An introduction to CrossCountry
Welcome to CrossCountry’s Disabled People’s Protection Policy (DPPP). We are the operator of the CrossCountry franchise.
Covering over 1,400 route miles and calling at over 100 stations – stretching from Aberdeen to Penzance, and from Stansted to Cardiff – CrossCountry is the most extensive rail network in Great Britain. With Birmingham at its core, CrossCountry provides fast services to the major English cities including Newcastle, Leeds, Sheffield, Manchester, Bristol and Southampton as well as the capitals of Wales and Scotland.
You can travel CrossCountry to reach most parts of the country and if there’s not a direct train, you can get to many places by making one change. Where a change of train is necessary we will try our utmost to ensure that this change can be made as easily as possible.
Improving physical access for disabled customers brings broader benefits to others including older people, expectant mothers and parents with small children. Improving the design of information to benefit people with learning difficulties or with impaired vision or hearing can also help people who are unfamiliar with railway timetables.
We will support independent travel as far as possible, with the standards of information and access raised across the board so that customers with mobility difficulties have more confidence in travelling.
This Disabled People’s Protection Policy sets out our current arrangements for meeting the needs of customers who are disabled, or whose mobility is impaired. It also details our plans for further improving accessibility and on-board service which will benefit all customers who choose to travel with us.
View public guide - making rail accessible: helping older and disabled passengers PDF
View policies and practices for making rail accessible PDF
Policy statement
At CrossCountry our policy is to maintain, and improve, current standards of accessibility to services for people with disabilities or whose mobility is impaired.
We will take account of provisions within The Disability Discrimination Act (1995) working with other rail industry partners to ensure compliance where complementary services (such as station services) are supplied under contract. We strive to deliver a high standard of care to all of our customers.
CrossCountry is committed to delivering the standards set out in the Department for Transport publication “Train and Station Services for Disabled Passengers, a Code of Practice” (issued April 2002). This publication will be referred to as the Code of Practice throughout this document. CrossCountry will also adhere to the ATOC “Good Practice Guide”.
There may be occasions where we need to obtain dispensation from the Code of Practice. Where this is required in relation to rolling stock refurbishment, or new, renewed or enhanced facilities and services on trains or at stations, dispensation will be sought at an early stage in the design process, but only after every effort has been made to meet the standards in the Code.
We will work closely with Passenger Focus, the Disabled Persons Transport Advisory Committee, other representative disabled groups and the Department for Transport in order to continuously improve the levels of service we offer disabled customers.
This policy is a ‘live’ document and is always under development. We will carry out a full review annually with each version approved by the Department for Transport.
This policy covers accessibility on our fleet of trains. These are identified in Appendix A. We are unique in that all of the stations we serve are owned by other train operators or Network Rail. Whilst these stations will be operated under their own policies, CrossCountry have legal agreements in place with these operators to ensure the highest standards for all passengers.
Planning your journey
Information about CrossCountry services, (including details of changed arrangements due to engineering work), and the services available at the stations at which we stop can be obtained from the CrossCountry JourneyCare reservation service. This service also allows you to make a reservation, arrange necessary assistance and, using most debit or credit cards, purchase the ticket for the journey.
This JourneyCare team is dedicated to CrossCountry. Their details follow:
Alternatively, you may want to contact your local Train Operating Company. They will be able to provide information, reserve seats or wheelchair accommodation on CrossCountry services as well as arranging assistance for any rail journey.
To ensure that the best possible assistance is provided we recommend that you give a minimum of 24 hours notice. JourneyCare allows reservations to be made through the Assisted Passenger Reservation Service (APRS). We recommend that reservations are made. There will however be occasions where this may not be possible. In these circumstances, we will do everything possible to provide the appropriate accommodation and all necessary assistance.
If you have not pre-arranged your journey please advise the Train Crew, who will endeavour to arrange help for you. Priority will however be given to customers who have booked assistance and spaces/seats in advance.
We call at over 100 stations these range from major terminals to unstaffed stations. Details of who owns each of these stations is shown in Appendix B. Levels of accessibility and assistance vary considerably. There is a live database containing accessibility details for all stations throughout the national network. This database is updated as required to take account of temporary or permanent changes to accessibility facilities. It can be accessed through National Rail Enquiries (08457 48 49 50). Updates including live train service information and details of planned engineering works can also be obtained from National Rail Enquiries.
Purchasing your ticket
Disabled Persons Railcard
The Disabled Persons Railcard is welcomed for purchasing reduced price travel on all CrossCountry trains. This allows you, and an adult companion travelling with you, to get 1/3 off most Standard and First Class fares throughout Great Britain.
Details are available in the Rail Travel Made Easy leaflet, published by the Association of Train Operating Companies (ATOC). Copies are available at staffed stations or by phoning the Disabled Persons Railcard Application helpline on 0845 605 0525 or by using the Disabled Persons Railcard website.
CrossCountry supports the introduction of new ticket machines at the stations we serve. Where new self service ticket machines are introduced we will work with the procuring operator to ensure that they are programmed to issue tickets for use in conjunction with the Disabled Persons Railcard.
Passengers travelling in their own wheelchair are entitled to the Disabled Persons Railcard discount even if they do not hold a Railcard. A companion is also eligible for a discount. Customers with visual impairments are also eligible for reduced fares even if they do not have a Railcard. If you have a visual impairment you must be travelling with a companion to be eligible for a discount. This companion will also receive a discount.
If disability prevents you from buying your ticket before boarding the train our staff will still offer you the full range of fares on the train with the necessary Disabled Persons Railcard reduction if required.
Online
You can buy your ticket and request assistance (48 hours in advance) through this website for travel on any train in Great Britain. If there’s time we will send it to your home address or arrange for you to collect it from a self service machine at your local station if one is available.
By Telephone or Textphone
You can buy your ticket by calling our JourneyCare reservation service ahead of time on 0844 811 0125 or by textphone on 0844 811 0126. We will send it to your home address or arrange for you to collect it from a self service machine at your local station if one is available.
Ticket Offices
You can buy your ticket from any station ticket office for travel on any train journey.
Self Service ticket machines
Self service ticket machines are available at a number of stations.
During your journey
Stations
The ease of access and the facilities and assistance available at stations varies considerably. Most stations 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 a number of stations across the national rail network and we will actively work with station operators in the planning of upgraded facilities.
CrossCountry does not operate any stations. At stations at which our services call we have Station Access Agreements in place with the relevant station operators (either other Train Operating Companies or Network Rail). These agreements require them to arrange mobility assistance at stations where staffing is provided. We regularly review the effectiveness of these arrangements with the other operators. Appendix B shows the station owner at each of the stations where we stop. At some stations assistance is only available at certain times. Journey Care will be able to advise regarding alternative travel arrangements. Where such help will be required it needs to be pre-arranged using the APRS.
Many of our customers start or finish their journeys on train services provided by other Train Operating Companies. CrossCountry will liaise with other train and station operators to review, and where practical improve interchange arrangements for all customers. We have identified 4 alternative interchange locations to Birmingham New Street, as this can be a difficult place to change between trains. These are Cheltenham Spa, Derby, Leamington Spa and Wolverhampton. These stations can often be easier and more convenient places to change trains. Please call 0844 811 0125 for advice on connections.
CrossCountry undertakes joint contract audits with other station operators to review provision of services and facilities. Review of the facilities and services provided for customers with disabilities, or whose mobility is impaired, forms an important feature of these audits.
Trains
Wheelchair accommodation
A list of the different types of rolling stock used by CrossCountry and the routes on which they normally run can be found in Appendix A.
All our trains can carry manual or powered wheelchairs, but these need to be within the following dimensional and weight limitations:
Unfortunately many of the larger powered scooters cannot be conveyed on CrossCountry due to their weight, dimensions and manoeuvrability. However users of models with a small triangular footprint may be able to obtain access. You should seek advice from the JourneyCare reservation service. Users with models which can be folded down into lightweight manageable components may take their scooter onto the train as luggage. Customers or a travelling companion will need to be able to carry the folded scooter on or off the train.
Ramps are available at staffed stations served by CrossCountry. All our trains also carry ramps, we are therefore able to offer assistance to and from the train at unstaffed stations provided:
- Wheelchair access/egress is available between the platform and station entrance is possible
- The wheelchair user has arranged his/her own assistance to/from the platform or can move around the station unaided.
Priority spaces
All trains have a wheelchair space available in Standard class. Our Voyager trains and High Speed Trains also have a wheelchair space in First Class. Wheelchair accessible toilets are available local to the wheelchair accommodation.
The location of wheelchair spaces is clearly indicated on the exterior of the train by the wheelchair users’ logo by the appropriate door.
All our trains have a number of ‘priority’ seats available for customers who require additional space. Reservation of these seats is also controlled through the Assisted Passenger Reservation Service and are only made generally available when all other reservable seats are booked.
On-board service
Our on-board staff are briefed to look out for customers who need extra help and to offer appropriate assistance when necessary, including help on alighting from the train.
Make the most of your journey and enjoy a wide range of food and drink, all served to you at your seat, on many of our long-distance services. Our at-seat service is available between 06.00 and 20.00 on services between Birmingham New Street and:
> Bristol Temple Meads / Plymouth
> Manchester Piccadilly
> Newcastle / Edinburgh
> Reading / Bournemouth
Our on-board team will be more than happy to help you with any specific queries.
Our customer service training includes training in relation to disability. This includes appreciation of the widest definition of “disability” including, for example those temporarily disabled through illness, injury or surgery, sufferers from epilepsy, ME, arthritis, or cerebral palsy and people with learning difficulties, impaired vision or speech impediments, in addition to wheelchair users. Other staff, including those in management roles, are given briefings to improve disability awareness. We seek to continuously improve the quality of our training programmes through consultation with specialist bodies. Details of our staff training, including the number of people trained will be provided to the DfT annually or as otherwise requested.
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 our customer service teams are empowered to make arrangements for individual customers at times of severe disruption, in liaison with the Customer Service Support Managers located in our Control offices.
Service Disruption
There are occasions where train services may be disrupted. In the event of serious delay we want to ensure that the needs of all customers are met, with particular regard is paid to the requirements of customers with disabilities and those having impaired mobility. Anyone requiring help or advice, who has not booked assistance in advance, is encouraged to make themselves known to on-board staff.
The Assisted Passenger Reservation Service provides us with details of all customers who have reserved accommodation or pre-arranged mobility assistance. This information is also available in the CrossCountry Control so that it can be referred to in the event that changes have to be made to the trains itinerary in response to operational contingencies, or should there be an emergency involving the train.
Communication
All trains have public address equipment. Our Voyager and Turbostar trains also have a visual display in each coach showing the train's destination and next stop. The on-board team will make clear announcements when delays occur and prior to each station sufficiently in advance to enable customers to be ready to alight. Customers who may have difficulty hearing such announcements should advise a member of the on-board team at the earliest opportunity.
All our Train Managers and Senior Conductors have access to mobile phones. In addition, the Customer Service Support Managers in our Control offices are in constant touch with all train crew 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 arrangement of additional help during the course of the journey.
In the event that facilities on trains which materially affect disabled customers are out of use (e.g. accessible toilets), we will endeavour to ensure that passengers are advised of this before joining the train.
Replacement Transport
Where practicable we will ensure that provisions are made for disabled customers when procuring taxi and bus services. When negotiating such contracts priority will be given to companies with accessible vehicles.
Where there is a requirement to replace trains with buses, we will endeavour to provide accessible vehicles to enable disabled customers 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.
Where trains are replaced by other modes of transport, we will give aural and visual information to enable disabled people to find suitable transport.
Evacuation Arrangements
We recognise that disabled customers may need special assistance at times of train or station evacuation.
We have written procedures for our on-board staff to follow in such circumstances which deal specifically with the arrangements for dealing with disabled customers.
Improvements to our trains
We are investing in improvements to our train fleet. During 2009 we will be refurbishing our fleet of Voyager trains. Following completion of this refurbishment programme, these trains will offer an at-seat trolley service providing a wide range of refreshments.
We recognise that sometimes small changes, such as clear signs or clarity and audibility of announcements can make a significant improvement to the journey of all customers, especially those with disabilities.
As well as the on-going Voyager refurbishment programme we have introduced refurbished High Speed Trains and completed the refurbishment of our Turbostar trains, which operate between Cardiff and Nottingham, and Birmingham and Stansted Airport. Our refurbished High Speed Trains and Turbostars are RVAR compliant as far as is reasonably practicable.
Management Arrangements
We aim to provide easy access and excellent customer service for all CrossCountry customers. We will regularly review our arrangements and service provision and continue to introduce improvements as quickly as is reasonably practical. All members of staff have a duty to provide assistance and information to customers with disabilities.
Responsibility for this policy will lie with our Customer Service Director. They will ensure that it is integrated into business plans and the planning stage of all major projects. The Customer Service Director will ensure that the requirements of customers with special needs are represented at board level with briefings to all members of staff.
In order to monitor progress and compliance, an annual review of this policy will take place with a response sent to the DfT on each anniversary of the approval of this policy. We will detail progress made in achieving objectives and any difficulties experienced with the implementation of the policy.
We will ensure that we are represented on the ATOC Disability Group and any working parties set up by that group to investigate ways in which accessibility may be improved. Through ATOC, we will liaise with various disabled groups and representative organisations to ensure that the needs of disabled people are fed into our business.
Contacting us
We welcome your comments and will take these into consideration in reviewing and implementing this Policy. Comments on any aspect of our service, including information about facilities which are not of the expected standard are welcome.
You can send your comments from the help page of this website. Comment forms are available from stations we call at or by telephoning, or writing to:
Customer Relations Manager
CrossCountry
5th Floor, Cannon House
18 The Priory Queensway
Birmingham
B4 6BS
Telephone: 08447 369 123
Fax: 0121 200 6005
Textphone: 0121 200 6420
e-mail: customer.relations@crosscountrytrains.co.uk
Website: crosscountrytrains.co.uk
We are open from 08.30 to 20.00 Monday to Friday and Saturday 09.00 to 16.00.
Normally the CrossCountry Customer Relations team will respond to customers in writing, and if requested to do so will reply in large print, by telephone, textphone, or on audio tape.
Copies of this Disabled People’s Protection Policy are made available free of charge from the CrossCountry Customer Relations Manager at the address above. The Policy can be obtained in alternative formats on request such as large print and audio tape.
Appendix A – Our trains
In every case, a wheelchair accessible toilet is provided local to each wheelchair space.
Appendix B – stations we stop at
On some occasions, to allow track improvement work to take place elsewhere, we serve the following stations