The introduction of the Equality Act 2010 may change the way your travel or transport business serves and supports blind or partially sighted customers. This applies whether you work in a management position or as a customer-facing professional.
This section highlights areas that you might need to think about, as well as pointing you to more in-depth information.
Serving blind or partially sighted customers
Understanding the travel and transport needs of your blind or partially sighted customers is vital.
Ensuring your information and services are fully accessible not only complies with changes in UK policy under the Equality Act, but will help make it easier for nearly 2 million customers throughout the UK to get about.
Remember that your business or service is liable for staff members who are not aware of - or are not following - the correct procedures. You may have to make changes to how you address the needs of blind and partially sighted customers and ensure that your staff are fully equipped to be able to deal with their enquiries or any additional requirements.
RNIB solutions
Other resources
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The Government Equalities Office offers a series of 'Quick Start' guides to help you understand the implications of the Equality Act on your business or organisation.
Printed information
For your blind and partially sighted customers, being able to access travel and transport information is vital for ensuring their independence.
The Equality Act clearly outlines that 'reasonable adjustments' must be made to ensure customers do not experience any barriers to accessing information or services.
For travel and transport professionals, it is important to make sure that these 'reasonable adjustments' are in place for blind and partially sighted customers. Access to printed materials should be routinely available in preferred or alternative formats.
For example, it may be reasonable to offer a wide range of formats for:
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timetables
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information on travel disruptions
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application forms
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promotional material outlining the benefits of discounted methods of travel (such as travel cards or bus passes).
If you are a large organisation, it would be reasonable for you to have internal policies, procedures or technical solutions in place. You should also consider a consistent approach to accessible information, so that blind or partially sighted people know what to expect from your organisation in terms of available formats and how to obtain them.
Small or medium-sized organisations still have to consider the needs of blind and partially sighted customers, but it may be reasonable for them to employ less technically dependent alternative formats.
Where travel schedules are flexible, such as those offered by local or private travel companies, it might be that reading out changes in service provision (either manually or by playing a pre-recorded message) is acceptable, rather than printing braille or large print versions.
RNIB solutions
Other resources
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The Government Equalities Office offers a series of 'Quick Start' guides to help you understand the implications of the Equality Act on your business or organisation.
Vehicles and premises
It is important to ensure that your vehicles and premises are accessible. This goes beyond structural accessibility as defined by Building Regulations or other regulations.
It is helpful to ensure that areas where customers, service users or employees are likely to occupy have clear signage and good lighting.
Blind and partially sighted people also benefit from heightened contrast between walls and doors, in order to help them find their way around premises. This can also benefit sighted people too.
As travel and transport professionals, you will also have to think about the accessibility of your vehicles. Visual displays are often used to convey messages about destinations. Reasonable adjustments may be needed to make sure blind and partially sighted people can find information in an alternative way.
RNIB solutions
Other resources
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The Government Equalities Office offers a series of 'Quick Start' guides to help you understand the implications of the Equality Act on your business or organisation.
Websites and email communication
Your website is a great way to publicise your accessibility credentials to your customers - but it has to be accessible too.
You should ensure that any online content - such as booking forms, downloadable instructions, maps and directions - be fully accessible.
Where technical functionality of a website prevents a truly accessible service, then an accessible alternative should be offered. For example, offering downloadable PDFs as Word documents, so that they can be more easily read by screen-reader software.
RNIB offers advice, information and training for those interested in how to ensure their website meets the requirements of blind and partially sighted customers or service users.
RNIB solution
Other resources
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The Government Equalities Office offers a series of 'Quick Start' guides to help you understand the implications of the Equality Act on your business or organisation.
Further information and support
There are a number of organisations that offer more in-depth information about the Act. You can find some of these organisations on our Equality Act - further information and support page.