The Transpennine Route Upgrade (TRU) has introduced new Customer Communication Cards, designed to help reduce communication barriers between passengers and railway staff.

There are six cards, which disabled passengers can show to any member of staff, with the following text:

• Please be patient, I have a disability.
• Please face me and speak clearly.
• Please be patient, I am neurodivergent.
• Please be patient if I am confused.
• Please be patient, I have a speech impairment.
• Please be patient, I have autism.

TRU describes the wording on the cards as “simple prompts and conversation starters” and believes that they will help passengers to explain the support they need.

TRU has not revealed who it consulted over the wording, some of which (eg. “I have autism”) is different from the preferences expressed by the disabled people concerned.

The cards are available at key stations along the TRU route and can be downloaded in PDF format from the TRU website’s accessibility page.

TRU aims to make the Transpennine Route accessible, easy to use and inclusive, so that all passengers can travel with confidence. The stations that it is building and modernising will include accessibility features such as:

• step-free access (for example, at Batley station)
• accessible waiting shelters, seating and upgraded blue badge parking
• better signage and wayfinding (for example, at Salford Crescent station)
• clearer audio and visual announcements and upgraded Customer Information Screens (CIS)
• hearing loops.

TRU has also introduced ‘Passenger Assist’, in order to make journeys easier while work on the project is taking place.

Using Passenger Assist, passengers can ask for help with boarding, alighting, connections and getting around stations. Train operators can arrange alternative accessible transport if required.

Rail replacement bus services also consider accessibility needs.

All replacement buses have space for one wheelchair user, and TRU states that an accessible alternative will be arranged if a vehicle cannot accommodate this. Starting on Saturday 1 August, larger buses with short times between stops now provide audible and visual onboard information.

At major rail-to-road interchanges, workers are deployed to help passengers to board the correct service and access the assistance they need.

Train operator contact centres can help passengers to plan accessible journeys and pre-arrange Passenger Assist.

“For many of our disabled customers, asking for help can be one of the biggest barriers to travel. These cards help start that conversation, giving customers an easy way to communicate their needs and enabling staff to provide support needed for a smooth end-to-end journey.

“For those that need them, the cards are a very positive initiative, with the designs clear and easily readable.”

Carl Harland, TRU Accessibility Lead