Accessible Travel Policy

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Our Commitments to providing assistance

CrossCountry is committed to helping people to use the railways confidently, taking into account the wide range of different needs of the communities we serve. CrossCountry strives to provide rail services which are truly accessible to all, so that customers can travel in confidence, safe in the knowledge that extra help is available at each stage of their journey, when needed.

Our commitment to helping all customers, particularly passengers with specific access needs to travel in confidence includes offering the following:

  • assistance at our stations and our trains, or when making connections
  • alternative accessible transport when our trains or the stations we serve are inaccessible
  • clear, consistent and up-to-date customer information
  • a range of discounts to reduce the cost of travel for disabled people and a companion

This document, our Accessible Travel Policy, sets out our policies and approach towards providing assistance for older and disabled customers, and those who simply need some extra help to make their journey.

Our customer leaflet, Making Rail Accessible provides a practical guide, explaining what we do to assist older and disabled customers who travel with us and the standards of service they can reasonably expect. It is available at all staffed stations which we serve and on our website: crosscountrytrains.co.uk/accessibletravel

In this document, we provide information to help you understand how we plan to meet your expectations when you are travelling with CrossCountry. We will explain how to find details of the assistance available, facilities and information you will need to help you to plan your journey.


Policy Summary

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(including those which are less obvious), the elderly or those 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 Transport Focus, the Disabled Persons Transport Advisory Committee (DPTAC) and other local and nationwide user groups representing the interests of disabled passengers, in order to continuously improve the levels of service we offer disabled customers. We also work closely with our station colleagues and suppliers to ensure that sufficient resource is made available, not only to deliver Passenger Assistance but to continuously look for ways to improve the passenger experience.

Our policy is a ‘live’ document and is always under development. We will carry out a full review annually with each version approved by the Office of Rail and Road (ORR).

 


Contact 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 in any common format (such as audio or textphone).

You can contact us via:

Telephone: 03447 369123

Fax: 0121 200 6005

Textphone: 0121 200 6420

E-mail: customer.relations@crosscountrytrains.co.uk

Website: crosscountrytrains.co.uk

Twitter: @crosscountryuk

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 People’s Protection Policy setting out their arrangements for assisting passengers at their stations.

The most up-to-date information on what is available at each station can be easily located at www.nationalrail.co.uk/stations.

The table below shows the station owner at each of the stations where we stop, along with contact details for their Customer relations departments.

Station Station operator Website Passenger Assistance number
Aberdeen ScotRail www.scotrail.co.uk 0800 912 2901
Alnmouth Northern www.northernrail.org 0808 1561 606
Arbroath ScotRail www.scotrail.co.uk 0800 912 2901
Ashchurch for Tewkesbury Great Western Railway www.gwr.com 0800 316 1323
Attenborough East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Audley End Greater Anglia www.greateranglia.co.uk 08000 282 878
Banbury Chiltern Railways www.chilternrailways.co.uk 03456 005 165
Basingstoke South Western Railway www.southwesternrailway.com 0800 528 2100
Bath Spa Great Western Railway www.gwr.com 0800 316 1323
Beeston East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Berwick-upon-Tweed LNER www.lner.co.uk 03457 225 225
Birmingham International Avanti West Coast www.avantiwestcoast.co.uk 0800 158 123
Birmingham New Street Network Rail www.networkrail.co.uk 0808 1561 606
Bodmin Parkway Great Western Railway www.gwr.com 0800 316 1323
Bournemouth South Western Railway www.southwesternrailway.com 0800 528 2100
Bristol Parkway Great Western Railway www.gwr.com 0800 316 1323
Bristol Temple Meads Network Rail www.networkrail.co.uk 03457 000 125
Brockenhurst South Western Railway www.southwesternrailway.com 0800 528 2100
Bromsgrove West Midlands Railway www.westmidlandsrailway.co.uk 0800 092 4260
Burton-on-Trent East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Caldicot Transport for Wales www.tfwrail.wales/ 0333 005 0501
Camborne Great Western Railway www.gwr.com 0800 316 1323
Cambridge Greater Anglia www.greateranglia.co.uk 08000 282 878
Cardiff Central Transport for Wales www.tfwrail.wales 0333 005 0501
Cheltenham Spa Great Western Railway www.gwr.com 0800 316 1323
Chepstow Transport for Wales www.tfwrail.wales 0333 005 0501
Chesterfield East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Chester-le-Street Northern www.northernrail.org 0800 138 5560
Coleshill Parkway West Midlands Railway www.westmidlandsrailway.co.uk 0800 092 4260
Congleton Northern www.northernrailway.co.uk 0808 1561 606
Coventry Avanti West Coast www.avantiwestcoast.co.uk 0800 158 123
Crewe Avanti West Coast www.avantiwestcoast.co.uk 0800 158 123
Cupar ScotRail www.scotrail.co.uk 0800 912 2901
Darlington East Coast www.eastcoast.co.uk 03457 225 225
Dawlish Great Western Railway www.gwr.com 0800 316 1323
Derby East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Doncaster LNER www.lner.co.uk 03457 225 225
Dunbar ScotRail www.scotrail.co.uk 0800 912 2901
Dundee ScotRail www.scotrail.co.uk 0800 912 2901
Durham LNER www.lner.co.uk 03457 225 225
Edinburgh Waverley Network Rail www.networkrail.co.uk 03457 000 125
Ely Greater Anglia www.greateranglia.co.uk 08000 282 878
Exeter St. Davids Great Western Railway www.gwr.com 0800 316 1323
Filton Abbey Wood Great Western Railway www.gwr.com 0800 316 1323
Glasgow Central Network Rail www.networkrail.co.uk 03457 000 125
Gloucester Great Western Railway www.gwr.com 0800 316 1323
Guildford South Western Railway www.southwesternrailway.com 0800 528 2100
Hayle Great Western Railway www.gwr.com 0800 316 1323
Haymarket ScotRail www.scotrail.co.uk 0800 912 2901
Hinckley East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Inverkeithing ScotRail www.scotrail.co.uk 0800 912 2901
Kirkcaldy ScotRail www.scotrail.co.uk 0800 912 2901
Ladybank ScotRail www.scotrail.co.uk 0800 912 2901
Leamington Spa Chiltern Railways www.chilternrailways.co.uk 03456 005 165
Leeds Network Rail www.networkrail.co.uk 03457 000 125
Leicester East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Leuchars ScotRail www.scotrail.co.uk 0800 912 2901
Liskeard Great Western Railway www.gwr.com 0800 316 1323
Long Eaton East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Lostwithiel Great Western Railway www.gwr.com 0800 316 1323
Lydney Transport for Wales www.tfwrail.wales 0333 005 0501
Macclesfield Avanti West Coast www.avantiwestcoast.co.uk 0800 158 123
Manchester Piccadilly Network Rail www.networkrail.co.uk 03457 000 125
Manea Greater Anglia www.greateranglia.co.uk 08000 282 878
March Greater Anglia www.greateranglia.co.uk 08000 282 878
Markinch ScotRail www.scotrail.co.uk 0800 912 2901
Melton Mowbray East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Montrose ScotRail www.scotrail.co.uk 0800 912 2901
Morpeth Northern www.northernrail.org 0800 138 5560
Motherwell ScotRail www.scotrail.co.uk 0800 912 2901
Narborough East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Newcastle LNER www.lner.co.uk 03457 225 225
Newport (South Wales) Transport for Wales www.tfwrail.wales 0333 005 0501
Newquay Great Western Railway www.gwr.com 0800 316 1323
Newton Abbot Great Western Railway www.gwr.com 0800 316 1323
Nottingham East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Nuneaton West Midlands Railway www.westmidlandsrailway.co.uk 0800 092 4260
Oakham East Midlands Railway www.eastmidlandsrailway.co.uk 03457 125 678
Oxford Great Western Railway www.gwr.com 0800 316 1323
Paignton Great Western Railway www.gwr.com 0800 316 1323
Par Great Western Railway www.gwr.com 0800 316 1323
Patchway Great Western Railway www.gwr.com 0800 316 1323
Penzance Great Western Railway www.gwr.com 0800 316 1323
Peterborough LNER www.lner.co.uk 03457 225 225
Plymouth Great Western Railway www.gwr.com 0800 316 1323
Reading Network Rail www.networkrail.co.uk 03457 000 125
Redruth Great Western Railway www.gwr.com 0800 316 1323
Severn Tunnel Junction Transport for Wales www.tfwrail.wales 0333 005 0501
Sheffield East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
South Wigston East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Southampton Airport Parkway South Western Railway www.southwesternrailway.com 0800 528 2100
Southampton Central South Western Railway www.southwesternrailway.com 0800 528 2100
Spondon East Midlands Railway www.eastmidlandsrailway.co.uk 03457 125 678
St Austell Great Western Railway www.gwr.com 0800 316 1323
St Erth Great Western Railway www.gwr.com 0800 316 1323
Stafford Avanti West Coast www.avantiwestcoast.co.uk 0800 158 123
Stamford East Midlands Trains www.eastmidlandsrailway.co.uk 08000 11 33 23
Stansted Airport Greater Anglia www.greateranglia.co.uk 08000 282 878
Stockport Avanti West Coast www.avantiwestcoast.co.uk 0800 158 123
Stoke-on-Trent Avanti West Coast www.avantiwestcoast.co.uk 0800 158 123
Stonehaven ScotRail www.scotrail.co.uk 0800 912 2901
Tamworth West Midlands Railway www.westmidlandsrailway.co.uk 0800 092 4260
Taunton Great Western Railway www.gwr.com 0800 316 1323
Teignmouth Great Western Railway www.gwr.com 0800 316 1323
Tiverton Parkway Great Western Railway www.gwr.com 0800 316 1323
Torquay Great Western Railway www.gwr.com 0800 316 1323
Totnes Great Western Railway www.gwr.com 0800 316 1323
Truro Great Western Railway www.gwr.com 0800 316 1323
University West Midlands Railway www.westmidlandsrailway.co.uk 0800 092 4260
Wakefield Westgate LNER www.lner.co.uk 03457 225 225
Water Orton West Midlands Railway www.westmidlandsrailway.co.uk 0800 092 4260
Weston-super-Mare Great Western Railway www.gwr.com 0800 316 1323
Whittlesea Great Anglia www.greateranglia.co.uk 08000 282 878
Willington East Midlands Railway www.eastmidlandsrailway.co.uk 08000 11 33 23
Wilmslow Northern www.northernrailway.co.uk 0800 138 5560
Wilnecote West Midlands Railway www.westmidlandsrailway.co.uk 0800 092 4260
Winchester South West Railway www.southwesternrailway.com 0800 528 2100
Wolverhampton West Midlands Railway www.westmidlandsrailway.co.uk

0800 092 4260

York LNER www.lner.co.uk 03457 225 225

On some occasions, to allow track improvement work to take place elsewhere, we serve the following stations

Station Station operator Website Customer relations number
Didcot Parkway Great Western Railway www.gwr.com 0800 316 1323
Lichfield City West Midlands Railway www.westmidlandsrailway.co.uk 0800 092 4260
Reading West Great Western Railway www.gwr.com 0800 316 1323
Wakefield Kirkgate Northern www.northernrailway.co.uk 0800 138 5560

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