The Transpennine Route Upgrade (TRU) has introduced new Customer Communication Cards designed to make it easier for disabled passengers and those with additional needs to communicate with railway staff.
The cards use simple prompts and conversation starters to help passengers explain the assistance they require, removing a potential barrier for people who may find it difficult to ask for help verbally.
Passengers can show the cards to any member of railway staff, with physical versions available at key stations along the TRU route and downloadable versions available through the programme’s website.
The initiative forms part of a wider focus on accessibility throughout the multi-billion-pound upgrade of the Transpennine railway between Manchester, Huddersfield, Leeds and York.
Carl Harland, TRU Accessibility Lead, said: “For many of our disabled customers, asking for help can be one of the biggest barriers to travel. These cards help start that conversation, giving customers an easy way to communicate their needs and enabling staff to provide support needed for a smooth end-to-end journey.
“For those that need them, the cards are a very positive initiative, with the designs clear and easily readable.”
Accessibility is also being incorporated into the significant programme of station improvements being delivered as part of TRU.
Upgraded stations will feature step-free access alongside accessible waiting shelters and seating, improved Blue Badge parking and upgraded signage and wayfinding designed to help passengers with visual, cognitive or mobility impairments.
Customer Information Screens and audio and visual announcements are also being upgraded, while hearing loops are being installed or improved at key locations.
The programme is placing a particular emphasis on maintaining accessible journeys during the extensive engineering work required to deliver TRU, when passengers can face temporary station arrangements, altered services and rail replacement transport.
Passenger Assist remains available for customers who need support boarding or leaving trains, making connections or navigating stations. Train operators can also arrange alternative accessible transport where required.
Accessibility requirements are also being applied to rail replacement services. Buses provide space for at least one wheelchair user, with alternative accessible transport arranged where a vehicle cannot accommodate them.
Since 1 August, larger vehicles operating shorter journeys between stops have also begun providing audible and visual onboard information, helping passengers with visual or hearing impairments navigate replacement services.
Dedicated staff are being deployed at major rail-to-road interchange points to direct passengers towards the correct services and arrange additional assistance where required. Train operator contact centres can also help passengers plan accessible journeys and book Passenger Assist in advance.
The measures form part of TRU’s wider ambition to ensure that the benefits of the route’s modernisation extend beyond faster and more reliable services.
Alongside electrification, track improvements and increased capacity, the programme is seeking to remove physical and communication barriers across the route, making the railway easier to navigate independently for a wider range of passengers.
