Delivering inclusive rail services  

We’re committed to making our rail services accessible for everyone.

To achieve this, we’ve implemented several initiatives across our rail operations to ensure that our services are as inclusive as possible and treat all of our customers with care.

Establishing an Access Advisory Panel

Go-Ahead’s Govia Thameslink Railway (GTR) established their Access Advisory Panel (AAP) in 2016.  Since then, the AAP has given a voice to disabled people on how to improve accessibility across the network. The panel includes 12 disabled people with lived experience of travelling by rail who share their views and propose practical ideas for improvements to senior leaders at GTR. It enables us to identify future opportunities to create a network on which everyone has the confidence to travel. As part of this, members of the GTR team travel regularly with individual AAP members to understand their experiences first hand.

“The Access Advisory Panel strives to do two things that are very close to my heart: it gives disability more visibility and centralised the lived experiences of passengers and people with disabilities…the focus goes beyond tokenism and achieves sustained solutions. I’m beyond grateful to the AAP for helping me learn about other disabilities, as well as teaching me more about my own!” Fiona, GTR AAP member

Our AAP are respected and valued at every level of the organisation. We consult the AAP early in change and communication campaigns, taking feedback into consideration. The AAP’s role has included:

• Overseeing and approving the design of accessibility training for 7,500 staff.

• Shaping new inclusive communication guidelines to ensure all campaigns are inclusive (images, format and language).

• Improving the GTR website to ensure equal access to information.

• Designing and launching new ‘easy’ travel guides including videos.
• Implementation of the Aira App for blind and partially sighted people.

• Innovative trials and individual station-level improvements.

• Input to proposed solutions for government/industry reform.

• Providing input into Department for Transport Accessible Design Standards for stations.

As trust in our commitment has built, the AAP have become more involved in communication and marketing campaigns, both internal and external, for GTR and the Rail Delivery Group.  The AAP and its members are an invaluable resource, they work to ensure that our rail services are inclusive and accessible to all.

Building trust in train travel with ‘Try a Train’ events  

GTR’s ‘Try a Train’ events provide an opportunity for those who lack confidence travelling by train to visit train stations and to experience a train journey.

At a glance:

110 events for groups | 6 events for individuals | 250+ people benefited

A typical ‘Try a Train’ event consists of an introduction to the station layout, onward travel, and various station facilities, an overview of ticketing options and sources of information, a meet with the local Station Manager and station teams, and a chance to sample a train journey to a relevant destination.

Each event is assessed afterwards so we can continually improve how they are run.

“I think it is fantastic to provide an opportunity to support individuals to access the train service in their local area.” Try a Train participant, September 2024

To help promote these events, our accessibility team partnered with Cambridgeshire County Council to create a video showing the support available for people.

Improving access with technology

GTR embraces new technology to give customers tailored support.

Aira app

The Aira app is designed to support blind and partially sighted people to experience a smooth customer journey. The app is now available at all GTR managed stations following a successful trial during 2023/24.

The app connects customers with a remote advisor who helps guide them through the station and find a member of staff.

The use of the app was welcomed by respected advocates such as Thomas Pocklington Trust and the Sight Loss Council volunteers.

London Sight Loss Council member and volunteer Vidya Nathan, whose vision is extremely restricted, said: “It is so important to make transport accessible for our blind and partially sighted community as we are heavily reliant on public transport for our daily life. It enables us to be more confident, safe, active and independent.”

SignLive App

SignLive is an app designed to support customers who are deaf or have hearing loss by connecting them with British Sign Language (BSL) interpreters who help customers communicating with our colleagues.

Making Rail Accessible videos

We also have assisted travel pages on Southern, Thamselink, Great Northen and Gatwick Express websites which includes videos, which include captions and BSL, to highlight how we make rail accessible at all stages of the journey including – ‘Planning your journey’, ‘What’s available at the station’, ‘Getting on board’ and ‘Arriving at your destination’