Академический Документы
Профессиональный Документы
Культура Документы
Accessible
Contents
1. Policy Summary
4. Passenger Information
6. At Stations
7. On the Train
8. Making Connections
10. Contact Us
2 3
Introduction 1. Policy Summary
South Western Railway (SWR) is operated At South Western Railway, our goal is to
by FirstMTR. We provide main line services provide exceptional customer service for
from London Waterloo, Suburban services all our customers, making it easy for them
in South West London and regional services to use SWR services and tailoring the
to Reading, Basingstoke, Southampton, experience to their needs. We understand
Salisbury, Portsmouth, Bournemouth, the importance of accessible travel on
Bristol, Weymouth, Yeovil, Alton and Exeter, public transport and appreciate the
as well as Island Line services across the independence and mobility it can offer
Isle of Wight. elderly and disabled customers, we strive to
deliver excellent customer service for all our
Over the coming years we will be working to improve the
accessibility of our services. We will be investing in stations and customers. We recognise that rail can be a
trains to improve our service to customers. We are dedicated to
ensuring that accessibility of our service is always at the heart
lifeline and provides the freedom for many
of our decision making. We train our staff to be able to assist people with disabilities to be independent.
customers as required.
We take this responsibility seriously, and will continue to work
with Transport Focus, Rail Delivery Group (RDG), the Disabled
Persons Transport Advisory Committee (DPTAC), the Department
for Transport (DfT), Travel Watch South West and the Office of
Rail and Road (ORR) to improve our offering, to ensure it meets the
highest standards and delivers against the needs of our disabled
customers.
4 5
Our Making Rail Accessible document is part of our Disabled
Peoples Protection Policy (DPPP). It is split into two parts: 2. Assistance for Passengers
Policy Document: Making Rail Accessible Guide to Policies and
Practices How to Book
Our policy document sets out our plans and strategic direction. We We provide an Assisted Travel service which enables disabled
will be launching an Accessibility forum to consult our disabled and older people to arrange, in advance, the assistance they
and older passengers while we are developing our plans, this require for boarding and alighting trains and moving through our
forum will be chaired by Disability Rights UK and members sought staffed stations, our assisted travel team are able to tell you what
to represent service users and work with local representative assistance is available at each point on your journey.
groups. We actively contact customers after an assistance
booking to gain their feedback to drive service improvements. There is a member of staff on every train who can help you on
If you have suggestions, please contact us at or off the train to the platform, if you are travelling to or from
www.southwesternrailway.com a station at which you cannot get between the platform and
the station exit, we will discuss this with you when you book
Passenger Document: Making Rail Accessible Helping Older assistance and either organise staff to help you or alternative
and Disabled Passengers arrangements may be made to facilitate your journey.
This document tells you what services we provide to help people
with mobility difficulties, especially our older and disabled Book Online at
passengers, how to book assistance, and what to expect www.southwesternrailway.com
when travelling with us. We will update this document as our
services change with the introduction of new trains and station or call
improvements. 0800 528 2100
text phone 0800 692 0792
Both of these documents are available to download from our
website, or can be requested from our Customer Relations team. We make sure that we provide enough people to maintain and
They are also available in alternative formats (see section 11). improve this service, and provide regular training to our advisors
Making Rail Accessible Helping Older and Disabled Passengers to ensure they are suitably skilled to deal with your requests.
is also available in leaflet form at all staffed stations where our
trains call. Our online form lets you choose which type of assistance you
require for each part of your journey. We will confirm everything
with you before you travel.
www.southwesternrailway.com
For assistance between any other SWR stations booking time will
be reduced to 12 hours.
6 7
For all other journeys Request a portable ramp for boarding or alighting.
If your journey means that you are boarding or alighting, or Request a wheelchair to assist with transferring between the
changing trains at a station which is not managed by South platform and the train or moving around the station.
Western Railway, the notice period needed to book assistance Book staff assistance to provide guidance if you request it.
may be longer (standard booking time is 24 hours before travel).
Whichever way you choose, either by phone or online, we You can also:
recommend that you book travel assistance as early as possible, Purchase travel tickets.
24 hours in advance of travel. Make seat reservations (where available), including the booking
of dedicated wheelchair spaces.
Make travel reservations on services operated by other train
Unbooked Assistance companies where reservations are available.
When assistance has not been booked in advance, we will still try Check the accessibility and facilities on our trains and at our
to provide the assistance required whenever possible and with stations.
minimum delay. Request any other assistance that might be needed during your
journey.
There are various ways that we can make your journey possible.
For example, all of our trains have a member of staff on board Please be aware that there are limits to the assistance we can
who will provide you with assistance with boarding if you are provide. We cannot provide personal care (for example help
already on the platform before the train arrives, and they will eating, drinking, taking medication or using the toilet). We do not
help you alight from the train at your destination. If you need personally escort customers throughout a journey.
assistance from the platform to the station exit, at staffed stations
this can be provided (please be aware that if unbooked there may When assistance has been booked in advance, we will ensure that
be a short wait for staff to be available to assist you). If you need passengers are assisted off a train at their destination as quickly
assistance at unstaffed stations to get to the platform please as possible and within a maximum of five minutes wherever
call us on the number displayed on the information poster at the reasonably practicable.
station entrance, we will discuss your needs and seek a way to
best assist, in some cases this may be through a staff member To help you understand what assistance you may require during
attending the station however it is likely that if the station is your journey, we have included a summary of facilities available at
inaccessible to you, an alternative form of transport will need to the stations we call at, at the back of this document. You can see
be provided (see Inaccessible stations on page 10) If you have the full list of all facilities available at every station on the National
not booked assistance and plan on alighting at a station whose Rail Enquiries website at
physical structure prevents you from leaving the platform, please www.nationalrail.co.uk/stations_destinations
speak to a member of staff before boarding the train to discuss a
Not all assistance on our services is provided by SWR. We serve a
suitable solution. We always recommend that you contact us in
number of stations managed by other operators such as Southern
advance of travel to allow our staff to be aware and looking out for
Railway, Great Western Railway and Network Rail, it may therefore
you.
be staff from another operator providing your assistance.
However, all assistance can be booked through our Assisted Travel
Types of Assistance team.
We are part of the national Passenger Assist system which
is used by all train operators. This allows any train operating We will ensure that the information on the knowledgebase which
company to access a shared knowledgebase containing details relates to SWR services and stations is always updated when any
of all station staffing times, facilities and staff availability. This changes take place. Please also check our service updates as
means that we can book all of your assistance at once, even if short term or emergency change will be displayed here.
your journey involves you travelling on trains run by more than
one operator. Please be aware of the limitations regarding the size and
manoeuvrability of wheelchairs and mobility scooters governed
Our Assisted Travel team will ensure that the assistance requests by safety aspects which may prevent you from travelling on our
are passed to all the people you need to help you all along your services. Please see section 7.3 for more details.
journey.
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Travelling to/from an Unstaffed or Inaccessible
Station
3. Alternative Accessible
If you wish to travel to or from a station that is unstaffed when Transport
you need to use it or is inaccessible to you, we can still provide
you with assistance to help you make your journey. We want to do
everything that we reasonably can to help you make your journey,
Limited Accessibility Stations
so please contact us to discuss your individual circumstances and We will ensure that you make as much of your journey by rail as
the help we can provide to support you. There are various ways possible. If, however you cannot access a train service because
that we can make your journey possible. For example, our on-train of a physical feature of our station, we will provide alternative
staff will provide you with assistance with boarding if you are accessible road transport, at no additional cost, to or from the
already on the platform before the train arrives, and they will help nearest or most convenient accessible station.
you alight at your destination. We recommend that you contact
us in advance if you wish to travel to or from these stations to When you book assistance to or from one of these stations, or if
allow our on-train staff to be aware and looking out for you. If you havent booked assistance and call the Freephone number on
your assistance needs require it we can also provide alternative the welcome poster at the station, our team will discuss with you
transport such as a taxi, at no extra cost to you, to take you to the the type of alternative transport you require so that we can ensure
nearest accessible or staffed station, where a member of staff that the type of vehicle meets your needs.
will be on hand to assist you. In special circumstances, and where
there is no viable alternative, we may consider sending a member Alternative Accessible Transport During
of staff to assist you where it is both reasonable and practical to Planned Engineering Works
do so. When a train service is replaced by road transport due to planned
engineering works, an accessible bus service is normally provided.
BlueAssist Where the bus service is not accessible, we will provide another
South Western Railway will be partnering with accessibility means of accessible transport.
charity, BlueAssistUK. BlueAssist is a simple way of asking for
assistance, for people who have difficulty travelling. Write out a Alternative Accessible Transport During
card with your question or request and present it to a member of Disruption
our staff, who will be happy to help. A mobile phone app is also
available, which can speak the words typed out. Where our services are disrupted and alternative transport is
inaccessible to you, we will provide other transport accessible
Our staff are currently being trained on how to recognise the to you to take you and anyone travelling with you to or from
BlueAssist cards and we aim to launch the service around May the nearest or most convenient accessible station. This will be
2018, more details will be available at stations, on our website and provided at no extra cost. However, if we find that there is a
through our passenger assist team. quicker method of travel, e.g. travelling on the next train, we will
discuss this with you and make the necessary arrangements to
Complaints and Compensation move your booked assistance to the relevant service.
We will regularly review how the Passenger Assist system is When a train service is replaced by road transport due to planned
working along with other train operators through our work with engineering works, an accessible bus service is normally provided.
Rail Delivery Group (RDG) and we will work towards making any Where the bus service is not accessible, we will provide another
necessary improvements. means of accessible transport.
If you have booked assistance for your journey with South If a train terminates short of its destination, the on-train staff
Western Railway and we have not been able to provide this to you, will make the necessary arrangements for assistance with
we will pay you compensation. You will be compensated for 100% your onward travel., if you are at a staffed station and there is
of the cost of your single ticket or 50% of the cost of your return. disruption, please speak to one of our colleagues who will assist
Please contact our dedicated Assisted Travel team on you either to the next available service or alternative accessible
0800 528 2100 to make your claim (remember to have your transport, at unstaffed stations please use the help point.
assistance booking reference to hand).
10 11
4. Passenger Information If you dont already have a Disabled Persons Railcard, you can find
out more and apply by going online to
www.disabledpersons-railcard.co.uk, by calling National Rail
We know it is important for you to be confident that information Enquiries on 0345 748 4950 or 0345 605 0600 (minicom for
we give you is accurate and consistent. We will ensure information those with hearing impairments), or by picking up a leaflet from
displayed on our website, and the National Rail Enquiries website, your local ticket office. You will need to supply proof of disability
is accurate and up to date. as part of your application.
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People who stay in their own wheelchair for a rail journey
If you need to stay in your own wheelchair during a journey and 6. At Stations
you do not have a Railcard, you are eligible for the concessionary
discounts below on both adult and child fares. The discounts We have management responsibility for 186 of the stations that
below apply if you are travelling alone. They are also available to our services call at. These are shown in the list at the back of this
one adult travelling with you. booklet with a summary of the facilities available at each station
Concessionary Fare Discounts and at other key stations our trains call at. For full details of all
In many cases, Off-Peak, Super Off-Peak or Advance tickets may facilities available at any station, please visit the National Rail
cost less than the discounted Anytime Fare. Ticket office staff will Enquiries website at nationalrail.co.uk/stations_destinations
make you aware if there is a cheaper fare available. As part of our commitment, from the start of our franchise we
will work on improving accessibility at our stations through our
First Class/Standard annual access improvement fund to invest in station accessibility
improvements as well as our continued work to increase the
Anytime Singles or Returns 34% off number of fully accessible stations on the network. We continue
to seek new methods of increasing accessibility across our estate;
Anytime Day Single 34% off we have an ongoing programme of improvement works and will
seek to build on this to enable ease of use for all passengers
Anytime Day Return 50% off
across the network.
Freedom Passes If for any reason it becomes necessary for us to alter facilities
Older or disabled passengers who live in the London area and permanently at any of our stations, leading to restricted access
have a Freedom Pass are entitled to free travel on South Western for disabled passengers, we will consult the Department for
Railway services within the London Fare Zones only after 09:30 Transport, Transport Focus, London Travel Watch (where
Monday Friday and any time at weekends or on public holidays. applicable) and local access groups before any permanent
changes are undertaken. These changes need to be approved by
Oyster cards the Department for Transport.
Oyster cards are valid for travel in the London Area and must be
touched in at the start of the journey and touched out at the end. 6.1 Aural and Visual Information
The Disabled Persons Railcard or Senior Railcard discounts can
Most SWR managed stations are fitted with audio and visual real-
be registered onto an Oyster card at any London Underground or
time information systems, giving clear and consistent information
London Overground station, as well as any National Rail station
regarding train departures and delays or disruption. Those that
ticket office that issues Oyster cards. This will entitle you to the
dont have Customer Information Screens all have customer help
Railcard discount on the Oyster pay as you go single fares and
points providing train information and access to an operator for
daily caps on National Rail, London Underground and Docklands
assistance.
Light Railway services in the London Fare Zones. For more
information about Oyster cards please go to At times of disruption, staff will update visual information systems
www.tfl.gov.uk/oyster or www.nationalrail.co.uk/oyster as soon as reasonably practicable to keep passengers informed of
the situation and we will also use voice announcements.
Induction loops are also fitted at all our booking offices and ticket
machines to help when you are at the ticket office, listening to
announcements on the platform or using our help points. We also
have 91 video linked ticket machines allowing you to talk directly
to an operator who will assist with your ticket purchase or provide
other assistance and journey information.
You can also use our app to help find live train running
information. You can download the app from the App Store or Play
Store. Search for SWR APP.
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6.2 Information Points and Displays 6.6 Left Luggage
Each of our stations has posters displaying information about the London Waterloo is the only station on our network with a left
station, facilities and accessibility information including a station luggage facility. This is managed by Excess Baggage Company and
map, contact details for our Assisted Travel team and those of any is open Monday to Sunday 07:00 to 23:00, for more information
other operators who use the station. please call 0800 077 4250.
All our trains have overhead storage racks for small to medium
sized bags, and luggage racks for larger bags. Smaller bags can
also be stored under seats. If you are a wheelchair user, our staff
can position your luggage close by.
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6.11 Toilets 7.2 Seats and Wheelchair Spaces on Trains
Many of the accessible toilets at our stations are part of the Seat reservations are not available on South Western Railway
RADAR National Key Scheme so you need a radar services; we can make reservations for other parts of your journey
key to use them. You can find out more about this, and where reservations are available. All trains (except those on the
how to get a key, at Isle of Wight) have priority seats that have been designated for
https://crm.disabilityrightsuk.org/radar-nks-key passengers with reduced mobility and are clearly labelled and
located near the doors.
Were always looking to install more accessible toilets at our
stations. And whenever we refurbish any, we always look to make Accommodation for disabled passengers is indicated by the
them more accessible. appropriate symbol on the exterior of the carriage, and on
pictograms and notices within the train.
6.12 Security
If you are unable to find seating, you should bring this to the
Many of our stations have the Secure Station Accreditation. Its a attention of our on-train staff, who will help you to find a seat.
national scheme, led by the British Transport Police (BTP) with the
DfT. It sets good practice and accredits individual stations which
have worked with the BTP and other local partners to make the
7.3 Mobility Aids
station safer. Its designed to not only make stations more secure, Wheelchairs
but to reassure passengers and staff that rail companies are Manual or electrically-powered wheelchairs not exceeding
always looking for ways to deter crime and anti-social behaviour. 700mm wide and 1200mm long with a combined weight of
passenger and wheelchair of not more than 300kg can be carried
on all our trains. These standard dimensions are in accordance
7. On The Train with Interoperability PRM-TSI, 2014 guidelines.
Announcements will also be made relating to any alterations to We accept folding or dismantled scooters on all our services.
the normal service, including delays. Whilst we cannot offer assistance with folding or breaking down
of scooters, we can arrange assistance to help get the folded/
You can also use our app to help find live train running unassembled scooter on and off the train. Our Assisted Travel
information. You can download the app from the App Store or Play team can book this for you.
Store. Search for SWR.
We take class 2 scooters of a size 1200mm by 700mm, the
Another option which is available is journey check. Go to scooter and rider can be no more than 300kg. The carriage of
www.southwesternrailway.com. From here you can search for scooters in their assembled state is permitted on some of our
train services and set up mobile and text alerts. services provided that you carry a valid SWR Scooter card. An
application to join our scooter card scheme is available on our
website at www.southwesternrailway.com.
18 19
When completing the application, you will need to tell us the Bicycles, tandems and handbikes
size (limitations detailed above), climbing ability and turning We recognise that there is a growing trend for bicycles and their
capabilities of the scooter. This, coupled with the combined derivatives to be used as mobility aids. Where possible, we will
weight of both the scooter and scooter user will determine accommodate these on board our trains, subject to the terms of
whether we are able to carry your scooter on our service. our Cycle policy, which can be found on our website at
www.southwesternrailway.com
When you are on the train, it is always best to transfer from your
scooter to a seat for the journey, if you can. Tandems, tricycles, handbikes, recumbent cycles, motorcycles
and bicycle trailers cannot be carried on any South Western
If you are unable to fold/dismantle your scooter, and do not hold a Railway train as the trains do not have the space to accommodate
scooter card for our services, we will not be able to take it on our these.
services. Please be aware that as we introduce new fleets of trains
onto our services our ability to carry scooters may change. Our 7.4 Assistance Dogs
policies and procedures will be updated to reflect these changes.
Registered Assistance Dogs are welcome on all our services. If you
Please note that when making a journey that involves more are travelling with an Assistance Dog and there are no standard
than one train operator, you may find that each operators policy class seats available, you can upgrade to first class for free.
relating to scooters varies. This is because they have different
types of trains and not all trains can carry scooters safely. 7.5 Our Trains
Our Assisted Travel team will be able to help by both booking We currently operate a number of types of train. All of our trains
assistance and advising you on each operators policy on scooter built after 1998 are compliant with the Rail Vehicle Access
carriage, and advising you if the whole journey is possible with Regulations (RVAR); those built before 1998 are not compliant.
your scooter. However, modifications have been made to ensure these older
trains do provide access for disabled people. The information
If you have booked a journey with your scooter and the train
below details the general facilities available on each of our train
services are disrupted, we will source alternative transport for you
types including the routes they operate.
and your scooter.
During the course of this franchise we will be introducing a
Walking frames/rollators
number of new trains, all of which will be fully compliant. The
Walking frames and rollators may be carried on board any South
introduction of our new trains by 2020 which are currently being
Western Railway service. We recommend booking assistance to
built and all have PRM -TSI compliant toilet facilities will allow our
help with any luggage you may have, to help you with boarding/
mainland trains to all have accessible toilets; the class 483 trains
alighting from the train, and to assist you to your seat. Where your
on the Island Line do not have toilets.
journey starts or ends or a transfer is needed at a larger station,
it may be best to make use of a station wheelchair or buggy.
Our Assisted Travel team can assist you with making suitable
arrangements.
20 21
The following table details the current accessibility of our active
fleet
Class 455 All Suburban services on the lines to 2 plus 2 flexible No Yes No toilets
Chessington, Dorking, Guildford, Woking, spaces
Hampton Court, Hounslow, Kingston and Shepperton
Class 483 Island Line Trains, Isle of Wight None but sufficient No Yes No toilets
space in train
Class 456 Alton, Aldershot and Guildford to Ascot, 2 No Yes No toilets
Richmond and Waterloo
Class 707 Waterloo to Windsor (TBC) 2 Yes Yes No toilets
BlueAssist card will make this easier for those with disabilities,
8. Making Connections particularly hidden disabilities.
Our staff will try to give enough time to allow people who need
extra help to board the re-platformed train, but should any
8.1 Connections to and from Other Train changes result in a change to your journey they will coordinate
this for you.
Services
When making train connections, please allow enough time to 8.2 Intermodal Connections
transfer between trains. You will be advised of connection times We can provide assistance to and from the station entrance,
when making your booking through our Assisted Travel team, who forecourt, car park, taxi rank or connecting bus service, if this is
can discuss alternative journey options with you to allow more within the forecourt when a station is staffed. We cannot provide
time to transfer between services if required. assistance to and from other transport links beyond the station
boundaries.
Our staff are trained to ensure that your needs are considered at
all times and particularly at times of disruption to train services. At some of our stations, we manage taxi ranks and as part of our
When platform alterations occur at short notice: agreement with the operators they have the ability to source a
Station staff, where available, will assist you to the correct suitable accessible vehicle to meet your requirements. At stations
platform and will also carry your luggage, if necessary. without a formal taxi rank local taxi companies are sometimes
Staff will update visual information systems and make voice advertised.
announcements.
Staff will look out for visually-impaired passengers who need Where we can we will work with other transport providers who
assistance and will help where required; once launched, our serve our stations to ensure that a full assistance service is
provided.
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9. Disruption to Facilities and 10. Contact Us
Services We welcome comments on accessibility issues and any
suggestions for improvements to the services we provide.
We understand that disruption to services and facilities can Customer comment forms are available from all our ticket
be a problem for all passengers, especially older and disabled offices, by downloading a form from our website
passengers, and our priority is working to minimise any disruption www.southwesternrailway.com, or by contacting the Assisted
to our customers. If there is an emergency, our staff are trained to Travel team.
protect disabled and older passengers.
We also welcome general feedback. You can contact us
Where services are disrupted, we will do everything possible
to ensure that you are able to continue with your journey. We www.southwesternrailway.com
will offer accessible transport to take you to your destination
Twitter:
or back to your station of origin, if more convenient. Where
@SW_Help
replacement transport is in operation we will provide, where
possible visual information on our information screens, automatic By Phone:
announcements or staff announcements to direct customers Customer contact centre
to alternative transport. If disruption occurs before leaving your Phone: 0345 600 0650
station, passengers are normally offered the next available
service. If we are not able to run train services at all, we will re- Passenger Assistance
book you if you wish to travel on a different day. Phone: 0800 528 2100
Textphone: 0800 692 0792
If services are going to be disrupted for a longer period of time,
or if we are aware in advance that there is going to be a problem, Lines are open 06:00 to 22:00 seven days a week, including
our Assisted Travel team will contact you if you have booked Bank Holidays, except Christmas Day and from 08:00 to 18:00 on
through Passenger Assist and they will help you to make new Boxing Day, New Years Eve and New Years Day.
arrangements.
However, other train operating companies Assisted Travel teams
Where train services are replaced by buses during disruption, we are available on 25 December and can book assistance at stations
will endeavour to ensure that an accessible bus is provided and if and on trains for all train services. Please contact National Rail
this cannot be achieved, a taxi suitable for you will be provided at Enquiries on 0345 748 4950 who will be happy to transfer you to
no extra charge. the appropriate team
We will make announcements at all our stations to update By Post
passengers during disruption and update our information screens South Western Railway
with latest travel information, customers can also use help Overline House
points provided at stations to contact our control centre. Station Southampton
Information notices at the entrance to our stations show contact SO15 1GW
details for both our Customer Relations and Assisted Travel teams.
Our board has executive responsibility for this booklet. Our
We will advertise and update on both National Rail Enquiries and Accessibility and Inclusion Manager has day-to-day responsibility
our website within 24 hours of notification any facilities that may for accessibility and assistance issues.
be temporarily out of order if this affects accessibility at that
station. Severe disruption will also be communicated in the form
of banners across the top of these websites. We will endeavour
to repair or replace station facilities where possible if impacted
through failure or disruption preventing their use, if required
alternative facilities or temporary working arrangements will be
introduced and communicated locally and on our website. Where
known, we will publish an expected timescale for facilities to
return to use.
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11. Alternative Formats Station Accessibility Information
Step-free access
Full - station has level/step-free access onto the station and
We can provide you with copies of this booklet and our Policy platforms.
document in alternative formats. You can request copies via Part - step-free access to at least one but not all platforms or
the contact methods listed above or direct from our website. difficult interchange.
Regardless of how you request an alternative format, we will
provide it within seven working days. The alternative formats Passenger assistance staff
available are: Indicates availability of staff able to provide passenger assistance.
Large Print Some stations are unstaffed or only staffed for part of the day.
Braille Where staffing is indicated as full time, station may not be staffed
Audio until the end of service. Ticket Office staff are unable to assist
Easy Read with boarding and alighting from the train.
We will keep up to date with developments in alternative formats Ticket office height adjusted
and update this list as appropriate. The ticket office has an accessible ticket office window.
Feedback is welcomed from all customers and we strive to have Blue Badge parking
as accessible an approach to receiving your views, our contact us Blue Badge Parking is available at the station.
section details the variety of methods to contact us through.
Compliant seating
All our stations have seating. This indicates whether the seating is
12. Station Accessibility compliant, for example, if it has armrests.
We manage most of the stations which our services call at. Secure station
The rest are managed by other train operating companies or The station has got secure station accreditation.
by Network Rail. These operators also have their own Disabled
Peoples Protection Policy setting out their arrangements for Catering
assisting passengers at their stations. We work with these station Refreshment facilities available on the station.
operators to ensure they provide the best service possible to Customer information systems
disabled customers. CIS - Customer Information Screens providing clear visual
The following table provides a general summary of the facilities information
available at each station that we manage, current at the time of PA - Public Address system providing clear aural information
producing this document, along with the station owner at each of Help point - On a few of our stations CIS and PA are not available.
the stations where we stop. If you require information on one of these stations you are advised
to use the Help point.
We are continually investing in accessibility improvements at our
stations, and will ensure that the information on our website is Designated meeting point
kept up to date. Meeting point for booked assisted travel during staffing hours. If
the meeting point is unstaffed, please approach any member of
For more up to date information, including recently installed new staff for assistance.
facilities available at our stations, or for information about stations
elsewhere in the UK which are not listed within this document, All our ticket vending machines can sell tickets with Disabled
please visit the National Rail Enquiries website Persons Railcard discounts.
www.nationalrail.co.uk or call 0345 748 4950 (phone)
0345 605 0600 (minicom)
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Stations Managed by Other
Operators
Station Operator Website Assistance Booking
Ashtead Southern www.southernrailway.com 0800 138 1016
Box Hill and Westhumble Southern www.southernrailway.com 0800 138 1016
Bradford on Avon Great Western Railway www.GWR.com 0800 197 1329
Bath Spa Great Western Railway www.GWR.com 0800 197 1329
Bristol Temple Meads Network Rail/ GWR www.GWR.com 0800 197 1329
Bruton Great Western Railway www.GWR.com 0800 197 1329
Castle Cary Great Western Railway www.GWR.com 0800 197 1329
Dean Great Western Railway www.GWR.com 0800 197 1329
Dorking Southern www.southernrailway.com 0800 138 1016
Epsom Southern www.southernrailway.com 0800 138 1016
Exeter Central Great Western Railway www.GWR.com 0800 197 1329
Exeter St Davids Great Western Railway www.GWR.com 0800 197 1329
Frome Great Western Railway www.GWR.com 0800 197 1329
Keynsham Great Western Railway www.GWR.com 0800 197 1329
Leatherhead Southern www.southernrailway.com 0800 138 1016
London Waterloo Network Rail
Mottisfont and Dunbridge Great Western Railway www.GWR.com 0800 197 1329
Oldfield Park Great Western Railway www.GWR.com 0800 197 1329
Reading Network Rail/ GWR www.GWR.com 0800 197 1329
Romsey Great Western Railway www.GWR.com 0800 197 1329
Trowbridge Great Western Railway www.GWR.com 0800 197 1329
Warminster Great Western Railway www.GWR.com 0800 197 1329
Westbury Great Western Railway www.GWR.com 0800 197 1329
28 29
Step free Station Map
Milton Keynes, London
Birmingham and the North Victoria
Watford Junction London
Waterloo
e
Br
Windsor & idg Shepherds Bush
en
Sy
Br
tfo
on
Eton Riverside w
Ke ick
Isl
Kensington
rd
La
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w
Ho
s e (Olympia)
ne
i
Heathrow Ch idg
or
Datchet Vauxhall
un
Br
th
Airport
slo
s
Sunnymeads m ts n rne h
w
ha gare ond Shee Ba ort
Vi
n n Queenstown
w
rg
to e r s y s
Wraysbury hit ick t. Ma ichm orth rne tn
e nd n Road
Eg
ini
w
Tw Ba Pu Wa To
aW
ha
W S R N Clapham
Lo
m
Su
at
ng
Staines Ashford Feltham Mortlake Wimbledon Junction
er
nn
cr
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rk
ing
ick
o
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ss
n
Ea don
Hill
M
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da
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co
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ld
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Br
yn
W
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W
T
ac
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New
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on
inn
Oxford, Birmingham
kn
Pa
ing
Malden
lin
Hampton Court Surbiton
W
er
e
and the North
rk
k
ll
ha
inn
sh
Thames Ditton Berrylands
m
Tr
e
Chertsey Motspur
rsh
ian
Reading to Gatwick Airport Esher Park
M an h
Bagshot
gle
Ch
ald or
Ea
Hersham
To
M rt
es N
rle
en
Addlestone Walton-on-
lw on
Crowthorne
sin or
y
Bath, Bristol, South Wales Reading
o
Camberley Thames Hinchley Worcester Beckenham
and the West Country
gt th
South Wales, Wood Park Junction
Byfleet &
Birmingham Weybridge
Tr
Br
Frimley Elmers End
W
ow
Ba
oo
es
Claygate
th
Chessington
br
Ewell
fo n
kw
tb
West Byfleet
idg
Sp
rd
South New
ur
West
oo
Bristol
Fa
-
Blackwater
a
Mortimer
y
Addington
d
Woking West East
rn
Temple Meads Bramley
bo
Oxshott Croydon Croydon
Epsom
ro
Frome
ug
Taunton, Farnborough North Worplesdon
h
Exeter and the Bruton Warminster
Bristol Airport Fleet
West Country ad Cobham & Ashtead
Ro )
Te
ey
m
Gi mb
Ca nd rsl
Ax iton
ple
hit
Ho
An
Gr
Ov
Yeovil where Oyster and
lis
rth
Ho
Tis
m
ch
co
Yeovil
No
at
gh
Bus Station
ins
do
bu
ke
er Basingstoke
n
Contactless Payment
bu
ur
ele
Pen Mill
As
to
am
W
Box Hill &
rn
ve
ry
t
ch
an
h
e
Aldershot
r
bo
Yeovil Sherborne Dorking Redhill
rou
Micheldever Farnham
Junction Dean Chandlers Ford
Fe
gh
Okehampton Winchester Farncombe
nit
Sh
Ch
Go
Do
Do eep
Be
Re
(Summer Only) Mottisfont & Bentley
W
Shawford Godalming
(D
Gatwick
iga
on
tc
alf
rk
rk de
m
ilw
Southampton
him
Dunbridge
Cr
hw
sh
ing
ing ne
or
Airport
or
te
Airport Parkway Eastleigh Alton Milford
an
all
d
ple
th
or
W
Pin
Exeter
br
t
es
h
Witley
oo
Three
ho
)
Swaythling The
k
C
Bridges
ete al
Line
Paignton, Woolston Liphook
Plymouth and Romsey Town Brighton
Sholing Alresford Liss
M
Penzance Quay
illb
Exeter Airport
Re
Netley Petersfield
ro
Botley
db
To
Brighton, Eastbourne,
ok
Hastings, Ashford
As
ge
n
International and
hu
Bursledon
Be
Hythe
au
Br
Ne
oc
u R st
ke
Exmouth
Bournemouth There may not be step-free access to or between
ay
nh
Fo
Ne
oa
d
w
Hi
st)
M
nt
Fratton
on
n
Po
Ad
m
Bo
hu
Cowes
Br
c
ow
l
h
Newton
n
Portsmouth Harbour
an
em
nf
Pa
ou
om
Po
Isle of
sto
Bo
th
ole
Ryde Esplanade
e
Ha
Wight
ne
sc
Yarmouth Connections to
m
om
Ho
be
W
rth
Bus links
y
Junction
ea
Wootton
oo
am
M che
th
l
Swanage
Do outh
To Channel Islands
et
S
& France
on
Weymouth Swanage
Up
Lake
we
ste
30 31
Station accessibility
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Addlestone SWR ASN None Full No No No No No CIS/PA Yes No
Full
Aldershot SWR AHT Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Alton SWR AON None Full No Ticket Office Yes Yes CIS/PA Yes Yes
Part
Andover SWR ADV Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Full
Ascot SWR ACT Part Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Ash Vale SWR AHV None None No No No Toilet Yes CIS/PA Yes Yes
Ashford Part
SWR AFS Full No Ticket Office Yes Yes CIS/PA Yes Yes
(Surrey) Time
Part Approach
Ashtead Southern AHD Full No Yes TBC CIS/PA Yes Yes
Time Staff
Barnes Bridge SWR BNI None None N/A No No No Yes CIS/PA Yes No
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
32 33
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Full
Basingstoke SWR BSK Full No Gateline Yes Yes CIS/PA Yes Yes
Time
Full Approach
Bath Spa GWR BTH Full Yes Yes Toilet Yes CIS/PA Yes Yes
Time Staff
Full
Bournemouth SWR BMH Full Yes Gateline Yes Yes CIS/PA Yes Yes
Time
CIS/
Box Hill & Southern BXW None Part N/A No Yes No ? Help No No
Westhumble Point
Bracknell SWR BCE Part Full Yes No Yes Yes CIS/PA Yes Yes
Help
Brading BDN None Full N/A No Yes No No Yes No
Point
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
34 35
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Brentford SWR BFD None Full No No Yes Yes CIS/PA Yes No
Full
Brockenhurst SWR BCU Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Brookwood SWR BKO None Part No No Yes Yes CIS/PA Yes Yes
Help
Bruton GWR BRU None Part No No Yes No No No No
Point
Byfleet & New SWR BFN None None No No Yes No No CIS/PA No Yes
Haw
Full Approach
Castle Cary GWR CLC Part Yes Yes Toilet Yes CIS/PA No No
Time Staff
Chessington SWR CSN None None No No Yes No Yes CIS/PA Yes Yes
North
Chessington SWR CSS None None No No Yes No Yes CIS/PA Yes Yes
South
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
36 37
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Clandon SWR CLA None Full No No Yes No CIS/PA Yes No
Brighton
Clapham Full
SWR CLJ Full Yes Yard No Yes CIS/PA Yes Yes
Junction Time Reception
Claygate SWR CLG None Full Yes No Yes Yes CIS/PA Yes Yes
Cobham
& Stoke SWR CSD None Part Yes No Yes Yes CIS/PA Yes Yes
DAbernon
Part
Cosham SWR CSA Full Yes Ticket Office Yes Yes CIS/PA No Yes
Time
Help
Dean GWR DEN None Full No No Yes No Yes No No
Point
Full Approach
Dorking Southern DKG Full No Yes ? CIS/PA No Yes
Time Staff
Part
Earlsfield SWR EAD Full Yes Ticket Office No Yes CIS/PA Yes Yes
Time
Part
Eastleigh SWR ESL Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
38 39
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Egham SWR EGH None Full No No Yes Yes CIS/PA Yes Yes
Full Approach
Epsom Southern EPS Full Yes Yes Toilet ? CIS/PA Yes Yes
Time Staff
Esher SWR ESH None Part Yes No Yes Yes CIS/PA No Yes
Ewell West SWR EWW None Full No No Yes Yes CIS/PA Yes No
Full Approach
Exeter Central GWR EXC Full Yes No No CIS/PA Yes Yes
Time Staff
Farncombe SWR FNC None Full Yes No Yes No Yes CIS/PA Yes Yes
Farnham SWR FNH Part Full No No Yes Yes CIS/PA Yes Yes
Feniton SWR FNT None Full No Ticket Office Yes No No CIS/PA Yes No
Fleet SWR FLE None Full No No Yes Yes CIS/PA Yes Yes
Passenger
Full Assistance Yes Yes CIS/PA Yes Yes
Fratton SWR FTN Full Yes
Time Office
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
40 41
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Part Approach
Frome GWR FRO Full No No No CIS/PA No No
Time Staff
Gillingham SWR GIL None Part No No Yes Toilet Yes CIS/PA No Yes
(Dorset)
Godalming SWR GOD Part Full No No Yes Yes CIS/PA Yes Yes
Full
Guildford SWR GLD Full Yes Gateline Yes Yes CIS/PA Yes Yes
Time
Hampton SWR HMP None Full No No Yes Yes CIS/PA Yes Yes
Hampton SWR HMC None Full No No Yes Yes CIS/PA Yes Yes
Court
Full
Haslemere SWR HSL Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Part
Havant SWR HAV Full Yes Gateline Yes Yes CIS/PA Yes Yes
Time
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
42 43
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Hilsea SWR HLS None Full N/A No No No No CIS/PA No No
Honiton SWR HON None Full Yes No Yes Yes CIS/PA Yes No
Horsley SWR HSY None Part Yes No Yes Toilet Yes CIS/PA Yes No
Hounslow SWR HOU None Full Yes No Yes Yes CIS/PA Yes Yes
Isleworth SWR ISL None None N/A No Yes No Yes CIS/PA Yes No
Kew Bridge SWR KWB None None N/A No No No Yes CIS/PA Yes No
CIS/
Part Approach
Keynsham GWR KYN Full No Yes No Yes Help No No
Time Staff Point
Kingston on Full
SWR KNG Full No Ticket Office No Toilet Yes CIS/PA Yes Yes
Thames Time
Help
Lake SWR LKE None Full N/A No No No No No No
Point
Part Approach
Leatherhead Southern LHD Full Yes Yes ? CIS/PA No Yes
Time Staff
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
44 45
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Liphook SWR LIP None Part Yes No Yes Yes CIS/PA Yes No
London Road SWR LRD None Part No No Yes Toilet Yes CIS/PA Yes No
(Guildford)
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
46 47
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Mottisfont
and GWR DBG None Full No No Yes No Yes CIS/PA Yes No
Dunbridge
New Malden SWR NEM None Full Yes No Yes Yes CIS/PA Yes Yes
New Milton SWR NWM None Full No No Yes Yes CIS/PA Yes No
Norbiton SWR NBT None Full Yes No Yes Toilet Yes CIS/PA Yes Yes
Part Approach
Oldfield Park GWR OLF Full Yes No No Yes CIS/PA No No
Time Staff
Oxshott SWR OXS None Full Yes No Yes Yes CIS/PA Yes Yes
Part
Petersfield SWR PTR Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Full
Poole SWR POO Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
48 49
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Portsmouth & Full
SWR PMS Full Yes Gateline Yes Yes CIS/PA Yes Yes
Southsea Time
Full Full
Putney SWR PUT Yes Ticket Office No Yes CIS/PA Yes Yes
Time (lifts)
Queenstown
Road SWR QRB None None N/A No No No Yes CIS/PA Yes Yes
(Battersea)
Full
Raynes Park SWR RAY Part Yes Ticket Office No Toilet Yes CIS/PA No Yes
Time
Full Approach
Reading GWR RDG Full Yes Yes Yes CIS/PA Yes Yes
Time Staff
Richmond Full
(Greater SWR RMD Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
London)
Part Approach
Romsey GWR ROM Full No Yes No No CIS/PA No No
Time Staff
CIS/
Ryde Part
SWR RYD Full No Ticket Office No No Help Yes Yes
Esplanade Time Point
CIS/
Ryde Pier SWR RYP None Full N/A No Yes No Help Yes Yes
Head Point
Full
Salisbury SWR SAL Full Yes Gateline Yes Yes CIS/PA Yes Yes
Time
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
50 51
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Full
Salisbury SWR SAL Full Yes Gateline Yes Yes CIS/PA Yes Yes
Time
Help
Sandown SWR SAN None Full N/A No Yes No Yes No
Point
Part Help
Shanklin SWR SHN Full No Ticket Office Yes No Yes Yes
Time Point
Shepperton SWR SHP None Full Yes No Yes No Yes CIS/PA Yes No
Part
Sherborne SWR SHE Full No Ticket Office Yes No CIS/PA No Yes
Time
Smallbrook Help
SWR SAB None Part N/A No No No No Yes No
Junction Point
Southampton Part
SWR SOA Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Airport Pkway Time
Southampton Full
SWR SOU Full Yes Gateline Yes Yes CIS/PA Yes Yes
Central Time
Passenger
Full
Staines SWR SNS Full Yes Assistance Yes Yes CIS/PA Yes Yes
Time Office
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
52 53
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Sunbury SWR SUU None Full Yes No Yes No Yes CIS/PA Yes Yes
Sunningdale SWR SNG None Full No No Yes Toilet Yes CIS/PA Yes No
Full
Surbiton SWR SUR Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Part
Swanwick SWR SNW Part Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Part
Sway SWR SWY Full No Ticket Office Yes No CIS/PA Yes No
Time
Syon Lane SWR SYL None Part N/A No No No Yes CIS/PA Yes No
Teddington SWR TED None Full Yes No No Yes CIS/PA Yes Yes
Part
Tisbury SWR TIS Full No Ticket Office Yes No CIS/PA No No
Time
Tolworth SWR TOL None None Yes No Yes No Yes CIS/PA Yes Yes
Part Approach
Trowbridge GWR TRO Full Yes Yes Toilet Yes CIS/PA No Yes
Time Staff
Part
Twickenham SWR TWI Part Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
54 55
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Upper SWR UPH None Part Yes No No No No CIS/PA Yes No
Halliford
Vauxhall Full
SWR VXH Full Yes Gateline No No Yes CIS/PA Yes Yes
(London) Time
Part
Virginia Water SWR VIR Part No Ticket Office Yes Toilet Yes CIS/PA Yes Yes
Time
Walton-On- SWR WAL None Full Yes No Yes Yes CIS/PA Yes Yes
Thames
Approach
Warminster GWR WMN None Full Yes Yes Toilet Yes CIS/PA No No
Staff
West Byfleet SWR WBY None Full Yes No Yes Yes CIS/PA Yes Yes
Full Approach
Westbury GWR WSB Full Yes Yes No CIS/PA Yes Yes
Time Staff
Full
Weybridge SWR WYB Full Yes Ticket Office Yes Yes CIS/PA Yes Yes
Time
Passenger
Full
Weymouth SWR WEY Full Yes Assistance Yes Yes CIS/PA Yes Yes
Time Office
Whitton SWR WTN None Full Yes No No Yes CIS/PA Yes Yes
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
56 57
Designated Meeting
Ticket Office Height
Compliant Seating
Step Free Access
Assistance Staff
Secure Station
Accreditation
Adjusted
Operator
available
Catering
Station
Toilet
Point
NLC
CIS
Full
Wimbledon SWR WIM Full Yes Gateline Yes Yes CIS/PA Yes Yes
Time
Part
Winchester SWR WIN Full Yes Gateline Yes Yes CIS/PA Yes Yes
Time
Windsor & SWR WNR None Part No No Yes Yes CIS/PA Yes Yes
Eton Riverside
Witley SWR WTY None Full Yes No Yes Toilet No CIS/PA Yes Yes
Full
Woking SWR WOK Full Yes Gateline Yes Yes CIS/PA Yes Yes
Time
Full
Wokingham SWR WKM Full No Ticket Office Yes Yes CIS/PA Yes Yes
Time
Wool SWR WOO None Full No No Yes Toilet No CIS/PA Yes Yes
Worcester SWR WCP None Full No No Yes Toilet Yes CIS/PA Yes Yes
Park
Worplesdon SWR WPL None Part No No Yes Toilet No CIS/PA Yes Yes
Wraysbury SWR WRY None Full N/A No Yes No No CIS/PA Yes Yes
Yeovil Part
SWR YVJ Part No Ticket Office Yes Toilet No CIS/PA No Yes
Junction Time
Part Approach
Yeovil Pen Mill GWR YVP Part Yes Yes Toilet Yes CIS/PA No Yes
Time Staff
Note: Stations detailed as full step free access have step free access Key: Accessible
onto every platform but not always between platforms.
58 59
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First MTR South Western Trains Limited. Registered in England and Wales 07900320. Registered
office: 50 Eastbourne Terrace, Paddington, London, W2 6LG. A FirstGroup and MTR company.
SWR10817