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 major English cities including Newcastle, Leeds,
Sheffield, Manchester, Bristol and Southampton as well as the
capitals of Wales and Scotland.
This document sets out our current arrangements for meeting the
needs of customers who are disabled, or whose mobility is impaired.
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.
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 Equality Act 2010
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.
We will work closely with Passenger Focus, the Disabled Persons
Transport Advisory Committee (DPTAC), other groups representing the
interests of disabled passengers and the Department for Transport
(DfT) in order to continuously improve the levels of service we
offer disabled customers.
Assistance for Passengers
If you need support or assistance in making your journey our
JourneyCare service is here to help. Our dedicated staff can
provide information about CrossCountry services, (including details
of changed arrangements due to engineering work), the services
available at the stations we stop at, and arrange any assistance
you will need when you make your journey. You can also buy
tickets for your journey through the JourneyCare service.
Although our JourneyCare team is dedicated to CrossCountry, they
have access to the national Stations Made Easy and Knowledgebase
databases and will be happy to help you wherever you're planning to
travel on the national rail network, regardless of the train
operating company involved. Their details follow:
A summary of the JourneyCare (Journey Care) contact details
Alternatively, you may want to contact your local station's
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
Passenger Assist system . We strongly 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.
As we do not operate any stations, any assistance provided
before or after boarding the train will be provided by that
station's operator. We will ensure that information regarding
any changes to the service provided is made available at the
earliest opportunity and appropriate alternatives are offered to
enable you to make your journey.
Alternative accessible 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 appropriate 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 (such as provision
of a suitable taxi) at no additional cost to you.
Where trains are replaced by other modes of transport, we will
give aural and visual information to enable disabled people to find
suitable transport.
As we do not operate any stations we work with station operators
to ensure that when or where a station is inaccessible, suitable
alternative arrangements are provided. Our JourneyCare
service can provide details of your nearest accessible station or
arrange an alternative form of transport (such as a suitable taxi)
to your nearest accessible station according to your needs and the
station operators own policy.
Passenger information
We recognise that clear, concise information can make a real
difference in making travelling by train easier. You can get
detailed information about our services and the stations we stop at
through our JourneyCare service. And you can request this
information in alternative written or audio formats.
Alternatively, our website gives full details of station
facilities. We work with the station operators to ensure this
information is as up-to-date and accurate as possible.
The live database - 'Stations Made Easy' - also gives details of
accessibility and facilities at all national rail stations.
This database is updated as required to take account of
temporary or permanent changes to accessibility facilities.
It can be accessed through the National Rail Enquiries
website at: www.nationalrail.co.uk/stations
or by calling 08457 48 49 50). Updates including live train
service information and details of planned engineering works can
also be obtained from National Rail Enquiries, either by telephone
or online.
Copies of this document are made available free of charge from
all staffed stations which CrossCountry serve.
Tickets and fares
You can buy your ticket our website - crosscountrytrains.co.uk -
for travel on any train in Great Britain. If there's time we will
send your tickets to your home address or arrange for you to
collect them from a self service machine if the facility is
available at the station where your journey starts. You can
also print off your tickets at home or at work for many of our
services.
Our website is the best place to find our cheapest tickets, plus
you can buy tickets in conjunction with a Disabled Persons Railcard
if you have one. If you're also booking assistance,
please check that this can be provided for the journey you want to
make with our JourneyCare team before confirming your ticket
purchase.
Discounts for Disabled Passengers
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).
You can get a copy from any staffed station or by phoning the
Disabled Persons Railcard Application helpline on 0845 605 0525 or
by using the Disabled Persons
Railcard website:
www.disabledpersons-railcard.co.uk.
Passengers travelling in their own wheelchair are entitled to a
discount on some fares even if they do not hold a Railcard. A
companion is also eligible for the same discount.
Customers with visual impairments are also eligible for some
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. You must provide documentary evidence of
your disability. Your companion will also receive the same
discount.
Other ways to buy your ticket
- You can buy your ticket by calling our JourneyCare reservation
service in good 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 if a suitable one is
available at the station where your journey starts.
- You can buy your ticket from any station ticket office for
travel on any train journey.
- Self service ticket machines are available at a number of
stations.
If disability prevents you from buying your ticket before
boarding the train our staff will still offer you the same range of
walk-up fares on the train as those available at stations, with the
appropriate Disabled Persons Railcard reduction if applicable.
At the station
We call at over 100 stations, ranging from major terminals to
unstaffed stations, but do not operate any of them. Details
of station operators are shown at the end of this document.
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.
At stations where our services call we have formal agreements in
place with the relevant station operators (either another Train
Operating Company or Network Rail). These agreements require
them to arrange mobility assistance at staffed and unstaffed
stations according to the station operators own policy. We
regularly review the effectiveness of these arrangements with the
station operators. The table at the end of this document
shows the station operator at each of the stations where we stop.
At some stations assistance is only available at certain
times. Our JourneyCare team will be able to advise regarding
alternative travel arrangements. Where such help will be
required it needs to be pre-arranged using the Passenger Assist
system.
CrossCountry undertakes joint contract audits with other station
operators to review the 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.
Specifically, we work with the station operators to ensure
that:
- changes to a station's infrastructure does not impede the
ability of disabled passengers to access the station, and that any
changes are publicised appropriately and through the 'Stations made
easy' database
- clear, consistent and up-to-date information about train
departures is provided both aurally and visually
- information points are provided at larger to provide
information regarding station facilities, train times, service
disruption and connecting transport in a useful, clear manner
- ticket machines provided at stations are accessible and can
sell tickets offering the Disabled Persons Railcard
reduction
- any ticket gates are either staffed or locked open. Where
gates are in place, a wide gate is always available for those
passengers who find the narrow gates difficult or impossible to
use.
- booked assistance with luggage is provided by station staff,
and they assist as much as they are able when assistance is not
pre-booked
- any left luggage facilities (including lockers) offered at
stations are accessible to all users
- suitable ramps at stations to assist in boarding the train are
provided (all our trains carry ramps to enable disabled passengers
to board / alight from the train at stations where ramps may not be
available)
- every effort is made to ensure disabled passengers' access to
station facilities operated by third parties - e.g. shops and
services
On the train
Aural and visual information
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 within two
minutes 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.
Seats on trains
You can reserve a seat on many of our trains, and with some
types of tickets you will get a seat reservation
automatically. When you buy your tickets on our website, you
can choose where you want to sit from a plan of the train layout,
and reserve that seat if it is available.
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 Passenger Assist system and
they are only made generally available when all other reservable
seats are booked.
If you travel without a reservation our on-train staff will do
their best to ensure you get a seat.
Travelling with a wheelchair
All our trains can carry manual or powered wheelchairs, but
these need to be within the following dimensional and weight
limitations:
| Dimension |
Value |
| Width |
700 millimetres |
| Length (including footplates) |
1200 millimetres |
| Height (including customer) |
1350 millimetres |
| Weight (including customer) |
300 kilograms |
All trains have a wheelchair space in Standard class. Our
Voyager trains and High Speed Trains also have a wheelchair space
in First Class. The location of wheelchair spaces is clearly
indicated on the exterior of the train by the wheelchair users'
logo next to the appropriate door.
Wheelchair accessible toilets are available close to the
wheelchair accommodation.
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 that:
We will ensure that any spaces dedicated for wheelchairs are not
used for any other purpose and the need to keep these spaces clear
is a specific part of our luggage policy.
Travelling with Scooters
Our trains can convey only certain types of mobility
scooter. Many of the larger powered scooters cannot be
conveyed on CrossCountry due to their weight, dimensions and lack
of manoeuvrability. They may also pose a safety risk to other
passengers. Scooters with a small triangular footprint may,
however, be able to obtain access. You should seek advice
from the JourneyCare team.
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. It
should be stowed in the luggage rack or dedicated luggage
compartment located in coach D of our Voyager trains
Our rolling stock
A list of the different types of rolling stock used by
CrossCountry and the routes on which they normally run is shown
below.
In every case, a wheelchair accessible toilet is provided close
to each wheelchair space.
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 alighting from the train.
To make the most of your journey we offer 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
Catering is not provided at all on some services and may not be
available throughout the entire length of the journey. Our on-board
team will be more than happy to help you with any specific
queries.
Making connections
You can travel by CrossCountry to reach many 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 ensure that this change can be made as easily as
possible by suggesting alternative connecting stations or through
the use of station assistance. 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 alternative interchange locations to Birmingham New
Street, as this can be a difficult place to change between
trains. These include Cheltenham Spa, Derby, Leamington Spa
and Wolverhampton. These stations can often be easier and
more convenient places to change trains. Please call our
JourneyCare team on 0844 811 0125 for advice on connections - our
JourneyCare team will also be able to book your tickets on any
operator's services.
We will also work with station operators to request that other
transport connecting with stations is accessible, or an accessible
alternative is provided as far as is reasonably practicable.
Disruption to facilities and services
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 paid to the requirements
of customers with disabilities and those whose mobility is
impaired. Anyone requiring help or advice, is encouraged to
make themselves known to on-board staff.
All on-board staff are encouraged to provide the highest levels
of customer service and are empowered to resolve appropriate issues
'on the spot'. They 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
officers who will provide each station with your updated travel
plan.
Contact us
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 in any common audio
format.
Alternative formats
Copies of this document are made available free of charge from
all staffed stations which CrossCountry serve. The Policy can
be obtained in alternative formats on request such as large print
and any common audio format. We will supply this within seven
working days.
Station accessibility information
While we do not operate any stations, we work with the relevant
station operators to ensure they provide the best service possible
to disabled customers. These operators also have their own
Disabled Persons Protection Policy to ensure that all passengers
receive the assistance which they need.
The table below shows the station owner at each of the stations
where we stop, along with contact details for their Customer
relations departments.
On some occasions, to allow track improvement work to take
place elsewhere, we serve the following stations
First Class
Larger, reclining seats, more table space, plus complimentary food and drink.
Food and drink
Relax and enjoy a variety of food and drink served at your seat.
Places
We cross more of the country than any other train company in Britain.
