Come on board An introduction to accessible transport in London MAYOR OF LONDON Transport for London
Contents 4 Plan your journey 6 Help from staff 8 Learning to use public transport 9 Fares and tickets 10 Features on board 11 Step-free access 13 Road users and pedestrians 15 Local and door-to-door transport 16 People with sight and/or hearing loss 18 Further information and alternative formats
Introduction London has a wide range of accessible transport options that help everyone get around. This guide introduces these services and highlights the information that is available to help you plan and make journeys. It also outlines the level of assistance you can expect from our staff. To find out more, contact us via any of the methods listed on the back page of this leaflet. Come on board An introduction to accessible transport in London 3
Plan your journey It s advisable to plan your journey before you travel. Use our online Journey Planner at tfl.gov.uk, call London Travel Information on 0343 222 1234* or use the maps and guides listed at the back of this leaflet. When accessing Journey Planner, use the accessibility and travel options to select whether you want to avoid stairs or escalators, which types of transport you want to use and how far you can walk. You can also check live travel information in advance and on the move by calling us, listening to local news bulletins, using social media or via our website. An increasing number of central London Tube stations now have WiFi access. All our maps and timetables are on our website. You can also order or print our range of accessibility maps and guides (see page 18). When you re on the move, there s lots of information to Cabwise, travel alerts and Night bus information can also help with planning your journey. They can be found on the Travel Tools section of our website at tfl.gov.uk/traveltools. *Service and network charges apply. See tfl.gov.uk/terms 4 Plan your journey
help you find where you re going and keep you up-to-date: Maps at bus stops and shelters, stations, piers and on the street Real-time audio/visual information on buses, river buses and most trains, as well as at bus shelters, piers and stations Clear signs at stations, including for the lifts and level access boarding points on to trains Come on board An introduction to accessible transport in London 5
Help from staff Our staff are trained to assist anyone who needs it and are happy to help. All Tube and London Overground stations are staffed whenever services are running, at ticket halls and gate lines, and on platforms at busier times. We also have staff on all of our buses, at bus stations, on Docklands Light Railway (DLR) trains, trams and river boat services. If you can t immediately find station staff and you require information or assistance, or if there s an emergency, use a Help point (many have induction loops to work with hearing aids). They are also available on our river piers from this year. 6 Help from staff
On the Tube and London Overground, station staff are happy to help you get to the platform and board the train. A number of stations have either manual boarding ramps or raised platforms. If you re not sure, or if you re completing the trip for the first time, please talk to staff at your starting station and they will call ahead and arrange for you to be met at your destination. If you d like help with boarding and alighting when using the Tube, you don t have to pre-book just ask a member of staff. However, there is a pre-booking service available on the London Overground. If you plan to use Overground services, and would like to book, please call 24 hours in advance on 0343 222 1234.* On buses, you should expect drivers to: Pull in close to the kerb to reduce the gap Lower the bus to reduce the step up Put out the wheelchair ramp Encourage passengers to clear the wheelchair space if needed Our travel support cards can help people with learning difficulties or other hidden impairments to communicate with staff. You can write down what assistance or information you need. Order one via our website at tfl.gov.uk/accessibility-guides, or call 0343 222 1234.* *Service and network charges apply. See tfl.gov.uk/terms Come on board An introduction to accessible transport in London 7
Learning to use public transport Our free travel mentoring service helps people to start using public transport. We offer advice on planning journeys and a mentor can come and help you gain the confidence to become an independent traveller. Visit tfl.gov.uk/mentoring to find out more or call 020 3054 4361. 8 Learning to use public transport
Fares and tickets The Freedom Pass allows many disabled and eligible older people to travel free on the bus, Tube, tram, DLR, London Overground and most National Rail services in the Capital. It also offers discounts on the Emirates Air Line and most river boat services. If you are over 60, but not eligible for a Freedom Pass, you can receive the same free and discounted travel with the 60+ London Oyster photocard. You can find out more information about both schemes at tfl.gov.uk/tickets or by calling 0343 222 1234.* Our station staff will help you when using ticket machines. They will also answer any queries you may have about using your ticket or pass. All wheelchair and mobility scooter users travel free on buses and trams. To find out if your scooter is suitable for travel, contact our travel mentoring team (details on page 8). *Service and network charges apply. See tfl.gov.uk/terms Come on board An introduction to accessible transport in London 9
Features on board Our vehicles have a range of facilities to make it easier to travel: There are dedicated priority seats and wheelchair spaces on all buses, London Overground trains, trams and most Tubes All taxis have an intermediate step and many are fitted with a swivel seat to make access easier Wheelchairs can be carried on many riverboats For your safety and security, CCTV is used extensively on vehicles and at stations and piers Trains have passenger alarms so you can contact the driver. You can find them next to doors and wheelchair spaces There is always somewhere to hold on all vehicles have colour contrast handrails 10 Features on board
Step-free access We are increasing step-free access across our services. The provision of lifts, ramps and level infrastructure means you don t have to use stairs or escalators, and can avoid the step and gap when you board our trains and buses. All bus routes are served by lowfloor buses, with a wheelchair ramp, wheelchair space and the ability to kneel to reduce the step up from the pavement. Around a quarter of Tube stations, half of London Overground stations, the Emirates Air Line, most river piers and all DLR stations have step-free access. Some step-free stations, however, still have a gap and step between the platform and the train. Many station platforms are now level and ramps are available at all Overground and an increasing number of Tube stations to help you. But if you need assistance to board, see pages 6 and 7 for information on getting help from staff. Come on board An introduction to accessible transport in London 11
The Tube map shows which Underground, London Overground and DLR stations are step-free. The blue symbol represents step-free access from street to train and the white symbol indicates step-free access from street to platform. We also produce maps for stepfree journeys and avoiding stairs. See page 18 for more details. All taxis, trams, many boats, the Emirates Air Line and some private hire vehicles are step-free. Step-free access from street to train Step-free access from street to platform 12 Step-free access
Road users and pedestrians There are many parking spaces available to Blue Badge holders across the Capital. However, in parts of central London, different rules apply. Visit bluebadgelondon.org.uk to find out more or ask your local council. If you hold a valid Blue Badge, you re eligible to register for a 100 per cent discount for the Congestion Charge, even if you don t own a vehicle or drive. If your vehicle has a disabled road fund licence (tax disc) you will receive the 100 per cent discount automatically, and there is no need to register. Come on board An introduction to accessible transport in London 13
Find out how to get this discount at tfl.gov.uk/congestioncharging or by calling us on 0343 222 1234.* Legible London maps are installed across large parts of the Capital to make it easier to find your way around. They are also at station entrances, bus shelters, tram stops and river piers. Almost all London s pedestrian crossings are accessible, with tactile paving, audible signals and/or rotating cones on the push-button units. An increasing number have Pedestrian Countdown systems to show how much time you have to cross the road between the green man symbol going out and the red man symbol appearing. *Service and network charges apply. See tfl.gov.uk/terms 14 Road users and pedestrians
Local and door-to-door transport London has a range of local and door-to-door transport services for which you may be eligible. London Dial-a-Ride is a doorto-door service for disabled people who are unable to use other public transport options. Vehicles are shared with other passengers. It s free and can be used for trips such as shopping, visiting friends and family, and travel to leisure activities. Taxicard and Capital Call are subsidised schemes for people using taxis and minicabs and provide cheaper travel for members. The way in which the schemes work varies between boroughs. For more information, visit taxicard.org.uk or call 020 7934 9791. To find out more, including whether you are eligible for membership, visit tfl.gov.uk/dar or call 0343 222 7777. If you cannot use these services for a particular journey, you can also contact your local community transport scheme. For more information, visit tfl.gov.uk Come on board An introduction to accessible transport in London 15
People with sight and/or hearing loss We provide a variety of information and assistance for sensory-impaired people. If you want to be accompanied on to, or met from, one of our trains, see page 6 on getting staff assistance. All buses, DLR and London Overground trains have audible and visual announcements on board. All Tube trains have audio announcements and newer trains have visual displays. The Emirates Air Line and River Bus boats have audio announcements on board. You can also find information in ticket halls and on platforms. Look out for the rainbow boards that provide service updates for all lines. Assistance dogs are welcome on all our services, including taxis and private hire vehicles at no extra charge. However, only dogs trained to use escalators (with appropriate identification) can use them when they are moving. If your dog is not trained, staff will help you avoid escalators. If you can t avoid them, our staff will stop an escalator for you and allow you to walk up or down. This may not always be possible in busy periods, so staff will help you plan an alternative route. 16 People with sight and/or hearing loss
Tactile paving is being fitted across our networks, on platforms and at the top and bottom of stairs. However, this is not yet available at all stations, so please do not assume it is there. Hearing aid induction loops are fitted at many ticket offices, Help points, platforms, many taxis and some buses. Look out for the T-loop symbol. Come on board An introduction to accessible transport in London 17
Further information and alternative formats We produce a range of free guides in alternative formats to help you plan and make journeys. For copies, go to tfl.gov.uk/accessibility-guides and complete the order form. Audio Tube map An audio guide to Tube, DLR and London Overground lines and stations, including Emirates Air Line services. Tube map large print (colour) Tube, DLR, London Overground and Emirates Air Line services map in large print. Tube map large print (black and white) Tube, DLR, London Overground and Emirates Air Line services map in black and white large print for colour blind customers. Step-free Tube Guide (including DLR and London Overground) Tube, DLR and London Overground stations with step-free access from the street, plus information about the step and gap between the platform and train. Also shows where you can change stepfree between different Tube, DLR, London Overground and National Rail services. Avoiding Stairs Tube Guide All Tube and DLR stations where you can use lifts, escalators or ramps between the street and platform. 18 Further information and alternative formats
Tube toilet map The locations of toilet and baby-changing facilities on the Tube, DLR and London Overground network. Getting Around London Your guide to accessibility, offering help with planning your journey using the Tube, buses, DLR, taxis and private hire, train, tram and river services. Travel support card and user guide Can be used by anyone who needs help communicating with our staff. Contact us Visit: tfl.gov.uk/accessibility Speak to us: 0343 222 1234* Email: TfLAccessibility@tfl.gov.uk Submit your feedback online: tfl.gov.uk/contact Write to us: TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Follow: @TfLAccess on Twitter for service updates and news To see our full range of Twitter feeds, visit tfl.gov.uk/socialmedia *Service and network charges apply. See tfl.gov.uk/terms Come on board An introduction to accessible transport in London 19
Transport for London Windsor House 42 50 Victoria Street London SW1H 0TL January 2014 tfl.gov.uk CC13_077 Accessibility Leaflet_20DEC