This policy provides guidance on where you can get help and assistance with your journey requirements and the facilities you can expect to find on our trains and stations.
We believe many passengers will find this guide useful for planning and making a journey on Southeastern, whether they are disabled, travelling with small children and pushchairs, pregnant, or just carrying lots of shopping or luggage.
This policy provides guidance on where you can get help and assistance with your journey requirements and the facilities you can expect to find on our trains and stations.
We believe many passengers will find this guide useful for planning and making a journey on Southeastern, whether they are disabled, travelling with small children and pushchairs, pregnant, or just carrying lots of shopping or luggage.
Contents:
- Assistance for Passengers
- Alternative accessible transport
- Passenger Information
- Tickets and fares
- At the station
- On the Train
- Making connections
- Disruption to facilities and services
- Contact Us
- Alternative Formats
- Station Accessibility Information and map
Southeastern is determined to improve the facilities and services that are accessible to disabled people. The following is an example of the kind of improvements that have been made although it is not an exhaustive list.
- Accessible toilets
- Automatic doors
- Dropped kerbs
- Highlighted anti-slip stair edges
- Additional handrails
- Access ramps
- Adjustable height ticket windows
- Clearer signage
- Tactile paving
- Additional seating
- Help points
- Lifts
- Hearing loops
- Additional portable ramps
These improvements to facilities are being achieved through the delivery in four main areas.
1) Minor works fund – We are investing at least £250 000 every year in improving facilities at stations for disabled people.
2) Department for Transports (DfT)Minor Works fund – This supports the work undertaken above and has meant an additional £ ½ million has been invested in improvements for disabled people over the last 5 years with another
£350 000 to be invested in 2011/12.
3) Department for Transports Access for All fund – This is funding provided by the DfT to a project delivered by Network Rail and supported by us which has delivered lifts and step free access at Canterbury West, Herne Hill, Orpington, Lewisham and Staplehurst over the last couple of years. Another ten stations will be made step free over the next five years.
4) Department for Transports National Station Improvement Programme – These schemes are being delivered by us with Network Rail and ensures that better access is made at stations as well as improving the whole station environment for all passengers.
The recent introduction of high speed services into Kent has seen three new stations opened and 29 accessible High Speed trains introduced, giving much greater and faster access to the whole of the UK and the International rail network with connections from St Pancras to the north and the continent via Eurostar.
However we recognise that it is not just physical improvements that are needed to improve access to the railway for disabled people. We recognise the enormous and valued contribution our staff make to ensuring all of our passengers have a trouble free journey on our services. To achieve this we have invested in three main areas:
- An NVQ in customer services has been achieved by nearly 50% of frontline staff so far.
- We have recently achieved a bronze award Investors in People and are striving towards a gold award by 2012.
- All new frontline staff undertake a two day equality training course which equips them with the skills to pro actively assist disabled passengers.
We continually test the service we offer our disabled passengers by using disabled people to ‘mystery shop’ every month and uses the findings to inform policies, procedures and to brief staff. Disabled consultants are used to advise on and promote good equality practices within Southeastern, working directly with managers and frontline staff to achieve this aim.
We aim to ensure that all our passengers will have access to the railway by working together to bring people together.
Assistance for Passengers
Assisted Passenger Reservation System (APRS)
We participate in the Assisted Passenger Reservation System. This enables disabled and older people to arrange in advance the assistance they require at every point on their journey where they require it.
The assistance that can be booked in advance includes:
- Ramps to assist disabled passengers to get on and off trains
- A member of staff to provide a helping hand with getting on or off the train or climbing stairs
- A member of staff to provide guidance to a blind or visually impaired passenger
- Provide a wheelchair to help with transfer between the station entrance and the train
- Providing a taxi to convey disabled passengers from an inaccessible station to one which is accessible to them, depending on the level of assistance or physical access required.
However there are limits to the level of service that we offer. For instance we cannot:
- Accompany passengers throughout their journey.
- Provide personal care, such as help with eating and drinking, taking medication or using the toilet.
- Carry heavy or excessive amounts of luggage
- Provide assistance outside of our stations areas i.e. into High streets or across roads.
We would ask that you make these requests for assistance at least 24 hours in advance, especially if your journey involves travelling on another railway company’s trains. This will enable us to check the accessibility of all the stations and trains that you wish to use, suggesting alternatives where appropriate and to give the station staff sufficient notice that assistance is required.
This is done electronically once the booking has been confirmed and it is logged within the national computerised booking system. The passenger will be offered the booking reference which can be confirmed to them either by email or text message.
This assistance can be arranged either:
- through phoning our assisted travel specialists on our free phone number 0800 783 4524 (available 24 hours a day)
- by filling out our on line booking form available from our website www.southeasternrailway.co.uk
- or using our text phone service on 0800 783 4548
- or by requesting the service through National Rail Enquiries on 08457 484950
If required a ticket can be purchased at the time of booking assistance but you must allow 72 hours for delivery of a ticket by post. There is also the facility to purchase a ticket and collect at the station on arrival through a ticket vending machine.
If you are not able to give 24 hours notice then of course we will still do all we can to provide assistance but the service we offer may be affected by the availability of staff or accessible taxis.
Where assistance is required to get off a train at a terminal station then we will provide this as quickly as we can, aiming to do this within five minutes of the train’s arrival wherever possible.
As we do not operate a reservation service on our trains, it is not possible to book a wheelchair space or reserve a priority seat on our services and their availability will be subject to demand.
Connections
Where passengers need to make connections with other train companies at major or interchange stations, assistance can be booked for the whole journey if this is being made entirely on national rail trains.
However if the journey involves connections with buses, trams or the underground, including cross London transfers between major stations, we cannot provide assistance with that part of the journey and suggest passengers contact Transport for London (0843 222 1234) directly to enquire as to the level of assistance they can obtain. We will ensure that passengers are assisted to the place where Transport for London staff will take over (or to the taxi rank of the station).
Alternative accessible transport
We aim to convey all of our passengers by rail however a taxi will be provided to convey disabled passengers between stations that they are not able to access for the following reasons
- their nearest station is not physically accessible to them
- there are no available staff to assist at their desired station
- replacement road transport, provided due to either emergency or planned engineering works, is not accessible to them
There are also times when either emergency or planned engineering works mean we have to provide alternative transport. When this happens we will try and obtain accessible replacement buses but where this is not possible we will provide alternative accessible transport for disabled people, usually an accessible taxi.
In all cases the taxi will convey the disabled passenger to the nearest accessible station to complete their journey, where possible, by train.
This taxi will be provided at no extra charge as long as the passenger holds the appropriate ticket for their entire journey.
Passenger Information
Details of the accessibility of our stations can be found in the following:
• In the appendix to this document
• In our Station Access Guide map which is available from staffed stations
• Through staff at stations
• Via our website www.southeasternrailway.co.uk
This information will be updated regularly and the leaflet will be updated annually.
There is additional information which is kept on the National Rail Enquiries website.
• www.nationalrail.co.uk
• or via phone 08457 48 49 50
National Rail’s website now includes a tool, ‘Stations made easy’, which enables passengers to plan a route around the station, from entrance to platform, and to see other facilities on the station that are illustrated with step by step pictures of the route.
The station information includes temporary changes to the accessibility of stations such as building work or lift renovations and significant changes to the types of trains that will be available at any particular station and will be updated within 24 hours, where it is practical to do so.
Alternative formats of this booklet, including easy read and large print, can be obtained by contacting our customer services on 0800 783 4524.
Tickets and fares
Buying a ticket
Season, single and return tickets can be purchased at any staffed station ticket office, from one of our automatic ticket vending machines or by telephone on:
0800 783 4524 or Textphone 0800 783 4548
(this service is only available to disabled customers booking
assistance).
Penalty fares
A penalty fare scheme operates on our services. Tickets can be purchased from ticket offices, ticket vending machines or permit to travel machines.
Where possible, please ensure that you purchase a ticket before boarding a train. Any disabled person, who has not been able to purchase a ticket before travelling, for a reason related to their disability will not be subject to a penalty fare and will be able to purchase the full range of tickets which are available to them either on board the train or at their destination.
Disabled Persons Railcard
We encourage the use of the Disabled Persons Railcard. It gives a discount of one third off a range of rail fares, including anytime peak fares and allows one accompanying adult to travel at the same discount.
The Disabled Persons Railcard – “Rail travel made easy” leaflet contains an application form and is available from all staffed stations. Full details of discounts available can be found in the leaflet.
The railcard is available by postal application and details can be obtained from the following sources:
• Disabled Persons Railcard Office
helpline on 01912 188103 or
textphone 01912 690304 or
www.disabledpersons-railcard.co.uk
• Southeastern Customer Services on 0845 000 2222
• Southeastern Assisted Travel on 0800 783 4524
• Southeastern Customer Services Minicom on 0800 783 4548
The “Rail travel made easy” leaflet is also available from ticket offices
The card also entitles you to a range of benefits such as discounts on hotel reservations and cinema tickets.
Discounts are also available to some non railcard holders.
• Blind or visually-impaired customers travelling with a companion.
Concessionary fares apply to both you and your companion if you are registered as blind or visually impaired and you are travelling with another person. You do not have to have a Disabled Persons Railcard. However, you cannot get a discount without a railcard if you are travelling on your own. You must show a document confirming your disability when you buy your ticket and when travelling. It must be from a recognised institution, for example,
Social Services, a Local Authority, The Royal National Institute of Blind people (RNIB) or St Dunstans’.
• People who stay in their own wheelchair for a rail journey.
You are eligible for concessionary fares if you need to stay in your own wheelchair during a journey and you do not have a Railcard. These discounts apply if you are travelling alone or to both of you if you are travelling with one adult.
Concessionary Fares Ticket Type Discount
- First Class/Standard Anytime Singles or Returns 34% off
- First Class/Standard Anytime Day Single 34% off
- First Class/Standard Anytime Day Return 50% off
Season tickets
If you are blind or visually-impaired you can buy one adult season ticket that enables a companion to travel with you at no extra cost– two people travel for the price of one. It doesn’t have to be the same person travelling with you on every journey. Please take paper evidence of your visual impairment with you to prove your eligibility. These tickets can be purchased from staffed stations.
Other railcards
Other railcards are available if the Disabled Persons Railcard does not suit your needs or you do not qualify for one:
Family & Friends
Up to 4 Adults and 4 Children can get discounts
16-25 Railcard
Up to a 1/3 off for one person
Senior Railcard
Up to a 1/3 off for one person
Network Railcard
Up to 4 Adults and 4 Children can get discounts
Please pick up a leaflet at your local station, visit www.railcard.co.uk, or write to Southeastern Customer Services and we will send you a leaflet.
Oyster
Disabled Persons Railcard (DPRC) discount can be pre-loaded onto an Oyster Card (via Transport for London) and this will involve having a photo ID included on card.
The credit can then be loaded from any TVM machine within the London zones 1-6. Alternatively customers can visit Lewisham, Woolwich Arsenal, Beckenham Junction, Elmers End, Greenwich and New Cross to top up their oyster card where a ticket office member of staff can assist.
If the DPRC card is not pre-loaded you will be charged the full cost of a journey.
At the station
Station entrances
We will ensure where possible that the most accessible station entrance is always available. When this is not possible we will put in place procedures to ensure that it is available for when disabled passengers require it so that their access to the network is not unduly affected.
Aural and visual information
We are committed to improving the information which is available at our stations and on our trains. Details of the type of information available at each station is listed in the station access guide. Additionally all stations have help points which are connected directly to National Rail Enquiries so that the latest train running information can be found.
Details of the type of information available on trains is listed in this guide.
Information points and displays
At Stations
Apart from the written information available at stations, from posters and leaflets, it is also possible to get information from the booking office member of staff. At some larger stations there will be help desks that are staffed during the day. These can provide information about our stations and trains, including timetable information.
Help points as mentioned above are available at every station and operators can provide up to the minute train running information.
On line
Either from www.southeasternrailway.co.uk or www.nationalrail.co.uk
Phone
Either from Southeastern customer services on 0845 000 2222 or textphone 0800 783 4548
Or National Rail Enquiries on 08457 48 49 50
Ticket Machines
Ticket vending machines have been installed at many locations that offer better flexibility of use for disabled passengers, as all controls are now within reach of wheelchair users. They sell a wide range of tickets and are able to apply Disabled Persons Railcard discounts.
Ticket Gates
When automatic gates are installed, they will include automatic wide aisle gates suitable for use by disabled passengers. The gates will be left open when there are no staff available to attend to them.
Luggage
We do not offer a porter service for luggage. Staff will assist disabled passengers with luggage where possible, but please note they cannot carry either heavy items of luggage or lots of bags especially where they are also assisting a wheelchair user or guiding a visually impaired person. Guides to luggage size and weight limits are contained within the National Rail Conditions of Carriage. There are left luggage facilities available at St Pancras and Victoria Stations.
Please be mindful of the need to ensure that you leave plenty of time to make transfers and that accompanying luggage is kept to a minimum.
Luggage trolleys are available at the following stations:
- London Victoria
- Waterloo East
- Dover Priory
The National Rail Conditions of Carriage state the maximum amount of luggage is three items. This is defined as two large items (eg a rucksack or suitcase) and one item of hand luggage (eg a briefcase or holdall).
Lifts
To enable step-free access to platforms some stations have lifts, please see the station access guide for more information on which stations have these. To deter vandalism, we install remotely operated and monitored closed circuit television (CCTV) in our newly replaced lifts. Where lifts have remote emergency phone links we aim to ensure these will be available all the time that trains run from the station. However this can be subject to maintenance and vandalism issues so passengers should check with customer services before travelling to enquire about their availability.
Barrow Crossings
Barrow crossings are pedestrian crossings positioned at the end of the platforms to facilitate step free access between platforms.
You can only cross when accompanied by a member of staff. Our staff must ask the permission of the signaller who will only give this when there are no trains in the area in either direction. Please bear with us if this takes a while as your safety is our priority.
The following stations have barrow crossings:
- Canterbury East,
- Sittingbourne (will be replaced by a lift by the end of 2011)
- Faversham
Toilets
We have recently installed or refurbished over 25 wheelchair accessible toilets, including either door entry systems or RADAR locks for added security. Please see the station access guide for details of which stations have accessible toilets.
Sometimes toilets have to be locked to prevent misuse. If you find facilities are locked at a staffed station please see a member of staff who will unlock them for you.
Ramps
Ramps are needed so that those needing assistance can get on trains. We provide ramps at all of our staffed stations that have step free access and many of our trains have ramps on board.
If a disabled passenger wishes to travel from a step free station outside of normal working hours or where staff are not available to assist when the journey is booked in advance, we will do one of the following:
- arrange for a member of staff to travel to the station to provide assistance
- arrange a taxi from or to the nearest or most convenient staffed station so they can continue their journey.
Station Catering facilities
Although we do not manage the provision of station catering facilities, we work with third parties to provide refreshment facilities where possible. We will work with tenants to ensure the facilities they provide are accessible to disabled customers.
On the Train
Our trains consist of mainline, high speed and metro trains. Mainline trains come up from the coast, generally starting at Hastings, Dover, Ramsgate and Ashford. High Speed trains operate across routes joining the high speed link at either Ashford or Ebbsfleet travelling into London St Pancras. Our metro trains operate in the London area, generally starting at Dartford, Orpington, Gillingham and Hayes.
Aural and visual information
All future trains introduced on our network will be constructed or refurbished in accordance with the requirements of the Rail Vehicle Access Regulations (RVAR).
All our trains provide aural passenger information, however this can sometimes be just manual announcements. Our modern RVAR compliant trains provide automatic visual and aural information. Our onboard staff are also trained to make announcements relating to stations, delays and operational difficulties.
Seats on trains
All our trains have priority seating which offers extra legroom and these are identified by stickers above the seats. Those trains which have dedicated wheelchair accommodation are listed below under the rolling stock information and the location of the wheelchair space is indicated on the outside of the door closest to it by a roundel displaying the wheelchair symbol.
We will provide assistance where possible to help passengers into a seat or wheelchair space, although booking assistance will not guarantee a seat and spaces will be subject to availability, especially on busy commuter services.
On board Toilets
On our class 375 and 395 trains, each unit has two toilets, both with baby changing fold down tables, one of which is wheelchair accessible.
Our class 319, 465/9, 465/0 and 466 trains also have toilets with fold down baby changing facilities but these are not wheelchair accessible.
Class 376 trains do not have toilets on board
Wheelchairs
We welcome all wheelchair users on our trains. For your safety and convenience, please travel in the designated wheelchair space, where possible. You may prefer to transfer to one of the fold down seats available in this area.
Our new trains are designed to accept wheelchairs up to 1200mm long and 700mm wide
If you wish to travel in a coach which does not have a wheelchair space, because you intend to transfer to a seat, this can be arranged but please inform station staff in plenty of time, as they are briefed to assist you onto the train into the wheelchair accessible space so the toilet is available to you.
Please note that wheelchairs are the responsibility of the owner when on our trains and you may have to move it if it is blocking a door or gangway. It may be easier to remain in your wheelchair than have to move it during your journey. You will not need to move your wheelchair if it is in the designated space.
Scooter carriage
We welcome scooters on many of our services but users do need to be aware there are some restrictions in terms of size, weight and type of scooter on some of our trains
Acceptable types of scooters on metro area trains:
Our class 376 and 465 and 466 metro trains can only accept scooters up to 1000mm (40”) in length and up to 700mm (28”) wide (including any attachments).
When on class 376 trains, the scooter must be parked in the wheelchair area which is directly behind the driver’s cabs. As class 465 and 466 trains do not have wheelchair spaces, the scooter must be parked in the door vestibule area and it should be parked so that it does not block the walkway.
Acceptable types of scooters on mainline trains:
Our class 375,395 and 465/9 trains accept scooters that are not longer than 1200mm (48”) and not wider than 700mm (28”) (including any attachments). The scooter must be parked in the wheelchair space.
Please ensure that any shopping bags etc are removed to help avoid any possibility of scooters tipping back whilst going up the ramp.
It is recommended that for their own safety that scooter users transfer to a seat whilst on board the train, although users can remain with their scooter if they prefer.
Please note that during disruption or engineering work, the operators of replacement transport services such as buses, coaches and taxis may be unable to accommodate scooters.
Please check for engineering work before you travel by either phoning Assisted Travel or visiting our website www.southeasternrailway.co.uk .
If your service is unexpectedly terminated and your journey must be completed by road, we will ensure you reach your destination and arrangements will be made for storage of your scooter, for when you can return to collect it.
Please note there is a weight restriction of wheelchair/scooter and user combined of 300kg on our ramps.
Rolling Stock information
Rail Vehicle Accessibility Regulations (RVAR)
The RVAR stipulates that all trains brought into service since 1998 must have certain features to aid disabled passengers. The following is a list of some of these features, and where trains have conductor guards on board, this is also listed.
Class 375 trains operate our mainline service between coastal stations (Ramsgate via Chatham, Ashford International, Canterbury West, Folkestone Central and Hastings via Tunbridge Wells ) and London.
These train services have:
- conductors on board
- catering trolleys on some services (please see timetable for details)
- portable ramps for enabling wheelchair access
- automatic aural and visual passenger information displays within each coach
- two wheelchair spaces with low level passenger communication equipment
- colour contrasting fittings
- priority seating
- tactile surfaces
- door operation warning sound and light
- braille and tactile signage
- extra grab handles
- wheelchair accessible toilets
- wide doorways with sliding doors
Class 376 trains operate our metro service between London and Dartford, Hayes, Sevenoaks/Orpington via Grove Park and a few trains to Gravesend.
These trains have:
- portable ramps for enabling wheelchair access
- automatic aural and visual passenger information displays
- two wheelchair spaces with low level passenger communication equipment
- colour contrasting fittings
- tactile surfaces
- priority seating
- door operation warning sound and light
- braille and tactile signage
- extra grab handles
- wide doorways with sliding doors
Class 395 High speed trains run from London (St Pancras International) on the high speed line to: Ramsgate, Margate, Dover Priory, Folkestone Central, Ashford International, Faversham, Chatham, and Ebbsfleet International.
- On board managers
- portable ramps for enabling wheelchair access
- automatic aural and visual passenger information displays within each coach
- two wheelchair spaces with low level passenger communication equipment
- colour contrasting fittings
- priority seating
- tactile surfaces
- door operation warning sound and light
- braille and tactile signage
- extra grab handles
- wheelchair accessible toilets
- wide doorways with sliding doors
Class 465/9 trains run services between coastal stations (Ramsgate via Chatham, Ashford International, Canterbury West, Folkestone Central and Hastings via Tunbridge Wells) and London. Although these trains are not fully RVAR compliant, they have the following features:
- conductor on board
- visual passenger information displays
- priority seating
- portable ramps for enabling wheelchair access
- two wheelchair spaces with low level passenger communication devices
- braille and tactile signage
- tactile surfaces
- standard size toilet
- colour contrasting fittings
- extra grab handles
- wide doorways with sliding doors
Class 319 trains run metro services from London Blackfriars to Sevenoaks via Catford and Bromley South. These train are not fully RVAR compliant but do have the following facilities:
- one wheelchair space
- visual passenger information displays
- priority seating
- Manual announcements
- standard size toilet
- wide doorways with sliding doors
Class 465/466 trains run metro services between Gillingham, Gravesend, Dartford, Orpington, Sevenoaks, Swanley, Hayes (Kent) etc and London. They also run services between Sheerness on Sea and Sittingbourne and between Paddock Wood and Strood. These trains unfortunately do not have wheelchair spaces and the toilets are not wheelchair accessible.
However, they do have wide sliding doors, priority seating, visual passenger information displays and manual announcements.
You can identify the type of train by looking at the first three or four digits on the front or back of the train.
Oxygen Cylinders
If essential, small, portable oxygen cylinders can be carried on our trains.
Making connections
Connections to other train services
By booking assistance in advance using the Assisted Passengers Reservation System (APRS) it is possible to book assistance for your entire journey. Where transfers between train companies occur at the same station, assistance will be provided to assist with the transfer.
Intermodal connections (Buses, Trams, Taxis etc.)
Our staff will provide assistance in and around the station between platforms and the station entrance as well as to other facilities on the station which may include a bus stop or a taxi rank. However they are not able to provide assistance outside of the station area especially where this involves crossing roads or entering other amenities and this will be advised by our customer services when booking.
Many stations have taxi ranks and in the London area all taxis have to be wheelchair accessible. Increasingly accessible taxis are becoming more available outside of London but it is always advisable to check availability and book before travelling especially if a wheelchair taxi is required. The website www.traintaxi.co.uk contains contact details of taxi companies including those that have wheelchair taxis available.
Where a journey involves a transfer using a bus / taxi /tram or underground train especially where this is a cross London transfer , Our staff will not always be able to assist onto this service, as they will generally be outside of the station area. Please contact customer services for further details or for information regarding the assistance that Transport for London can provide please contact them direct on 0843 222 1234 or via their website www.tfl.gov.uk .
Disruption to facilities and services
We will keep you informed if:
- you have been delayed by more than five minutes
- the stations that the train is due to stop at are changed
- the train will be taken out of service before it reaches its final destination
If we need to change the platform that your train departs from at short notice, we will endeavour to allow sufficient time for disabled passengers to move to the new platform. Please inform staff where this may be difficult for you to do so that they can provide the appropriate assistance.
Where passengers have booked assistance and the disruption is major and ongoing, we will make all reasonable efforts to contact passengers who have made assisted travel bookings and will make alternative arrangements.
If there is a disruption to the train service and non accessible replacement bus transport is used then a taxi will be provided to convey disabled passengers to the nearest or most convenient accessible station to complete their journey, where possible, by train.
This taxi will be provided free of charge as long as the passenger holds the appropriate ticket for their entire journey.
When facilities become unavailable we will endeavour to make alternative facilities available and will publicise the loss of amenities on their website and through National Rail Enquiries as well as at the station.
Information on dealing with emergency situations is available in our document titled ‘Making Rail Accessible – a Guide to Policies and Procedures.
Contact Us
For information, advice or comment on our service , please contact us at the following address:
Southeastern Customer Services
PO Box 63428
London
SE1P 5FD
Or by phone (24 hrs)
General enquiries 0845 000 2222
Fax 0845 678 6978
To book assistance 0800 783 4524 (freephone – 24 hours)
Textphone 0800 783 4548 (freephone – 24 hours)
Or through the comments page on our website southeasternrailway.co.uk
For other train company information including timetable enquiries please contact National Rail Enquiries on 0845 7 48 49 50 or via their website www.nationalrail.co.uk
Alternative Formats
This document is available in the following formats :
- Printed copy
- Large Print
- Easy Read
- Audio
All of these versions can be downloaded from our website.
Station Accessibility Information and map
Attached to this document is a guide to facilities which can be found at the 172 stations that we manage. In addition to the written information is a map which shows our network with a symbol for each station showing its step-free status ( this map is available in standard and large print only). This information is correct at the time of printing and will be updated annually.
Up to date information can be accessed through our website and the website of National Rail Enquiries.
Feedback
We employ a full time Accessibility and Inclusion manager to ensure that we meet our commitments under this Disabled Persons Protection Policy.
As part of this policy we will call back as many passengers as possible who have booked assistance ( and agree to a feedback call) with us to gain their feedback on how they felt the service was provided.
We would like to hear from you with any comments on the service that we offer disabled people or any other feedback you would like to give us concerning our facilities or procedures for disabled people. Please write to us c/o Customer Services.
