Facilities & Arrangements - NIR Disabled Peoples' Access Guide - Accessibility - About us - Translink
Arranging a Journey l Information l Booking Assistance l Half Fare Concession Pass l Stations l Interchange with other modes l Trains l Accommodation l Onboard Service l Communication l Evacuation Arrangements l After Sales Service
3.1 Arranging a Journey
3.1.1
Customers who will require assistance at stations/halts are strongly advised to plan their journeys using those locations at which staff are available to help. Details of times when assistance can be provided will be shown on the Translink Website or via the Call Centre.
At non staffed halts NI Railways onboard staff will be pleased to provide assistance to transfer between train and platform. NI Railways will convey wheelchair users from/to such halts provided that:
i. wheelchair access/egress between the platform and halt entrance is possible and
iii. the wheelchair user has arranged his/her own assistance to/from the platform or can move around the halt unaided.
Information
3.1.2
Information about NI Railways services, (including details of changed arrangements in consequence of essential engineering work), and the services available at the stations at which they call, can be obtained from the Translink Call Centre on 028 9066 6630 or textphone 028 9038 7505) between 0700 and 2000 daily (except Christmas Day and Boxing Day), or via the Translink website, www.translink.co.uk.
In conjunction with the RNID, N.I Railways provide information via the typetalk system. Textphone users dial 18001 followed by the full telephone number.
All Translink travel information is available in alternative formats, on request.
No advanced notice is required when travelling to/from accessible railway stations/halts (refer Appendix 1).
NI Railways require a minimum of 24 hours notice were special arrangements are required (refer Appendix 1).
In a single telephone call to the Translink Call Centre it is possible to obtain travel information and advice about the most appropriate station/halt to use, and arrange any assistance which may be necessary. When alternative arrangements are required the customer will be expected to purchase a valid ticket for the journey 72 hours in advance of travel via the Translink Call Centre (to facilitate postage). An appropriate method of payment will be arranged.
See paragraph 3.1.6 for details of arrangements where advance notice is not possible.
3.1.3
In addition to our 54 stations, NI Railways trains call at 3 other stations. Levels of accessibility and assistance available vary considerably. In conjunction with Irish Rail, NI Railways has supported the creation of a database containing details of accessibility of stations/halts for disabled passengers. It is a live database, accessible via the Translink website or Call Centre. It will reflect changes to accessibility, temporary or otherwise within 24 hours of notification (see also paragraph 3.1.6).
3.1.4
Where passengers with mobility impairments wish to travel on our trains to/from halts which are not accessible, or are unable to gain access to/from a station/halt, they will be advised of an appropriate alternative location which they can use. Where an acceptable alternative cannot be found, and were it is reasonable to do so, alternative transport (such as an accessible bus/taxi) will be provided to allow the passenger to travel to/from the nearest accessible station/halt, that will enable that person to continue or complete their journey. This would be provided at no additional cost to the customer as long as a valid rail ticket is held for the journey. All necessary help should be pre-arranged using the Translink Call Centre.
Booking Assistance
3.1.5
Seat reservations are strongly recommended for all Cross Border rail journeys, and are arranged free of charge provided the customer obtains or is in possession of a ticket for the journey. We aim to make it possible for customers to make seat reservations from approximately two calendar months prior to the date of travel until one hours before the train commences its journey (Monday to Saturday), or the previous evening in the case of trains leaving their starting station early in the morning.
3.1.6
In the event that facilities such as lifts and toilets are out of use at a NI Railways station, we will ensure that the Translink Call Centre/website is updated to reflect this, within 24 hours (as detailed in paragraph 3.1.2). We will also use other means, such as posters, to publicise the temporary lack of such facilities to people using the railway, and indicate how long the facilities are expected to be unavailable. When lifts are out of use alternative arrangements will be made for mobility impaired customers to access trains, as described in paragraph 3.1.2.
3.1.7
NI Railways understands that occasionally journeys for which assistance will be required have to be made at very short notice. In these circumstances, everything possible will be done to provide the appropriate accommodation and all necessary assistance but this cannot be assured. Customers travelling on NI Railways trains who will need assistance to alight but who have not pre-arranged this should advise the onboard staff who will endeavour to arrange the required help.
3.1.8
Customers whose hearing, vision or mobility is impaired should advise NI Railways staff at the earliest opportunity - for example when tickets are checked - if assistance will be required to have access to the train’s facilities, or if particular help would be necessary in any emergency.
Half Fare Concession Pass
3.1.9
The Half Fare Concession Pass is welcomed for purchasing reduced price travel on all NI Railways trains. This Pass entitles the holder to a 50% discount on all standard single fares.
3.1.10
In training provided to onboard staff, they are advised that disabled customers who due to their disability are unable to buy a ticket before boarding the train, are permitted to purchase their ticket on train.
3.2 Stations
3.2.1
The ease of access, also the facilities and assistance available at stations varies considerably. A number of stations/halts were built in the 19th Century when consideration of the requirements for access by people with disabilities was often paid little regard.
Considerable improvements have been made at many of our facilities in recent years. This is an ongoing process and further improvements will be made subject to funding.
3.2.2
NI Railways is the operator at 54 stations/halts province-wide. Details of the accessibility of each of these can be found in Appendix 1.
3.2.3
At our stations we will carry luggage for disabled passengers free of charge. It is recommended that this assistance is pre-arranged. We will also pay particular attention to giving sufficient notice audibly and visually to disabled passengers when trains are re-platformed at short notice, providing whatever assistance is necessary, such as escorting a blind person, or providing mobility assistance.
3.2.4
In circumstances where access to or within one of our stations is affected by temporary lack of a facility such as a lift, alternative arrangements will be put in place, such as provision of an accessible taxi, to take disabled passengers to the nearest appropriate accessible station/halt, at no extra charge. We will also publicise the loss of the facility on notices at the station, and through the Translink website and Call Centre, and indicate how long the facilities are expected to be unavailable (as described in paragraphs 3.1.3 and 3.1.6).
3.2.5
Where services or facilities for disabled passengers at our stations are altered or removed we will provide reasonable replacement services or facilities that are accessible.
3.2.6
We will not close any entrance at our stations if this will lead to a reduction in accessibility for disabled passengers to any platform or facility, without having first consulted Passenger User Groups, IMTAC, and Disability Action.
3.2.7
At our stations the level of legitimate usage of ‘blue badge’ holder car parking spaces will be monitored regularly as well as the level of usage by motorists who do not hold these badges. Where misuse of blue badge spaces is discovered, a suitable notice will be placed on the vehicle advising of the relevant bye-law/parking legislation being contravened. We undertake to review requirements and if legitimate demand regularly
exceeds the available ‘blue badge’ spaces, we will review and attempt to increase the number of spaces made available.
3.2.8
Where required, we will provide assistance to disabled people who are transferring at our stations between trains or other modes of transport operating to/from the station.
Interchange with Other Modes
3.2.9
Our specifications for contracts with other operators ensure that provisions are made for disabled customers whenever practicable. When negotiating such contracts priority will be given to companies with accessible vehicles. Staff at our stations will offer assistance to disabled customers seeking to arrange their own accessible taxi, where necessary. We also have information posters at our stations which give details of other transport operators which serve the station.
3.2.10
If for whatever reason our trains are replaced by buses, we will endeavour to provide accessible vehicles to enable disabled passengers to be accommodated. However, if these are not available, alternative arrangements will be made (e.g. provision of an accessible taxi) at no additional cost to the customer.
3.2.11
Where trains are replaced by other transport, we will give audible and visual information to enable disabled people to find the substitute transport.
3.3 Trains
Accommodation
3.3.1
A list of the different types of rolling stock used by NI Railways and the routes they normally run over can be found in Appendix 2.
3.3.2
All NI Railways trains are planned to provide a wheelchair space within the Standard saloon area. All Cross Border trains also provide a wheelchair space in First Class compartment. All of this accommodation can be reserved by means of the Translink Call Centre. All trains are accessible by wheelchairs having a maximum width of 750 millimetres.
3.3.3
Customers wishing to reserve a Standard Cross Border wheelchair space will be provided with a complimentary upgrade to First Plus, (subject to availability), if all Standard spaces have already been booked. This upgrade facility is also available for one travelling companion. Customers wishing to specify travel in First Plus are charged the appropriate First Plus fare, including “NI Railways First Plus Upgrade” when applicable.
3.3.4
The location of wheelchair spaces is clearly indicated on the exterior of the train by the wheelchair users’ logo by the appropriate door. Ramps are available at all stations and are carried on all trains to assist wheelchair users to board or alight, and help with luggage will also be provided. At terminal stations we seek to ensure that such assistance is provided within ten minutes of the train’s arrival.
3.3.5
Wheelchair accessible toilets are provided on all Cross Border and CAF 3000 trains.
3.3.6
All Cross Border, CAF 3000 and 450 Class trains have powered external doors.
3.3.7
Unfortunately many of the larger outdoor runabout powered scooters cannot be conveyed, on NI Railways trains due to problems with their weight, dimensions and maneuverability. Advise can be sought form the Translink Call Centre.
3.3.8
All trains have a number of ‘priority’ seats available for customers who require additional leg room, which may include those with an assistance animal.
Onboard Service
3.3.9
All NI Railways onboard staff are briefed to look out for customers with specific needs and to offer appropriate assistance when necessary, including help to alight from the train.
3.3.10
All NI Railways trains have public address equipment. Cross Border and CAF 3000 trains also have a visual display in each coach showing the train’s destination, and the next stop. On-board staff make clear announcements when delays occur. Customers who may have difficulty hearing such announcements should advise the on-board staff at the earliest opportunity.
3.3.11
Cross Border trains have an on-board Catering service which is open throughout the journey. Assistant Animals are allowed access to all vehicles where food is
served. Our on-board staff will be happy to serve refreshments at seat to disabled customers unable to visit the catering car.
3.3.12
All on-board staff are encouraged to provide the highest levels of customer service and are empowered to resolve appropriate issues ‘on the spot’. In addition, all NI Railways customer service teams are empowered to make arrangements for individual customers at times of severe service disruption, in liaison with their line manager or Control Office.
3.3.13
In the event of serious delay particular regard is paid to the requirements of customers with disabilities and those having impaired mobility. Anyone requiring help or advice, is encouraged to make themselves known to the on-board staff.
Communication
3.3.14
All NI Railways trains have mobile telephones available for crew use. In addition, the Control office is in constant communication with on-board staff by radio-pager. These communication links enable customer messages to be passed on in the event of travel plans being changed for any reason and, if necessary also facilitate the arranging of additional help during the course of a journey.
3.3.15
In the event that facilities on trains which materially affect disabled passengers are out of use (eg. accessible toilets), we will endeavour to ensure that passengers are advised of this before joining the train.
3.4 Evacuation Arrangements
3.4.1
We recognise that disabled passengers may need extra assistance at times of train or station evacuation.
3.4.2
We have written procedures for our station and on-board staff to follow in such circumstances which deal specifically with the arrangements for dealing with disabled passengers.
3.5 After Sales Service
3.5.1
We welcome comments on any aspect of our service, including information about facilities which are not working. Comments may be made by contacting any member of our station or on-board team, by telephone, or in writing by letter, email to:
Customer Services Department
NI Railways
Central Station
East Bridge Street
BELFAST
BT1 3PB
Telephone: 028 9089 9400
(available during normal office hours)
Textphone: 028 9038 7505
Email: feedback@Translink.co.uk
3.5.2
Normally the NI Railways Customer Services team will respond to customers in writing, and if requested to do so will reply in an appropriate format.
3.5.3
Copies of this Disabled People’s Protection Policy are obtainable free of charge from the Translink Website and all Stations. The Policy can be obtained in alternative formats on request.
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