Q&A: DAVID SINDALL
amounts of money, which would be a decision for Network Rail and the DfT, you can’t get the infrastructure right for automatic boarding ramps. However, we can look at how we get better at deploying ramps and I’m keen to explore that. In terms of technology, I don’t think in the short term or even the medium term we will see automatic boarding ramps on our trains.
What about the use of smart phones for the use of tickets being purchased and displayed? Or a central communications number in case anything does go wrong for disabled passengers?
We’re looking at exploring the potential for what we would call a ‘one-stop-shop’ for booking assistance. We recognise this is something that passengers want and are working through that proposition to see what we can deliver. At the moment if passengers phone National Rail Enquiries (NRE), they get patched through to the train company. That’s the first step towards a one-stop shop. Passengers obviously want to be able to book their assistance and book their ticket at the same time and we are looking at that as the next possible step.
This is also a train design issue, however, there’s also a notable lack of wheelchair user space on the trains themselves, which results in conflict with the accompanying issue of lack of luggage space.
I agree. Trains are ordered from ROSCOs in line with the DfT and European standards for the number of wheelchair spaces on trains. Usually, on an eight carriage train you’ll find two or four wheelchair spaces but the smaller the train, the fewer the wheelchair spaces available. Train companies are required to work within the DfT guidelines. I think the trains themselves aren’t the particular problem. The bigger problem is stations. Station accessibility still remains the number one issue and we have to focus on that.
If you look at the stations where they have made change, such as the incredible change to Clapham Junction, you’ll see that you’ve got a station which is now accessible which previously was not. When Clapham Junction was built, our Victorian forefathers had no idea about the future demands of disabled passengers in the 21st century. We are seeing record numbers of disabled passengers
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travelling and it’s new improvements which have made this possible. We’ve somewhere in the region of 4 million journeys a year made with Disabled Persons Railcard discount, which offers a third off the price of rail travel. When I first arrived at ATOC, in 2005, there were about 1.3 million journeys made a year. I think part of the reason we are getting more passengers back to rail is that we offer a great package; from the stations, to assistance, to train design.
The British rail network is one of the most accessible in the world and this is because the industry is committed to increasing the number of passengers and improving services. In Britain we see the issue of accessibility, not just as a socially responsibility, but as an important part of attracting even more people to the railway. Much of the rest of Europe see it simply as a social commitment they have to make. By 2020, all trains have to be accessible; have access for visually impaired passengers with onboard announcements; have passenger information screens that scroll
deal of outreach work to make sure that people know that the system is there. It’s also about getting disabled and elderly passengers talking to other disabled and elderly passengers. When we designed the new booking system, we did a great deal of work with Age UK. We did some focus groups with older passengers and what we found was that, when we explained to them the range of assistance services that were available, some people just couldn’t believe what was on offer. They found it amazing that if you were travelling to an inaccessible station, we would take you in a taxi from the inaccessible station to your final destination. I think that’s a much bigger problem. Informing people of the services available and encouraging them to use the system is the number one objective.
The Stations Made Easy website is a unique way in which passengers can look at station accessibility and plan their route through stations, avoiding barriers. It’s been a great innovation and we’ve had very positive feedback. It’s a great way of helping
“When Clapham Junction was built, our Victorian forefathers had no idea about the future demands of disabled passengers in the 21st century. We are seeing record numbers of disabled passengers travelling and it’s new improvements which have made this possible.”
around so people with hearing impairments can see them and allow priority seating on board. These commitments are key to building on the success that the industry has had in helping record numbers of disabled and older passengers to take the train.
So the message is clear that you want disabled and older passengers to feel confident about the services you provide and make it known that it is easy for everyone to use. How do you intend to encourage these passengers that they can do all of the things you’re suggesting?
The biggest problem we still have with Passenger Assist is that people don’t know it’s available. So we are working with key stakeholder organisations, talking to national and regional disability groups, putting out promotional materials and doing a great
passengers work out what stations are really like. You can pick any station you want, go onto the website, click onto the station plan and it will bring up proper pictures of exactly how the station is laid out.
It’s also important to recognise that the pre booking system allows TOCs to get staff in place so that assistance is prompt and people can travel on their chosen train, but it is also to make sure that there are available spaces on those trains for wheelchair users.
Finally, what would be your concluding message to passengers following Margaret’s article?
We recognise that much of what Margaret said was aspirational and we share those common aspirations, but the way forward is about everyone. It means train operators, our colleagues at Network Rail, Department for Transport and disability organisations working together so that we can deliver a rail network which all passengers can use easily and enjoy.
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