Improving accessibility across bus and rail
It is critical as a public transport operator that we empower our passengers to feel confident in using our services.
Go-Ahead's rail and bus operators are committed to supporting travel for all.
All our bus and rail services are fully accessible for wheelchairs and all colleagues in customer-facing roles must undertake disability awareness training.
However, we know there is even more we can do to improve people's experiences. Brighton & Hove Buses received the Highest Leader status under the Department for Transport Leaders Scheme in 2020 - one of only two operators to achieve this feat.
Accessibility initiatives at Brighton & Hove Buses and Metrobus include:
- A 'Helping Hand' scheme that customers can discreetly and directly provide to a bus driver with written instructions - such as "Please face me, I lip read", "I have epilepsy" and "Please call out my stop" (read here)
- Ensuring all buses have dementia-friendly floors, with all colleagues being trained as Dementia Friends
- Opening travel shops as 'safe havens'
Meanwhile, Govia Thameslink Railway (GTR) and Go North East recognise the sunflower lanyard scheme. By wearing a lanyard, passengers can signal to our colleagues that they may need extra assistance.
GTR also set out numerous accessibility improvements in 2021, which include:
- Retraining all 3,000 customer-facing colleagues
- Reducing the time needed for pre-booked assistance on trains
- Mobile support teams to reach 41 staffed or partly-staffed stations
- Clearer signposting at 38 of GTR's larger stations to show people where to find assisted travel information, such as ticketing and timetabling
- Additional 'try a train' days