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. 9b. Helping Hand for Drivers and Customers - Please lower the ramp B.jpg

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

Find out more

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