This policy is available as a PDF to download

TRAVELINFORMATIONFOR DISABLEDPASSENGERS

DISABLED PERSON’SPROTECTION POLICY

THE POLICY IS ALSO AVAILABLE IN LARGE PRINT FORMATAND BRAILLE. CALL OUR CUSTOMER SERVICES ON0845 603 4852 FOR ASSISTANCE.

For full information about Grand Central services and tickets visit

www.grandcentralrail.comGrand Central Railway Company Limited, River House,17 Museum Street, York YO1 7DJ.

Call 0845 603 4852Published by Grand Central Railway Company Limited. Registered in England No. 03979826.Registered Office: 2 Temple Back East, Temple Quay, Bristol BS1 6EG

All information correct at time of going to print. 108987

BRIGHOUSEBRIGHOUSEBRIGHOUSE

THIRSK

NORTHALLERTON

EAGLESCLIFFE

SUNDERLAND

HARTLEPOOL

YORK

DONCASTER

PONTEFRACTPONTEFRACTPONTEFRACT

Gainsborough Lea Road

WAKEFIELD

LONDON

Saltburn

IlkleySkipton

Blackburn

Rochdale

Bishop Auckland

HeworthHexham

CARLISLE

HARROGATE

MIDDLESBROUGH

SCARBOROUGH

DARLINGTON

NEWCASTLE

NOTTINGHAM

MANCHESTER

BRADFORD

HUDDERSFIELD

LEEDS

BRISTOL

BIRMINGHAM

HALIHALIFAXAXHALIFAX Goole

HULL

LINCOLN

Rotherham

SHEFFIELD

Barnsley

CARDIFF

15. ROUTE MAP

108987 A5 DPPP Booklet 16/6/10 12:49 Page 1

CONTENTS

1. GRAND CENTRAL 3

2. DEVELOPING OUR DISABLED PERSONS PROTECTION POLICY 3

3. STATEMENT OF POLICY 3

4. ARRANGING A JOURNEY 4

4.1 Information 4

4.2 Tickets and reservations 4

5. STATIONS 5

5.1 Interchange with other transport 5

5.2 Car parking facilities 5

6. TRAINS 6

6.1 Access to trains 6

6.2 Electric mobility scooters 7

6.3 On-train facilities 7

7. SERVICE DISRUPTION 7

8. STAFF TRAINING 8

9. COMMUNICATION OF THIS DISABLED PERSON’S PROTECTION POLICY 9

10. NATIONAL RAIL STANDARDS 9

11. CONSULTATION ARRANGEMENTS 9

12. MANAGERIAL ARRANGEMENTS 9

13. CONTACTS 10

14. STATION INFORMATION 11

15. ROUTE MAP 19


3 4

1. GRAND CENTRALGrand Central provides a high quality, affordable service on two routes. Our ‘NorthEastern’ service links Sunderland, Hartlepool, Eaglescliffe, Northallerton, Thirsk andYork with London Kings Cross. Our ‘West Riding’ service links Bradford, Halifax,Brighouse, Wakefield, Pontefract and Doncaster with London Kings Cross.

2. DEVELOPING OUR DISABLED PERSONSPROTECTION POLICYIt is a condition of our European Passenger License and statement of our NationalRegulatory Provisions that we develop a Disabled Person’s Protection Policy forthe benefit of our disabled customers. This policy highlights our commitment toproviding high standards of customer service, and where practical, enhancesaccess to our trains and to the stations where our services call. We are committedto implementing all relative legislative requirements which include the DisabilityDiscrimination Act 1995.

Our Disabled Person’s Protection Policy follows the “Guidance on Disabled Person’sProtection Polices” issued by the former Strategic Rail Authority in April 2002, the“Railways for All – The Accessibility Strategy” issued by the Department for Transportin March 2006 and the Association of Train Operating Companies “Rail Travel forDisabled Passengers” guidance.

Nothing in our Disabled Person’s Protection Policy shall require us to breach anyobligations in our acted Railway Safety Case, the Health and Safety at Work Act orour obligations to comply with Railway Group Standards.

3. STATEMENT OF POLICYIt is our policy that all passengers should be able to travel with us at ease and withconfidence. We are committed to providing high standards throughout your journeyand we recognise the need to provide all our passengers, including those withdisabilities, with information about our services, our trains and the stations at whichwe call.

Through this Disabled Person’s Protection Policy, we aim to improve the servicesprovided for disabled people and demonstrate how we work with other TrainOperating Companies to make improvements to accessibility at stations where ourservices call.

It is the responsibility of the station operator to assist disabled passengers within thestation environment. Grand Central does not manage any stations. Full details ofstation access arrangements and facilities are found in section 14. Where reasonablypractical Grand Central will arrange assistance at stations and our train crew willassist disabled passengers boarding and alighting our trains.

If there is any physical feature that makes it impossible or unreasonably difficult fora disabled person to use a Grand Central served station, we will work with thestation facility owner and Network Rail (as landlord) in the removal or alteration ofthis feature, or in the provision of a reasonable means of avoiding it as requiredunder the Disability Discrimination Act 1995 part 3.

Our trains are approved for service by the Department for Transport (DfT), but withsome exemptions from the Rail Vehicle Accessibility Regulations 2000 (RVAR) forour older carriages. All newly built trains will meet the full RVAR requirements.

Our company structure reflects the importance we apply to meeting the needs ofour disabled passengers. We look forward to working with our passengers withdisabilities to further improve accessibility and service.

We are committed to staff training and we work with stakeholder groups to ensurethat a continuous improvement cycle exists.

Our Disabled People’s Protection Policy is a live document and is reviewed annuallyby our Board of Directors. We consult with relevant stakeholders, including usergroups as amendments are progressed, and submit the revised Disabled Person’sProtection Policy to the Department for Transport for approval, on an annual basis.

4. ARRANGING A JOURNEY4.1 Information

Our assisted travel helpline can help you:• Plan your journey• Reserve your seat and if you require it, space for a wheelchair.• Book assistance for all parts of your journey regardless of which train

company you use

Assisted Travel Helpline 0844 811 0072 (08:00 - 20:00)Assisted Travel Helpline text phone service 0845 305 6815 (08:00 - 20:00)

Further information relating to our services can be found in our timetable guides.This includes train times, fares and on board information. Timetable guides areavailable on board our trains, at staffed stations where we call and from our website.www.grandcentralrail.com

4.2 Tickets and reservationsTickets can be purchased via our web site www.grandcentralrail.com, fromstation ticket offices, from our on train staff, from our head office, or by calling0844 811 0071 (08:00 - 22:00).

Most booking offices and travel centres on our route operate induction loops forpeople with hearing difficulties and have adjustable height counters for wheelchairusers. Detailed information for each station Grand Central stops at is available insection 14.

Disabled Persons Railcards are accepted on our trains and when purchasingGrand Central tickets.

If you require a wheelchair space, we recommend you reserve seats or wheelchairspaces at least 48 hours in advance, both for yourself and any travellingcompanions. This can be arranged by calling our Assisted Travel helpline or byvisiting any ticket office. We use the Assisted Passenger Reservation Servicewhich enables us to book suitable on-train accommodation for all train companies.Text phone users have a separate number.

Or you can buy your tickets and make seat reservations when calling our assistedtravel helpline.



5. STATIONSGrand Central seeks to work in cooperation with station operators to progressivelyimprove station facilities. Section 14 of this policy contains detailed information onthe accessibility of the stations where our trains call. This includes the times whenthese stations are staffed to provide assistance.

Where a station is not accessible for a particular journey, a suitable alternativestation will be recommended. If this is not possible, the station operator will providetransport for you to the nearest accessible station at no extra cost.

At our main stations, information will be provided in the event of delays or platformalterations. This will be provided by means of public address announcements andinformation display screens. At unstaffed stations ways of obtaining train runninginformation will be on display. We continue to work with each station operator toimprove the availability and quality of real time train running information.

We welcome comments from you about services that are unavailable or inoperableand cause you inconvenience. All comments should be addressed to our OperationsDirector at our head office, or by informing a member of our train crew. We will notifythe relevant station operator immediately on your behalf to ensure that the servicesare restored or improved as soon as practicably possible. If any service becomesunavailable this will be detailed on our website within 24 hours.

5.1 Interchange with other transportIf you will require assistance to interchange to other modes of transport like taxis,you can book assistance via our Assisted Travel Helpline or contact the stationoperator. The majority of stations served by us have a taxi rank with wheelchaircompliant taxis available. Further information is available in section 14.


We work proactively with other public transport operators who provide an interchangeservice at stations to ensure accessibility of vehicles.

5.2 Car parking facilitiesThe majority of stations served by us have car parking facilities with disabledparking spaces. For full details please see section 14. These dedicated parkingbays are situated as close to the station entrance as possible.

6. TRAINSGrand Central’s train fleet consists of Class 180 trains and refurbished traditionalHigh Speed Trains (HST).

Our Class 180 trains have designated wheelchair positions and an accessible toiletfacility. Wheelchair positions are available in both Standard and First Class with anaccessible toilet facility located close by. The Class 180’s were built to meet thecurrent Rail Vehicle Accessibility Regulations.

Our refurbished High Speed Train fleet has two designated wheelchair positionsin Standard class with a nearby accessible toilet facility. These trains havemanually-operated doors with narrow vestibule areas and aisles. This type of trainaccommodates a standard wheelchair (no larger than 70cm wide and 120cm long).Wheelchairs cannot access the first class coach.

All of our trains have priority seats bookable by passengers with a legitimate claimto use them. These seats can be reserved by calling our Assisted Travel helpline.

When we refurbish our trains we take account of the Rail Vehicle AccessibilityRegulations and look for opportunities to improve accessibility.

6.1 Access to trainsWe encourage people with disabilities to plan their journey in advance to allow usto make sure that they can travel in comfort and with confidence. If you requireassistance please contact our Assisted Travel helpline at least 48 hours in advanceof your journey.

Assisted Travel helpline 0844 811 0072 (08:00 - 20:00)Assisted Travel helpline text phone service 0845 305 6815 (08:00 - 20:00)

If you are unable to book in advance we will seek to do everything possible toensure that you have the same level of comfort and service. Please contact amember of station staff on arrival with any assistance requirements.

A wheelchair ramp is available on all our trains. If you have booked wheelchairassistance, you should contact a station representative on arrival who will ensureyou are assisted to the platform and onto the train.

At unstaffed stations please make your own way to the platform and our on trainteam will be available to help you board and alight.

5 6

TRADITIONAL HIGH SPEED TRAIN

CLASS 180 TYPE TRAIN

BA C(Selectedtrains only)

First ClassBuffetDisabledAccess Power CarPower Car

D E F

Northern endLondon end

DisabledToilet

B CBuffet

Northern endLondon end

First Class Disabled Access& Baby Changing

E F D

DisabledAccess Disabled Toilet


6.2 Electric mobility scootersBecause scooters come in a wide variety of shapes and sizes, many have problemson trains, including: tipping backwards on ramps; being heavier than the ramp'ssafe working load; or being the wrong shape to manoeuvre safely inside a carriage.

Mobility scooters are therefore not suitable for use onboard our trains. We can conveyfolded, lightweight scooters as luggage, but you must have someone with you thatcan lift the scooter on and off the train.

6.3 On-train facilitiesOur train services offer the following facilities –

• Buffet counter• At seat service via an on board host in First Class• Reservations• Reservable priority seating• Passenger information via manual public address on our traditional

High Speed Trains• Passenger information via manual public address, automated public

address and information screens on our class 180 trains• Accessible toilet facility• On-board portable ramp• Graphic evacuation signage• Colour contrasting grab railsOur on board team will do their best to make your journey as comfortable aspossible. Please advise any member of the on board team if you requirerefreshments but are unable to reach the buffet counter.

Our on board team have been trained to ensure they make clear, consistent,audible announcements. We will ensure that when the name of an approachingstation is announced, consideration is given to the need to allow an adequateperiod of time for passengers to prepare to leave the train. If you have anyproblems hearing the announcements you should advise the on board team;they will be happy to help you throughout your journey.

7. SERVICE DISRUPTIONIf you have booked your journey through the Assisted Person’s Reservation Systemwe will attempt to notify you of any changes that may restrict your journey, forexample late notice engineering works. When service disruption occurs en-route,our Senior Conductor will keep passengers informed and review assistancearrangements for disabled passengers.

Our on board teams are trained in evacuation procedures from trains. Where itbecomes necessary to undertake an emergency evacuation of one of our trains,the Senior Conductor will make the necessary arrangements for passengers whorequire assistance.

All stations have an individual evacuation plan that describes its procedures to beadopted in the event of a fire, security alert or similar incident. The station staff aretrained in these procedures.

In times of disruption, we will do everything possible to minimise delay andinconvenience to you. We will ensure that when replacement buses and taxis arerequired, they are fit for purpose and no additional costs will be passed onto you.

Details of planned engineering works may be obtained from the notice boards atthe stations where we call and from National Rail Enquiries on 08457 48 49 50 orthrough our Assisted Travel helpline.

8. STAFF TRAININGWe are committed to the training and development of our staff. As part of ourtraining commitments, our staff undertake disability awareness training. The trainingcourse is reviewed and updated in line with industry legislation, in partnership andconsultation with local disabled persons groups and when any material changestake place to our trains or facilities.

Our staff are trained to: -

• Understand the term disability• Understand the legal obligations that apply to the service we provide and how

they impact upon staff roles• Ensure they use the correct language and terminology when communicating

with disabled passengers• Have increased awareness of disability through a range of training tools

and simulation• Have an understanding of the correct techniques to use when offering and

providing assistance, especially those involving manual handling such as ramps and wheelchairs

• Understand that an increasing number of disabled passengers chose to travel independently

• Understand the role of assistance dogs in dealing with blind and deaf people and those suffering from epilepsy.

7 8


9 10

9. COMMUNICATION OF THIS DISABLEDPERSON’S PROTECTION POLICYOur policy is available on request, free of charge. Copies can be ordered in large print(please state the type and size you require) and in other formats such as Braille.

Please contact our Customer Services team with your requirements [email protected] or at our head office.

Grand Central Railway Company Ltd,River House,17 Museum StreetYork, YO1 7DJ0845 603 4852

You can also find the policy on our website at www.grandcentralrail.com

10. NATIONAL RAIL STANDARDSWe have adopted the Association of Train Operating Companies National Railstandards, where relevant, as a guide to best practice and we are involved in thedevelopment of improved processes to support these standards.

11. CONSULTATION ARRANGEMENTSWe recognise the importance of liaison with groups representing the interests ofdisabled people. Our directors and senior managers will represent the businessat local and national forums as appropriate.

No changes will be made to the Disabled Person’s Protection Policy without priorconsultation through the appropriate forums, which include the Department forTransport, Passenger Focus and the Disabled Persons Transport Advisory Committee.

12. MANAGERIAL ARRANGEMENTSOur Disabled Person’s Protection Policy is approved by the board of Grand CentralRailway Company Ltd. This policy will be the direct responsibility of the OperationsDirector who will have responsibility for integrating the arrangements into thecompany business plan and other management processes, including measurementof the company’s progress against its accessibility goals.

The Operations Director will ensure the policy is fully represented at the planningstage of all major projects. This will ensure the requirements of passengers withspecial needs are represented at Grand Central board level and that briefings arecascaded throughout the organisation.

Managers and staff are made aware of their specific responsibilities through theirtraining programmes and through team briefing processes. The team briefing processprovides the opportunity for staff to be kept up to date with developments concerningdisabled passengers and in addition provides valuable feedback.

Affordability of proposed projects to enhance our trains are appraised by the board.Relevant appraisals include evaluation of potential accessibility or otherimprovements to meet the standards recommended in this policy. Such benefits willbe specifically highlighted in investment proposals to enable further considerationto be given in the event that normal financial criteria cannot be met.

The Disabled Person’s Protection Policy is a live document, reviewed annuallythrough the company’s managerial group before submitting it for approval to theDepartment for Transport. The group looks specifically at progress towardsimprovements, recommendations for changes, comments received from usersand evaluation of technological advancements.

To comply with the company’s compliance with accessibility an annual report is sentto the Department for Transport on the anniversary of the approval of this policydetailing progress made in achieving our objectives and highlighting anydifficulties that have been experienced in delivering the commitments.

13. CONTACTSOur Assisted Travel helpline can help you plan your journey, buy a ticket, reservea seat or space, and arrange additional assistance.


For timetable and train running information please contact theNational Rail Enquiry Service.

National Rail Enquires 08457 48 49 50National Rail Enquires text phone 0845 60 50 600

You can also text your station name to 8 49 50 for live departure and arrival timesdirect to your mobile.

For Customer Services please write to:Grand Central Railway Company Ltd,River House, 17 Museum Street,York, YO1 7DJ0845 603 4852 (Monday - Saturday 07:00 - 21:00, Sunday 08:00 - 21:00).or email [email protected]


11 12

EAGLESCLIFFE

Station OperatorNorthern Rail/West Yorkshire Passenger Transport Executive (WYPTE) - 0845 000 0125.

LoungesA waiting room is available on platforms 1 and 2.

BuffetA shop serving hot drinks and sandwiches is available on the platforms, and a café with seating ison the interchange concourse.

Station/Platform Access, Wheelchair AvailabilityThere is step free access to the station concourse via lifts or a ramp with level access from the stationconcourse to all platforms. As items on the platform may obstruct the access ramp to Grand Centralservices wheelchair bound passengers need to arrive 20 minutes before departure. There is a largestep from the train to the platform at the London end of the station. Wheelchairs are available fromwithin the station.

Customer Information SystemsA Customer Information System is located on the main concourse and all platforms.

Disabled ParkingThere are no car parking spaces.

Pick-up Set-down points A drop off and pick up point is available.

Ticket OfficeThe office is open Monday – Saturday 0600 to 2015 and Sunday 0800 to 2015.The ticket office has an induction loop fitted.

TelephonesPublic telephones are available on the station and on the interchange concourse.

ToiletsAccessible toilets are available on the interchange concourse.

BRADFORD INTERCHANGE EAGLESCLIFFE

Station OperatorEast Coast - 08457 225 333.

LoungesThere are secure waiting rooms with seating available and accessible by wheelchair.

BuffetBuffet facilities are available throughout the station providing hot and cold refreshments and hot foodand snacks.

Station/Platform Access, Wheelchair AvailabilityThere is step free access to the station concourse and via lifts to all platforms.Wheelchairs are available from within the station.

Customer Information SystemsA Customer Information System is available on the concourse and all platforms.

Disabled ParkingParking spaces are available in the long stay and short stay car parks.

Pick-up Set-down points Drop off and pick up is available from the station portico.

Ticket OfficeThe ticket office is open Monday – Thursday 0515 to 2000, Friday 0515 to 2010,Saturday 0515 to 2000 and Sunday 0800 to 2000.

TelephonesPublic telephone are available.

ToiletsAccessible toilets are available on the concourse.

DONCASTER

EAGLESCLIFFE

Station OperatorNorthern Rail - 0845 000 0125.

LoungesThere are no waiting rooms but waiting shelters are provided on both platforms and are accessibleby wheelchair.

BuffetThere is no buffet service.

Station/Platform Access, Wheelchair AvailabilityA step free access to the station and access via the ramped road bridge leads to the platforms.Wheelchairs are not available from within the station.

Customer Information SystemsA Customer Information System is located on all platforms.

Disabled ParkingThere are 2 disabled parking spaces.

Pick-up Set-down points Drop off and pick up is available at the front of the station.

Ticket OfficeThere is no ticket office, this is an unstaffed station.Tickets must be purchased beforehand or onboard the train.

TelephonesThe nearest public telephone is five minutes from the station.

ToiletsThere are no toilets at the station.

BRIGHOUSE

EAGLESCLIFFE


LoungesA waiting shelter is located between Platforms 1 and 2, and is accessible by wheelchair.

BuffetThere is no buffet.

Station/Platform Access, Wheelchair AvailabilityThere is step free access to the station platform. Wheelchairs are not available from within the station.

Customer Information SystemsThere is currently no system available.

Disabled ParkingThere are car park spaces, but with no designated disabled space.Blue badge holders are able to park in the area free of charge.

Pick-up Set-down points There is no designated area.

Ticket OfficeThere is no ticket office, this is an unstaffed station.Tickets must be purchased onboard the train.


ToiletsThere are no toilets at the station.

EAGLESCLIFFE

14. STATION INFORMATION


EAGLESCLIFFE


LoungesThere is a secure waiting room between Platforms 1 and 2 which is accessible by wheelchair.


Station/Platform Access, Wheelchair AvailabilityThere is access to station platforms via the lift. Wheelchairs are not available from within the station.

Customer Information SystemsA Customer Information System is provided on the main concourse and all platforms.


Pick-up Set-down points A drop off and pick up point is available at the station entrance .

Ticket OfficeThe ticket office is open Monday – Saturday 0550 to 2350 and Sunday 0855 to 2320.An induction loop is fitted.

TelephonesA public telephone is located on the station.

ToiletsThere is an accessible toilet (National Key system) on the station.

HALIFAX EAGLESCLIFFE

Station OperatorNetwork Rail - 08457 11 41 41.

LoungesThere are secure waiting rooms adjacent to the Travel Centre and Platform 8.These are accessible by wheelchairs.

BuffetThere are numerous food and refreshment outlets available.

Station/Platform Access, Wheelchair AvailabilityThere is step free access to the station and all platforms. Wheelchairs are available from within the station.

Customer Information SystemsA Customer Information System is provided on the main concourse and all platforms.

Disabled ParkingThere is no parking at this station.

Pick-up Set-down points A drop off and pick up point is available at the side entrance to the station.

Ticket OfficeThe ticket office is open Monday – Friday 0500 to 0136, Saturday 0500 to 0036, Sunday 0530 to 0136.An induction loop is fitted.

TelephonesPublic telephones are available.

ToiletsThere is an accessible toilet at this station.

LONDON KINGS CROSS

EAGLESCLIFFE


LoungesThere are secure waiting rooms with seating available in the ticket hall. These are open during ticketoffice opening times and are accessible by wheelchair.


Station/Platform Access, Wheelchair AvailabilityThere is step free access to the station and platform. Wheelchairs are not available from within the station.

Customer Information SystemsA Customer Information System is being installed during 2010.

Disabled ParkingThere are parking spaces available.

Pick-up Set-down points A drop off and pick up point is at the front of station.

Ticket OfficeThe ticket office is open Monday – Saturday 0700 to 1820, but closed on Sundays. An induction loop is fitted.

TelephonesA public telephone (card only) is located in the Booking Hall.

ToiletsThere is an accessible toilet on the station.

HARTLEPOOL EAGLESCLIFFE

Station OperatorFirst TransPennine Express - 0845 600 1671.

LoungesThere are secure waiting rooms with seating available on Platforms 1 and 2.Waiting rooms are available during ticket office opening times. These are accessible by wheelchair.

BuffetA shop is available serving hot drinks and sandwiches.

Station/Platform Access, Wheelchair AvailabilityThere is step free access to the station. Access to each platform is via a ramped subway.Wheelchairs are available from within the station.

Customer Information SystemsA customer Information System is provided in the booking hall and on all platforms.

Disabled ParkingThere are parking spaces available including 10 long stay and 2 short stay disabled spaces.


Ticket OfficeThe ticket office is open Monday – Saturday 0545 to 2000 and Sunday 0900 to 1830.An induction loop is fitted.

TelephonesA public telephone is located on the station. This is not accessible for wheelchair users.

ToiletsThere is an accessible toilet on the station.

NORTHALLERTON

13 14


15 16

EAGLESCLIFFE


LoungesThere are waiting shelters on both platforms. These are not accessible by wheelchair.

BuffetThere is no buffet at this station.

Station/Platform Access, Wheelchair AvailabilityThis station has short platforms and not all doors will open. There may not be access to the dedicatedwheelchair space. The London bound platform is accessed via a stepped footbridge and is not accessibleto wheelchair users. Disabled customers travelling towards London who are unable to use the footbridgemay join the train at Wakefield Kirkgate. Level access is available from the car park to the Bradford boundplatform. Wheelchairs are not available from within this station.

Customer Information SystemsAn audio based Customer Information System is available at this station. Display screens are not provided.

Disabled ParkingThere is 1 disabled parking space.


Ticket OfficeThere is no ticket office. This is an unstaffed station. Tickets must be purchased onboard the train.


ToiletsThere are no toilet facilities.

PONTEFRACT MONKHILL - SHORT PLATFORMS EAGLESCLIFFE

Station OperatorFirst TransPennine Express - 0845 600 1671.

LoungesThere is a secure waiting room with seating available on the London bound platform which is openduring ticket office opening times. This is accessible by wheelchair. Shelters are available on bothplatforms. The shelter on the Northbound platform is not accessible to wheelchairs.


Station/Platform Access, Wheelchair AvailabilityStep free access to platforms is via a barrow crossing. This crossing is only available during ticket officeopening times. Wheelchairs are available from within the station.

Customer Information SystemsA Customer Information System is available on the platforms.

Disabled ParkingThe car park has 38 spaces, 2 of these are disabled spaces.


Ticket OfficeThe ticket office is open Monday – Saturday 0615 to 1945 and Sunday 0845 to 1730.There is no induction loop fitted.

TelephonesA public telephone (card only) is located in the Booking Hall.

ToiletsA toilet is available but the door width is restricted.

THIRSK

EAGLESCLIFFE


LoungesThere are no waiting rooms however secure seating is available on the platforms and station concourse.This is accessible by wheelchair.

BuffetThere is no buffet however a number of food outlets are available around the station area.

Station/Platform Access, Wheelchair AvailabilityThere is step free access to station and platforms. Wheelchairs are available from within the station.

Customer Information SystemsA Customer Information System is available on the concourse and platforms.

Disabled ParkingThere is no parking at this station.

Pick-up Set-down points Drop off and pick up is available adjacent to the station entrance.

Ticket OfficeThe ticket office is open Monday – Saturday 0555 to 1855, Saturday 0555 to 1755 and Sunday 0800 to 1730.An induction loop is fitted.

TelephonesA public telephone is located in the Booking Hall.


SUNDERLAND EAGLESCLIFFE


LoungesThere are no waiting rooms but there are waiting shelters on platforms 2 and 3.These are accessible by wheelchair.


Station/Platform Access, Wheelchair AvailabilityAccess to station and platforms is via a ramped subway. Grand Central services depart from platform 3.Wheelchairs are not available from within the station.

Customer Information SystemsAn audio based Customer Information System is available at this station. Display screens are not provided.



Ticket OfficeThere is no ticket office. This is an unstaffed station. Tickets must be purchased onboard the train.

TelephonesA public telephone is available on platform 1.


WAKEFIELD KIRKGATE


17

EAGLESCLIFFE

Station OperatorEast Coast - 08457 225 333.

LoungesThere are secure waiting rooms with seating available. These are accessible by wheelchair.

BuffetBuffet facilities are available throughout the station providing hot and cold refreshments and snacks.

Station/Platform Access, Wheelchair AvailabilityThere is step free access to the station and platforms via a passenger lift.Wheelchairs are available from within the station.

Customer Information SystemsA Customer Information System is available on the concourses and all platforms.

Disabled ParkingThere are disabled parking spaces available in both the long stay and short stay car parks.

Pick-up Set-down points A drop off and pick up point is available at the station portico.

Ticket OfficeThe ticket office is open Monday – Thursday 0530 to 2100, Friday 0530 to 2200, Saturday 0545 to 2100and Sunday 0730 to 2130. An induction loop is fitted.

TelephonesPublic telephones are available on the station.

ToiletsThere is an accessible toilet at this station.

YORK


Documents

This policy is available as a PDF to download