Virgin Trains Disabled Policy

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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
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Virgin Trains Disabled Policy

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