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108987 A5 DPPP Booklet 16/6/10 12:49 Page 3 CONTENTS 1. GRAND CENTRAL 3 2. DEVELOPING OUR DISABLED PERSONS PROTECTION POLICY 3 3. STATEMENT OF POLICY 3 4. ARRANGING A JOURNEY 4 4.1 Information 4 4.2 Tickets and reservations 4 5. STATIONS 5 5.1 Interchange with other transport 5 5.2 Car parking facilities 5 6. TRAINS 6 6.1 Access to trains 6 6.2 Electric mobility scooters 7 6.3 On-train facilities 7 7. SERVICE DISRUPTION 7 8. STAFF TRAINING 8 9. COMMUNICATION OF THIS DISABLED PERSON’S PROTECTION POLICY 9 10. NATIONAL RAIL STANDARDS 9 11. CONSULTATION ARRANGEMENTS 9 12. MANAGERIAL ARRANGEMENTS 9 13. CONTACTS 10 14. STATION INFORMATION 11 15. ROUTE MAP 19
108987 A5 DPPP Booklet 16/6/10 12:49 Page 5 1. GRAND CENTRAL Grand Central provides a high quality, affordable service on two routes. Our ‘North Eastern’ service links Sunderland, Hartlepool, Eaglescliffe, Northallerton, Thirsk and York with London Kings Cross. Our ‘West Riding’ service links Bradford, Halifax, Brighouse, Wakefield, Pontefract and Doncaster with London Kings Cross. 2. DEVELOPING OUR DISABLED PERSONS PROTECTION POLICY It is a condition of our European Passenger License and statement of our National Regulatory Provisions that we develop a Disabled Person’s Protection Policy for the benefit of our disabled customers. This policy highlights our commitment to providing high standards of customer service, and where practical, enhances access to our trains and to the stations where our services call. We are committed to implementing all relative legislative requirements which include the Disability Discrimination Act 1995. Our Disabled Person’s Protection Policy follows the “Guidance on Disabled Person’s Protection Polices” issued by the former Strategic Rail Authority in April 2002, the “Railways for All – The Accessibility Strategy” issued by the Department for Transport in March 2006 and the Association of Train Operating Companies “Rail Travel for Disabled Passengers” guidance. Nothing in our Disabled Person’s Protection Policy shall require us to breach any obligations in our acted Railway Safety Case, the Health and Safety at Work Act or our obligations to comply with Railway Group Standards. 3. STATEMENT OF POLICY It is our policy that all passengers should be able to travel with us at ease and with confidence. We are committed to providing high standards throughout your journey and we recognise the need to provide all our passengers, including those with disabilities, with information about our services, our trains and the stations at which we call. Through this Disabled Person’s Protection Policy, we aim to improve the services provided for disabled people and demonstrate how we work with other Train Operating Companies to make improvements to accessibility at stations where our services call. It is the responsibility of the station operator to assist disabled passengers within the station environment. Grand Central does not manage any stations. Full details of station access arrangements and facilities are found in section 14. Where reasonably practical Grand Central will arrange assistance at stations and our train crew will assist disabled passengers boarding and alighting our trains. If there is any physical feature that makes it impossible or unreasonably difficult for a disabled person to use a Grand Central served station, we will work with the station facility owner and Network Rail (as landlord) in the removal or alteration of this feature, or in the provision of a reasonable means of avoiding it as required under the Disability Discrimination Act 1995 part 3. Our trains are approved for service by the Department for Transport (DfT), but with some exemptions from the Rail Vehicle Accessibility Regulations 2000 (RVAR) for our older carriages. All newly built trains will meet the full RVAR requirements. Our company structure reflects the importance we apply to meeting the needs of our disabled passengers. We look forward to working with our passengers with disabilities to further improve accessibility and service. We are committed to staff training and we work with stakeholder groups to ensure that a continuous improvement cycle exists. Our Disabled People’s Protection Policy is a live document and is reviewed annually by our Board of Directors. We consult with relevant stakeholders, including user groups as amendments are progressed, and submit the revised Disabled Person’s Protection Policy to the Department for Transport for approval, on an annual basis. 4. ARRANGING A JOURNEY 4.1 Information Our assisted travel helpline can help you: • Plan your journey • Reserve your seat and if you require it, space for a wheelchair. • Book assistance for all parts of your journey regardless of which train company you use Assisted Travel Helpline 0844 811 0072 (08:00 - 20:00) Assisted Travel Helpline text phone service 0845 305 6815 (08:00 - 20:00) Further information relating to our services can be found in our timetable guides. This includes train times, fares and on board information. Timetable guides are available on board our trains, at staffed stations where we call and from our website. www.grandcentralrail.com 4.2 Tickets and reservations Tickets can be purchased via our web site www.grandcentralrail.com, from station ticket offices, from our on train staff, from our head office, or by calling 0844 811 0071 (08:00 - 22:00). Most booking offices and travel centres on our route operate induction loops for people with hearing difficulties and have adjustable height counters for wheelchair users. Detailed information for each station Grand Central stops at is available in section 14. Disabled Persons Railcards are accepted on our trains and when purchasing Grand Central tickets. If you require a wheelchair space, we recommend you reserve seats or wheelchair spaces at least 48 hours in advance, both for yourself and any travelling companions. This can be arranged by calling our Assisted Travel helpline or by visiting any ticket office. We use the Assisted Passenger Reservation Service which enables us to book suitable on-train accommodation for all train companies. Text phone users have a separate number. Or you can buy your tickets and make seat reservations when calling our assisted travel helpline. Assisted Travel Helpline 0844 811 0072 (08:00 - 20:00) Assisted Travel Helpline text phone service 0845 305 6815 (08:00 - 20:00) 3 4
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