Uk Railway

● Doors must contrast in colour with their surroundings.
33
See Section B4.1 Glass and transparent materials for
more information on glass or transparent doors.
● Technical note 33
See Dulux Design Guide on the use of colour contrast.
For more detail (Appendix 4, Section C)
Lighting
Good lighting at stations can enhance the appeal of public
transport and give passengers a feeling of comfort and
● security. 34 Wherever possible, it is recommended that
public buildings are designed to make use of natural lighting,
though care must be taken to minimise glare and strong
reflections off surfaces.
Lighting guidelines:
Higher levels of illumination are desirable for visually

impaired passengers. There is a need to ensure that the
recommended lighting levels do not affect the safe
operation of the railway and in particular the need for train
drivers to see signals and signs clearly. Safety on the
railway must always take precedence.
100
The recommended minimum light level for circulation areas,
lifts and ramps at stations is 100 lux. In particular, it is
recommended lighting levels are at least 150-200 lux above
stairs and escalators but the transition must be smooth. It is
recommended that platform lighting is a minimum of 100 lux
measured horizontally at platform level for new stations and
that where platforms are extended or major refurbishment of
platforms takes place, then the lux levels are consistent with
the rest of the platform, and if the cost is not excessive lux
levels are improved for the whole platform.
White artificial light is more effective than yellow artificial

light in terms of its colour-rendering properties and to
create true colour appearance. Strobe effects with lights
must be avoided as these may cause problems for people
who may have epileptic seizures.
New lighting columns must be not less than 2500mm from

the platform edge, 3000mm where line speed exceeds
100mph/165km/h (Railway Group Standard GI/RT7014).
Columns should always be aligned with other station
furniture, particularly on island platforms, and with careful
placing ensure that the spread of light is even so that
collision hazards are reduced to a minimum. Columns
should be highlighted with a band of contrasting colour to
alert people to their presence. This band should be
positioned at a height of between 1400mm and 1500mm
and be a depth of 150mm.
101
Lighting levels must be good and consistent throughout
routes used by passengers. An adequate lighting level for
people using the facility must be achieved. There must be
no sudden differences in lighting levels. Everyone takes time
to adapt to brighter or darker conditions but for visually
impaired people this can take longer and cause a real
hazard. Any transition on lighting levels must be smooth.
No areas must be excessively bright or dark. There must be
no areas of strong shadows. Lighting must be uniform during
the day and night.
Different lighting levels are recommended in sections B5.2

Passenger operated lifts, B5.2 Steps and stairs, B5.2
Escalators, Section B5.3 for Platforms and Section B5.4
Waiting rooms and shelters.
Floors
It is recommended that all passenger facilities are on one
level. Unexpected changes in level must be avoided
therefore it is recommended that breaks in the surface such
as thresholds, drainage channels and short, sharp ramps are
avoided. Single steps must be avoided. Stairs must have a
minimum of three steps. See Section B5.2 for information
about greater changes in level.
It is recommended that floors have a matt or semi-matt finish

wherever possible, to avoid specular (undiffused) reflection
and glare. Polished surfaces can become slippery, and shiny
surfaces can look slippery which mean people may not be
confident about walking on them.
102
Floor surfaces must be firm, even, easily cleaned and slip-
resistant when wet or dry. Where necessary, floors must be
● treated with a slip-resistant finish. 35
Slip-resistant flooring:
All floors should have some slip-resistance when wet or dry.

A slip-resistance value of between 40 and 70 is generally
safe. This must be above 50 in the open and maybe as low
as 40 where the platform is fully covered. The test must be
conducted in both wet and dry conditions, and measured
with 4S, torsugar rubber, on a pendulum test. Surfaces
with values outside this range are likely to be slippery or too
grippy and therefore more likely to contribute to accidents.
If necessary, existing floor surfaces should be treated to
improve their slip-resistance. Where two materials abut
each other they should have a similar level of slip-resistance
otherwise the foot, walking frame or wheel will be abruptly
stopped or caused to slip.
New hard floor surfaces, such as ceramic tiles, natural stone,

concrete or terrazzo, which are widely used in commercial
environments for their durability, should use an additive,
such as carborundum, to make them more slip-resistant.
Mats can be used to reduce risks, as long as they are fixed
and flush with the floor, so there is no danger of tripping
over them. (See Section B4.1 Unobstructed progress.)
103
Main thoroughfares within buildings must have consistent
floor surfaces. It is recommended that changes in colour and
texture are used to mark the edge of the thoroughfares and
any impending hazards such as projecting obstacles and
stairways.
Steep cambers can cause problems for both visually impaired

● people and wheelchair users, so must be avoided. 36
The maximum recommended camber is 2.5 per cent.
See ‘Building Sight’, RNIB (see Appendix 4).
Drainage grilles should, where possible, be offset from the

access route. They must be set flush with the surrounding
area. It is recommended that grille bars are set at right
angles to the main direction of travel, if there is one, so that
● they do not trap wheels or long canes. 37 Dished channels
must not be incorporated within an access route as they
increase the risk of tripping or wheelchair users tipping over.
The gap between grille bars must not exceed 13mm.
Any temporary hazards, such as wet areas caused by a leak

in the roof, must be marked. The signs or other devices
104
used to do this must be stable and not be a hazard in
themselves. They must be in a colour which contrasts with
their surroundings.
Walls
Walls should not have glossy surfaces. They must be in a
colour which contrasts with the floor and the ceiling so that
● the boundaries are clearly visible. 38
See Dulux Design Guide for colour contrast between critical
surfaces (Appendix 4, Section C).
Passengers with visual impairments encounter difficulties

where stainless steel and blending shades of grey are
utilised. Careful consideration must be given to the use of
these materials to ensure adequate contrast still exists
between surfaces.
Glass and transparent materials

Serious injuries can be caused when people fail to see
transparent panels or walls, plate glass windows, doors and
shop fronts. This can affect sighted passengers as well as
those with impaired vision.
105
However in terms of making passengers feel secure and the
ability to utilise natural light through glass, there are benefits
for using large areas of glass for facilities such as lifts and
shelters. Where large areas of glass are used for any
facilities they must be clear to all users and marked with a
contrasting tonal colour. Tonal contrast is the difference in
quality between two colours including the difference in the
● amount of useful light that each reflects. 39
Recommend the use of Project Rainbow technique as
explained in the Dulux Design Guide for the use of colour
contrast (see Appendix 4, Section C).
Any highlighting and manifestations

used to warn people of the surface
must remain visible in different lighting
conditions and against all background
● environments. 40
Manifestation ■
106
Transparent wall markings:
The contrast that needs to be achieved is that of the
glazing manifestation with the background against which it
will be viewed. Its appearance must be taken into account
during daylight and at night. The manifestations must be in
regular forms, and preferably in clean square or rectangular
shapes rather than organic or rounded. The manifestations
should be centred at 500mm and be at least 150mm x
150mm. On these manifestations, it is acceptable to mount
graphics or other signage so long as the clarity of the
manifestation does not become reduced. If a fully glazed
door is adjacent to, or incorporated within, a fully glazed
wall, the door should be clearly differentiated. When a
contrasting band of colour on a glass wall or door is used it
should be between 140mm and 160mm wide, with the
lower edge at a height of about 1500mm. Two such bands
at heights of 1050mm and 1500mm should be used where
the wall or door is on a main pedestrian route. It is
recommended that etched or clouded glass is avoided as it
looks like the misting of the visual field experienced by
some people. It is recommended that advice from the
RNIB (see Appendix 5) is sought beforehand if considering
these techniques.
107
Building works
Building works are a particular hazard to disabled people.
They can crop up unexpectedly in familiar places where
people may not be looking out for them. Because they are
temporary and changing, often less attention is given
to minimising
hazards and
many building
contractors are
simply unaware
of the need to
make their sites
more obvious or to
provide accessible
routes around
them. Building works ■
All works and builder’s materials in thoroughfares must be
enclosed by a fence or barrier which is at a height and colour
● to be seen easily. 41 Lamps must mark out the site when
the area is not lit. It is recommended that lamps are used at
night for areas that are lit as they provide a higher, more
concentrated source of light around the obstructions,
although care must be taken to ensure the safe operation of
the railway. The route round the works must be clearly
marked and wide enough for wheelchairs. Where building
works are of a size and type which may make it difficult for
some people to use the station or facility concerned,
information about the nature of the obstacle (and any
108
alternative means of accessing that facility or service) and
about how long it will remain must be fed into the information
network (see Section B2.1).
Temporary safeguards while works are
carried out:
It is recommended that the upper edge of barriers should
be at least 1000mm above the ground and should contrast
in colour with their surroundings. Barriers should be
detectable by both long cane users and those with a visual
impairment, with a tapping rail of a minimum depth of
150mm, with its lower edge up to a maximum of 200mm
above the ground. If the barrier consists of a hoarding, it
should include a contrasting band of colour between
140mm and 160mm wide, with the lower edge at a height
about 1500mm. The use of warning stripes indicates a
temporary warning and the colour chosen must contrast
with its background. On steps or ramps it is recommended
that barriers include a smooth, rigid handrail in a contrasting
colour fixed at between 900mm and 1000mm above ground
level, for pedestrians to use for guidance and support.
When commissioning work, station operators (or Network

Rail as landlord) must ensure that contractors are aware of
these basic rules in conjunction with their railway safety case.
Where necessary local access officers or disability groups
● can be consulted for advice. 42
109
Some local authorities (and PTEs with responsibility for
transport) have access officers who have responsibility for
ensuring that buildings and their surroundings are
accessible and who can offer specialist access advice.
They often work with local access groups of disabled
people. Details can be found in telephone directories,
public libraries, local council offices or through the Access
Association (see Appendix 6).
Handrails must always be provided on one side of staircases

and ramps even when temporary work is underway. It is
recommended, where possible in these situations, that
handrails are provided on both sides.
B4.2 Information at stations

When information systems are being designed or renewed,
care must be taken to ensure that information is given clearly
and consistently in both audible and visual forms.
Signs
Station signs have to identify services, facilities and
platforms, and guide passengers towards whichever of them
● they need. 43 To do this job effectively, all signs must form
part of a comprehensive, coherent and consistent system.
110
This is particularly important where several passenger train
operators share a station.
For more information on signs see ‘Sign Design Guide’,
JMU Access Partnership and Sign Design Society. This
document explains the one sign for all concept, planning a
signage system, the four different sign types and how to
achieve accessible, embossed and Braille signage (see
Appendix 4, Section C).
Signs are not a substitute for good station design. As far

as possible, stations should be laid out in a logical way, so
that finding a particular facility is partly intuitive. It is
recommended that signs giving the same type of information
have the same shape, positioning, colouring and format.
Direction signs for

pedestrians must
be repeated
where a route
divides or where
passengers join
the route from
platforms.
Repetition ensures
that people do not
Signage ■
lose confidence
111
that they are on
the correct route.
Routes for
wheelchair users
and people with
mobility
impairments
(particularly where
they are not the
main route out of
Signage ■
the station or to
facilities such as platforms, toilets, ticket offices etc) must be
clearly signposted. Consistency is essential – the sign for a
facility or feature should continue to appear until it is reached.
Information for each platform must be of a matching type,
position and size. Emergency and safety signs have specific
● guidelines that apply to these types of signs only. 44 The
system must be adaptable so that changes can be made.
See Railway Group Standard: GV/RT7014 and GC/RT5161
(latest edition should be used at all times) and the Safety
Signs and Signals Regulations 1996.
Materials
Signs must be durable, and materials must be used which
will not fade. The surface must have a matt finish and signs
112
positioned so that they are not viewed directly against external
glazing, nor placed near a light source to avoid glare.
Clarity
Text and symbols must be concise so signs can be read
and understood quickly. They must be clear, consistent
and unambiguous.
Information displayed on signs must be as clear as possible

to people with learning difficulties. It is recommended
general research is instigated by all operators to develop
consistent signage across the network that meets the needs
of people with learning difficulties.
Position
The visibility of a sign is affected by its position, size and
by its distance from the person reading it. This must take
into account the direction from which people are likely to
approach the sign and where they might stand to read it.
Overhead signs must have adequate clearance from the sign

● to the ground. 45
113
The average eye line of a standing person is in the range of
1400-1700mm above ground level. Signs, such as
directories or identification signs on doors that are intended
to be read at close range should be mounted as close as
possible to this range. Overhanging and projecting signs
must be mounted high enough to avoid creating a hazard:
2500mm from the underside of the sign to the ground is the
minimum clearance as set out in Railway Group Standard
GC/RT 5161. Where signs are accompanied by a control
panel, they should be positioned within easy reach. The
range 900-1200mm above ground level meets the needs of
both wheelchair users and those standing. The legibility will
also depend on the viewing distance that it needs to be
read from.
All signs must be well lit at all times. Lighting levels of a

minimum of 200 lux are recommended, whether by natural or
artificial lighting (see Section B4.1 Lighting). Signs must
not be placed against low-level sunlight or artificial light
because this makes them difficult to read. This must be
checked both at standing and sitting height.
Signs must not be placed where they may be an

● obstruction. 46
114
Where low level signs are supported on posts, the sign
itself must not extend 150mm beyond the posts and a
tapping rail at a maximum height of 200mm should be
placed between such posts to prevent blind or partially
sighted passengers colliding with the sign (see Technical
note 28). Where signs containing detailed information such
as timetables or maps are fixed to walls it is recommended
they are centred at 1550mm from the ground.
Size of lettering
Of the large number of blind, deafblind and partially sighted
people only approximately four per cent have no useful
remaining vision. There are a wide range of eye conditions
and what people can actually see varies between individuals
and often changes on a daily basis. Signs that are designed
around the needs of people with low vision and people who
have learning difficulties are more likely to be clear, visible
and unambiguous and will therefore meet the needs of a
broad range of customers.
The greater the distance between the sign and its reader, the
larger the lettering must be. The aim is to use the largest
● practical size compatible with the space available. 47
115
A guide for fixed signage:
The Sign Design Guide (see Appendix 4, Section C)

includes more detailed information on reading distance and
letter height.
Reading
Distance (mm) 5000 4000 3000 2000 1000
Best Letter
Height (mm) 200 160 120 80 40
Acceptable
Letter Height (mm) 170 130 100 70 40
Typefaces
Research into legibility has led to the design of a number of
typefaces which are used by the transport industry. Clear
typefaces include Helvetica, Arial, Rail Alphabet, Brunel, New
Johnston and Airport. Over-stylised designs and ornate
typefaces can be very difficult to read and serif faces should
● generally be avoided. 48
116
A selection of sans serif typefaces. The letter O should

be almost round and the letter thickness should be
consistent; neither too heavy nor too thin.
Futura 123456789
Helvetica 123456789
Some of the most legible serifed typefaces. Look at the

numerals too, to see if they are clear and consistent.
Sabon 123456789
Times New Roman 123456789
x Italics are not very clear

x This face is too condensed
Lower case lettering is generally easier to read than capital

● letters. 49 Research has also shown that a mixture of
upper case and lower case letters (e.g. ‘Sunderland’) can be
117
read more easily and recognised more quickly than capitals
only (e.g. ‘SUNDERLAND’), especially when used for place
names, which passengers often recognise by the general
shape of the word. Therefore a mix of upper and lower case
must be used for all signage.
Words are more legible and easier to remember if lower

case letters are used because they make word shapes.
INFORMATION
Information
INFORMATION
Information
Even with blurred vision, upper and lower case words

are more memorable.
118
Colour and contrast
Lettering on signs must stand out clearly from the
● background. 50 So that a series of signs can be read
against a variety of backgrounds, all signs should have a
border that has a good light to dark contrast with the general
background of the sign. The text and any symbols must then
contrast with the general background. The simplest solution
will be to choose one colour for the text (including any
symbols) and border and a second for the general
● background. 51
Signage ■
119
This table shows appropriate colour relationships for the
siting of signs.
Background Sign Board Legend

Red Brick Black, dark green
White
or dark stone or dark blue
Light brick
Black/dark White or yellow
or light stone
Whitewashed
Black/dark White or yellow
walls
Black, dark green

Green vegetation White
or dark blue
Back-lit sign Black White or yellow
Different situations need different solutions; see Sign Design
Guide (Appendix 4, Section C). Colours used to convey
safety messages, in accordance with British Standards 5378
and 5499, should not be used on information signs.
Particular care must be taken with any colour used to

establish a corporate identity to ensure that it complements
the clarity of signs.
120
Symbols
Symbols can supplement words to indicate specific facilities.
This is particularly relevant where embossed information is
also provided. They can have the advantage of simplicity
and greater clarity. Some, such as those for information and
telephones, are now familiar and widely recognised.
However symbols must not be used without text unless it is

known that they will be understood by passengers. It is also
important to ensure that visually impaired people understand
any embossed information before it is installed. Complex or
obscure designs may take longer to understand than words
such as ‘Ticket Office’. Symbols should follow the British
● Standard for public information symbols. 52 The use of any
symbols must bear in mind the need for consistency across
the railway network.
121
Examples of good pictograms which have been tested by
British Standards.
ISA – International Accessible to people

symbol for access with assistance dogs
Examples of obscure pictograms to be avoided.
Because the ‘International Symbol for Access’ is commonly

used as a universal sign for disability, it can cause confusion
where the best route for wheelchair users and those with
122
other wheeled vehicles, such as trolleys and bag buggies, is
too long for other disabled people such as those who may
only be able to walk a short distance. It is recommended in
this case that an alternative logo, with an appropriate
indication of any barriers (e.g. stairs) be adopted for the latter
route. Proper use of these symbols for stairs, escalators, lifts
and ramps will help give guidance and allow people to make
● informed choices of route for themselves. 53
Wheelchair pictograms.
Level access Accessible ramp Accessible lift
Illuminated signs and variable message signs

Internally illuminated translucent signs may be suitable inside
buildings, but care must be taken to ensure that there is no
glare which could reduce their effectiveness. The colour and
size of lettering may need to be different from externally lit
● signs to ensure a consistent standard of legibility. 54
123
Illuminated sign ■
Passengers with visual impairments find it particularly
difficult to read any ‘non-solid’ messages made up of dots
unless the grid used is fine enough to reproduce accurately
the shapes of letters and numerals. Great care is therefore
required to ensure that the letter shapes and colours used
are clear; certain numerals such as ‘6’ or ‘9’ can be difficult
to read and the figure ‘0’ must not include a diagonal line.
The rules about legibility set out above apply equally to

● electronic, plasma screen or dot matrix signs. 55
In addition, systems which give changing information (such as
the list of stations en route or display alternative information)
must allow enough time for people to read and comprehend
the information before it changes; visually impaired people
and passengers with learning difficulties may require longer.
It is useful if the display times are set to correspond with the
124
amount of
information that
needs to be read
and understood.
Screen
information must
always be
refreshed rather
than scrolled. Customer Information System ■
Good luminance
contrast between the text and the background will improve
the quality of the display. The text heights in the table are
based on maximum contrast, i.e. black text on a white
background; for screens that incorporate anything less than
maximum contrast there will be a need to compensate for this
by increasing text heights. The minimum text heights in the
table are not recommended unless it can be established that
critical information that essentially needs to be displayed on
the same screen cannot be displayed in this way without
reducing the text height. It is preferable to rationalise the
amount of information.
125
Guidelines for electronic customer information
systems:
The height of the text used on plasma screens is dependent
on the viewing distance, for lower level screens the
distance is obviously reduced. The figures are based on
someone who is eligible for registration as partially sighted.
High level screens should be fixed at an angle between

5 degrees to 15 degrees depending on the mounting
height. Where LED or dot matrix displays are used, a clean
letter shape should be established. A 32 dot display will
provide a clearer text than an 8 dot display, where the letter
shape will be broken. The ‘ascenders’ and ‘descenders’ of
letters should not be squashed as this reduces the legibility
of the text.
Viewing Distance Good Text Minimum

Height in Metres Height mm Text mm
1.0 metres 29 15
1.5 metres 44 22
2.0 metres 58 29
2.5 metres 74 37
3.0 metres 87 44
126
It is recommended that low level screens are provided where
suspended screens are used. This will benefit wheelchair
users and people who find it difficult or uncomfortable to look
up for long periods of time. Any low level screens should be
mounted consistently at all stations, for example, next to the
ticket counter or customer information desk.
Glare from lighting can be a major cause of discomfort,

particularly for people who are sensitive to bright sources of
light. To help alleviate this problem, it is recommended to
avoid mounting plasma screens where they are within the
same field of view as light sources or areas of external
glazing. Mounting plasma screens at a lower level on the
main concourse may help to reduce reflections and direct
glare from the roof lights. Veiling reflections occur when a
source of natural or artificial light can be seen reflected in the
screen. These veiling reflections reduce the contrast between
the text and the background and can make sections of the
screen unreadable. Consideration must be given to the
positioning of screens and to providing adequate shading
from areas of glazing or light fittings where necessary.
Screens should be manufactured from a material that is as
matt as possible so as to help reduce veiling reflections.
It is recommended that all screens and signage are mounted

in positions which are reasonably close to the main
passenger desire lines but which are equally not likely to
impede or disrupt the passenger flow. The consequences of
creating screen or matrix destination boards directly within
the line of travel is that human barriers begin to form during
127
peak hours which can be intimidating and difficult for disabled
people to move through. It is essential to ensure that the
information given on variable message signs is accurate and
up to date.
Embossed signs
Embossed signs must be provided where visually impaired
people need them to be able to identify and use facilities on
stations. They must be used on all lift controls on new lifts,
and be fixed next to toilet doors to identify whether the toilets
● are unisex or single sex. 56 Embossed signs must not be
engraved, and the letters or symbols must be large enough
● for people to read easily. 57 Where space permits, Braille
● must also be used. 58
Signage should always be mounted consistently on the
latch side of the door, preferably to the right. Signage
should be mounted at between 1400–1700mm. With toilet
and washroom doors, it is acceptable to mount signage on
the door itself.
128
Embossed sign recommendations:
Embossed signs are essential for people who have no

sight, and those who cannot make out individual characters.
Characters on tactile signs must be raised by 1mm to
1.5mm from the background. They must have a stroke
width of 1.5mm to 2mm and a height of at least 15mm,
maximum 60mm. An ideal height range for the sign is
between 1400mm and 1700mm from the floor, with a
maximum horizontal stretching distance of 500mm. More
information on tactile signs can be found in the ‘Sign
Design Guide’, JMU Access Partnership and Sign Design
Society (see Appendix 4, Section C).
Grade 1 Braille can be used for single-word signs,
contracted Braille (Grade 2) for multi-word signs. The ‘Sign
Design Guide’ (see Appendix 4, Section C) demonstrates
how to incorporate Braille information on standard signage,
located directly below the relevant text, ranged left and
identified with a locator on the edge of the sign board.
129
Maps
It is recommended that station maps, which show the layout
of larger stations (categories A-B), are designed so that, as
far as possible, wheelchair users and people with visual
impairments or learning difficulties can use them. This may
involve having maps at different heights. See also Section
B4.2 Navigation systems for visually impaired people.
Maps must be well lit, it is recommended lighting levels
should be a minimum of 200 lux.
Where street maps are provided, it is recommended that they

show other local transport boarding points, such as bus stops
and taxi ranks, and telephone numbers of services.
Navigation systems for visually impaired

people
Embossed maps in stations can be difficult to use. There are
no common standards for embossed symbols and they can
be difficult and time consuming to read. Tactile maps that
can be read at home in advance of using the station facilities
can be very helpful, however these must be designed by
experts. The RNIB recommend using electronic navigation
systems wherever possible as they are a useful complement
to existing facilities for some people. These give directional
and other information through a series of loudspeakers
installed in the station or by radio to a portable receiver with
an earpiece. The information provided changes according to
where the user is. Visually impaired people carry a card that
130
triggers the system. The system has the added advantage
● that information can be provided in different languages. 59
The Authority recommends that these be investigated,
especially for new stations or as part of a major refurbishment.
Any such system must be able to cope with changes due to
temporary or other works. It must be stressed that such
systems are not a replacement for the need for staff
assistance.
These systems have undergone trials. More information is
available from the RNIB (Further details are in Appendix 5).
Announcements
Content
Clear announcements of every departure, giving time,
platform and destination, are particularly valuable for blind
and partially sighted passengers, and a reassurance to all.
Where facilities currently exist or are being proposed that
convey visual information, then any audible information given
must be displayed visually as well.
At very busy stations (station category A at all times, B and C

during peak hours, as defined in Section A4.8 Stations) it
may not always be possible to announce every departure
because there may be too many messages to convey at the
131
same time and passengers may become confused. However,
with careful consideration of message structures, summary
departure information can be given at the vast majority of
stations. Audible announcements must give priority to
covering any variations from the normal timetable
(emergencies, revised platforms, cancellations or late
running), and details of longer distance or special services.
Announcements must include information about the probable

length of any delay, where this is known.
Announcements must be given early enough to allow enough

time for people to act on them, without having to rush.
Announcements must also be made, after proper training in
their content has been provided to staff, so that station staff
can locate passengers who have booked assistance via the
reservation system (APRS) (see Section B2 Pre-travel
information) where those passengers are not easily
identifiable, so that suitable assistance can be provided.
Where announcements are made and the passengers who
booked assistance are not located, the
destination/interchange station can be informed that the
passenger is not travelling on that service.
Where announcements do not cover every departure, an

alternative means of providing visually impaired people with
this information should be found. At the very least, staffed
booking offices and information points as well as appropriate
remote help points, must be able to provide this information.
132
Clarity
Announcements must be clearly audible throughout the main
passenger areas of the station. Because many people have
difficulty hearing higher frequencies, it is recommended that
announcement systems be adjusted to boost the lower end
of the frequency scale. Careful consideration of location and
ensuring that speakers are placed frequently throughout the
station to reach all public areas is vital, rather than relying
purely on high volume. High volumes can cause pain and
disorientation to some users.
All PA systems must be linked to induction loops that cover

the main public areas of the station (i.e. ticket office, waiting
rooms, around customer information systems (CIS) etc).
Station operators will need to consider some practical issues
when installing induction loops. Areas should be tested for
electrical interference (usually heard as a buzzing noise on a
hearing aid when switched to ‘t’) before installation. There
may be a difficulty in looping large areas. One solution
would be to have a series of listening areas, an approach
that has been adopted by some airports. All staff working in
locations with an induction loop must be trained in its use.
All induction loops must be kept in working order and signed
appropriately. RNID produce a device known as a Crystal
Set which is used to test that induction loops are working.
Operators must make sure of this by testing them regularly.
Where induction loops break down, operators must ensure
that they are repaired within 48 hours of notification of the
failure. Until the system is repaired, operators must provide
alternatives, which may include increasing staffing levels.
133
Recordings
All recorded information must be clear and succinct, and the
quality of recording must be high. All systems which relay
recorded information (PA, help information points, for example)
must be equipped with an induction loop.
Emergency alarms
Emergency alarms must be both visible and audible. Visible
announcements can be displayed on departure screens and
where the text of these screens is coloured, the emergency
announcement must use text of a different colour (see
Technical note 44). Flashing alarms can be helpful but their
use needs professional advice, and great care should be
taken to ensure that strobing does not provoke an epileptic
seizure. Any visual alarm should be positioned so that it does
not interfere with the train drivers’ ability to see and act on
signals and signs. Audible emergency alarms must be played
as distinct and different from all other audible signals in the
station. This includes open and close tones from train doors.
Help and information points

Help points
Where staff are not always available to give information,
clearly marked help points are recommended for key
locations, such as on main platforms or concourses, so that
passengers can talk to enquiry offices or other points of
assistance. As well as providing information, this will help to
134
reassure passengers who may feel nervous or threatened.
Staff must be available to answer calls at all times that
services are in operation at the station.
New installations must be fitted with induction loops. It is

strongly recommended that old points are fitted with them
wherever reasonably practicable. They must be designed so
that visually impaired people can find, recognise and use
● them. 60 An information surface can be used to identify
help points to visually impaired people but should only be
introduced if local users recommend it. (For details see
‘Guidance on the Use of Tactile Paving Surfaces’ Appendix
4). Systems are being developed that have video screens so
that users can see the person who will be helping them and
vice versa.
Help points must be physically accessible to all passengers.
None of the parts used to operate the machine by a
passenger must be higher than 1200mm or lower than
750mm from the ground. Operators must: ensure that the
help point can be located easily and is well lit and that
operating instructions are clearly visible when they are in
use; ensure that the location does not impede pedestrian
traffic; ensure that controls are within comfortable reach
range; ensure that the force required to operate the controls
is kept to a minimum and are palm operable; ensure that
the buttons contrast well with the background, that they are
135
minimum of 20mm in
diameter and that their
function is described both in
text and tactile form; ensure
that the person providing
the help can be heard
(localised acoustic
consideration).
■ Platform help point
Staffed information points

All larger stations must have an information point that is open
● whenever the booking office is open. 61 It need not be
dedicated to disabled people only, but it must be marked as
the best place for disabled people to get advice. This point
must be in an obvious position close to, or on, the concourse
and well signposted, including from the main display of
timetables. Booking offices themselves could meet this
requirement if suitably marked and equipped.
136
Categories A-C, National hub stations, Regional hub
stations and Important feeder stations as defined in
Section A4.8 Stations.
These points must be designed and equipped to make it

● easy for disabled people to use them. 62
The preferred solution is a dual-height counter with an
upper working surface of between 950mm and 1100mm.
The lower working surface must be a maximum of 760mm
from the floor to the counter top and must have a minimum
height of 700mm to the underside with 500mm deep leg
room. The depth of any counter must be a minimum of
700mm (including the staff side). The counter must have a
slight upstand at the front edge so that tickets or change do
not fall on the floor. A height adjustable counter could also
be used as an alternative. Where dual-height counters are
not supplied, then the single dropped counter must meet
the lower working surface dimensions above, and have a
raised section of a maximum height of 1050mm so that © BSi
ambulant disabled people can lean or be supported whilst
waiting. An induction loop(s) must be provided. Where a
dual counter solution is used the width of the counter must
be a minimum of 1800mm, where a single dropped counter
137
is supplied the width must be a minimum of 900mm. The
same standards in this technical note are used for ticket
sales counters (see Technical note 66 – there is a diagram
of the set up with this technical note).
Staff must have appropriate training to help them communicate

with people with different disabilities (see Section B1.1).
Staff at information points must be able to either provide, or
offer to provide, the most up to date information available for
disabled people including in print (in a form which follows
clear print guidelines) and in alternative formats, making
reasonable adjustments. This could mean taking the time to
read an information leaflet to a passenger. Where there are
emergency arrangements in place, it may be difficult to
achieve all of these requirements. In these instances staff
must be able to communicate all available information
verbally or in writing to the disabled person.
Detailed information about the accessibility of all stations

served by trains from the station at which the inquiry is made
must be available. This must include toilets, catering and
any other facilities or services that may be provided. This
can be achieved through the operator’s database of station
facilities. These databases must allow other operators to
access them.
Timetables, fares, connections and confirmation of any help

arrangements that have been made through the APRS must
also be made available at the information point.
138
A change of train may be involved during the course of a
journey. Passengers with a mobility impairment may require
assurance that their whole journey can be made without
undue difficulty or stress. Passengers should be able to get
all the information they need from one source. Staff at
information points must therefore be able to give, or get,
specific advice on services and facilities provided for disabled
people by other operators. A high level of co-operation is
needed between the different service providers.
Non-information staff who are likely to be asked for information

must be able to communicate where information is available
from and provide appropriate assistance to reach that point.
Better still, they should be able to answer the most frequently
asked questions themselves.
Passenger train operators and station operators are expected

to make progress towards providing real-time information as
quickly as possible. Information must include not only
timetables, but details of delays, diversions and any other
events that may affect the journey.
Staff must help with new arrangements where journeys have

been disrupted or delayed otherwise passengers will be left
stranded.
It is recommended that information staff are able to provide

information about the accessibility of other transport available
near the station, including the general level and nature of the
services provided. If they cannot provide full timetable
details, they must at least be able to tell people where this
information can be found.
139
Assistance meeting points
Station operators must provide a clearly recognisable
meeting point at staffed stations so that passengers who
require assistance can be met efficiently. Both passengers
and staff will benefit from locating each other easily.
Assistance meeting points must be clearly signed and it is
recommended that ATOC design an appropriate sign or
pictogram for use across the network in consultation with
DPTAC and the Authority. The location of the assistance
points and the chosen sign or pictogram must be clearly
communicated to disabled passengers. It is recommended
this is achieved through the relevant operator’s DPPP. It is
expected that all station operators will be able to provide an
assistance point at each of their staffed stations through the
use of additional signage within 12 months of the publication
of this code. Station operators must provide details of the
assistance points to the APRS. It is recommended that,
during the period that assistance points are not signed,
station staff inform their disabled passengers and APRS of
the location where the passenger should meet the station
staff in order for assistance to be given promptly and
effectively. Each station ticket office must also be made
aware of the location of that station’s assistance point. It is
recognised that at managed and very large stations it may
not be practicable to have one assistance point for all
services. Careful consideration should be given at such
stations, via signage and literature for disabled passengers,
in order to ensure passengers are not confused if more than
one assistance point is required.
140
Timetables, posters and leaflets
Timetables, posters and leaflet racks must be placed so that
both wheelchair users and standing passengers, who may be
unable to stoop, can use them. It may be necessary to have
more than one of each and place them at different heights.
Some people may not be able to read timetables or other

information given on posters because of their type size or
position. Although every attempt should be made to provide
displays which can be used by a wide range of people, it is
recommended that information is also available in other
formats. Braille timetables are difficult to use and are therefore
not recommended as general practice, although some users
may welcome their availability on demand. However, it is
recommended that leaflet holders include a line of Braille or
embossed text to direct people to the nearest point where
they can receive help and other formats or materials.
It should be noted that Braille versions of standard leaflets or
important changes to timetables are essential. Information
on display should be colour contrasting and on matt paper.
Timetables should make a clear distinction between Monday
to Friday and Saturday and Sunday. Relatively unchanging
information can be given in leaflets and all information on
display must be available through appropriate telephone help
lines and staffed information points.
141
B4.3 Booking offices/ticket sales
points
Booking offices
Station booking offices must sell a wide range of tickets to
● passengers accurately and impartially. 63 The Office of Rail
Regulation published a policy statement on retailing that
explains this means “providing accurate information and
advice on journey and ticket options – irrespective of which
company provides the service – to allow passengers to make
an informed pick”. This does not always mean selling the
cheapest ticket for the quickest journey. In many cases
disabled passengers may find other factors as, or more,
important. In particular they may need to know if they can
● make a journey without having to change trains. 64
Disabled people should not have to pay more for a ticket
than non-disabled people because of the accessibility of
some stations. This may mean having to make a longer
journey than non-disabled people because of the current
barriers to access.
142
Operators must comply with the Ticketing and Settlement
Agreement (TSA) as a requirement of the Through Tickets
and Network Benefits condition of their passenger licence.
The TSA sets out the range of tickets which each station
booking office must sell; whether it must offer reservations
as well as the sale of tickets; and the hours it must be open.
In a limited number of cases, mainly at large stations, there
are additional booking offices to the main office, run by
different train operators. These are not obliged to sell the
full range of tickets or other operators’ tickets if they make
clear that they are dedicated booking offices, although in
practice many of these offices sell the full range.
The Policy Statement – Accurate and Impartial Retailing
(August 1996) explains these issues in greater detail.
A section (paragraphs 2.27-2.31) of that document describes
the issues facing disabled passengers, (Appendix 4).
The Ticketing and Settlement Agreement also requires

operators to test how well their booking offices are performing
against the accuracy and impartiality requirements and to
carry out improvements if they fail. The tests, involving
mystery shoppers, include a scenario which tests how well
the needs of disabled passengers are met.
143
Franchised passenger operators must also accept the
Disabled Persons Railcard as a condition of their franchise
and they must make sure that they give the correct
● discounts for the card holder and any companion. 65
Information on the Disabled Persons Railcard must be
available from booking offices.
Details are available in an ATOC publication: ‘Rail Travel for
Disabled Passengers’. (See Appendix 4).
If a disabled person needs to arrange for help on a journey,

the booking office must either be able to make these
arrangements directly or advise the passenger whom they
should contact to make these arrangements.
Booking offices must have at least one position suitable for

● wheelchair users. 66 However, having only one lowered
counter at stations that have two or more counters can be
difficult operationally as it must always be staffed and may
not suit all customers. Therefore it is recommended that
dual-height or adjustable counters are installed that can be
used by both wheelchair users and standing people. As part
of any major refurbishment to the booking office, those with
only one window must be designed so that wheelchair users
can use it as well as everybody else. Where lowered
counters are not available at stations, alternative
arrangements must be made for wheelchair users so that
they can buy tickets at the same times as other people.
144
Wheelchair-height ticket sales:
The preferred solution is a dual-height counter or height
adjustable counter. The dual-height counter should have
an upper working surface of between 950mm and 1100mm.
The lower working surface must be a maximum of 760mm
from the floor to the counter top and must have a minimum
height of 700mm to the underside with 500mm deep leg
room. The depth of any counter must be a minimum of
700mm (including the staff side). For the lower working
surface any passenger facilities such as chip and pin
machines and ticket/ change mechanisms must be usable
by wheelchair users (reach ranges for wheelchair users are
in Tables D2 and D4 and Figures D3 and D4 in BS8300:
2001 Appendix 4). The counter must have a slight
upstand at the front edge so that tickets or change do not
fall on the floor. A height adjustable counter could also be
used as an alternative. Where dual-height counters are not
supplied, then the single dropped counter must meet the
lower working surface dimensions above, and have a raised
section of a maximum height of 1050mm so that ambulant
disabled people can lean or be supported whilst waiting.
An induction loop(s) must be provided. Where a dual
counter solution is used the width of the counter must be a
minimum of 1800mm, where a single dropped counter is
supplied the width must be a minimum of 900mm. The
same standards are used for information points (see
Technical note 62).
145
18
00
mm
m
0m
70
mm m
50 0m
-9 26
00
11
m
0m
m 30
0m
70 to de
i n rsi
m e
to un
d
m f
0m o er
76 side unt
o
top er c
low 0m
m
50
Detailed diagram of dual-height counters
146
■ Single ■ Dual height counters
adjustable
counter
Waiting at booking offices is difficult for people who cannot

stand for long periods. One solution is to provide handrails
of a type that can be leant on in places where there are often
queues or to provide ‘perch’ seating. Rope or chain systems
must be avoided as they do not provide a sufficient level of
support.
It is important that lighting in the booking office enables

effective lip-reading (light level of 100 lux measured in the
vertical plane is recommended). Increased lighting on the staff
side of the counter, in order to illuminate the staff member’s
face, will ensure this is effective. It is recommended this is a
minimum of 750 lux within a localised area i.e. at counter level.
All positions in the booking office must have amplification
systems if they are screened. All positions in the booking
● office must be fitted with induction loops. 67
147
Sound amplification at security windows:
Speak-through security panels can be a particular

communication barrier for visually impaired and hard of
hearing passengers. An amplification system must be
installed whenever such a screen is used, with induction
loops to assist hearing-aid users. The induction loop should
be mounted at a height of 1100mm so that there is no visual
barrier between the booking clerk and the passenger.
The standard induction loop symbol must be displayed
wherever they exist.
Glass screens must be unobstructed and non-reflective to

help lip readers.
Ticket vending machines

It is especially important that ticket vending machines are as
simple as possible to operate and for instructions to be clear.
Many stations on the network will only have one ticket
machine. When a new ticket vending machine is added or
an older machine is replaced then these machines must be
accessible to people of all statures, including wheelchair
users, including the ability to reach all controls, coin slots,
● and ticket dispensing points. 68 At larger stations where
there are multiple ticket vending machines and new ticket
machines are added, or older ticket machines are replaced,
148
then at least one ticket vending machine (or more if
appropriate) at each location (e.g. inside/outside ticket office,
different parts of the main concourse and on platforms) must
comply with Technical note 68. The total number of
new/replaced machines must be spread as evenly as
practicable across the different locations. It should be noted
that many people are intimidated by machines, and may be
deterred from using public transport if purchasing a ticket
seems too complicated.
Accessible ticket vending machines:
For automatic ticket vending

machines to be physically
accessible to all passengers,
none of the parts used to
operate the machine by a
passenger (including the coin
slot) must be higher than
1200mm or lower than 700mm
from the ground. The depth of
any passenger operated parts
of the screen, keypad and
ticket/change flap must be
operable/usable by wheelchair
users (reach ranges for ■ Compliant ticket
vending machine
149
wheelchair users are in Tables D.2 and D.4 and Figures D.3
and D.4 in BS8300: 2001 Appendix 4 and ‘Access to
ATMs: UK Design Guidelines 2002 Appendix 4). Touch
screens should be carefully considered when used for
providing tickets. Their design and use can make it difficult
for visually impaired and deafblind people to use such
systems. The information on the screen should be easy to
read, understand and see. Good contrast and fonts are
essential for visually impaired passengers. Ticket vending
machines must be carefully sited at stations so that glare
and reflections from natural or unnatural light are minimised
on the screen. The coin slot, credit card slot and
change/ticket flap must have adequate contrast so that
visually impaired passengers can identify them easily.
Ticket vending machines must be well lit (recommended
200 lux), so that information and operating instructions are
clearly visible when they are in use. Tickets and change
must be easy to retrieve by people with limited manual
dexterity. All station operators’ must, when providing new
ticket machines, provide ticket vending machines that retail
tickets with the Disabled Persons Railcard (DPR) discount,
otherwise the benefits of making machines accessible will
be lost to DPR holders.
150
LED Display
Coin Input
Credit Card Label
Coins Notes
Card Reader Cards
Note
e Input
Pin Pad Terms
m and
Tickets
Conditions
nd Label
Ticket
and Change
Collection Bin 1200
700
■ Detailed diagrams of a suitable compliant

ticket vending machine
PIN readers (‘Chip & Pin’)

When installing equipment, operators should take into
consideration Technical note 66 (heights for ticket counters
for wheelchair users and the need for any readers to be
accessed at such heights), Technical note 68 (height and
depth for readers to be incorporated into ticket vending
machines) and Chapters 5 and 6 (Keypads and Card Swiping,
insertion and withdrawal, which deal with specific standards
for the pads themselves and for the card readers) of Access
151
to ATMs: UK Design Guidelines (Appendix 4), so as to
gather as much information as is relevant. It is essential that
retail staff receive adequate training to enable them to assist
where customers are unable to use the PIN reader including
processing ‘Chip & Signature’ cards. However, staff should
not offer to key in the PIN number for any customer.
Further information may also be available from time to time at
the website: www.chipandpin.co.uk
B4.4 Passenger facilities
Telephones
All telephones must be clearly signposted and marked. Any
low level telephones and textphones must be easy to locate
and provided in the same area as public telephones.
Low height telephone ■
152
At least one telephone (or more if appropriate to the size and
usage of the station) must be placed at a convenient height
for wheelchair users, and be identified with a wheelchair and
● telephone symbol. 69 There must be nothing to stop other
people using this telephone. All telephones must be well lit;
it is recommended that the minimum lighting levels for
telephones are 200 lux.
These telephones must be located so the bottom edge of
the unit is 750mm above floor level and must not have any
of their operating parts higher than 1000mm above floor
level. A clear space of at least 1350mm x 1200mm is
required in front of the telephone. The cord must be at least
735mm long. The receiver should be positioned so that it is
fixed to provide 45mm clear hand space behind it, so that
people with manual dexterity difficulties can pick it up. The
receiver should have a rounded textured surface. There
should always be a raised pip on the ‘5’ button to allow
people to calculate the relative positions of each button.
To help passengers with a hearing impairment, all new public

telephones must have a volume control and must be fitted
with an inductive coupler. For heavily used areas of stations
in categories A-C (Section A4.8 Stations), at least one
payphone must be clearly marked as a textphone for
deaf passengers.
153
It is recommended that
consideration is given to the
acoustic insulation of areas
where telephones are sited so
that background noise is kept
to a minimum. Where possible
facilities should be recessed
out of the line of pedestrian
travel, as, for example,
achieved on the London
Underground Jubilee Line.
Overhanging hoods must be
sensitively designed and
extend to the floor. Textphone ■
Seating
Seating for passengers is extremely important, as many
people find standing for more than a few minutes
uncomfortable or
impossible.
As a general rule, seating

must be clean, comfortable,
easy to get in and out of,
and freely available. It is
recommended that outdoor
seating is designed to
Seating ■
154
prevent rainwater collecting in any part of the seat and allow
the seat to dry relatively quickly. In some areas, seats may
need to be designed to
prevent people sleeping
on them. This can be
achieved by providing
separate seats or
placing armrests
● between seats. 70
Seating ■
Seating areas:
There must be a range of seating to meet individual needs.

Various heights should be provided, standard seats should
be about 450mm from the floor. There must be a clear
space of 900mm x 1350mm for each wheelchair where there
are fixed seats. Seating layouts must allow a wheelchair
user and a companion to sit alongside each other. Other
seats should include seats with horizontal perch rails at a
height of about 700mm, these higher seats are for people
who find getting up out of standard seats difficult.
Not all seats should have armrests, so that bigger people or
for those with back problems can use them. Where arms
are provided they should be at a height of 200mm above
155
the seat to give passengers the options of an arm on either
or both sides to push themselves up from the seat.
Armrests should be coated or constructed from slip-
resistant material to ensure that good grip is provided.
Sharp edges and corners must be avoided.
There must be spaces for wheelchairs where there are
fixed seats:
Fixed seating capacity Number of wheelchair spaces

4 to 25 1
26 to 50 2
51 to 300 4
301 to 500 6
It is recommended that seating is aligned with other station

furniture. Seating must not obstruct the main flow of
passenger movement, be clearly visible and able to be
detected by long cane users.
Priority seating
Even where no specially designated seating is available in a
waiting room or elsewhere in a station, it is recommended
that consideration is given to clearly marking
strategically-positioned seats as being priority seating for
disabled people, older people, pregnant women and those
carrying young children. Such seating must be near to
156
entrances, travel information, toilets and other facilities, and
be clearly marked. There must be enough space under or
adjacent to these seats to allow an assistance dog to lie clear
of the pedestrian route.
Toilets
As a general principle, disabled people must not have to
travel further to find a usable toilet than other people. Toilets
must be signposted and well marked.
Toilets must be designed so that they can be used

independently. People may need assistance because of their
disability. They should never need to ask for assistance
because of the design of the toilet.
Where turnstiles or other barriers are used at toilet

entrances, an accessible manual gate must be permanently
available for passengers who would not otherwise be able to
get in. Coin slots must be clearly visible with a contrasting
band around the slot. They must be easy to use by
passengers who are visually impaired, or have impaired hand
or arm movements.
Where new toilets are being built, or where existing toilets

are undergoing a major refurbishment (involving renewal or
removal of walls, sanitary ware or plumbing, for example),
toilets for disabled people must be provided. When more
than one accessible toilet is being planned, both left and right
hand transfer layouts must be provided (see ‘Space’ below).
As well as being accessible to people in wheelchairs, a well
157
designed toilet must be easy to use for a wide range of other
people including those who cannot bend, those with limited
strength, impaired balance, impaired vision and those who
● make involuntary movements. 71
Wall view of the layout of a typical accessible unisex toilet.
© BSi
158
View from above of the layout of a typical accessible
unisex toilet.
© BSi
159
Diagram of transfer positions.
© BSi
The number of accessible toilets will vary according to the

size of the station and its pattern of use.
160

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● Doors must contrast in colour with their surroundings.

Higher levels of illumination are desirable for visually

White artificial light is more effective than yellow artificial

New lighting columns must be not less than 2500mm from

Different lighting levels are recommended in sections B5.2

It is recommended that floors have a matt or semi-matt finish

All floors should have some slip-resistance when wet or dry.

New hard floor surfaces, such as ceramic tiles, natural stone,

Steep cambers can cause problems for both visually impaired

Drainage grilles should, where possible, be offset from the

Any temporary hazards, such as wet areas caused by a leak

Passengers with visual impairments encounter difficulties

Glass and transparent materials

Any highlighting and manifestations

When commissioning work, station operators (or Network

Handrails must always be provided on one side of staircases

B4.2 Information at stations

Signs are not a substitute for good station design. As far

Direction signs for

Information displayed on signs must be as clear as possible

Overhead signs must have adequate clearance from the sign

All signs must be well lit at all times. Lighting levels of a

Signs must not be placed where they may be an

The Sign Design Guide (see Appendix 4, Section C)

A selection of sans serif typefaces. The letter O should

Some of the most legible serifed typefaces. Look at the

x Italics are not very clear

Lower case lettering is generally easier to read than capital

Words are more legible and easier to remember if lower

Even with blurred vision, upper and lower case words

Background Sign Board Legend

Black, dark green

Back-lit sign Black White or yellow

Particular care must be taken with any colour used to

However symbols must not be used without text unless it is

ISA – International Accessible to people

Examples of obscure pictograms to be avoided.

Because the ‘International Symbol for Access’ is commonly

Level access Accessible ramp Accessible lift

Illuminated signs and variable message signs

The rules about legibility set out above apply equally to

High level screens should be fixed at an angle between

Viewing Distance Good Text Minimum

Glare from lighting can be a major cause of discomfort,

It is recommended that all screens and signage are mounted

Embossed signs are essential for people who have no

Where street maps are provided, it is recommended that they

Navigation systems for visually impaired

At very busy stations (station category A at all times, B and C

Announcements must include information about the probable

Announcements must be given early enough to allow enough

Where announcements do not cover every departure, an

All PA systems must be linked to induction loops that cover

Help and information points

New installations must be fitted with induction loops. It is

■ Platform help point

Staffed information points

These points must be designed and equipped to make it

Staff must have appropriate training to help them communicate

Detailed information about the accessibility of all stations

Timetables, fares, connections and confirmation of any help

Non-information staff who are likely to be asked for information

Passenger train operators and station operators are expected