ACCESSIBLE TRAVEL POLICY - APRIL 2021 - TRANSPENNINE EXPRESS
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Accessible
Travel Policy
April 2021
Our Commitment to Providing Assistance | 1
Contents
4 Introduction
Our Commitment to Providing Assistance
7 A1. Booking and Providing Assistance
16 A2. Information Provision
20 A3. Ticketing and Fares
23 A4. Alternative Accessible Transport
24 A5. Mobility Scooters and Mobility Aids
26 A6. Delays, Disruption and Emergencies
29 A7. Station Facilities
31 A8. Redress
Strategy and Management
39 B1. Strategy
40 B2. Management and Arrangements
41 B3. Monitoring and Evaluation
42 B4. Access Improvements
44 B5. Working With Disabled Passengers,
Local Communities and Local Authorities
45 B6. Staff Training
47 Contact Us
2 | Our Commitment to Providing Assistance
Our Commitment to Providing Assistance | 3
Introduction
TransPennine Express is the intercity train
operating company for the North of England and
into Scotland, connecting key towns and cities
with fast, high quality rail services, and our vision
is ‘Taking the North Further’.
To deliver this vision, we have invested •O
ur Accessible Travel Passenger
over £500 Million since 2016 to Leaflet: Making Rail Accessible:
introduce three brand new fleets of Helping Older and Disabled
NOVA trains, increasing capacity on Passengers: a summary of practical
our network through 220 new coaches. information about travelling on
We have also invested in our stations our services and the wider UK rail
to provide the facilities our customers network
want and need, such as changing • Our stations accessibility
places, waiting facilities and new ticket information: a summary of the
offices, and continue to explore new arrangements and facilities at each
opportunities to add more features. of the stations which we manage
and those where our services call
We are committed to delivering
consistently excellent service, making • Our trains accessibility information:
journeys easy and convenient for all which explains the accessible
our customers. Our aim is to provide features on the trains we operate
an accessible and welcoming railway
Together these documents form this
for all and we will ensure that your
Accessible Travel Policy.
needs as an older or disabled customer
are properly considered in all aspects You can find all four elements online
of service delivery. The end goal is at www.tpexpress.co.uk/travelling-
enabling you to travel confidently and with-us/assisted-travel where they
as independently as possible. are available for download both in
standard and accessible formats.
To help you in planning your journey,
and to know what to expect, we You can also pick up a copy of our
produce this Accessible Travel Policy. Making Rail Accessible: Helping
This is made of up four elements: Older and Disabled Customers leaflet
• Our Accessible Travel Policy: A from any staffed station where our
guide to our policies and practices services call.
which explains our strategy and
vision for delivering accessible
services (this document)
4 | Our Commitment to Providing Assistance
We also offer our Accessible
Travel Policy in alternative formats,
specifically:
• Braille • Large Print
• Audio • Easy Read
You can ask for an alternative
format by contacting our Customer
Relations or Assisted Travel Team.
We will respond to your request
within seven days.
We will review and update
our Accessible Travel Policy
each year to make sure that
it includes any improvements
we have made to our services.
Our Commitment to Providing Assistance | 5
A.
Our Commitment
to Providing
Assistance
We are committed to providing a reliable and
easy to access service that allows older and
disabled customers to arrange the assistance
they may require to help them access any part of
our network with confidence, using the national
Passenger Assist system.
We continue to work closely with Passenger Assist service, particularly
rail industry partners to improve the in relation to journeys that involve
consistency and reliability of the more than one operator.
6 || Our
Our Commitment
Commitment to
to Providing
Providing Assistance
AssistanceA1. Booking and Providing
Assistance
Assistance can be provided wherever released, usually 12 weeks in advance,
you need it across the national rail but for some services this can be as
network using “Passenger Assist”, a much as 24 weeks.
system used by all train operators to
coordinate assisted travel. Because The amount of notice we ask you to
it’s a national system you can use it give for requesting assistance varies
to book assistance for your entire depending on the journey you are
journey irrespective of the number of undertaking. We recommend that
connections or train services you need you contact our Assisted Travel Team
to take, with one call. You can even as soon as possible, and no later
purchase tickets all at the same time. than 10pm the evening before your
journey to ensure that we are able to
You can book assistance on our make the necessary arrangements.
services and those of other train However, if your journey is
operating companies by contacting direct between two stations that
our Assisted Travel Team, who TransPennine Express manage, you
are available 6am to 11pm daily, can call anytime up to two hours
excluding Christmas Day. before you plan to travel. This is
our ‘Express Assistance’ service.,
We will ensure our Assisted Travel Please be aware seat and wheelchair
Team is resourced to meet demand user space reservations will not be
by monitoring volumes of requests available with this reduced notice.
and response times and adjusting
our service provision accordingly. As By April 2021 we will reduce this
detailed in section B6, Staff Training, notice period to 6 hours and then to
our Assisted Travel Team receive only 2 hours’ notice by April 2022,
training that ensures they understand meaning no matter where you are
the needs of our disabled and older travelling, you can benefit from our
customers. The team have an in- Express Assistance notice period.
depth knowledge of the accessible We will achieve this by transitioning
facilities and features of our network, to the new Passenger Assist system
enabling them to provide the most being introduced by Rail Delivery
appropriate advice. Group and developed by Transreport
which will enable staff to view
You can request assistance for assistance bookings via an App.
your journey from when tickets are
Our Commitment to Providing Assistance | 7Passenger Assist Rail Enquiries and our website within
one business day. Where facilities
Passenger Assist is the national
that you may need on-board are out
system used by all UK train operators
of use (e.g. accessible toilets) staff
to coordinate assisted travel.
will try to advise you of this before
Because it is a national system, it you join the train.
means we can book assistance for
When you call to make a Passenger
your entire journey irrespective
Assist booking, our team will confirm
of the number of connections or
the station accessibility features and
train services your need to take,
the arrangements they have made for
all in one request. Where possible,
you, so that you are aware of what
seat reservations will also be made,
to expect when you travel. You will
including priority seats, wheelchair
receive a confirmation email with the
user spaces and companion seats.
details of your assistance booking.
You can also purchase tickets at the
In addition, station accessibility
same time as requesting Passenger
information can also be provided to
Assist, all within one call.
you by post or email upon request.
Passenger Assist draws station
To improve the coordination of
information from National Rail
Passenger Assist across the UK rail
Enquiries, including station
network, we are working with other
facilities and features as well as the
train operating companies and Rail
latest information about access
Delivery Group (RDG) to introduce
arrangements on stations and trains
the new Passenger Assist system,
across the UK. Our Assisted Travel
including the staff app, which will
Team will use this information when
enable real-time communication
making your booking.
between station teams, showing the
To deliver a reliable assistance live status of your assistance, along
service, we will ensure that the with any amendments.
information on National Rail Enquiries
Where Passenger Assist has been
for the stations that we manage is
booked, we aim to provide a member
regularly reviewed and updated
of staff to help you on and off the
where necessary. If for whatever
train as soon as possible. When
reason one of the accessible features
you arrive at a station where a train
or facilities on our stations or trains is
terminates its journey (such as
not available, or you make us aware
Manchester Airport) it may take a
of an issue with the information
little longer to meet you, and we will
provided, we will ensure that
endeavour to assist you within five
information is updated on National
minutes of the arrival of your train.
8 | Our Commitment to Providing AssistanceUnbooked Assistance alternative accessible transport (at
no additional cost) for you to an
We can also provide help when you
alternative station. If you need help
travel, even if it has not been booked
getting off the train and have not
in advance. You can turn up at any
booked assistance in advance, you
station that is accessible to you
should advise on-board staff who will
and request assistance onto a train
arrange this for you.
from a member of staff directly, by
using a help point, or by calling our
Accessing Unstaffed
freephone number 0345 600 1671.
To help you understand which Stations
stations may be accessible to We always do our best to provide
you without staff assistance, the the assistance and help you need. If
accessible features of each of the access to and from platforms at the
stations where our services call station you plan to use is not possible,
are detailed on our website (e.g. if the station is not staffed at the
www.tpexpress.co.uk/travelling- time you wish to travel or because of
with-us/station-information. a physical feature) we can arrange
alternative transport to a convenient
Our Assisted Travel Team will also accessible station at no additional
be able to provide these details and cost from where you can continue
advice about your journey. your journey by rail. When you book
assistance, we will discuss with you
Every TransPennine Express service
the type of alternative transport you
has on-board staff who will be able
require so that we can make sure that
to assist you to get on and off the
the vehicle provided meets your needs.
train at any station where there are
no platform staff available. We have
Connections To Other
ramps on board all our trains and
strategically placed at stations where
Train Services
our services call. When making train connections,
please allow yourself enough time to
We will always do our best to transfer between trains. Depending
assist you and all members of our on your needs, it may be that the
team are briefed to look out for time needed to transfer is longer
customers with specific needs and than the times allocated in journey
offer appropriate help. Please bear planning systems. Our Assisted
in mind that if you need assistance Travel Team can advise you on
and have not contacted us in recommended connection times
advance, particularly during times when you are making your booking
of disruption it may take some time and can find alternative journeys for
to provide. We may instead arrange you when more time is needed.
Our Commitment to Providing Assistance | 9Station Wheelchairs assistance phone numbers for each
of the stations we manage to pass
and Buggies
information about your journey
All TransPennine Express staffed between operators, ensuring that there
stations have wheelchairs which are is an audit trail behind these calls. At
able to be used by staff to assist staffed stations, supervisory staff or
customers for transfers around the ticket office staff will be responsible
station. We have invested in new for receiving calls. For unstaffed
station wheelchairs which feature stations, calls or messages will be
luggage attachments, and in some directed to the nearest hub station
locations are power assisted that who will relay the information to the
enable staff to help more than one relevant on-board staff member. For
customer at a time, increasing the those stations that are partially staffed
amount of assistance we can provide our supervisory or ticket office staff
to customers. At some of the larger will be available to answer these calls
stations we serve such as Manchester in hours where the station is manned,
Piccadilly, Leeds, Edinburgh Waverley out of these hours these calls will be
and Glasgow Central, buggies are picked up by the nearest hub station,
also available. where the information will be relayed
If you require use of a station to the relevant onboard teams.
wheelchair or buggy, please request We will ensure that all information
this when booking Passenger Assist for every passenger assistance
in order to ensure availability. journey is correctly communicated
to operators to ensure that your
Handover Protocol destination and any changing stations
The Office of Rail and Road (ORR) are are prepared for your arrival; ensuring
developing a Handover Protocol, which that any alterations to your journey are
is a set of rules which station staff clearly noted.
must follow to ensure that all relevant
information about your assistance is Platform Alterations
effectively communicated between If platform alterations occur at short
boarding and alighting stations. notice, our station staff can assist you
We will use the new Passenger Assist to the correct platform. They will also:
system to transfer all information • Update the Customer Information
between stations about Passenger Screens at the station and make
Assist bookings, or unbooked additional announcements
assistance requirements. Until all • Seek to identify any customers
operators are using the passenger with disabilities and provide any
assistance system at stations assistance needed
we will use dedicated passenger
10 | Our Commitment to Providing Assistance•T
ry to give enough time for Seats on trains
all customers to board the
Seat reservations can be made on
re-platformed train Intermodal
the majority of TransPennine Express
connections
services. These are available from
as much as six months in advance,
Intermodal connections
up to the day before your travel for
If you are changing between modes services operated by Class 185 trains,
of transport (e.g. from train to bus and up to 2 hours before travel on
or taxi), we can provide assistance services operated by NOVA trains
to help you make the connection as (once all NOVA trains are deployed),
long as the interchange is within the although we recommend reserving a
immediate station area. seat as soon as you can.
Working with local taxi suppliers, we
Seat reservations may not be
ensure that wheelchair accessible taxis
available on some shorter distance
can be made available at our station
journeys and are not available to
taxi ranks within 20 minutes of you
season ticket holders. However, if
requesting one. We work closely with
you are mobility impaired or have
local councils who license taxis to
a disability where it is beneficial for
encourage taxi companies that have a
you to have a seat for your journey,
permit to operate from our stations to
we strongly recommend you make
provide wheelchair accessible vehicles.
a reservation for a priority seat by
We provide all drivers who have contacting our Assisted Travel Team.
permits to work at our stations with
If you are travelling with others,
disability awareness training. As this is
we will do our best to reserve them
not a TransPennine Express managed
a seat close to you but can only
service, we cannot guarantee that such
guarantee that one companion will
taxis will be available at all times, and
there may be a short wait to provide a be able to travel next to you.
taxi suited to your needs.
Wheelchair user spaces and
Our staff can help you to and from the priority seat reservations
station taxi rank. The contact details All our trains have priority seats in
of local taxi operators for each station each carriage, located near to an
are displayed on our on-board digital entrance door, and with additional
screens as the train approaches the
leg room.
station, online at nationalrail.co.uk
and on station welcome posters We ask our customers to give up
should you need to arrange a taxi for priority seats for people who need
your onward journey. them more when they have not been
Our Commitment to Providing Assistance | 11reserved in advance, but it is not If you can walk a small number of steps
always obvious why someone with from your wheelchair to a seat, you can
a nonvisible disability needs a seat. transfer to a seat in Coach C.
Our on-board team will be happy The seating closest to the wheelchair
to help ensure priority use of these user spaces are First Class. Any
spaces is given to customers who wheelchair user transferring to a seat on
need them most. these trains can travel in the First Class
carriage at no additional cost where
All our trains have two spaces for
seating is available and not required
wheelchair users, accessible by
by First Class ticket holders. If you
wheelchairs with a maximum width
transfer to a seat, you will be entitled
of 70 centimetres and a maximum
to a complimentary hot or cold drink
length of 120 centimetres. You can
and a snack whilst catering is available.
find the spaces for wheelchair users
Customers wishing to enjoy the full
by looking for the wheelchair symbol
First Class offering, including alcoholic
on the outside of the carriage. Staff
refreshments and larger meals, have the
will deploy the ramp and help you to
option to upgrade to a First Class ticket.
board or alight the train.
Our retail offering will also be available
Class 185 Trains for the purchase drinks or snacks. A
Each three coach class 185 train has companion seat can be booked in
two wheelchair user spaces located in first class where your companion will
coach C. The wheelchair user spaces be entitled to the same hot drink and
are C98 and C99. snack, if they wish to access the full first
class offering they will be required to
Each wheelchair user space has a purchase a first class ticket.
folding table, plug socket with USB
charging point, and call for aid button. NOVA Trains
Fold down seats are available in this
Each five carriage NOVA train has
area for companions.
two wheelchair user spaces located
The wheelchair user spaces are in in coach E, which on these trains
standard class only. There is no is First Class. The wheelchair user
access for wheelchair users to First spaces are E01 and E02.
Class on these trains.
Each wheelchair user space has a
table, plug socket with USB charging
Transferring to a fixed
point, and call for aid button.
seat on Class 185 Trains
There are no wheelchair user spaces
If you need your wheelchair positioned
in standard class. This decision was
adjacent to the seat, you will not be able
taken for several reasons.
to transfer to a seat on Class 185 trains.
12 | Our Commitment to Providing AssistanceSupport Companions on NOVA trains
Our on board catering host is There is one allocated companion seat
predominantly located in First Class per wheelchair user space. These are
meaning that they can be on hand seats E03 and E05. Companion seats
to assist wheelchair users should the can be reserved through our assisted
conductor or station staff be unavailable. travel team when a wheelchair user
Certainty assistance request is made.
We recognise the guarantee that Where a wheelchair user is travelling
the wheelchair user space will be with a companion and assistance has
available, and not taken up by other not been booked, our conductors will
customers, pushchairs, bicycles or endeavour to make the companion
luggage is crucial. With the wheelchair
seat available.
user spaces in First Class, we can
guarantee the space, with easier The offers for Disabled Persons
access to get to and from, even when Railcard Holders and reduced fares
the train is busy. which apply for wheelchair users and
Reliability one companion remain unchanged.
The availability of the accessible toilet Seat E04 is permanently non-
on board the train is recognised as reservable, and so may be available
being of paramount importance. With for additional companions when not
the toilet in the First Class section of required by First Class ticket holders.
the train, the demand for this facility
is reduced, adding to its reliability and The carriage of additional companions
availability for wheelchair users who in the First Class carriage with a
may not be able to use or access other standard class ticket will be at
toilets on the train. the discretion of the conductor,
determined through consideration of
Ticket Validity on NOVA trains the demand for First Class at the time
Wheelchair users with standard class of travel.
tickets will travel in the First Class
carriage at no additional cost and will Companions will similarly benefit from
be entitled to a complimentary hot or a free hot or cold drink and a snack
cold drink and a snack whilst catering is whilst catering is available, with the
available. However, customers wishing option to upgrade to First Class to
to enjoy the full First Class offering, benefit from the full catering offer, or
including alcoholic refreshments purchase drinks or snacks separately.
and larger meals, have the option to
upgrade to a First Class ticket. Our retail
offering will also be available for the
purchase drinks or snacks.
Our Commitment to Providing Assistance | 13Transferring to a fixed network, so we strongly recommend
you reserve wheelchair spaces or
seat on NOVA trains
priority seating and book assistance
There are two options available to in advance.
customers wishing to transfer from
a wheelchair to a fixed seat whilst If you have arrived at a station and
on board. not reserved a seat or wheelchair
user space in advance you may need
Customers who need their wheelchair to wait for the next available service
positioned close to the seat enabling with a space or seats available.
transfer with minimal steps should
access the wheelchair user spaces in Our Assisted Travel Team can make
the First Class carriage of the train reservations for seats and wheelchair
and transfer to one of the designated user spaces where available for you
companion seats. An additional at the same time as booking your
companion seat can be booked to assistance and buying your travel
ensure two seats are available. tickets. They also can make seat and
wheelchair user space reservations
Customers using a station wheelchair on trains run by other train
can board any coach, and then make companies who provide this facility
use of the priority seats on board. if you are not making your entire
Our assisted travel teams can discuss journey with us. Where assistance
your preferences with you and book has been booked but a specific seat
assistance and reserve seats based or wheelchair space has not been
on these. reserved, (e.g. where reservations
are not possible on other operators
Whichever TransPennine Express services) we will make this clear
train you are travelling on, use of the to you at the time of booking and
wheelchair user space will always confirm this in the Passenger Assist
be prioritised for wheelchair users confirmation email.
or mobility scooter users with a Rail
Ready pass. If you do not have a seat or
wheelchair user space reserved,
If you have not reserved a wheelchair and we are unable to provide travel
user space, we will allocate any on an alternative service within
unreserved wheelchair user spaces an hour of your intended journey
on a first come first served basis. time, we will provide alternative
accessible transport for you and your
Some of our services can be busy, companion to the nearest convenient
particularly at peak times or when station where a service to your
events are taking place across our destination with capacity is available.
14 | Our Commitment to Providing AssistanceIf you have not made a seat Assistance Cards
reservation You can use an assistance card when
If you are an older or disabled you travel to help us understand
customer and you have not made a what help you need. The card has
reservation, we will make every effort space for key information including
to ensure you can find a seat. If you your name and emergency contact
are unable to find a seat on board, details in case these are needed
please inform the on-train staff, whilst you are travelling. You can also
usually located at the rear of the train write a message on the card so staff
or in First Class who will be pleased can quickly understand what help
to assist you. you need, e.g. I need a priority seat.
Assistance Dogs Assistance cards and lanyards can
be collected from TransPennine
We welcome assistance dogs,
Express station ticket offices, or you
including guide dogs and hearing
can request them from our Customer
dogs on all our trains in any carriage.
Relations and Social Media Teams.
Our on-board staff will be happy to
You can find more information about
provide drinking water for assistance
how to get a lanyard or card on our
dogs if required.
website www.tpexpress.co.uk
If you have an assistance dog, we
All of the assistance card and lanyards
recommend you contact our Assisted
we provide are unbranded, meaning
Travel Team and reserve two priority
that you can use them across the
seats to make sure there is space on
rail network or other recognising
the train for your dog to lie down
organisations, and staff and
safely and comfortably.
customers should quickly understand
Assistance Cards and that you need help whilst travelling.
Lanyards
We offer cards and lanyards which
you can use to communicate your
needs to our staff.
Sunflower Lanyards
We actively promote and distribute
Sunflower Lanyards to customers
with non-visible disabilities who want
railway staff to be discreetly alerted
to their possible need for assistance
during their journey.
Our Commitment to Providing Assistance | 15A2. Passenger Information
and the Promotion of
Assisted Travel
A2.1 Accessible Travel A2.2 Stations and Rolling
Policy Documentation Stock Accessibility
We will ensure our Accessible Travel Station Accessibility Information
Policy and in particular the Passenger Details to help you plan your
Leaflet are widely available, helping journey are available on our website
you to understand the services and www.tpexpress.co.uk where you can
assistance available and how to find information on the accessible
obtain it. features at each of the stations
we serve.
In addition to being available on our
website to download (in Word and The same information for every
PDF formats) the Passenger Leaflet station on the UK rail network
can also be provided on request from is provided on the National Rail
our Assisted Travel Team and from Enquiries website.
information points, ticket offices and
leaflet racks at all staffed stations We regularly review the station
where our trains call. We ensure information within the National Rail
that at the stations we manage, we Enquiries system for the stations
place all information about accessing we manage and make use of the
our services in a position that both station alert feature to communicate
wheelchair users and standing any changes to facilities or services
customers can access easily. which may impact your journey. This
includes any temporary restrictions,
We will be happy to provide for example, because of building
alternative formats of our Accessible work or when facilities such as lifts
Travel Policy documents. and toilets at stations are out of
order. If you book assistance via
Additionally, we are working with
our Assisted Travel Team, they will
our stakeholders and user groups to
advise you of any accessibility issues
identify locations which may benefit
reported on the Passenger Assist
from offering copies of the leaflet.
system relevant to your journey.
These may include community
centres, job centres, citizens advice
bureaux, libraries, and tourist
information centres.
16 | Our Commitment to Providing AssistanceTrain Accessibility Information At times of disruption, our staff
Details to help you understand what will update information screens
facilities are provided on board our as soon as they can. We will also
trains are available on our website make announcements to keep you
www.tpexpress.co.uk. This includes informed of the situation and staff
train layout diagrams and key will actively seek to identify those
information such as the number of customers who may need assistance.
priority seats and toilets.
At stations we manage, customer
information screens also show
A2.3 Passenger journey
information about the formation and
information facilities on our trains, helping you to
We recognise that you may use easily find each coach, the wheelchair
the railway infrequently or be an user spaces and bike spaces.
occasional user of our services and
may not know how to best access Wayfinding and Connections
information which will help you to to Other Transport
travel with confidence. This can be a All our stations have posters
particular problem when services are displaying information about the
disrupted. We have various solutions station, facilities and accessibility
in place to provide this information. information. The posters include a
station map, the contact details of
At the Station: our Assisted Travel Team and those
Train Arrival and Departure of any other train operators whose
Information services call at the station.
All our stations are fitted with audio
At stations we manage, we have
and visual real-time information
worked with local authorities to
systems, giving clear and consistent
provide wayfinding signage at the
information for train departures
station giving the direction and
and advice regarding any delays or
distance of key attractions, e.g.
disruption. This includes up to date
Town Centre, Library, Town Hall etc.
train running information on customer
information screens on all platforms Within our stations, signage is
where our services call. We also make provided directing customers to
audio announcements when there platforms and key facilities such
are any changes to the schedule and as accessible toilets and changing
when a train is approaching a station. places where provided.
Our Commitment to Providing Assistance | 17Delays, Diversions and JourneyCheck. Where replacement
Disruption transport is in operation we will
We recommend you ‘check before provide, where possible, visual
you travel’ to determine whether information on our customer
there have been any changes to information screens and make
the service which may affect your automatic announcements or staff
journey. You can do this by visiting announcements to direct customers
our website www.tpexpress.co.uk, to the vehicle pick up point.
checking our social media channels,
Our station and on-board staff
using our App or checking on
are trained to anticipate your
National Rail Enquiries at
needs, which also covers mental,
www.nationalrail.co.uk.
intellectual or sensory impairments.
We also offer a service called They will communicate news of any
JourneyCheck. This can be used to service disruption and provision
check the status of any of our routes of alternative transport via the
or services, and you can also set up an Passenger Information Systems or,
alert, so that you get a notification in where possible, in person.
advance if there is a change to services
On the Train
which may affect your journey.
All our trains have public address
If you have booked assistance, and equipment and visual displays in
we know more than 24 hours in each coach showing the destination
advance that the journey is no longer of the train and the next station stop,
viable due to engineering works, as well as key safety information.
industrial action, severe weather or
other issues affecting the service, Our on-board staff are trained to
our Assisted Travel Team will try to provide timely, helpful and clear
contact you to discuss your journey announcements and will ensure
and make alternative arrangements these are made in sufficient time for
or provide a refund if you choose not customers, you to prepare to alight,
to travel. at least two minutes before arriving
at each station.
Where we identify an issue which
will affect your journey less than 24 Our team will make announcements
hours before you travel, information about any alterations to the
about alternative arrangements will normal service, including delays.
be provided when you arrive at the If you have difficulty hearing such
station. Larger disruption will also announcements, please advise
be communicated via our website, on-board staff at the earliest
app, social media channels and opportunity.
18 | Our Commitment to Providing AssistanceA2.4 Information Points, Help Points
Help Points and Contact We have help points at our stations,
Centres’ both in the station and in the car
parks we manage, installed at a
Information Points
height usable by all customers
We have information points at some including wheelchair users. These
of our busier stations, including are large, round, white units with
Manchester Airport and Hull. These push buttons for information or
are located in key areas of the station, emergency contact. Staff answering
including on the concourse or on these help points will be able to help
platforms. Signage is provided to you with local information, train
direct you to these where they are not running details, assistance requests
immediately obvious. At stations which and information relating to other
do not have an information point, the operators and stations.
ticket office provides this service.
A2.5 Websites
Our station information points are
staffed at the same times as our Our website www.tpexpress.co.uk is
ticket offices and can provide you designed to provide easy access to
with information about: read and download information, that
covers everything you need to know
• Station facilities.
about our Accessible Travel Policy
•T
rain services, including timetables, and processes.
connections, fares and the
accessibility of the train. In July 2020 the ORR alongside the
• Delays, disruption, diversions or Shaw trust undertook a review of
emergencies taking place along the our website against Web Content
route which may affect your journey. Accessibility Guidelines (WCAG) AA
standards after analysing the results
•C
onfirm your Passenger Assist
we formulated a development plan
arrangements.
that ensures we reach this standard
They can also help with any other by December 2021.
general enquiries you may have.
At each of our staffed stations we
place timetables, posters, information
leaflets, (including our Making Rail
Accessible: Helping Older and Disabled
Passengers leaflet) and other materials
in a position that both wheelchair users
and standing customers can access.
Our Commitment to Providing Assistance | 19A3. Ticketing and Fares
Buying a Ticket Railcards
Tickets can be bought from the ticket Disabled Persons Railcard
office at staffed stations, at stations A Disabled Persons Railcard is available
with a ticket machine, by phoning to people with one or more of a range
our Customer Relations Team, online of disabilities. They are valid for one or
at www.tpexpress.co.uk, via our three years and they give you and your
App which is downloadable from companion discounts on standard and
the App Store (iOS/Apple) or Play First Class tickets throughout the Great
Store (Android) or by contacting our British rail network. Currently a
Assisted Travel Team. Third party one-year Railcard costs £20 and a
retails are also available. three-year Railcard costs £54.
We are committed to providing If you have a Disabled Persons
you with impartial and accurate Railcard, we will give you a discount
ticketing information and advice of up to 34% when you buy your
about the best ticket options for you, tickets online or at a ticket machine.
irrespective of which train operator At the ticket office, you just need to
provides the service you wish to use. show your Railcard when you buy
tickets. You also need to carry your
We also want you to purchase the
Railcard with you when you travel for
right type of ticket for your journey.
when your tickets are checked.
On some trains, it is not possible
for permanent wheelchair users to If you do not already have a Disabled
access First Class. On our website, Persons Railcard, you can find out
app and ticket machines, we include more and apply for one by going
a notice to warn you when you select online to www.disabledpersons-
First Class, and advise checking the railcard.co.uk, by calling National
rolling stock information for the Rail Enquiries on 0345 748 4950 or
operator you are planning to travel 0345 605 0600 (minicom for those
with, or contacting our Assisted with hearing impairments), or by
Travel Team before making your picking up a leaflet from your local
purchase. ticket office.
Where it is difficult for you to You will need to supply proof of
purchase a ticket before you travel disability as part of your application.
due to your disability, you will be
able to buy tickets on board the train Senior Railcard
or at your destination. You will still Senior Railcards are available to
receive any fare reductions that you anyone aged 60 and over. They
are entitled to, and no penalties for are valid for one year or for three
ticketless travel will be applied.
20 | Our Commitment to Providing Assistanceyears and give you up to a third off Blind or visually-impaired
standard and first-class tickets for customers travelling with a
journeys throughout Great Britain. companion
If you are registered as blind or
If you have a Senior Railcard, we’ll
visually-impaired and you are
give you a discount when you buy
travelling with another person, the
your tickets online, at a ticket office
concessionary discounts below apply
or from a ticket machine. At the
to adult fares only for both you and
ticket office you just need to show
your companion. You cannot get a
your Railcard when you buy your
discount if you are travelling on your
tickets. You also need to carry your
own, unless you have a railcard. You
Railcard when you travel for when
must show a document confirming
your tickets are checked.
your disability when you buy your
If you do not already have a Senior ticket and when travelling. It must
Railcard, you can find out more and be either a CVI/BP1/BD8 certificate
apply for one by going online to or documentation from a recognised
www.senior-railcard.co.uk, by calling institution, for example, Social
National Rail Enquiries on 0345 748 Services, your Local Authority or
4950 or 0345 605 0600 (minicom Blind Veterans UK.
for those with hearing impairments),
If you are blind or visually-impaired,
or by picking up a leaflet from your
you can buy one adult season ticket
local ticket office.
that enables a companion to travel
Concessionary Fares – without with you on National Rail services
using a Railcard only at no extra cost (so two people
Discounts are also available in some travel for the price of one). It
cases, which may not require you to doesn’t have to be the same person
have a Railcard. travelling with you on every journey.
Please take evidence of your visual
If you are blind or visually-impaired impairment (as described in the
or you travel in your own wheelchair, paragraph above) with you to prove
you are entitled to the concessions your eligibility.
detailed below. Please be aware these
cannot be purchased from the ticket People who stay in their own
machine and should be purchased wheelchair for a rail journey
from station ticket offices. If there is no If you stay in your own wheelchair
ticket office at the station where you during a journey and you do not have
board you may pay the concessionary a Railcard, you are eligible for the
fare, without penalty, during the concessionary discounts below on
journey or at your destination. both adult and child fares.
Our Commitment to Providing Assistance | 21The discounts below apply if you are Ticket gates
travelling alone and are available to
Ticket gates are used at many train
one adult travelling with you.
stations. Where there are ticket gates
Concessionary Fare Discounts in operation at our stations, there is
at least one wide aisle gate, perfect
First Class/Standard for customers with luggage or a
wheelchair or scooter users.
Anytime Singles or Returns 34% off
Anytime Day Single 34% off Our ticket gates are normally staffed
but we will ensure that they are kept
Anytime Day Return 50% off
in the open position if this is not
the case.
In many cases, Off-Peak, Super
Off-Peak or Advance tickets may
cost less than the discounted
Anytime Fare. Ticket office staff will
make you aware if there is a cheaper
fare available.
Ticket machines
We have at least one self-service
ticket machine at every station we
manage. They sell a range of tickets
and can issue reduced-rate tickets
to holders of a Disabled Persons
Railcard and their companions as
well as holders of Senior Railcards.
Our ticket machines meet the latest
standards and include a function to
lower the content on the screen to
make them easier to use for shorter
customers or wheelchair users. Key
features include the card reader
and keypad being located between
700mm and 1200mm from the floor,
making them easy to reach for all.
22 | Our Commitment to Providing AssistanceA4. Alternative Accessible
Transport
We will ensure you can make as Our Assisted Travel Team will ask
much of your journey by rail as you the type of alternative transport
possible, but the accessibility of the is most suitable so that we can make
stations at which our services call sure the arrangements are considerate
and across the UK rail network does of your needs.
vary considerably.
If you are not aware until you arrive
If you cannot access a train service at the station that you cannot access
because of a physical feature at it, contact numbers are provided
a station the station operator will on the station welcome poster
provide alternative accessible which you can use to contact the
transport for you and your companion, Assisted Travel team who will make
usually a taxi, at no extra cost to arrangements to transport you to
you, to the nearest most convenient the nearest convenient accessible
accessible station from where you can station. Where this has not been
continue your journey by rail. We can arranged in advance, there may be
arrange this for you when you contact a wait whilst the correct vehicle to
us to request assistance. meet your needs is sourced.
Our Commitment to Providing Assistance | 23A5. Mobility Scooters
and Mobility Aids
We understand that scooters are To apply for a scooter card, visit
useful for many people – but carrying www.tpexpress.co.uk and download
them on trains can cause problems the application form.
because of their size, weight and
We recommend that where possible
manoeuvrability. Your safety and the
you transfer from your scooter to
safety of our other customers and
a seat whilst travelling, and when
staff is our top priority.
disembarking, drive down the
If your scooter fits within the ramp facing forwards, then wait
dimensions below and has a combined for the ramp to be removed before
weight of less than 300Kg when manoeuvring so that you have more
you are riding it, you can be issued space on the platform.
with a scooter card, meaning that
If you have a scooter which is folded
your scooter can be taken onto any
and carried as luggage it can be taken
TransPennine Express train.
on any of our trains, even if you don’t
3 Wheel Scooter have a scooter card, however if it is
too big to be issued with a scooter
Length: 120cm
card, and cannot be folded, you will
Width: 70cm
not be able to bring it with you on our
4 Wheel Scooter trains. In this case you may wish to
instead consider requesting a station
Length: 110cm
wheelchair to help you when travelling.
Width: 55cm
If you are travelling with a scooter,
These dimensions have been informed
we recommend contacting our
by Department for Transport (DfT)
Assisted Travel Team who will be
standards, specifically the Rail
able to arrange assistance for you
Vehicle Accessibility Regulations
when boarding or alighting the train.
(RVAR) and Persons of Reduced
Mobility Technical Specification Remember that when making a
for Interoperability (PRM-TSI). We journey that involves more than one
have also used risk assessments train operator you may find that each
to determine these requirements, operator’s policy relating to scooters
considering the manoeuvrability of varies. Our Assisted Travel Team will
the scooter, and the weight limit is be able to help by advising you on
determined by the maximum allowed each operator’s policy on scooter
weight on the ramp between the carriage and booking assistance
platform and the train. where possible.
24 | Our Commitment to Providing AssistanceFull details of our trains, with
diagrams illustrating the layout and
the location of facilities and features
of relevance to disabled customers,
are shown on our website at
www.tpexpress.co.uk.
Walking Frames and Rollators
Walking frames and rollators may be
carried on board any TransPennine
Express service.
We recommend booking assistance
to help you with any luggage
you may have, with boarding and
alighting from the train, and to assist
you to your seat. Where your journey
starts or ends or a transfer is needed
at a larger station, you may find
it helpful to make use of a station
wheelchair or buggy. Our Assisted
Travel Team can arrange this for you
in advance.
If you use a walking frame or rollator,
we recommend that you use the
priority seating which is available
throughout the train. Once on the
train, please fold your walking frame
or rollator and store it in one of the
luggage racks provided or between
the seats, taking care not to block
any aisles or exits.
Our Commitment to Providing Assistance | 25A6. Delays, Disruption
and Emergencies
We understand that disruption to We will be alerted to major planned
services and facilities can cause engineering works up to 12 weeks
particular difficulties for older and before they are set to take place,
disabled customers. We are committed therefore we will take appropriate
to improving the management of steps to secure accessible substitute
service disruption for all our customers. coach or buses to fulfil this
proportion of your journey.
When services are disrupted, we will
do everything possible to ensure We work closely with third party
that you are able to continue with suppliers and local transport
your journey, proactively taking companies to provide accessible
your needs into account in both our coaches and buses wherever possible
contingency plans and the service we however this may not always be
provide on the day. achievable. It is mandated as part
of our contract that we commit to
In advance of travel resolving this and we continue to
When you plan your travel our strive for a fully PSVAR compliant rail
Assisted Travel Team will be able to replacement infostructure.
advise you of any planned engineering
If you cannot access the coaches or
works or amended train operations
buses which are available, we will
that might affect your journey and
provide you with a taxi suited to
advise you of the best options, which
your needs. This can be arranged
may include taking an alternative
in advance at the time of booking
route, using alternative transport or
assistance for your journey.
travelling at a different time of day.
If you have not booked in advance,
Rail Replacement Transport there may be a short wait whilst we
Planned Rail Replacement source a vehicle suited to your needs.
Transport
To enable Network Rail to carry out Emergency Rail
repairs, maintenance and upgrades Replacement Transport
to the rail network, it is sometimes Occasionally, events occur on our
necessary to replace train services network such as flooding, service
with road transport. disruption, fatalities, trespass or
other issues which mean we are
If replacement buses are required
unable to operate trains. Where there
for any reason to replace part or all
is a gap in service of over an hour, we
of your train journey we will ensure
will seek to provide road transport to
that suitable accessible transport is
keep all our customers moving.
available instead.
26 | Our Commitment to Providing AssistanceWe work with third party suppliers Customer Relations and Assisted
and local transport companies to try Travel Teams, as well as for other
and provide accessible coaches and operators. Severe disruption will be
buses, but this will not always be communicated at stations, and in the
possible, especially at short notice form of banners across the top of rail
due to a general lack of supply of websites such as www.nationalrail.
accessible vehicles across the coach co.uk and www.tpexpress.co.uk via
and bus industry. our social media channels, on our
App and on JourneyCheck.
Where assistance has been booked
in advance, and the service you are If disruption occurs before your train
booked to travel on is replaced by has left the station, we normally offer
road transport, our control team will travel on the next available service
review Passenger Assist and ensure and station teams will help you to
your requirements are communicated rearrange your booked assistance.
to our road transport supplier so that
a suitable vehicle is ordered as early Where facilities that affect disabled
as possible. travellers are out of use e.g.
accessible toilets, we will try to
If you do not have Passenger Assist advise you of this before you join the
booked, and the coach or bus in use train. We will also report the fault to
is not accessible to you, station staff our maintenance teams so that it can
will make arrangements to provide be fixed quickly.
a vehicle suited to your needs,
although there may be a short wait On the Train
whilst we source this. If service disruption occurs whilst you
are on the train our on-board team will
During your journey be able to advise and assist you. If you
At the Station haven’t booked assistance in advance
but require help or advice make
We make announcements at all
yourself known to a member of on-
our stations to update you should
board staff, who are usually located at
disruption occur and update our
the rear of the train or in First Class.
customer information screens with
All on board staff are encouraged to
latest travel information. You can also
provide the highest levels of customer
use help points provided at stations
service and empowered to resolve
to contact our team who can give
appropriate issues “on the spot”. If a
more specific service information.
train terminates before it has arrived
Station Information notices at at its destination, the on-board staff
the entrance to our stations will arrange assistance for you for your
show contact details for both our onward travel.
Our Commitment to Providing Assistance | 27If you need to change your journey due for customers requiring assistance
to service disruption, staff will assist will be identified and communicated
you with arranging your revised journey including suitable alternative routes for
and any assistance you require. If you all customers to use when parts of the
have booked assistance, we will also network are closed.
inform other operators and stations
about the changes to your journey so In the event of an emergency
they can still provide the assistance Keeping our customers safe is our
you need. If we are not able to run priority. Our emergency plans for
train services at all and you wish to stations and trains include how to
travel on a different day, our Assisted support people with a disability or
Travel Team can help you to make a who may be less mobile during an
new booking. We can also arrange emergency.
accessible transport to take you back
to the station where you started your On-board
journey if this is more convenient. All our on-board staff are trained in
If services are going to be disrupted emergency procedures and they will
for a longer period of time, or if we supervise any action that needs to be
are aware more than 24 hours before taken. Safety information is provided
you travel that there is going to be in the vestibules on all our trains with
a problem and you have booked clear diagrams and pictures, and in the
assistance, our Assisted Travel Team rare event of an emergency on a train,
will try to contact you to make you our on-board team will advise and help
aware of the changes and provide you. In nearly all cases the safest option
advice, including helping you make new is for all customers to remain on the
arrangements where appropriate, or train and wait for instructions until our
arranging a refund. team have fully assessed the situation.
TransPennine Route Upgrade If you do have to leave the train between
stations, the emergency services will
We anticipate that the TransPennine
provide equipment and assistance to
Route Upgrade engineering works may
help you get off the train safely.
impact services between Manchester
and York during from 2019 to 2024 At Stations
and beyond. We will work closely If we need to evacuate a station, we will
with our industry partners including use the station Public Address System
Network Rail, Transport for the North, to alert you. Information will also be
other Train Operating Companies
shown on the customer information
and other public transport operators
screens. Staff will direct you to a point
to ensure that onward journeys are
of safety, including refuge points, and
well managed and that arrangements
provide assistance where required.
28 | Our Commitment to Providing AssistanceA7. Station Facilities
A7.1 Left luggage These checks include usage monitoring
and issuing of parking charge notices
We do not provide a left luggage
to any vehicle which is not displaying
service at our stations; however
the correct ticket or blue badge.
accessible left luggage facilities are
provided at some of the larger stations Should all of the Blue Badge spaces be
where our trains call operated by in use when you arrive at the station,
Network Rail, including Manchester you may park in a standard bay free of
Piccadilly, Edinburgh Waverley, Leeds charge providing the International Blue
and Glasgow Central. Badge permit is correctly displayed in
the windscreen of the car.
A7.2 Disabled parking
We have car parking facilities at the A7.3 Facilities and Service
majority of our stations. Wherever provided by third parties
we operate car parks, we provide a
Where we provide facilities and
minimum of 5% marked bays for Blue
services using third parties, we will
Badge holders, located as close to the
work with them to ensure that these
station as possible, and have gained
operators are aware of the needs
Disabled Parking Accreditation from
of disabled customers. As service
the British Parking Association.
providers they have their own
We ensure that the Blue Badge parking obligations under the Equality Act
bays are located close to the station 2010, but we will monitor the service
entrance to reduce the distance which they provide, share any feedback
older and disabled customers need to we receive and work with them to
travel to access the station. improve the accessibility of facilities
and services including highlighting to
We offer use of the Blue Badge them any deficiencies that have been
parking bays free of charge when an brought to our attention.
international Blue Badge permit is
correctly displayed in the windscreen A7.4 Replacement Facilities
of the car. Our station management team
conduct regular checks at our stations
We frequently monitor the use of
and our on-board teams report any
our car parks to make sure that
faults they see on trains, so any
designated spaces are not being used
defects can be put right as quickly as
by people without Blue Badges. Our
possible. If for whatever reason one of
car park management company carry
the accessible features or facilities on
out regular checks at each car park
our stations or trains is not available,
operated by TransPennine Express.
we will take all reasonable steps to fix
this as soon as we are able to.
Our Commitment to Providing Assistance | 29We communicate any changes to station facilities on National Rail Enquiries and our website within one working day of notification, and where known, we will publish an expected timescale for facilities to return to use. We communicate any changes to train facilities on JourneyCheck. We invite customers to report faults with our station or on-board facilities using our fault reporting tool. You can find this on our website at www.tpexpress.co.uk/help/contactus/ report-a-fault or in our App. A7.5 Station Entrances If for any reason it becomes necessary for us to permanently alter facilities at any of our stations, leading to restricted access for disabled customers, we will consult the Department for Transport, Transport Focus, Transport for the North and local access groups before any permanent changes are undertaken. These changes will not be made unless approved by the Department for Transport. We will take into account the needs of disabled people when restricting or temporarily closing access points at stations (for example during building works) and ensure that any temporary or permanent reductions in access comply with the Joint Code of Practice in relation to unobstructed progress. 30 | Our Commitment to Providing Assistance
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