CHAPTER THREE: PRE TRAVEL INFORMATION
Introduction
3.1 This chapter outlines the information required by disabled people prior to making a journey, based on the results of a literature review and consultation exercise. Information on the physical accessibility of services is very important to people who have a disability and are considering making a journey. A lack of advance information about key accessibility attributes at public transport stops can act as a barrier to travel for disabled people.
Categories of disabled people
3.2 For the purposes of this research, disabled people were categorised into four main groups:
- Physically impaired (including wheelchair users and people who have difficulty walking);
- Visually impaired (blind and partially sighted);
- Hearing impaired (deaf and hard of hearing); and
- People with learning disabilities.
3.3 Based on the review of the literature and consultation responses, outlined below is a summary of the type of information required by different groups of disabled people. It is important to note that many disabled people have more than one form of permanent illness or disability:
a) Visually Impaired - For people who are blind or partially sighted, the most important pre-travel information is whether or not staff assistance is available and if so, how to access this assistance. In the case of unmanned bus stops, the Royal National Institute for the Blind ( RNIB) representative suggested it would be helpful for blind and partially sighted travellers to know the policy of different bus companies regarding the level of assistance a driver will provide if they observe someone with a white cane standing at the bus stop. For example, would the driver be prepared to stop and speak to the blind person and tell them the number of the bus?
b) Hearing Impaired - For people with a hearing disability, the most important factor is that pre travel information is available in a variety of formats. For example, the contact details of train, bus and ferry companies and stops should include text phone, email and fax details. The features which hearing impaired people would consider as important to know about prior to travelling include the presence of induction loops and deaf-aware staff. Glare free surfaces and surfaces free from objects that block the face, such as a microphone or speaker window, are also features that people with a hearing impairment would like to know about due to the impact these facilities can have on attempts to lip read. The Royal National Institute for the Deaf ( RNID) representative suggested that many people with a hearing impairment will assume relevant facilities for those with a hearing impairment, such as induction loops, are available, unless told otherwise, due to the requirements of the DDA.
c) Learning Disability - Many people with learning disabilities also have physical access needs which would be the same as other physically disabled travellers. In general, people with learning disabilities need staff assistance at travel points and on board. Enable highlighted that their members with a learning disability may have difficulty understanding travel information in the form of visual displays and announcements and staff assistance is needed for reassurance to check they are on the right transport or have the right fare. Travellers with a learning disability may need help at ticket offices and on board with counting out the fare or understanding the 24 hour clock.
d) Physical Disability - People with physical impairments include people who may need to use a wheelchair or walking stick, those who have lost limbs or fingers, and people who have mobility difficulties associated with age. There are many other physical difficulties which are not listed here. What people with a physical disability have in common is they are likely find travelling independently a difficult process. Steps, stairs, narrow gangways and long walking distances are all likely to be a potential barrier to travelling. People with a physical disability need to know about the general accessibility features of a station and vehicle prior to travelling, for example if the vehicle is wheelchair accessible.
Essential pre-travel information
3.4 This study found that the type of essential information required by disabled people when making journey decisions could be categorised under eight headings, ranging from information about staff assistance to information on stop infrastructure.
3.5 Each of the eight categories is listed in the table below with examples. For the purpose of this list, the information requirements of different disability groups have been aggregated into one homogenous group, even though the nature of different disabilities means that certain features may be more important to one group than another:
3.6 The list includes both the features identified by previous research and our consultation with disability organisations:
Table 3.1 - Essential Information - Disabled Travellers
Essential Information for People with Disabilities when making Journey Decisions |
|---|
Staff Assistance - availability of staff assistance
- whether any staff assistance has disability training
- operator policy on driver assistance at bus stops
| Help Facilities - presence of telephones / Help points
- contact details of specialist organisations dealing with disabled travel
- contact details of accessible taxi companies
|
Stop Infrastructure - presence of shelters
- seating
- telephones
- toilets (accessible) (major stops)
- low level information monitors (major stops)
| Timetable & Service Announcement (Communication) - Real Time Passenger Information ( RTPI) / Electronic screens
- audible announcements
- timetable displays
- presence of induction or T-loops (major stops)
|
Physical Accessibility of Stops - presence and position of ramps, raised kerbs, dropped kerbs, tactile paving etc (relevant for all stops)
- set down/ pick up points close to entrance and exits (major stops)
| Physical Accessibility of Vehicles - likelihood of low floor accessible vehicles
- gap between platform and train
|
Lighting - if stop environment is well lit (possibly due to personal safety fears rather than accessibility concerns)
- whether shelters are illuminated (similar to above)
| Surfaces - whether shelters are constructed of glass or a non - clear material (relevant for people with visual difficulties who may have difficulty locating such infrastructure)
- whether surfaces are glare free / minimised (relevant for airports and major rail and bus stations where there tend to be a lot of shiny surfaces. Such surfaces can cause difficulties for the visually and hearing impaired).
|
3.7 In general, the same essential information was required regardless of mode of transport or size of stop and the eight categories of information listed above were relevant for most types of travel by disabled people.
3.8 For major public transport infrastructure, such as bus and rail stations (major stops) 4 it was found that there was a need for information about passenger facilities such as toilets, location of set down / pick up points, low level information monitors and induction loops; facilities not found to be critical information for smaller transport nodes such as bus stops (minor stops) 5.
3.9 For minor public transport infrastructure, such as bus stops, the main differences in information required were:
- whether a shelter was present and if so the type of shelter (glass, non-glass)
- relevant operator policy regarding the level of driver assistance available at bus stop;
- presence and location of any tactile paving and dropped / raised kerbs around the stop;
3.10 Reasons for this variation were not investigated but it is likely to be due to a number of factors, including differences in the anticipated walking distance between the drop off point and the vehicle departure point, and also the likelihood for longer waiting times and passenger uncertainty.
Summary of essential information
3.11 The desktop review and consultation with disability organisations confirmed the conclusions of the DfT study with regards to the existence of 'essential' pre- travel information for disabled people, some of which, depending on mode, is not currently being provided by the Traveline community.
3.12 It was also found that 'essential information' can vary slightly according to the size and mode of public transport being used and individual disability.
3.13 Despite these minor variations, eight categories of essential information were identified which, regardless of mode of transport or size of stop, were relevant for most types of travel by disabled people.
3.14 The most important category of information related to the availability and level of staff assistance, followed by information regarding the physical accessibility of both the stop environment (ramps, stairs, raised kerbs etc) and the public transport vehicles likely to be used (low floor, number of wheelchair spaces etc).