Accessible Travel Policy Guidance for train and station operators: September 2020 edition (pdf 794.35 KB)More infoDownload
| Date | 16 September 2020 |
| Section | Approval of Accessible Travel Policies (ATPs) for new franchises or new operators |
Accessible Travel Policy
Guidance for Train and Station Operators
September 2020 edition
(includes March 2021 clarification)
Accessible Travel Policy : Guidance for Train and Station Operators
Office of Rail and Road | 16 September 2020
2
Contents
1
Introduction
4
1.1
Accessible Travel Policies
4
1.2
About this guidance
4
1.3
Relevant legislation
6
1.4
Maintaining this guidance
11
1.5
ORR contact information
11
2
General requirements
12
2.1
Name, structure and format
12
2.2
Approvals and reviews
15
3
Passenger leaflet
18
3.1
Introduction
18
3.2
Assistance: what is available and how to get it
18
3.3
What to expect – our commitment to passengers at every stage of
19
3a
• Before you travel
19
3b
• At the station
20
3c
• On the train
20
3d
• If things do not go as planned
21
3.4
Where to get more information and how to get in touch
21
4
Policy document
23
A
A. Commitments to providing assistance
23
A1
Booking and providing assistance
23
A2
Passenger information and promotion of Assisted Travel
27
A2.1
• Accessible Travel Policy documentation provision and promotion
27
A2.2
• Stations and rolling stock accessibility information
28
A2.3
• Passenger journey information (online, at stations, on trains)
30
o Train departures and arrivals
30
o Connections and wayfinding
31
o Delays and disruption
31
A2.4
• Information points, help points and contact centres
32
A2.5
• Websites
33
A3
Ticketing
34
A4
Rail replacement and alternative accessible transport
35
A5
Mobility scooters and mobility aids
37
A6
Delays, disruption to services, and emergencies
37
Accessible Travel Policy
Office of Rail and Road | 16 September 2020
3
A7
Station facilities
38
A7.1
• Left luggage
38
A7.2
• Disabled parking
38
A7.3
• Third party provided facilities
38
A7.4
• Replacement facilities
39
A7.5
• Station entrances
39
A8
Redress
39
B
B. Strategy and management
41
B1
Strategy
41
B2
Management arrangements
41
B3
Monitoring and evaluation
42
B4
Access improvements
42
B5
Working with disabled passengers, local communities and local
43
B6
Staff training
44
Appendix A
Glossary
46
Appendix B
Station accessibility classification system
48
Appendix C
Passenger assistance handover protocol technical guidance
50
Appendix D
Mandatory training outcomes
53
Appendix E
Approval flowcharts
57
Appendix F
Network Rail station guide for disabled and older people
59
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