Virgin Trains Disabled Policy

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.