Virgin Trains Disabled Policy

Valid from 1 May 2011 until further noticeMaking railaccessibleHelping our older anddisabled passengersRoutes may vary at weekends. Please check before you traveltwitter.com/virgintrainsfacebook.com/virgintrainsPublished by West Coast Trains Limited, subsidiary of the Virgin Rail Group Limited. Registeredin England No. 3007940. Registered Office: The School House, 50 Brook Green, London W6 7RR.VT0110. May 2011. Details correct at time of going to press.virgintrains.com

Contents:Page1. Policy summary 22. Assistance for passengers 33. Alternative accessible transport 54. Passenger information 65. Tickets and fares 66. At the station 77. On the train 88. Making connections 129. Disruption to facilities and services 1310. Contact us 1511. Alternative formats 1512. Station accessibility information 161. Policy summaryWest Coast Trains Limited, trading as Virgin Trains, is a whollyowned subsidiary of Virgin Rail Group Limited.Virgin Trains routes link London Euston with the West Midlands,North Wales, Manchester, Liverpool, and Glasgow, and also theWest Midlands with the North West, Glasgow and Edinburgh.These provide for a range of long-distance journeys by direct,through trains which are a significant benefit to people withdisabilities. We welcome such customers to our trains and will doeverything we can to make each journey relaxing and enjoyableVirgin Trains manages 17 stations:Carlisle, Penrith, Oxenholme Lake District, Lancaster, Preston,Wigan North Western, Warrington Bank Quay, Runcorn,Crewe, Stockport, Macclesfield, Stoke-on-Trent, Stafford,Wolverhampton, Birmingham International, Coventry, Rugby.Other stations at which Virgin trains call are managed by otherTrain Operating Companies and Network Rail.In addition, Virgin Trains operates the Ticket Offices/TravelCentres at London Euston, Birmingham New Street, ManchesterPiccadilly and Glasgow Central. We also provide customerservice teams at London Euston, Milton Keynes Central,Birmingham New Street, Manchester Piccadilly, Liverpool LimeStreet, and Glasgow Central.Virgin Trains’ fleet of trains consists primarily of Super Voyagerand Pendolino trains which entered service during 2001-2004.These trains comply with the Rail Vehicle Accessibility Regulations.This document, entitled “Making rail accessible: helping ourolder and disabled passengers” provides useful information fordisabled passengers.It provides details of our services and facilities, how they areprovided and the standards of service that can be expected, aswell as how we help if services are disrupted.It forms part of our overall Disabled People’s Protection Policythrough which we seek to meet the needs of passengers whoare disabled, or whose mobility is impaired.

2. Assistance for passengers2.1 Booking assistancea) Information about Virgin Trains services, (including detailsof changed arrangements as a result of engineering work), andthe services available at the stations at which they call, canbe obtained from the Virgin Trains JourneyCare Call Centre on08457 443366 (or 08457 443367 textphone) between 0800and 2200 daily (except Christmas Day and Boxing Day). In asingle telephone call to this number it is possible to obtain travelinformation and advice about the most convenient station touse, buy a ticket for the whole journey, and arrange assistancethrough the Assisted Persons Reservation System (APRS). Thiscould include reserving appropriate seats and wheelchair spaceson trains and help with getting on and off trains.b) We recommend that you contact us to book assistance aminimum of 24 hours before your journey.c) Alternatively, there are contact points for arranging travelassistance which are operated and advertised by other TrainOperating Companies. These are also able to provide information,reserve seats or wheelchair accommodation and arrangeassistance for any rail journey.d) In addition to our 17 managed stations, Virgin trains call at 26other stations. Levels of accessibility and assistance availablevary considerably. In conjunction with other industry parties,Virgin Trains has supported the creation of a national database,called the Knowledgebase containing details of accessibilityof stations and helpline numbers for disabled passengers.This database is accessible through National Rail Enquiries,JourneyCare, our own website, rail travel telesales centres, travelassistance contact points and stations.e) We will promptly update Knowledgebase with any changesto the accessibility of services and facilities at stations so thatinformation on the Station Journey Planner (‘Stations Made Easy’)is up to date and passengers who request assistance can bemade aware of any limitations and/or temporary restrictions.This will cover the following situations:i. where stations that have a physical constraint thatprevents some disabled people from using it;ii. where significant temporary work that affectsstation accessibility is being carried out;iii. where there are changes to stations that wouldmake them temporarily inaccessible (e.g. whenfacilities such as lifts and toilets at stations are outof order);iv. where facilities on trains that materially affectdisabled passengers’ journeys are unavailable,including the use of inaccessible rolling stock onroutes where stock is normally accessible, as far asthis is reasonably practicable.f) All Virgin onboard staff are briefed to look out for customerswith specific needs and to offer appropriate assistance whennecessary, including help to alight from the train, whether thisassistance has been booked or not.g) Customers whose hearing, vision or mobility is impairedshould advise the Train Manager at the earliest opportunity - forexample when tickets are checked - if assistance will be requiredto have access to the train’s facilities, or if particular help wouldbe necessary in any emergency. In addition, this information canbe provided to us in advance by telephoning the Virgin TrainsJourneyCare Call Centreh) Customers who will require assistance at stations arestrongly advised to plan their journeys using those stations atwhich staff are available to help, and to book their assistanceaccordingly through the APRS. Details of times when assistancecan be provided at stations are shown within the stations pageson the National Rail Enquiries website. At unstaffed stationsVirgin Trains on-board staff will be pleased to provide assistanceto transfer between train and platform.Virgin Trains will convey wheelchair users from or to suchstations provided that:i. wheelchair access/egress between the platform andstation entrance is possible andii. the wheelchair user has arranged his/her ownassistance to/from the platform or can move aroundthe station unaidedi) In the case of assistance having been booked at a stationmanaged by Virgin Trains, we will provide assistance off thetrain when the train arrives. At terminal stations we seek toensure that such assistance is provided within 5 minutes of thetrain’s arrival, wherever reasonably practicable.

2.2 Assistance which has not been bookeda) Virgin Trains understands that occasionally journeys forwhich assistance will be required have to be made at very shortnotice. In these circumstances, everything possible will be doneto provide the appropriate accommodation and all necessaryassistance but this cannot be assured. Customers travelling onVirgin trains who will need assistance to alight but who havenot pre-arranged this should advise the Train Manager who willarrange the required help.3. Assistance for passengersWhere a disabled passenger is unable to travel from one ofour stations because the station is inaccessible to them (e.g.because of a physical constraint), we will provide, without extracharge, an appropriate alternative accessible service to takethem to the nearest or most convenient accessible station fromwhere they can continue their journey.If for whatever reason our trains are replaced by buses, we willendeavour to provide accessible vehicles to enable disabledpassengers to be accommodated. However, if these are notavailable, alternative arrangements will be made (eg provision ofa suitable taxi) at no additional cost to the customer.In circumstances where access to or within one of our stations isaffected by temporary lack of a facility such as a lift, alternativearrangements will be put in place, such as provision of anaccessible taxi, to take disabled passengers to an alternativeaccessible entrance or the nearest appropriate accessiblestation, at no extra charge.4. Passenger informationThe Knowledgebase contains provision for stations tomake available to ticket sales staff details regarding stationaccessibility, including times when assistance is available, andthe reception procedure for customers who have pre-arrangedassistance. Virgin Trains regularly reviews this informationwith Station Managers at those stations where its trains call toensure the best possible pre-travel advice can be made availableto customers.Information from the Knowledgebase is availableto the public online through the National Rail websiteat www.nationalrail.co.uk/stationsIt is a live database, updated by the Virgin Trains Sales SupportManager to reflect changes to accessibility, temporary orotherwise at any of its 17 managed stations within 24 hours ofnotification.Details of the normal accessibility of each of these 17 stationscan be found in the Appendix. A list of the different types ofrolling stock used by Virgin Trains and the routes they normallyrun over can be found in section 7.4.This information is updated as part of the annual review of this DPPP.5. Tickets and faresThe Disabled Persons Railcard is welcomed for purchasingreduced price travel on all Virgin trains. This Railcard entitlesholders to discounts on a wide range of ticket types available fortravel by Virgin Trains.In training provided to our on train staff, they are advised toallow disabled customers who, due to their disability, have beenunable to buy a ticket before boarding the train, to use theirRailcard, or not to be otherwise disadvantaged by being unableto buy a ticket at the stationThe Disabled Person’s Railcard will continue to be validfor purchasing reduced price travel for the holder and anaccompanying adult on all Virgin trains. Certain discounts arealso available to non Railcard holders, details of which can befound in the Rail Travel Made Easy leaflet, along with furtherinformation on the Disabled Persons Railcard.

6. At the station6.1 Station entrancesWe will not permanently close any entrance at our stationsif this will lead to a reduction in accessibility for disabledpassengers to any platform or facility, without having firstconsulted Passenger Focus, London TravelWatch (as applicable)and disability groups, and without having obtained the consentof the DfT.We will also take into account the needs of disabled peoplewhen restricting or temporarily closing access points at stations(for example, during building works).6.2 Aural and visual informationWe will, wherever possible, provide clear and consistent auraland visual information of train departures and other relevantmessages by means of our customer information screens andpublic address systems available at all our stations, particularlyin the event of delays or disruption.6.3 Information points and displaysAt our larger stations, information points are available forproviding assistanceWe generally use these information points, or booking officesat smaller stations, as the designated meeting points for useby people who have booked assistance to meet station staffand 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 provideinformation for disabled peopleWe will make information on the facilities, services andaccessibility of all of our stations available to passengers atinformation points, station ticket offices, by telephone and onthe internet.We will make information on timetables, fares, connections andconfirmation of any help arrangements that have been madethrough the APRS available at information points.Staff at information points are able to provide the most up todate information to disabled passengers, including informationon the services and facilities provided by other operators, as wellas the accessibility of other transport available near the station.Information about train services on display at stations is alsoavailable through our staffed information points.At stations we provide real-time information as soon asreasonably practicable about delays, diversions and any otherevents that may affect passengers’ journeys.6.4 Ticket machinesSelf service ‘FastTicket’ machines installed by Virgin Trains havebeen programmed to issue tickets for use in conjunction with theDisabled Person’s Railcard, and are designed to be accessible towheelchair users.6.5 Ticket gatesAt any stations managed by Virgin Trains with automatic ticketgates, they and associated manual gates will be retained in theopen position if no staff are available to supervise these exits.6.6 LuggageAt our stations we will carry luggage for disabled passengersfree of charge, within the station boundary, as long as it iswithin the allowances set out in the National Rail Conditionsof Carriage. Please bear in mind that space for luggage on ourtrains is limited so please give thought to its size and weight.The luggage assistance we will provide is also subject to theability of our staff to lift it safely. It is recommended that thisassistance is pre-arranged.6.7 Left luggageVirgin Trains do not operate any Left Luggage facilities at anyof its stations.Facilities are however available at some of the largerNetwork Rail stations we serve such as for exampleLondon Euston, Birmingham New Street, ManchesterPiccadilly and Glasgow CentralTimetables, posters, information leaflets and other materials areplaced so that both wheelchair users and standing passengerscan obtain or have access to them.

6.8 RampsRamps are available at all stations managed by Virgin Trainsto assist mobility impaired passengers to board or alight froma train, and help with luggage will also be provided. Suchassistance is also available at other staffed stations served byVirgin trains. At unstaffed stations Virgin Trains on-board staffwill be pleased to provide assistance to transfer between trainand platform as explained in section 2.1.6.9 Facilities provided by third partiesWe will seek to ensure that services and facilities provided bythird parties at our stations are as accessible as possible, andwill highlight to them deficiencies which have been brought toour notice.7. On the train7.1 Aural and visual informationAll Virgin trains have public address equipment. Super Voyagerand Pendolino trains also have a visual display in each coachshowing the train’s destination, and the next stop. TrainManagers make clear announcements when delays occur, andprior to each station stop sufficiently in advance to enablecustomers to be ready to alight. Customers who may havedifficulty hearing such announcements should advise the TrainManager at the earliest opportunity.7.2 Seats on trainsSeat reservations are strongly recommended for all journeysby Virgin Trains, and are arranged free of charge providedthe customer obtains or is in possession of a ticket for thejourney. We aim to make it possible for customers to make seatreservations from approximately three calendar months prior tothe date of travel until two hours before the train commencesits journey (or the previous evening in the case of trains leavingtheir starting station early in the morning).All Virgin trains are planned to provide a wheelchair space(including a small table) within a Standard saloon. All Virgintrains also provide a wheelchair space in First Class. All of thisaccommodation can be reserved through APRS. Pendolino andSuper Voyager trains are accessible by wheelchairs having amaximum width of 700 millimetres.Customers wishing to reserve a Standard wheelchair spaceare provided with a complimentary upgrade to First Class(subject to availability) if all Standard spaces have already beenbooked. This upgrade facility is also available for one travellingcompanion. Customers wishing to specify travel in First Classare charged the appropriate First Class fare, including “VirginFirst” Upgrade when applicable.The location of wheelchair spaces is clearly indicated on theexterior of the train by the International wheelchair sign by theappropriate door.Super Voyager and Pendolino trains have a number of ‘priority’seats available for customers who require additional leg room,which may include those with an assistance dog. Reservationof these seats is controlled in the same way as for wheelchairspaces (ie through APRS), and are only made generally availablewhen all other reservable seats are booked.7.3 Scooter carriageUnfortunately many of the larger outdoor runabout poweredscooters cannot be conveyed on Virgin trains due to problemswith their weight, dimensions and manoeuvrability. However,users of models with dimensions within the limits of 700mmwide x 1200mm long with a triangular footprint, or which arecapable of being folded and carried as luggage, may seek furtheradvice from Virgin Trains JourneyCare Reservation service.It is strongly recommended that wheelchair accommodation orpriority seating and assistance on train or at stations is alsobooked in advance. Arrangements can normally be made fromup to 12 weeks before the date of travel until 24 hours prior tocommencing the journey.

7.4 Rolling stock informationEach Virgin Super Voyager and Pendolino train providesaccommodation for customers whose mobility is impaired,including a wheelchair space located within a passenger saloonadjacent to an entrance door and near to an accessible toilet andthe on-board customer service staff. On these trains at leasttwo wheelchair spaces (of which at least one is in First Class andat least one is in Standard) are provided.Wheelchair accessible toilets are provided on all Super Voyagerand Pendolino trains.All vehicles have powered interior doors.Most trains include an on board Shop which is open for themajority of the journey. Guide dogs are allowed access to allvehicles where food is served. Our on-board staff will be happyto serve refreshments at seat to disabled customers unable tovisit the Shop.8. Making connections8.1 Connections to other train servicesAt our own stations, we will provide assistance to disabledpeople in making connections to other trains, whether our ownor those operated by another train operating company.We will also pay particular attention to giving sufficient noticeaurally and visually to disabled passengers when trains arere-platformed at short notice, providing whatever assistance isnecessary, such as escorting a blind person, or providing mobilityassistance.8.2 Intermodal connectionsWhere required, we will provide assistance to disabled peoplewho are transferring at our stations between trains and othermodes of transport operating to or from the station, so long asthis does not require our staff to leave the station boundary.Train typePendolinoSuper VoyagerRoutes operatedAll routes exceptBirminghamto Glasgow/EdinburghPrimarily used onLondon to North Walesand Birmingham toGlasgow/EdinburghWheelchairSpaceWheelchairAccessibleToiletFullyRVARCompliantYES YES YESYES YES YESOur specifications for contracts with taxi and bus companiesensure that provisions are made for disabled customerswhenever practicable. When negotiating such contracts prioritywill be given to companies with accessible vehicles. Staff at ourstations will offer assistance to disabled customers seeking toarrange their own accessible taxi, where necessary. We alsohave information posters at our stations which give details ofother transport operators which serve the station.Mark IIILondon to Preston(1 x Friday only service)YES YES NOPendolino and Super Voyager trains are planned to operate allof our timetabled services, except one Fridays only service fromLondon – Preston which is operated by a Mark III train set. Trainsbrought in to cover any which have been damaged, are generallyoperated by older rolling stock.

9. Disruption to facilities and servicesThe Train Manager of each Virgin train has details of allcustomers who have reserved accommodation or pre-arrangedmobility assistance through APRS. This information is alsoavailable in the Virgin Trains Control where it can be referredto in the event that changes have to be made to the train’sitinerary in response to operational contingencies, or shouldthere be any emergency involving the train.Where services or facilities for disabled passengers at ourstations are altered or removed we will provide reasonablereplacement services or facilities that are accessible.We have written procedures for our station and on board staffto follow in the event of an emergency, which deal specificallywith the arrangements for dealing with disabled passengers.All on-board staff are encouraged to provide the highest levelsof customer service and are empowered to resolve appropriateissues ‘on the spot’. In addition, all Virgin Trains customerservice teams are empowered to make arrangements forindividual customers at times of severe service disruption, inliaison with the Customer Service Support Managers located inour Control offices.In the event of serious delay particular regard is paid to therequirements of customers with disabilities and those havingimpaired mobility. Anyone requiring help or advice, who hasnot booked assistance in advance, is encouraged to makethemselves known to the on-board staff.All Virgin trains have mobile telephones available for crew use. Inaddition, the Customer Service Support Managers in our Controloffices are in constant touch with all Train Managers throughmobile communication devices. These communication links enablecustomer messages to be passed on in the event of travel plansbeing changed for any reason and, if necessary also facilitate thearranging of additional help during the course of a journey.In the event that facilities on trains which materially affectdisabled passengers are out of use (eg. accessible toilets), wewill endeavour to ensure that passengers are advised of thisbefore joining the train.Where trains are replaced by other transport, we will give auraland visual information to enable disabled people to find thesubstitute transport.Where passengers have booked assistance in advance throughAPRS and where, due to late alterations to services it is nolonger valid, we will endeavour to advise them of this and, ifnecessary, make alternative arrangements (such as re-bookingassistance).

10. Contact usWe welcome comments on any aspect of our service, includinginformation about facilities which are not working.Comments may be made by contacting any member of ourstation or on-board team, by telephone, or in writing by letter,email or fax to:Customer Relations ManagerVirgin TrainsMeridian85 Smallbrook QueenswayBirmingham B5 4HATelephone:0845 000 8000 (answerphone outside normal office hours)Textphone:0121 654 7528 (available during normal office hours)12. Station accessibility informationThe present position regarding access at our own stations canbe found in the Appendix of this document.At other stations we have Station Access Agreements whichVirgin Trains has negotiated with other station operators. Theserequire them to arrange mobility assistance at stations wherestaffing is provided. We regularly review the effectiveness ofthese arrangements with the other operators.Such assistance includes use of suitable ramps which have beenprovided by Virgin Trains to allow wheelchair users to safely gainaccess to Pendolino and Super Voyager trains.At some stations assistance is only available at certain times,and Virgin Trains JourneyCare will be able to advise regardingalternative travel arrangements. Where such help will be requiredit needs to be pre-arranged by using APRS. A wheelchair isavailable at all of our stations, for use on or around the station.Fax:0121 654 7487E-mail:customer.relations@virgintrains.co.ukOnline:twitter.com/virgintrainsfacebook.com/virgintrainsNormally the Virgin Trains Customer Relations team willrespond to customers in writing, and if requested to do so willreply in large print or Braille, by telephone, or on audio tape.11. Alternative formatsCopies of the full Disabled People’s Protection Policy areobtainable free of charge from the Virgin Trains CustomerRelations Manager at the above address. The Policy can beobtained in alternative formats on request such as large print,audio tape and Braille. A copy is also available through thewebsite - www.virgintrains.com

APPENDIX. Facilities at stations managed by Virgin TrainsAll stations operated by Virgin Trains are staffed during the times when trains are calling, have customer information screens and public addresssystems, seating, hearing loops within booking offices, and meeting points. They are also accredited as secure stations.StationStepFreeAccessStep Free AccessNoteLow LevelTicketCounterNumberof WaitingRoomsRefreshmentFacilitiesWheelchairAccessibleToiletCar ParkSpacesBlue BadgeCar ParkSpacesImpairedMobilitySpacesTaxiRankB’ham Intl. FULL Lifts to all platforms NO 3 YES On concourse 2155 24 YES YESCarlisle PARTRamped footbridgeStaff available to assistNO 2 YES Platforms 4/6 187 11 YES YESCoventry FULL Lifts to platforms 2/3 & 4 NO 2 YES Platform 1 758 22 YES YESCrewe FULL Lifts to all platforms NO 2 YES Platforms 5/6 865 13 YES YESLancaster FULL Lifts to all platforms NO 2 YES Platforms 3/4 138 5 YES YESMacclesfield FULL Lifts to all platforms NO 2 YES Platform 1 37 2 YES YESOxenholme L. D. PARTAccess to platforms2 & 3 via steep rampStaff available to assistNO 3 YES Platform 1 129 2 YES YESPenrith PARTBarrow crossing toplatform 2Staff available to assistNO 2 NO Platform 1 95 3 YES YESPreston FULL Lifts to all platforms NO 1 YES Platform 3 939 16 YES YESRugby FULLSteep ramp fromentrance to platformsStaff available to assistYES 2 YES Platform 2 719 16 YES YESRuncorn FULL Lifts to all platforms YES 2 YES Platform 1 696 16 YES YESStafford FULL Lifts to all platforms NO 3 YES Platform 1 484 16 YES YESStockport FULL Lifts to all platforms YES 4 YES Platforms 3/4 440 13 YES YESStoke-on-Trent FULL Lifts to all platforms YES 2 YES Platform 1 230 13 YES YESWarrington B. Q. FULL Lifts to all platforms YES 2 YES Platform 2 199 10 YES YESWigan N. W. FULL Lifts to all platforms NO 2 YES In the subway 383 15 YES YESWolverhampton FULL Lifts to all platforms YES 2 YES Platform 1 477 12 YES YESDesignated Meeting Points at Virgin Trains stationsBirmingham International - Booking officeCarlisle - Information kiosk left of main entrance to stationCoventry - Customer service office on platform 1Crewe - Booking officeLancaster - Booking officeMacclesfield - Customer service office on platform 1Oxenholme Lake District - Customer service office on platform 1Penrith - Customer service office on platform 1Preston - Information kiosk on platform 3Rugby - Booking officeRuncorn - Customer service office in booking hallStafford - Booking officeStockport - Booking officeStoke-on-Trent - Booking officeWarrington Bank Quay - Booking officeWigan North Western - Booking officeWolverhampton - Booking office