Furthermore, acousticand Dynamic passengerinformation isdisplayedat72%oflight been madeaccessible. for free inGermany. Assuch,ticketing machineshavenot Persons withreduced mobilitycanusepublictransportation INFORMATION TOOLS TICKETING MACHINES © SSB vibration buttonsatrailroad crossings. light railstops.In addition,SSBstartedinstallinglightswith guidance systemsbothtactilelyandacousticallyatbus Using theircanes,personswhoare blindcanperceive the well asretirement homes. events withbusesathomesforpersonswhoare disabledas can signupforfree seminars.Upon request, SSBorganises with disabilities and reduced mobility. Individuals or groups Furthermore, SSBoffersdedicatedtrainingsforpersons mobility aswell. staff atbiggerstations,whoassistpeoplewithlimited information andticket sales.In addition,SSBhasservice The centres provides staffatourcustomerservice INNOVATION HUMAN ASSISTANCE © SSB 35 36 standards. of rolling stock,tomeetaccessibility network infrastructure andreplacement BKK is pursuing the reconstruction of 25% ofmetro linesare accessible. Composition ofnetwork:bus,tram,metro, trolleybus, boat BKK, B BKK, HUNGARY Around 1,5 billionpassengersperyear Covers thecityofBudapest, 525km² 274 trolleybus, 17boat 3,547 busstops,103 metro, 642tram, 15 trolleybus lines,3boatlines 222 buslines,4metro lines,34tram 1st metro: 1896

Accessible vehicles METRO udapest 25%

Accessible stopsandstations order toprovide stepfree entry. by 2020, andelevatingplatforms,in 50% ofseatcapacitywillbeaccessible investing inlow-floortrams,sothat totally orpartiallyaccessible.BKK is accessible, and21%oftramlinesare 32% oftrams’ seatcapacityis TRAM 32% 21% Modernisation underway are accessible. 88% ofbusesand62%trolleybuses should boardthevehicles. which passengersusingwheelchairs Pictograms indicatethedoorsthrough for low-floorbusservices. buses and uses procurement processes Strategy, BKK isinvestinginlow-floor Following theBMT Budapest Transport lines are fully orpartiallyaccessible. accessible by2020. TROLLEYBUS BUS Information unavailable 62% 88% 97% Both fleetswillbe - © Flickr -AlbertLugosi 97% ofbus project managers. A trainingongeneraldesignwasorganised forinvestment BKK provides specifictrainingforfront officestaff. are alsohighlighted ontimetables. of priorityseats.The departure timesoflow-floorvehicles for wheelchairusers,thepresence ofliftsandthepresence whether stopsandvehiclesare fullyorpartiallyaccessible Throughout thenetwork, pictogramsare usedtoindicate channels. via severalsensory vehicle indicationsastowhengetonoroffare available and conditions,real-time passengerinformationaswellin- Information related tofares, timetables,generalterms Out of359ticketing machines,249 are accessible. HUMAN ASSISTANCE INFORMATION TOOLS TICKETING MACHINES and work,orforoccasionaltrips. accompanying person,fordailycommutestoschool in advance by phone, for themselves and one service Persons with reduced mobility can request the viadoor-to-doorminibuses. public passengerservice solution toaddress thisshortcoming, providing a many debates,butBKK hasputinplaceanalternative Improving themetro’s accessibilityisthesource of DEDICATED SERVICE 37 HUNGARY

DKV, Debrecen

Composition of network: bus, tram, trolleybus 42 lines, all transport modes combined 667 stops Covers the city of Debrecen, 461.2km² 60 million passengers per year

10 ticketing machines are useable on the network, all of which are accessible for persons with reduced mobility. Passengers may also purchase tickets on board vehicles, 70% 100% from the drivers. BUS

TRAM 25% HUMAN ASSISTANCE

From stations to vehicles, staff and drivers are available to assist passengers with reduced mobility in planning their 70% of trams are accessible. Following an internal initiative, 100% of the bus fleet is accessible, as all buses are low- journeys, and help them to board and alight from vehicles. © DKV DKV is planning to purchase seven additional low-floored floored vehicles. trams, and is expecting its tram fleet to be100% accessible 25% of the bus network is accessible. Bus stops are the by 2023. property of the local government. As such, financing the INFORMATION TOOLS The tram network will be fully accessible by 2030. adaptation with ramps or other accessible options falls under the government’s responsibility. At the moment, it doesn’t Every vehicle is equipped with audio announcement have the necessary funding to allocate. Nevertheless the bus equipment as well as visual information systems for network is expected to be 100% accessible around 2030. passenger information. No further improvements are planned at the moment, as a result of a lack of financial collateral for such programs.

INNOVATION

DKV has developed a mobile application in cooperation © DKV with the local community of persons who are blind. With this application, passengers have access to dynamic information on real-time fleet movement. It also enables passengers to plan a door-to-door travel route by audio command.

Accessible vehicles Accessible stops and stations Modernisation underway 38 39 40 discontinued asmanycomplaintswere received from citizenslivingalongtheroute. announcements. CTM testedtheexternalannouncementofroute anddestinationnamesatbusstops,buttheprogram was complemented byakneelingfunctionandmanualramps.They are equippedwithmonitorsdisplayingthenextstops,andaudio Current busesare accessibletowheelchairusersaswellpersonswithsightorhearingimpairments.Allbusesare low-floored, the fleet100% accessiblein2019. CTM isplanningonpurchasing newbuses,whichwillbefullyaccessible,withnotablyimproved informationfeatures, making sight impairmentswillbeimplementedstartingin2018-2019. purpose. A750,000€ self-financedinitiativetoimprove theaccessibilityofbusstopsandticket officesforpersonswhohave Further adaptationswill dependonthecitymunicipality’sstrategicalandpoliticalvision,budgetitwillallocateforthis 93% ofvehiclesand62%stopsare accessible. Improvements to the stops included designing footpaths of the right height. ITALY Composition ofnetwork:bus,trolleybus CTM, C CTM, 35, 7millionpassengersperyear Covers 402km² 967 stops 32 lines,allmodescombined Accessible vehicles agliari Accessible stopsandstations

BUS- TROLLEYBUS 62% 93% © CTM information onboardvehicles. The nextstepforCTM willbetoprovide real-time accompanying person. pictograms indicate that they will require assistance from an wheelchair userscanboardbusesautonomously, whileblue Green pictogramsaffixedtobusstopsindicatethat via thisapplication. fares andtimetables.Tickets andpassescanbepurchased to plantheirjourney, andgivinginformationonnextstops, visually impaired, through voiceguiding, allowingpassengers including features for the useof persons who are blind or 2012. AsofSeptember2017,amajorupdatewasreleased, Busfinder isamobileapplicationdevelopedbyCTM in the person’s incomeandpercentage of disability. with specialpassesandtickets atareduced fare, basedon Persons withreduced mobilitycantravelonCTM’s network wheelchair usersandpersonswithhearingimpairments. The network’s seventicketing machinesare accessiblefor INFORMATION TOOLS TICKETING MACHINES website, onedayinadvance.Each tripcosts1,30€. Reservations canbemadebyphone onCTM’s help passengersboardandalightfrom thevehicle. with other disabilities. An assistant is present to to thetransportofwheelchairusers,andusers The DEDICATED SERVICE “Amico bus” dedicated isanon-demandservice © CTM © CTM 41 42 be donebetween2018and2020. trams. Stops willalsobefitted withtactiletiles. Works will allowing passengersusingwheelchairs toboard/alight from will berebuilt and/or upgradedandmadefullyaccessible, 2021 (N.11 metro stationsinvolved);N.120 tramstops and theinstallationoftactiletiles,betweenApril2017 metro stationswiththeconstruction ofelevators and ramps accessibility improvement measures, includingupgrading for thedesignandimplementationofpartplanned and repairs. ATM wascommissionedbythemunicipality outregular maintenanceresponsible activities forcarrying to improve itsaccessibility. As theoperator, ATM isonly infrastructure andisincharge ofanyupgraderequired The municipalityofMilano ownsthemetro andtram will bedelivered atarateofonepermonth. were supplied by June 2017, and the remaining N.24 trams high floors, andnewrolling stockformetro lines . N.27 units refurbished trams,equippedwithelevatorsascarshave ATM isfundinga51 million€program forthesupplyof 2020. Furtherin service. N.50 maybeaddedinasecondstep,by to replace theoldest,un-accessiblearticulatedtramsnow units are expectedtobe supplied starting from 2019-2020 based on the availabilityoffunds. N.30 low-floor articulated older tramsandmetros are inplaceorunderdevelopment, Plans tointroduce newlow-floor vehiclesinordertoreplace all metro- trainsand74% ofmetro stationsare accessible. 42% oftramsand58%stopsare accessible,while First metro line:1964 automated cablerailway Composition ofnetwork:bus,trolleybus, tram,metro, ATM, M ATM, ITALY

METRO 715, 9millionpassengersperyear(2016) Covers Milan anditssuburbs(46 municipalities), 657km² 5,081 stops/stations 152 lines,alltransportmodescombined Accessible vehicles ilano 100% 74% Accessible stopsandstations TRAM 58% 42% and twostationsare alsofullyaccessible. largely ontheavailabilityoffunds.The cablerailway’svehicle .Thein service fullimplementationofthisprogram depends trolleybuses are expectedtoreplace theoldest vehiclesstill with newvehicles.By 2019,newN.30 18-metre low-floor ATM isintheprocess ofreplacing olderbusesandtrolleybuses trolleybuses and62%oftrolleybus stopsare accessible. 100% of buses and bus stops are accessible, and 47% of BUS 100% 100%

TROLLEYBUS 62% 47% © ATM © request accompanying services forpersonswithanykind on-request accompanying services surface andmetro lines’ accessibilitystatus.It alsoprovides until midnight.This offersreal-time updatesonthe service passengers, ATM setupan Infoline day operatedevery In ordertoguarantee securityandsupporttodisabled 50 outof94stationsunderwentthisimprovement. position ofeithertheelevatororescalatorisindicated. metro entrances:besidethename ofthestation,exact renewal project isalsounderwayregarding thesignsat representing theorganizations ofpeoplewithdisabilities.A were carriedouttogetherwith theItalian association On-the-spot inspectionsatthemajorinterchange stations transport inMilan. network), andotherrelevant information aboutpublic changes (whole to accessibility rules, safety rules, service of advertisingandinformation (audio andvideo), related stations are fittedwithmonitors/projections showingamix to furthermetro stationsisbeingevaluated.29%ofmetro other information. The extension of vocalannouncements displays of(next) traindestination,aswellwaitingtimeand 62% of metro stations have vocal announcements and visual other passenger. for peoplewithsomekindofdisability, aswell for any visual informationonboard,improving travellingexperience All newtramsandtrolleybuses willincorporatevocaland next-stop announcements, bothvocalandbyvisualdisplay. 47% oftrolleybuses and35%oftramsare equippedwith 100% ofbuses,49% ofmetro trains(up to66%by2019), screen readers. ATM’s An and theannualincome. people with disabilities, dependingonthelevel of disability have adoptedschemesthatprovide economicincentives for Both theLombardy Region andtheMilan Municipality passes onelectronic cards,afterpaymentonATM’s website. available at any metro station, allowing the upload of periodic popular amongcustomers.Auto-load devicesare also ticketing. The use of e-ticketing options is increasingly E-ticket options include NFCsystems, magnetic andelectronic tickets/cards toe-ticketing. A rangeofticketing optionsisavailable,from traditional stations, allofwhichare accessibletowheelchairusers. More than500ticketing machinesare installedatmetro HUMAN ASSISTANCE INFORMATION TOOLS TICKETING MACHINES accessible versionforpersonswhoare sight-impaired of website wasimplemented,allowingcustomerstouse QR codesand SMS available ontheATM intranet. as theirexperiencewithATM staffwere shown,andare lives and the impact of their disability on traveling, as well Video ofindividualsspeakingabouttheirdaily interviews the bestwaytointeractwithpersonsdisabilities. from LEDHAandwere abletoaskthemquestionsabout in thecompanydepotswhere thestaffheardtestimonials organisations of persons with disabilities. Atourwasmade with LEDHA, an association composed of over 180 Short trainingmoduleswere carriedoutincollaboration intranet network. to thestaff. Apermanentlinkisavailableonthecompany to thevarioustypesofdisabilitieswascreated andsupplied A developed. and awareness forbothfront linestaffanddrivinginstructors, along withadvancedcoursesaimedatincreasing disability as wellthedevelopmentofskillsandprofessionalism, frameworkandconstantupdates about theregulatory ATM organises employeetrainingproviding knowledge travel independently. get familiarwithstations,stopsandvehiclessothattheycan of disability. This includeshelpingpersons withdisabilitiesto brochure aimedatsensitizingawareness withreference of thepassengers. by adriverandtrainedstaffincharge of takingcare and 50runsintheafternoon.Each busisattended buses, whichoperatearound 50runs in themorning, Around 350personsare carrieddailyonmini/midi to bringpassengersrecreational centres. are alsocarriedoutinthesummer,services inorder requested and funded by the municipality. These psychosocial disabilities). These are services children andteenswithdisabilities(including ATM for provides door-to-doorschoolservices DEDICATED SERVICE relational courseswhere newcustomerapproaches are © ATM © 43 MALTA

MALTA PUBLIC TRANSPORT, National

Composition of network: bus 116 lines 2,200 stops Covers 365km² 42 million passengers per year

100%

BUS 100%

All of Malta’s bus fleet and stops are accessible. Buses are low- floored and equipped with ramps for wheelchair users. Signal TICKETING MACHINES buttons are located at a convenient height for wheelchair users. There are no ticketing machines on the network, tickets can be purchased directly from the bus driver, who can assist passengers with reduced mobility. Alternatively, pre-paid travel cards can be purchased, which 80% of passengers use.

INFORMATION TOOLS

There are audio announcements of stops as well as a visual display, and the “stop” buttons are in braille as well. All information is available digitally, which is accessible through specific softwares for different sensory channels.

HUMAN ASSISTANCE

MPT provides a guide dog training programme.

Accessible vehicles Accessible stops and stations 44 45 46 ramp and1,5 meterofmanoeuvringspace). local stops’ widthisbelowtherequired 2.5 meters(1 meterof The adaptation isnotfeasible on the whole network, as some works. There istherefore nospecificdateofimplementation. some cases, is done in the course of road modernisation or other The improvement ofaccessibilityisanongoingprocess, which,in warnings aswellelevatorswhere necessary. bringing surrounding municipalitieshaveled toanongoingprogram, Combined efforts of different entities ofthe cityand network. in neighbouring communities, limiting their impact on the Non-fully localconnections accessiblevehiclesonlyserve and atleastonebabystroller. Most vehiclesmayofferspaceforatleastone wheelchairuser wheelchair usersaswelldesignatedspacesfortheminside. Low-floor busesare equippedwithmanuallyoperatedrampsfor accessible in2020. are graduallybeingphasedout.Warsaw’s buseswillbefully modernisation program, bywhichnon-accessiblevehicles ZTM hasindeedbeenundertakingareplacement and vehicles are scheduledtobephasedoutby2020. information systems(lackofaudio announcements). Those from “old contracts” which lack fully up-to-date passenger requirements. However, there isalimitednumberofbuses and standardsforbuses.Alloperatorshavecomparable ZTM managesbusstops,lines,passenger information About 98%ofbusesand95%thenetworkare accessible. Composition ofnetwork:bus,tram,metro, rail,ferries ZTM isWarsaw Municipal Transport Authority ZTM, W ZTM, POLAND 1,136 billionpassengersperyear(2016) communities Covers thecityofWarsaw +32surrounding local Around 6,000 stops 318 lines,alltransportmodescombined 1st metro line:1995 Accessible vehicles higher platform curbs, tactile guidance paths and higher platformcurbs,tactileguidancepathsand arsaw

BUS 95% 98% Accessible stopsandstations Modernisation underway the service oncertainstop isthenprovided. the service is intheproject phase.Information onthelimitedavailabilityof of theintersectionsandroad network, andinallcrucialpoints Improvements ofthoselocationsrequire massiveremodelling limited duetoaccessthrough apedestrian subwayorbridge. With regards to tram stops, their accessibility is sometimes and ownfunds. improvements. The measures are implementedusingEU, city adaptation) androlling stock(elimination ofhighfloorvehicles) they are undertakingbothinfrastructure (tram stopsplatform manages tramstopsinthecity. Alongwiththemunicipality, Tramwaje Warszawskie (Warsaw trams,theoperatingcompany), accessible fleet. purchased after2019.The endgoalisofcoursetohaveafully low-floor trams, A modernisationprogram isunderway, withinwhich123new passenger information displays. oflow-floortramsare marked onschedules and Services so that the entire network may be accessed by low-floor trams. accessibility, only byhigh-floorno routerolling stock, is served high-floor trainsetsofoldertypes. In ordertoprovide maximum Currently, there are 311accessible, low-floortrainsetsand216 2030. accessible. The networkisexpectedtobe100% accessibleby About 60%oftrainsetsandmostthetramnetworkare fully

TRAM plus an option for 90 extra trams, will be plus anoptionfor90extratrams,willbe 100% 60% Information unavailable © MZA stations. information aboutdirections onhandrails are also installed in indicators, aswelltactileplansofthestationsand and platformlevel.Tactile guidanceandwarningsurface All stationsare equippedwithelevatorsbetweenthestreet gap betweenthetrainandplatform. wheelchair userswhenboardingatcertainstations,duetoa (22 trainsetsoutof75), assistancemayberequired for network, andare generallyaccessible.For theoldestunits Three generations of rolling stockare usedonthemetro was draftedinclosecooperationwithZTM (MunicipalPublic Transport Authority) andTramwaje Warszawskie (Warsaw Trams). regards theiraccessibilityandsignage.This documentrefers totheorganisation ofpublicspaceandroad constructioncriteria.It In October 2017, the City adopted the City Accessibility Guidelines, whichinclude requirements for bus and tram stops as bank. using wheelchairs, since access to the ferries goes through sandy beaches and/or unpaved paths on the unregulated Eastern unregulated Eastern bank,accesstoriverferriesisdifficultforpersonswith reducedmobility andmaybeimpossibleforpersons sailing conditionsontheriver(water level)allowoperation. Due highvarietyofwaterlevelsontheVistula toavery River andits Ferries across Vistula River limitedrole inthecitytransportsystemandoperateonlysummerseason,provided haveavery

METRO - - FERRIES

platforms (300mm). and usesonlynewrolling stock, adjusted totheheightof Also region-owned WKD operated on a separate network, and specialliftsforwheelchairusers). unmodernised olderEMUs (with a floor heightof 1150mm, rolling stock(760mm height), aswellmodernisedand Region-owned KMoperatesbothmodernlow-floored wheelchair users. high-floor EMUs are equippedwithspecialliftsfor low-floored (standard 760mm height). The six remaining 28 ofcity-ownedSKM’s electricmotorunits(EMU)are The railnetworkisoperatedbythree companies.22outof infrastructure isnotunderthemanagementofCity. rail linethatgoesthrough thecitycentre. However, railway along withplannedmodernisationofthemajorEast –West platforms. Major improvements inaccessibilityare expected and with elevators.Somestationsare equippedwithramps, reduced mobility. Alimitednumberofstationsisequipped rail systemforpersonswithdisabilitiesand interoperability relating to accessibilityoftheUnion’s of 18November 2014onthetechnicalspecificationsfor out intheCommission Regulation (EU)No 1300/2014 and stopsfullymeettheaccessibilityrequirements asset Rail are oflimitedaccessibility.None services ofthestations most stations have basic (warning) tactile signage on

RAIL 47 PORTUGAL Throughout the network, accessibility for passengers using TICKETING MACHINES wheelchairs is improved by eliminating architectural barriers, METRO DO PORTO Most passengers with disabilities can travel for free. About changing the design of the stops, and implementing measures 2,500 ticketing machines are useable on the network. In to provide a fully low-floor fleet. Composition of network: metro general, they are currently not accessible for wheelchair Guidance paths are also installed to help passengers who are 1st metro line: 2002 users and they do not provide alternatives to visual modes blind, and service centres are equipped with induction loops for 6 lines of communication. the benefit of passengers who are deaf or hard of hearing. 82 stops Several ticketing options are available, including long-term Covers 2,040km² passes, tickets machines, and ticket purchase via mobile 57,8 million journeys per year (2017) devices and in sales points. DEDICATED SERVICE INFORMATION TOOLS Dedicated transport services for persons with © Metro do Porto reduced mobility are provided by City social care Fares, timetables and rules are available via several sensory units. These are operated by specialized vans with channels. At the moment, real-time information is not personnel providing assistance in the whole course of TICKETING MACHINES provided at most stops. Plans to install equipment providing transport. accessible real-time information are in the first stages of 190 ticketing machines are useable on the network. They are at preparation. 100% 100% the moment not accessible to all, but passengers may renovate As vehicle frequency is very high, in some cases, “real-time” METRO their monthly tickets at ATMs, which have buttons in braille. information may not actually appear in real time. Improvements on tickting machines are foreseen in future network expansions.

HUMAN ASSISTANCE MZA Although 100% of Metro do Porto’s fleet and network are already accessible, Metro do Porto is working in an ongoing INFORMATION TOOLS Human assistance is provided in railway services, according improvement process, carrying out interventions to increase Real-time information is provided via visual and audio channels to the Technical Specifications of Interoperability relating to the stations and their surrounding areas’ accessibility. persons with reduced mobility. MZA is a city-owned but operator in Warsaw, providing both at stations and on-board vehicles. Alert information is transportation to 574 million passengers per year. Elevators have been installed at all levels of the stations. Gentle provided with colour contrast. slopes with smooth surfaces were integrated, and there are no MZA’s buses in are low-floored, going up to 340mm at each Information concerning fares, timetables and accessibility rules INNOVATION entrance gates. door, and have a kneeling function, which allows the bus are provided visually and online on Metro do Porto’s website as The City of Warsaw is conducting a project called “Virtual to lower its floor to the curb height. At least one door is Platform edges and stairs are equipped with tactile surfaces. well as on mobile applications. Warsaw”, which includes trainings for persons who are blind. equipped with a ramp, to facilitate the entry for passengers To ensure a pleasant atmosphere throughout the network Metro do Porto is currently researching new and improved The trainings end with the preparation of a grant application using wheelchairs. and ensure its accessibility for persons with cognitive or information systems. for the purchase of a smartphone. The phone purchased The bus interior is designed with a dedicated space to carry psychosocial disabilities, all spaces and elements comply with by the participant must be compatible with the installation a wheelchair. The door as well as the designated space are rules of organisation, which are duplicated in all stations. The of a mobile application created within the project “Virtual equipped with push buttons to inform the driver of the spaces are identical, and elements found in the same place, in HUMAN ASSISTANCE Warsaw”. In a second stage, participants take part in entry/exit. Seats located in completely low-floor areas are order to create a routine of use. The spaces are wide and regular, workshops on how to fully use mobile applications, including Agents are available throughout stations to help passengers marked for people with disabilities. with no hidden corners and, in most cases, natural light. in particular the «Virtual Warsaw» application created within with ticket purchases, guidance and network orientation. These the project. An audio system can be activated by the driver to inform agents are trained to be mindful of and help passengers with passengers waiting at bus stops. Contrasting colours are reduced mobility if need be. used to mark handrails, handles and buttons, and elevations. STOP buttons are marked in Braille, and installed at least INNOVATION every four seats. Visual passenger information is available on side and ceiling Metro do Porto has developed a colour system to improve panels, giving information on route, current and next stops, the legibility of signage for persons who are colour-blind, and traffic jams and interchanges. Navmetro, an audio system to guide persons who are blind or visually impaired from the outside to the platform. Periodic training is given to bus drivers, to provide adequate services to passengers using wheelchairs. A mobile application, Andande, which will allow passengers to travel without a physical ticket is being studied. The general idea is a “pay-as-you-go” system, where users’ journeys

Accessible vehicles Accessible stops and stations 48 49 50 Vehicle drivers are periodicallytrained. be equippedwiththesedevices by2020. devices ownedbypersonswhoare blind viaanapp.Vehicles will develop devices which will be able to communicate withmobile RATB iscollaborating with TANDEM, line andbusnumber. 500 vehiclesare equippedwithspecial devicesdisplayingthe 126 sellingpointsare available,allofwhichare accessible. mobility andaccompanyingpersons. Free transportpassesare availableforpeoplewithreduced be fullyimplementedby2030, compliance with international,EU and local guidelines.In accordance withthelocal Sustainable Urban Mobility Plan, the measures will RATB outfleetandinfrastructure modernisation,fundedbythemunicipalityof iscarrying Bucharest andEU Structural Funds, in 100% ofthebusnetwork,56%trolleybus networkand27%ofthe tramnetworkare accessible. 56% oftrolleybuses are accessible.Thanks tolocalinvestments,alltrolleybuses willbelow-floored by2020. a Today, 27%oftramsare accessible. RATB, alongwiththemunicipalityofBucharest, isundertakingamodernisationprogram, inserting Composition ofnetwork:bus,tram,trolleybus, lightrail RATB, B ROMANIA HUMAN ASSISTANCE INFORMATION TOOLS TICKETING MACHINES partial lowfloormoduleonitstrams,attheRATB plant. All tramsare expectedtobeaccessibleby2030. (not includingpassengersusingfree passes) 438 millionpassengersperyear Covers 633km²-including228km²ofurbanarea 2,465 stops 155 lines,alltransportmodescombined 1st metro line:1981(byMetrorex)

Accessible vehicles BUS ucharest 100%

Accessible stopsandstations date atwhich100% ofthenetworkwillbeaccessible. , to a local NGO, to

TRAM 27% 27% Modernisation underway

TROLLEYBUSES 56% 56% © RATB © RATB solutions using mobile devices and applications at bus stops. solutions usingmobiledevicesandapplicationsatbusstops. types ofdisabilities(sight andhearingimpairments), including LPP iscurrently researching detailedapproaches fordifferent for personswithreduced mobility, aswellinternalinitiatives. legal requirements demandingaccessibilityofpublictransport 100% ofLPP’sbusnetworkisaccessible,followingnational equipped withannouncementdevicesandLEDdisplays. All of the buses of the network’s fleet are low-floored and Composition ofthenetwork:bus LPP, L SLOVENIA 42 millionpassengersperyear Covers about1,900km², centralSlovenia 722 stops 28 lines requirements forthepassenger. The driveristheninformedonthespecifictransport request transportationonacertain dayandtime. LPP’s trafficcontrol centre byphone oremailto cancontact mobility whoregister fortheservice in placebyLPP2008.Persons withreduced A DEDICATED SERVICE service wasput demand-responsive transportservice jubljana

BUS 100% 100% for allresidents ofLjubljana. All 60ticketing machinesare accessible,andeachupto3km well asenablingpayment viamobilephone. store, as grocery machines and selling points in almost every Buying bustickets wasmadeeasybysettingupticketing charge. Passengers withdisabilitiescantravelacompanionfree of particular forpersonswhohavesightimpairments. develop toolstomake informationmore widelyaccessible,in can restrict theaccessibilityofinformation.LPPisworkingto Some applicationsare notcompatibleforallphones,which stops. applications. Arrivaltimesare displayedonmore than100 bus planned, canbeaccessedviaLPP’sinternet pageandmobile Information concerningfares andtimetables,real-time and order to get the required help. order togettherequired help. LPP’s website and show it to bus drivers or keep it visible in disability can print out the relevant identification card from individual who wishestobe recognised as aperson with a cooperation withassociations dealingwiththissubject.Any cards forpersonswithdisabilitieshavebeenputinplace, To helpbreak thecommunicationbarrier, specialIdentification annual training. people withdisabilities.This topicisdiscussedduringthedrivers’ Bus driversare instructedonhowtocommunicateandactwith TICKETING MACHINES INFORMATION TOOLS INNOVATION HUMAN ASSISTANCE © LPP 51 SPAIN INFORMATION TOOLS INNOVATION EMT, Madrid A decisive factor for EMT was the introduction of new EMT is participating in several projects designed to improve Composition of network: bus IT technology, essential elements in today’s society. The accessibility in all areas, such as the “Global Network of 205 lines absence of such tools can be an important barrier in people’s age-friendly cities and communities”, “Municipal Plan for 10,271 stops in the municipal area of Madrid daily lives. Children and Adolescents”, and the “Madrid Includes” plan, for the inclusion of persons with disabilities. 430 million passengers in 2016 Through new technology, EMT is promoting “universal communication”, to reduce barriers and facilitate access to All of these projects establish action plans to improve information for all of its passengers. To do so, information is accessibility throughout the city, including transportation, provided through several communication channels. with the active participation of the groups on which they focus. Information on the bus lines for instance is available in braille © EMT and via other accessible technological systems. For example, EMT also takes part in working groups with several passengers can receive waiting times at bus stops by sending organisations with the objective of achieving sustainable and a text message or through voice recognition. high-quality accessibility measures, in accordance with the needs of each group. Furthermore, EMT’s website follows W3’s Web Content Accessibility Guidelines 2.0, Level AA. 100% All of the accessible features of EMT’s network and vehicles BUS 100% are detailed in the publication “Accesibles para ti”.

HUMAN ASSISTANCE In compliance with EU and national legislation, the whole bus fleet has been updated withlow-floored and kneeling buses, access EMT implemented a protocol on how to proceed in case ramps, and handles to help embarking and disembarking the vehicle. Other improvements include a continuous bar and handle frame there is a fault in the operation of mobile ramps. In such in contrasting colours that runs throughout the vehicle, wider central platforms, allowing both wheelchairs and prams to travel safely, occurrences, bus drivers can request adapted taxis for and easy-to-operate exterior pushbuttons, to request the deployment of the access ramp. Colour contrasts are also used to designate wheelchair users. reserved seats for persons with reduced mobility, which have folding armrests and easy-to-operate pushbuttons to request stops, as well as to mark pavement border and the way to the vehicle’s doors, for more safety. Non-slip and anti-reflective floor, in dry or wet EMT provides persons with cognitive disabilities with training conditions, is used where required. designed to help them travel safely and autonomously by bus. Braille is used on pushbuttons and on the reserved areas for persons with reduced mobility, and an audio and visual signal is emitted EMT staff also receives training on group interaction, during ramp deployment. An audio information system is operated both inside and outside the vehicle. universal accessibility and information and customer service. For more convenience, ticket validators have been added to buses’ central platforms, and all buses purchased from 2016 include two platforms, to accommodate up to two wheelchairs. While the whole fleet is accessible, some elements such as the double platform and validators on the central platforms are new, and are still in the process of being integrated. The new equipment will be installed in 2017 and 2018. As of 2017, 100% of bus stops are accessible. All of EMT’s bus stops comply with the national regulatory requirements concerning visual and tactile signalling of pavements, bus stop shelter dimensions and seats and sciatic supports. Prefabricated platforms, installed at some stops, are currently being eliminated to facilitate the entry and exit of users with reduced mobility.

Accessible vehicles Accessible stops and stations 52 53 SPAIN SPAIN

TRAMVIA METROPOLITA, Barcelona TMB, Barcelona

Composition of network: Tram Composition of network: bus, metro 6 lines 1st metro line: 1924 56 stops 107 lines, all modes combined Serves the metropolitan region of Barcelona 2,685 stops 26,8 million passengers in 2016 Covers 250km², conurbation of Barcelona 577,29 million trips per year

100% 100% 100% BUS

TRAM 100% - - METRO

The tram network is 100% accessible, and 100% of the tram 100% of buses are accessible to persons with reduced mobility. 100 % of metros and 91% of the metro’s platforms are accessible fleet is accessible. TICKETING MACHINES today. Tramvia has initiated a program to improve the accessibility All 111 machines available on the network can be used in TMB’s Accessibility Masterplan is the internal initiative formalising the network’s commitment to the principle of equal opportunity, of information related to reserved spaces for persons with braille. respect for human diversity and the right to lead an independent life. The plan’s measures are set to be implemented by 2020. reduced mobility, within its network. The initiative is ongoing Vehicles either have low-floors or kneeling functions, and other adjustments included the installation of ramps and reserved seats. until the end of 2017. INFORMATION TOOLS Lifts have been installed in metro stations. Information at bus stops is transmitted audibly, and braille-based metro guides are available. Vehicles’ doors are also equipped with Tramvia is in the process of improving the accessibility of its lighting indicators. website.

TICKETING MACHINES INNOVATION

571 ticketing machines are useable on the network, all of TMB is currently researching an innovative project of station which are accessible. TMB provides magnetic tickets with orientation via beacon-based technology for persons who are tactile marks. blind.

INFORMATION TOOLS

100% of the information provided on the network’s website © Flickr - Juanedc is accessible. TMB is currently improving the accessibility of its mobile app. It should be fully accessible by 2019. © Flickr - Eric Fischer HUMAN ASSISTANCE

TMB’s staff receives training on two topics:knowledge of all equipment dedicated to accessibility, and instructions on how to tend to the diversity of their customers.

Accessible vehicles Accessible stops and stations Information unavailable 54 55 SPAIN SWEDEN

FGC , Barcelona STOCKHOLM COUNTY COUNCIL TRANSPORT ADMINISTRATION Composition of network: metro, suburban railway 1st metro line: 1863 Composition of network: waterborne traffic 31 lines 3 lines 300 stops 98 stops 5,7 million passengers per year Covers the metropolitan area of Barcelona, with lines between 45 and 140km long 80 million passengers per year © FGC © Pixabay - Ansmanansman

100% 100% 90%

100% 100% SHIPS 90% METRO RAILWAY

FGC’s network is 100% accessible. 100% of vehicles are accessible. WATERBORNE TRAFFIC The accessibility of the network was developed over the years, starting with rolling stock and platforms, main stations, and finally all 90% of the ships and 90% of the network are accessible. other stations. The plans were completed in September 2017. An internal program to improve the fleet and network’s accessibility is in progress. However, due to the special environment of the After conducting a survey in collaboration with a wheelchair users’ association, FGC set a range of vertical-horizontal gaps as its archipelago, it is unlikely that full accessibility can be achieved. threshold of acceptance. All vehicles are now accessible.

Since not all information tools can be made fully accessible, TICKETING MACHINES like boards or screens, FGC is designing alternative TICKETING MACHINES technology-based solutions, in collaboration with PRM All 185 ticketing machines of the network are accessible. All of the 200 ticketing machines useable on the network associations. are accessible. The design of ticketing machines is adapted for wheelchair users. Special modes for persons with sight impairments and audio guidance for persons with hearing impairments are INFORMATION TOOLS also available. All of the network’s information is available via more than Furthermore, the machines can be controlled from the one sensory channel. There is an ongoing internal project control centre, and direct communication established with designed to make information tools fully accessible by customers. 2020. © Flickr - Udo Schrîter INFORMATION TOOLS Public announcements are made on screens as well as via DEDICATED SERVICE loudspeakers. A personal assistance service can be requested 24h FGC launched a program to enable users to indicate their prior to a journey. specific needs.Based on an origin-destination request, Find out more about Sweden’s passengers will be informed on the easiest route to take, accessibility strategy in the including the halls and train doors to use. The tool is expected “Best practices” section of this report! to be available by 2019. © FGC

Accessible vehicles Accessible stops and stations 56 57 58 are accessible.Making theremaining 5%accessibleischallenging, notablyfortopographicalreasons. All busesare indeedfullyaccessible,low-floored andequippedwithrampsaudioannouncement devices.95%ofbusstops fully accessible. concentrated on key interchanges, to ensure that people with mobility issues can link with the bus network where needed, which is Making thewholenetworkcompletelystepfree isahugechallenge,duetohighcostsandpracticalconsiderations.Efforts are therefore make 40%ofthenetworkaccessible.This program willbeimplementedby2022. TFL’s current Business Plan foresees a £200M investment to bring the number of step free stations to 100, i.e. 30 more, which will 100% ofmetros and26%ofthemetro network are accessibletoday. rolling stock), andfollowsanongoingaimofharnessing newtechnology. TFL hasbeenimplementingaccessibilityprograms basedonnationallegalrequirements, aswellinternalinitiativesandEUlaw(for public cyclescheme,regulation oftaxis cable car, partof thesuburbanrailnetwork,riverservices, Composition ofnetwork:bus,tram,metro, lightrail(DLR), TFL, L UNITED KINGDOM 7,3 millionrail,metro andDLRdailyjourneys 6,5 millionbusandtrampassengersperyear Covers theLondon area: 1,579 km² 19,500 busstops,270 metro stations 700 buslines,11metro lines,4tramlines 1st metro line:1863 Accessible vehicles ondon

METRO 100% 26% Accessible stopsandstations

BUS 100% 95% © Pexels -Caio Resende being developed. network. TFL isconstantlystrivingtoimprove theaccessibilityof As aresult allofthemaininformation isaccessible,and Level AA. supporting W3’sWeb Content AccessibilityGuidelines 2.0, TFL followstheguidelinesforUKgovernmentwebsitesby on handtohelpcustomers. All London underground stationsare staffedwithemployees book inadvance. , withnoneedto platform. This isaturnupandgoservice arrival, andmetattheendstationbytheircarriageon Passengers whoare blindcanbeescortedtotheirtrainon and mobilephoneapps. before their arrival, or travelusing contactless bank cards Visitors from elsewhere caneitherbuyanOystercard persons whoare blindandelderlyresidents, getfree travel. All Londoners with mobility or other impairments, such as INFORMATION TOOLS TICKETING MACHINES The accessibility of apps, for instance, is currently © Flickr -Nigel Goodman issues tofacilitatetheiruseofthenetwork. TFL isdevelopingtravelappsaimedatpeoplewithmobility Overground stations. of operation on all London Underground and London accessibility issuestoitsstaff,whichispresent atalltimes TFL provides training covering the complete range of INNOVATION HUMAN ASSISTANCE 59 AUSTRIA - BARRIER-FREE MOBILITY AT Linien in cooperation with organisations for the blind. The ANNEX 1 - Best practices examples WIENER LINIEN POPTIS route descriptions can be accessed via the barrier- free version of the Wiener Linien website. This website To find out more, please visit www.uitp.org also provides up-to-the-minute news updates and other In order for all customers of Wiener Linien (WL) to be able relevant information. The relevant pages have been specially to travel flexibly and safely, barrier-free accessibility has designed to be viewed using screen-reader (text-to-speech) been and remains one of the driving forces behind the design programmes which automatically read out the text so that of vehicles, stations as well as the passenger information and both blind and partially sighted passengers have unrestricted orientation systems. Particular attention is paid to people access. with hearing, visual or mobility limitations. Accessibility apps Ultra-low-floor trams, buses and underground trains Working in close cooperation with representatives of the The extremely popular ultra-low-floor (ULF) trams have Austrian Association in Support of the Blind and Visually now been under way in Vienna for more than 15 years. In Impaired, it has been possible to significantly improve the 2016, 307 of the total of 514 trams in service are ULF units. qando (passenger information) app by adding a screen The ULF vehicles are specially highlighted on the digital reader. On Android and iOS smart phones with the latest departure time information displays at tram stops for the update, the screen reader of the operating system now reads benefit of wheelchair users. The bus fleet of Wiener Linien out loud the sections of text that users touch with their already consists exclusively of low-floor vehicles which can fingers. This makes the app easier to use for visually impaired be lowered even further by hydraulic means when required. people. The departure time monitor also communicates the The low entry height is a particular help to elderly people distance to underground stations as well as bus and tram and passengers with prams or in wheelchairs when boarding stops. Directions are also provided audibly using a clock- or alighting. The modern V-type units operating on the face system; for example: “The Neubaugasse stop is 109 underground are also barrier-free. Besides offering more meters away at 6 o-clock”. This function makes it easier for space for passengers in wheelchairs and with prams, the gap blind and visually impaired users to get around in the city. •Göteborg between the edge of the platform and the vehicles has been minimised and extendible ramps have also been installed. •Copenhagen Access to all underground stations and over 95% of all tram CZECH REPUBLIC - ACCESSIBILITY and bus stops is now possible barrier-free by means of ramps OF PUBLIC TRANSPORT SERVICES IN and lifts, making Wiener Linien a pioneer in this respect in PRAGUE Europe. Tactile guidance system Prague is the capital and the largest city in the Czech •Prague In order to make it easier for visually impaired and blind Republic. Prague covers an area of 496 square kilometres •Brest •Paris passenger to get around, many underground stations as well and with a population of 1.25 million inhabitants is the 14th •Vienna as bus and tram stops are equipped with a tactile guidance largest city in the European Union. Almost 200 thousands system. This system consists of light-coloured, raised commuters and 20 thousands visitors travel to Prague daily. guidance strips set into the surface of the platform running This amounts to 1.5 million people and every day ensuring parallel to its edge. Branches off of this lead to lifts, stairs the seamless movement in the City of people, including or escalators. Blind or severely visually impaired people those with special needs, is a big challenge for the Prague •Rimini with their main place of residence in Vienna – as well as Public Transit Company (Dopravní podnik hl. m. Prahy, a.s., all other holders of annual season tickets – can travel with hereinafter “DPP”), the dominant public transport operator a dog without needing to pay extra. Unless the dog has within the City of Prague. The European Accessibility Act passed the official training course and been recorded in the will certainly support further accessibility improvement disabled persons pass issued by the Federal Social Office, it of the network – as long as it leaves running ongoing, is required to wear a muzzle. successful initiatives, such as those undertaken by DPP since the 1990’s. POPTIS and barrier-free Internet During the period since the shift from socialism to capitalism Wiener Linien cooperates closely with associations for in 1989, the Czech Republic has been experiencing profound the disabled and self-help organisations as early as the political, economic and – of course – public transport planning phase for new systems in order to be able to changes. Prague has one of the highest modal shares for correctly understand and optimally take into account the 0 500 Km public transport in the EU. In fact, 57% of all journeys specific requirements of these customers. One of the most are realized by means of public transport. Public transport successful examples here is the POPTIS (Pre-On-Post is provided by door-to-door mobility services combining Trip Information System) guidance system for blind and metro, bus, tram, waterborne and funicular transport with partially sighted individuals which was developed by Wiener emphasis on accessibility.

60 61 Metro, with the first line opened in 1974, is the most of persons with visual impairment with, for example, level entry. Drivers can help passengers to board and alight Highlighting good practices important public transport mode and represents the emphasised safety zones or guide lines on the platforms. from the vehicles. RATP has developed numerous initiatives in terms of backbone of the public transport network. Almost 50% of DPP understands that the sustainability of public transport Many of the designated Flexhandicap busses are equipped educating people about mobility. A range of products and all public transport passengers use the metro as the main in the City goes hand in hand with the accessibility. with a stair climber which makes it possible to get up and services helps people to learn how to properly use public public transport mode. The other important public transport Accessibility is not only about offering low-floor buses down stairs with a manual wheelchair in buildings without transport. Additional media (reminders, educational kits, mode is tram transport, which carries almost 30% of all and trams, but it is also about barrier-free stops and elevator. animated films, etc.) are aimed at people with disabilities, passengers. metro stations that enable comfortable transfers between social sector professionals, people on the path to social The Regional Transport Authorities have made nationwide Until 1991, accessibility of public transport was taboo. different public transport modes. If there is enough space, integration, senior citizens, etc. There are currently six Flexhandicap trips possible. To book a trip, users contact Improving conditions for travel by public transport also for up-dated technical parameters, safety etc., common bus animated films. Four of them are intended for passengers. their Regional Transport Authority, which then takes care passengers with reduced mobility has become, today, the and tram stops are being built. Wheelchair access points of the reservations, including through other regions. It is The other two films instruct RATP staff on how to help main part of public transport strategy. It consists both in represent a large and visible effort by the DPP to provide a indeed a user friendly one-stop-shop. passengers who need extra assistance. preparation and implementation of additional barrier-free maximal degree of service for accommodating the needs of access to metro stations and in other issues related to barrier- passengers with reduced mobility and impaired orientation. «The Adventures of Fred» teaches bus drivers about good free travel of trams and buses of public transport (vehicles, practices to adopt towards people with reduced mobility: Accessibility is based on sustainable urban public transport FRANCE - ACCESSIBLE ENSEMBLE, RATP stops, information system etc.). Metro in Prague was not the elderly, passengers on crutches, the visually impaired, and, vice versa, public transport accessibility represents initially constructed in a manner that made it accessible. pregnant women, etc. The aim is to prevent the kind of an aspect of sustainability – i.e. it is a full circle. With That is why metro stations in Prague (excavated very deep falls that can occur on buses. The film features a bus driver additional investment in the public transport system Mobility is a social issue of primary importance because under the street level up to 53 meters) were constructed who had to travel on the bus with his leg in plaster. Finding including accessibility the City will become more and more it is all about providing access to urban activities, whether without relevant equipment to be fully accessible. As a himself on the other side of the fence, he had to deal with attractive. Measures that have been implemented in recent economic or leisure-related... This makes it a right for all consequence of this, in 1989 all 36 metro stations offered situations regularly faced by passengers with reduced years have resulted in an increase of public transport riders citizens, including passengers with reduced mobility, which restricted accessibility for persons with reduced mobility mobility: getting on the bus, reaching a seat, talking to from 1.03 billion trips in 2000 to 1.19 billion trips in 2016 means both the disabled and seniors. A public service and/or orientation. The new stations built after 1991 are all other people with limited mobility ... He tells his colleagues (i.e. 15% more). Prague is the example of a successful company, RATP (Paris Transport Operator) strives to meet equipped with lifts and/ or with special platforms. Barrier- all about his experience… local accessibility strategy; the final text of the European the mobility needs of all its passengers. RATP’s commitment free access routes to some of the selected older stations Accessibility Act should be realistic and flexible enough as to accessibility dates from well before the legislation «Staff insight» raises the awareness of station personnel are additionally being established. Today, 43 of all 61 to help us further improve the accessibility of our network. adopted in France in February 2005. For example, a huge when it comes to assisting people with mental disabilities, metro stations are fully accessible.. In accordance with the Only then will the Act be useful to the users of the Prague lift installation programme in RER stations which began through specific training. As in the other videos, the tone municipal policy for removing barriers in public transport transport public system. in 1995, now ensures accessibility across almost the entire is one of positive interaction. With a sign-off message that system, it should be entirely barrier-free by 2025. RATP RER network. Similarly, the first time a Parisian RATP is keen to share with all of its staff: «It is up to us Significant efforts have been devoted by DPP to facilitating bus line was made fully accessible was in 1992. The law of to ensure harmonious relations among all of our passengers public transport for persons with reduced mobility and/or 11th February 2005 confirmed the continuation of this and make the journey a positive experience for one and all». orientation in order to travel not only safe, but also with DENMARK - DANISH REGIONAL TRANS- programme in keeping with the framework fixed by the SDA all the requisite services and information. After 1989 DPP PORT AUTHORITIES (accessibility master plan) defined in 2009 by the Public Transport Authority in Île-de-France (STIF). Passengers started to intensively examine the barrier-free means of Flextrafik: Demand responsive transport public transport and the new low-floor buses for passengers with reduced mobility can now use the entire Paris bus were introduced. Currently only low-floor vehicles are being An integrated part of Flextrafik relates to transport of network (63 lines), over 70% of the suburban bus network ITALY - MOBILITY INNOVATION: WHAT’S purchased, both buses and trams, and the proportion of persons with reduced mobility: Flexhandicap. It is an (i.e. 275 lines), 63 RER stations out of the 65 that make up NEXT IN RIMINI? modern low-floor vehicles and the number of barrier-free alternative for people who are unable to use traditional the RATP network and all 7 tramway lines, plus line 14 of the metro stations are gradually increasing. busses and is a mode of transportation that ensures that Paris metro. The drive to make RATP networks accessible highly disabled people get the same offers and possibilities is being conducted in liaison with 9 associations grouped The background: Rimini tourist district Transportation for persons with visual impairment requires as everyone else, even though they cannot use regular buses together within an Accessibility Consultative Committee Rimini is one of the 9 provinces of the Emilia-Romagna a special approach. DPP is a world leader in regard to the and trains or only use it with severe difficulty. Whether the (CCA1) set up in 2009. These association partners meet Region and one of the most important destination for deployment of an information system for persons with visual service is used to visit family and friends, go shopping or regularly to learn about and evaluate projects proposed by summer tourists coming from all over Europe and beyond impairment travelling by surface transportation vehicles. By participate in cultural activities, it is available all year round, RATP: new stations as part of metro line extensions (4- thanks to the services and attractions which the city offers. using the remote control this system enables activating a 24/7. 11-12-14), new equipment such as a call terminal which Rimini is at the centre of a wider tourist district, ‘Romagna device that informs the passenger about the number and is easily identifiable for the visually impaired thanks to a Destination’, running from Ravenna to Cattolica, which the direction of oncoming vehicles. Simultaneously the Flexhandicap users can be transported 104 times during signal triggered on demand and also usable by those fitted attracts more than 5 million (5.429.140) tourists every driver also receives an audible confirmation of the intent of a year using this scheme. If more trips are needed, users with hearing aids. Currently, RATP is committed through year, corresponding to about 27 million daily presences. The a person with visual impairment to board the vehicle. The can apply with their local municipality. It typically costs the «EQUISENS» project to introducing equipment to municipality of Rimini on its own, with a total population automatic announcement of stations in vehicles also makes an annual fee of 40€ to be part of Flexhandicap, plus 3€ facilitate accessibility for the sensory impaired (visual, of about 150,000 inhabitants, though representing 2% it easier for all passengers to become oriented on the route. for the first 5km of every trip. An additional reduced fee is auditory and mental) to its transport spaces. Included in the of the territory of the Romagna Region, hosts about one Special acoustic beacons are installed in every metro station applicable for trips above 5km. five-year investment programme signed with the STIF, it third of the total tourists visiting Romagna area. Its bathing for the purpose of improving orientation. They guide those The vehicles used for Flexhandicap are designed to carry covers 383 metro stations and 65 RER stations. The fruit establishments are considered as the best in Italy in terms of passengers with visual impairment through the subways and people in wheelchairs in a safe and comfortable way. of collaborative thinking between RATP and its partner level of service and attention to the customers. the vestibules to the platform. These acoustic beacons can Furthermore, members of Flexhandicap can ride for free associations, it provides support in terms of identifying the be activated by remote control as required by passengers. with all of the Regional Transport Authorities’ service buses. different services, facilitating movement around stations However, management and services can’t stand the pace, The stations are additionally equipped to meet the needs All service buses have ramps for wheelchairs, and street- and access to information. with old rules and with private cars as the most important

62 63 mode to reach the destinations. At present more than 80% long distance buses, local public transport, bike sharing and top of infrastructure design and transport service planning. Västtrafik, the PTA of West Sweden, has procured new trams of tourists come by car, which means that both motorways rental schemes, sharing mobility, walkability etc.). The city «What does an elderly granny need when she takes her three in cooperation with Göteborgs Spårvägar (Gothenburg´s and local roads are rather congested over weekends and is working hard in this respect, with a vision, well-structured years old nephew from the hotel to the beach? What does tram operator). The trams will be supplied by Bombardier peak time in the summer season. A radical change is needed, projects, strong commitment and high stakeholders’ a mum in her thirties need when getting off the bus with in 2019. In order to test the design before the series a change that leads towards a sustainable, innovative and participation in the process. luggage and children to reach her accommodation? What production starts, a full scale model of a part of the tram inclusive mobility system able to accompany the city in its does a man in a wheelchair need to safely catch a bus and has been built in Berlin, Germany. This mock-up makes it A clear example is the waterfront regeneration: the city is massive regeneration process. move around the sea park? What does a German young boy possible to evaluate a number of important factors, such as restructuring its road network in order to move crossing getting off a long distance coach need to find his way around the design of the driver’s cab and how to provide the best A new vision: a brand new pedestrian and cycling traffic away from the waterfront (that currently is still used in a city he has never been before?» customer experience. waterfront to move from south to north of the city) to two outer road rings. Ongoing actions will allow the existing road close to the These are only some of the questions that are inspiring the When it comes to customer experience, everything from Since the adoption of the Strategic Masterplan in 2008, beach to be transformed in a sea park and local surrounding construction works and the projects Rimini is taking forward. material- and colour choices to door functions, the location built on a strong public participation process, Rimini is roads and streets close to the waterfront to be destined to Passengers, tourists, have the right to get high standards of ticket validators and the placement of seats and stop taking forward a massive integrated public works and urban a shared and integrated usage (cycling, pedestrian, cars, last of accessibility and mobility services. The European Union buttons is evaluated. In order to ensure that the new trams regeneration process that embraces the historical city mile logistic operators) mainly for short trips and subject to is very active in this field, with a range of Directives and are accessible to as many individuals as possible, Västtrafik centre, the waterfront and other peripheral areas with the restricted speed limits (30km per hour) for cars. In parallel, Regulations aimed at achieving common access standards asked four people with different special needs for help: one intent to create a new sustainable, attractive and inclusive substantial investments in the local public transport systems for vehicles (buses and trains) and at embedding the concept person using a wheelchair, one using a walker, one with destination for tourists and improve quality of life for its have been taken forward: a bus rapid transit scheme (named of passenger rights (across all modes). Cities, though, have impaired vision and an elderly person. They were invited to citizens. TRC) is under construction and will be running along the the huge responsibility to grant passengers’ with reduced test the mock-up on location in Berlin. One of the most qualifying and challenging projects is the coast. The first lot of trolleybus running on a dedicated line mobility rights once they get off a train, a plane or a bus and “Improving the accessibility of public transport is important regeneration of the 15 kilometres long waterfront with a key from Rimini to Riccione (a municipality in the south of make sure they can safely move around. Rimini currently to us and we want to make sure that the new trams are as goal to be addressed: offer an attractive environment where Rimini) will be ultimate in 2018, but the network is planned has a great opportunity and is highly committed to take accessible as possible”, says Helene Frahm, project manager clean water and green infrastructure enhance the quality of to expand southern up Cattolica with the same technology a leading role in this process, making people and tourists’ at Västtrafik. existing tourist offer. and northern up to Ravenna integrating the new system needs shaping the structure of the new waterfront to be The visit took place 15-16 August and the participants The city is taking forward the most important drain system with the local rail service. built. The city has developed innovative ideas that intends to take forward to shape a radically new mobility system tested many different aspects, such as the height of seats renewal of last 50 years in Italy, with a total budget of €154 The entry into service of TRC will radically reduce the along the waterfront and to grant efficient and inclusive designated for people with reduced mobility, the space million and able to purify water and reduce the existing traveling time along the coast and rise the quality of service: solutions for last/first mile trips connecting people origin available for turning a wheelchair inside the tram and the bathing bans by 100% within 2020. At the same time the service will take about 25 minutes to take passengers and destinations to the hubs of the new fully accessible access to stop buttons, ticket machines and handles. the city intends to replace the existing grey infrastructure from the station of Rimini to Riccione, a trip that at peak bus rapid transit line to be opened soon. A network of dominated by car parking and roads, with a new Sea Park time can take up to one hour and a half with existing There were many interesting and rewarding discussions walking and cycling infrastructure fully integrated to public (‘Parco del Mare’) to run in front of the sunny beaches and to trolleybus; it will also allow people to get on new fully during the visit and it has led to several adjustments transport will be realized; at the same time new electric and be made of green infrastructure, cycling and walking paths, accessible coaches equipped with all travelling comforts (air being made to improve the accessibility of the trams. For shared public transport services, inspired by innovative ride- open air gyms and other functions and attractions aimed at conditioning, video surveillance, written and voice messages, example, the handles in places dedicated to wheelchairs will sharing schemes, will be put in place to complement first/ attracting people looking for wellness and relax. As part of two seats dedicated to wheelchairs, possibility to carry on be extended and lowered and the adjacent ticket validator last mile connections, giving special attention to passengers’ this integrated process, Rimini needs a different approach bikes on the coach etc.). will be placed closer to the floor. Also, there will be clear to transport accessibility and urban mobility, an approach with reduced mobility needs. Recently the Municipality markings on the floor by the doors where the inclination The new system will radically improve passengers’ travelling that encourages the use of sustainable modes of transport of Rimini, in partnership with UITP, ITL Foundation, starts to prevent accidents. Furthermore, the space in front experience, especially that of those with reduced mobility both to get to the city and to move around that. All of this University of Bologna and other private and public entities, of one seat has been adapted to provide room for a guide that will benefit from a more inclusive and friendly needs to be accompanied by a structural change in current including National Association of Handicapped Travel dog. What is more, the distance between the floor and the infrastructure. TRC will also determine a deep revision of transport solutions to embrace a new philosophy where Guide Legislation (ANGLAT), applied to the second call of folding seats will be prolonged and footrests will be available existing local public transport network and accessibility. walking, cycling, public transport and innovative sustainable the Urban Innovative Action Initiative, with the aim to get at the seats designed for people with reduced mobility. mobility solutions cover most of tourist and citizens’ trips, Innovation to grant inclusion funding to test and implement these innovative ideas along One of the people who helped evaluate the accessibility of replacing current predominant use of private cars and the renewed waterfront. Accessibility is certainly one of the key challenge to address the new tram is Henrik Ehrlington. He concludes that it motorbikes. This new approach is animating the Sustainable in shaping the new waterfront: by taking cars out of the was rewarding to discuss different solutions together with Urban Mobility Plan (SUMP) that Rimini is going to adopt waterfront people right to move around should be enhanced representatives from Västtrafik, Göteborgs Spårvägar and this year, declining specific actions to be taken to reach the SWEDEN - VÄSTTRAFIK WORKING TO- and not limited. In many occasions still private cars are seen Bombardier: ambitious goals therein set. GETHER WITH PASSENGERS TO EVALUATE as the best solution for people with special mobility needs THE ACCESSIBILITY OF NEW TRAMS “It’s good to make this kind of evaluation early in the building as the city design and physical features (e.g. streets design, process to improve accessibility. It’s a matter of compromise old pavements, lack of slides etc.) and/or poor quality of A new sustainable mobility system to find the best possible solution, but I think we were quite public transport services provided, create barriers to older In order to test the design of Gothenburg’s new trams, a successful. “ The SUMP ambitious goals are to reach the target of getting travellers, people with disabilities or other type of passengers. full scale model has been built. A group of passengers with 50% of systematic trips (commuters, students etc.) made The challenge currently faced by Rimini is to make sure the special needs were invited to test its accessibility, something by sustainable modes of transport (bus, cycling, walking, new waterfront is inclusive for all and fully accessible by which provided valuable feedback and has led to several electric and shared mobility) and to get tourists come to means of sustainable modes of transport. In order to do this, improvements being made. Rimini and move around in a sustainable way, thanks to the the needs of people who are mobility impaired are put at the introduction of innovative and integrated solutions (train,

64 65 ANNEX 2 - Legal framework (non-exhaustive)

INTERNATIONAL France • UN General Assembly, Convention on the Rights • Law n°2005-102 of 11 February 2005 for equal rights and of Persons with Disabilities, 13 December 2006, A/ opportunities, participation and citizenship for people with RES/61/106 disabilities • Council of Europe, European Social Charter (Revised), 3 Germany May 1996, ETS 163 • Equality for Persons with Disabilities Act (BGG), 27 April 2002 EUROPEAN UNION • Public Transport Law (PBefG), 27 April 2002 • Commission Regulation (EU) No 1300/2014 of 18 • Municipality Transport Financing Law (GVFG), 27 April November 2014 on the technical specifications for 2002 interoperability relating to accessibility of the Union’s • Basic Law of the Federal Republic of Germany (GG), 23 rail system for persons with disabilities and persons with May 1949 reduced mobility Hungary • Regulation (EU) No 181/2011 of the European Parliament • Act no. CXXV of 22 December 2003 on Equal Treatment and of the Council of 16 February 2011 concerning the and Promotion of Equal Opportunities rights of passengers in bus and coach transport and • Government Decree No. 253/1997 of 20 December 1997 amending Regulation (EC) No 2006/2004 on the National Settlement and Building Requirements • Directive 2008/57/EC of the European Parliament and of (OTÉK) the Council of 17 June 2008 on the interoperability of the Italy rail system within the Community • Accessibility issues are covered by national and regional law. • Regulation (EC) No 1371/2007 of the European All new and refurbished vehicles must be fully accessible. Parliament and of the Council of 23 October 2007 on rail passengers’ rights and obligations Romania • Law no. 448/2006 of 06 December 2006 Regarding NATIONAL the Protection and Promotion of the Rights of Disabled Persons Austria Spain • Federal Law on Equality of Persons with Disabilities (Federal Disability Discrimination Act - BGStG), 10 • Royal Decree 1544/2007 of 23 November 2007 August 2005 establishing the basic conditions for accessibility and non- discrimination for access to and use of transport means for Czech Republic persons with disabilities National Plan for the Promotion of Equal Opportunities • Order VIV/561/2010 of 1 February 2010 developing the for Persons with Disabilities 2015–2020, Approved by technical documentation for basic accessibility conditions Resolution of the Government of the Czech Republic No. and non-discrimination for access to and the use of 385 of 25 May 2015 urbanised public spaces.- ACKNOWLEDGMENTS We would like to express our sincere appreciation to all of our contacts who so kindly answered our survey and many follow-up questions from: Azienda Trasporti Milanesi S.p.A, Budapesti Közlekedési Központ, CTM S.p.A, CTPO/LiA Le Havre, Debreceni Közlekedési Vállalat, Dopravní podnik hlavního města Prahy, Dresdner Verkehrsbetriebe AG, Empresa Municipal de Transportes de Madrid, SA, Ferrocarrils de la Generalitat de Catalunya, JP, Ljubljanski potniški promet d.o.o., Keolis Bordeaux Metropole, Keolis Brest, Keolis Rennes, Kölner Verkehrs-Betriebe AG, Malta Public Transport, Metro do Porto, Miejskie Zakłady Autobusowe SP. Z.O.O, Movia Trafik, Plzeňské městské dopravní podniky, a.s, Regia Autonoma de Transport Bucuresti, Régie Autonome des Transports Parisiens, Société des Transports Intercommunaux de Bruxelles, Société Régionale Wallonne du Transport, Stockholm County Council Transport Administration, Stuttgarter Straßenbahnen AG, Tramvia Metropolità SA, Transdev Rouen, Transport for London, Transports Metropolitans de Barcelona, Wiener Linien, Zarząd Transportu Miejskiego

66 This is an officialReport of UITP, the International Association of Public Transport. UITP has over 1,500 member companies in 96 countries throughout the world and represents the interests of key players in this sector. Its membership includes transport authorities, operators, both private and public, in all modes of collective passenger transport, and the industry. UITP addresses the economic, technical, organisation and management aspects of passenger transport, as well as the development of policy for mobility and public transport worldwide.

This Report was prepared by [ UITP EUROPE ] A digital version is available on Mobi+

JANUARY | 2018