Making rail accessible - Virgin Trains

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2.2 Assistance which has not been booked a) Virgin Trains understands that occasionally journeys for which assistance will be required have to be made at very short notice. In these circumstances, everything possible will be done to provide the appropriate accommodation and all necessary assistance but this cannot be assured. Customers travelling on Virgin trains who will need assistance to alight but who have not pre-arranged this should advise the Train Manager who will arrange the required help. 3. Assistance for passengers Where a disabled passenger is unable to travel from one of our stations because the station is inaccessible to them (e.g. because of a physical constraint), we will provide, without extra charge, an appropriate alternative accessible service to take them to the nearest or most convenient accessible station from where they can continue their journey. If for whatever reason our trains are replaced by buses, we will endeavour to provide accessible vehicles to enable disabled passengers to be accommodated. However, if these are not available, alternative arrangements will be made (eg provision of a suitable taxi) at no additional cost to the customer. In circumstances where access to or within one of our stations is affected by temporary lack of a facility such as a lift, alternative arrangements will be put in place, such as provision of an accessible taxi, to take disabled passengers to an alternative accessible entrance or the nearest appropriate accessible station, at no extra charge. 4. Passenger information The Knowledgebase contains provision for stations to make available to ticket sales staff details regarding station accessibility, including times when assistance is available, and the reception procedure for customers who have pre-arranged assistance. Virgin Trains regularly reviews this information with Station Managers at those stations where its trains call to ensure the best possible pre-travel advice can be made available to customers. Information from the Knowledgebase is available to the public online through the National Rail website at www.nationalrail.co.uk/stations It is a live database, updated by the Virgin Trains Sales Support Manager to reflect changes to accessibility, temporary or otherwise at any of its 17 managed stations within 24 hours of notification. Details of the normal accessibility of each of these 17 stations can be found in the Appendix. A list of the different types of rolling stock used by Virgin Trains and the routes they normally run over can be found in section 7.4. This information is updated as part of the annual review of this DPPP. 5. Tickets and fares The Disabled Persons Railcard is welcomed for purchasing reduced price travel on all Virgin trains. This Railcard entitles holders to discounts on a wide range of ticket types available for travel by Virgin Trains. In training provided to our on train staff, they are advised to allow disabled customers who, due to their disability, have been unable to buy a ticket before boarding the train, to use their Railcard, or not to be otherwise disadvantaged by being unable to buy a ticket at the station The Disabled Person’s Railcard will continue to be valid for purchasing reduced price travel for the holder and an accompanying adult on all Virgin trains. Certain discounts are also available to non Railcard holders, details of which can be found in the Rail Travel Made Easy leaflet, along with further information on the Disabled Persons Railcard.
6. At the station 6.1 Station entrances We will not permanently close any entrance at our stations if this will lead to a reduction in accessibility for disabled passengers to any platform or facility, without having first consulted Passenger Focus, London TravelWatch (as applicable) and disability groups, and without having obtained the consent of the DfT. We will also take into account the needs of disabled people when restricting or temporarily closing access points at stations (for example, during building works). 6.2 Aural and visual information We will, wherever possible, provide clear and consistent aural and visual information of train departures and other relevant messages by means of our customer information screens and public address systems available at all our stations, particularly in the event of delays or disruption. 6.3 Information points and displays At our larger stations, information points are available for providing assistance We generally use these information points, or booking offices at smaller stations, as the designated meeting points for use by people who have booked assistance to meet station staff and make it clear to them that these are where they should go. These are detailed within the Appendix. At our smaller stations our booking offices can provide information for disabled people We will make information on the facilities, services and accessibility of all of our stations available to passengers at information points, station ticket offices, by telephone and on the internet. We will make information on timetables, fares, connections and confirmation of any help arrangements that have been made through the APRS available at information points. Staff at information points are able to provide the most up to date information to disabled passengers, including information on the services and facilities provided by other operators, as well as the accessibility of other transport available near the station. Information about train services on display at stations is also available through our staffed information points. At stations we provide real-time information as soon as reasonably practicable about delays, diversions and any other events that may affect passengers’ journeys. 6.4 Ticket machines Self service ‘FastTicket’ machines installed by Virgin Trains have been programmed to issue tickets for use in conjunction with the Disabled Person’s Railcard, and are designed to be accessible to wheelchair users. 6.5 Ticket gates At any stations managed by Virgin Trains with automatic ticket gates, they and associated manual gates will be retained in the open position if no staff are available to supervise these exits. 6.6 Luggage At our stations we will carry luggage for disabled passengers free of charge, within the station boundary, as long as it is within the allowances set out in the National Rail Conditions of Carriage. Please bear in mind that space for luggage on our trains is limited so please give thought to its size and weight. The luggage assistance we will provide is also subject to the ability of our staff to lift it safely. It is recommended that this assistance is pre-arranged. 6.7 Left luggage Virgin Trains do not operate any Left Luggage facilities at any of its stations. Facilities are however available at some of the larger Network Rail stations we serve such as for example London Euston, Birmingham New Street, Manchester Piccadilly and Glasgow Central Timetables, posters, information leaflets and other materials are placed so that both wheelchair users and standing passengers can obtain or have access to them.
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Making rail accessible - Virgin Trains

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