22/01/2017
Chiltern Railways is committed to providing an exceptional travel experience for all passengers, with a particular focus on those who may require additional support. Whether you have a disability, are travelling with mobility aids, or simply appreciate a helping hand, Chiltern Railways' Assisted Travel team is dedicated to ensuring your journey is as smooth and comfortable as possible. This comprehensive guide delves into the various services and provisions available to make your travel with Chiltern Railways a positive one.
Understanding Penalty Fares
Before embarking on your journey, it's crucial to be aware of the penalty fare system. You might be liable for a penalty fare if you do not purchase the correct ticket for your journey. Always ensure you have the appropriate ticket before boarding to avoid any unforeseen charges. Chiltern Railways encourages all passengers to familiarise themselves with their ticketing policies to ensure a hassle-free experience.
The Chiltern Railways Assisted Travel Team: Your Dedicated Support
The core of Chiltern Railways' commitment to passenger support lies with its dedicated Assisted Travel team. This team is specifically trained to assist customers with special travel needs or those who would appreciate a helping hand at any stage of their journey. Their expertise covers a wide range of situations, aiming to remove potential barriers and enhance the overall travel experience. You can access their support by calling 03456 005 165, selecting option 3, and then option 3 again. It is recommended to book assistance at least 2 hours before your travel to allow for special arrangements to be made.
What Can the Assisted Travel Team Help With?
The capabilities of the Assisted Travel Team are extensive:
- Station Access Advice: The team can provide detailed information about the accessibility of stations you plan to use, including information on ramps, lifts, and other facilities.
- On-Station Assistance: They can assist you upon arrival at a station, during train changes, or when you reach your final destination, ensuring a seamless transition.
- Discounted Travel Information: If you have a disability that makes travelling by train difficult, you may qualify for discounted travel. The Assisted Travel Team can provide all the necessary details and guidance on how to access these concessions.
Bridging Communication Gaps: British Sign Language (BSL) Support
Chiltern Railways is proud to partner with SignLive, an Online BSL Interpreting Service, to support BSL users. If you are a BSL user, you can connect with the Chiltern Railways team via a SignLive interpreter. Simply log in to the SignLive app (available on iOS, Android, and web browsers) and find Chiltern Railways in the Community Directory. The interpreter will help facilitate your communication. For first-time users, a one-time registration is required for account security and potential call-backs. More information on accessing SignLive can be found at www.signlive.co.uk/login, with FAQs available at www.signlive.co.uk/faq. For any technical issues with SignLive, please contact [email protected].
Accessibility for Wheelchair Users and Mobility Scooters
Chiltern Railways warmly welcomes customers using mobility scooters and wheelchairs. They can accommodate scooters and wheelchairs up to 700mm wide and 1200mm long, with a maximum weight of 300kg (including the user). Passengers are welcome to remain in their mobility aids during the journey and can utilise dedicated wheelchair bays available on the trains. Priority seating is conveniently located in every coach, nearest to the vestibules, and is clearly signed for ease of identification.
Accessible Stations and Facilities
Chiltern Railways strives to make its stations as accessible as possible. An interactive map is available to provide information on station accessibility across the UK. For mobile users, it's recommended to visit the specific station pages for detailed accessibility information. Accessible toilets are located in the coaches next to the wheelchair spaces and are clearly marked with a yellow strip and signage on the doors. Furthermore, all manned stations are equipped with accessible toilets.
Parking for Blue Badge Holders
Disabled drivers displaying a Blue Badge can enjoy free parking at all Chiltern Railways stations. On your initial visit to a station car park, you must speak to the ticket office staff. They will verify your Blue Badge and register your vehicle on the Automatic Number Plate Recognition (ANPR) system. Remember to always display your Blue Badge clearly on your vehicle's dashboard when parking.
Onboard Comfort and Information
The interior of Chiltern Railways' trains features a colour scheme specifically designed to assist passengers with visual difficulties. To aid those with hearing impairments, all carriages are equipped with electronic visual displays that announce upcoming stations. This ensures all passengers are kept informed about the service's stops.
Discounted Travel Opportunities
Chiltern Railways offers several avenues for discounted travel for individuals with disabilities:
Concessionary Fares and Discounts
Registered blind or visually-impaired passengers travelling with a companion are entitled to special concessionary fares and discounts. These discounts apply to various ticket types, including National Rail Fares, Single or Return, and Off-Peak Oyster Pay As You Go. The savings can be significant, with discounts of up to 34% for adults and 50% for children and disabled persons Railcard holders.
Visually impaired customers travelling with a companion can receive 34% off National Rail Anytime Day Singles, Anytime Singles, or Anytime Returns, and 50% off National Rail Anytime Day Returns. Wheelchair users who remain in their own wheelchairs, along with a companion, also benefit from these similar discounts.
London Freedom Pass holders travelling within the London Travelcard Zones can travel for free. For more information on London Freedom Passes, please refer to the provided link.
When purchasing tickets and travelling, passengers qualifying for visual impairment concessions must carry a document confirming their visual impairment from a recognised institution, such as Social Services, their Local Authority, the Royal National Institute of Blind People (RNIB), or Blind Veterans UK.
The Sunflower Lanyard Initiative
The Sunflower Lanyard is a discreet way for individuals with non-visible impairments to signal that they may require assistance. It can also be used, with an additional card, to indicate exemption from wearing a face covering. Further information about the Sunflower Lanyard and hidden disabilities can be found via the provided link.
Disabled Person's Railcard
If your disability makes train travel challenging, you may be eligible for a Disabled Person's Railcard. This card offers a 1/3 discount on most Standard and First Class fares across the UK for both the cardholder and an adult companion. It also allows for the purchase of discounted tickets directly on the train. The cost for a one-year card is £20, with a three-year card available for £54.
Season Tickets for the Visually Impaired
Blind or visually-impaired passengers can purchase an adult season ticket that allows a companion to travel with them for free. These tickets can be bought at staffed stations, and it is essential to carry proof of visual impairment from a recognised institution when purchasing and travelling.
Managing Delays and Alternative Transport
In the event of a significant train delay, Chiltern Railways ensures passengers have a suitable waiting area at the station and will assist with platform changes. If your train is seriously delayed or cancelled before reaching your final destination, Chiltern Railways will make every effort to get you there by alternative means, such as arranging a seat on another train or suitable alternative transport. If reaching your final destination is still not possible, they will endeavour to get you as close as reasonably possible and arrange overnight hotel accommodation if necessary. Compensation and refunds may be available under the terms of their Passenger's Charter.
Chiltern Railways is committed to maintaining its facilities, such as lifts and call-for-assistance buttons, in good working order. If a facility becomes unavailable, the Assisted Travel Team will be informed, along with the estimated repair time, and this information will be shared with other train operators. Where possible, alternative means of access or free, alternative transport will be offered. In the rare instance that a train does not have the anticipated wheelchair spaces or accessible toilets, passengers will be given the option to take a different train. Chiltern Railways will consult with the Department for Transport regarding any permanent removal of facilities and will provide suitable replacements.
Further Information and Contact Details
For fares, services, or to book tickets, you can contact Chiltern Railways on 03456 005 165 (available from 0700hrs to 2200hrs) or via Textphone on 08457 078 051. Passengers with visual impairments who require a large print (A3) version of the timetable booklet can call 03456 005 165 between Mondays and Fridays, 0830 to 1730.
Passenger's Charter Information
Copies of the Passenger's Charter are available at all staffed Chiltern Railways stations or can be downloaded from their website. To claim compensation based on the Charter, passengers can pick up a Comments form at any station or use the new Delay Repay form.
Chiltern Railways' dedication to passenger assistance and accessibility ensures that everyone can enjoy their rail journeys with confidence and comfort.
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