RNIB has awarded Southern exemplar status in the following areas, recognising that these approaches could be emulated across the industry by other providers in order to improve access to transport for blind and partially sighted people:
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Introducing Priority Seating Cards for disabled passengers
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Installing accessible maps in stations
About Southern
Southern provides train services in South London, between Central London and the South Coast, through East and West Sussex, Surrey and parts of Kent and Hampshire.
Introducing Priority Seating Cards
Southern received frequent user feedback that the priority seating set aside on their trains for use by specific travellers (including those with disabilities) was actually often used by those who were not entitled. If the entitled person challenged the person in the seat they sometimes faced abuse. Southern decided this was unacceptable and sought to find a solution.
The result was the introduction of their Priority Seating Card, which following a successful trial, was launched at the end of 2009 with posters at stations, leaflets and audio announcements.
How do they work?
This simple card, which proves the holder is entitled to a priority seat, has gone from strength to strength. There are now hundreds of travellers with both visible and hidden disabilities benefiting from the use of this card, thereby avoiding potentially awkward conversations about why they have an entitlement to use this designated seating.
One user said "It is very empowering and a superb innovation - I hope it will continue and spread to other train providers."
Southern has also invested in better promotion of the location and purpose of priority seating on their trains. Stickers have been applied on the back of the seating in front and on the windows above.
Southern has been praised by Passenger Focus (the Passenger Watchdog) and the initiative has won industry awards.
Installing accessible maps
Another of Southern's accessibility initiatives is the introduction of Maps for All.
These innovative maps are RNIB's uniquely designed interpretative static maps, which provide an accessible overview of an area by combining visual and tactile elements. Each map covers the whole station including underpass and overpass areas, but not necessarily the whole length of the platform, just where there are facilities and seating.
As part of their enhanced stations programme, Southern has already installed Map for All at Hove, Lewes, Three Bridges and Worthing stations. Discussions are also being held about the potential of further stations to follow.
Rail Innovation Awards 2011
Southern's commitment to their customers was recognised by the Rail Innovation Awards 2011. Two of the seven awards went to Southern for their priority seating cards and installation of RNIB's Map for All in Hove, Lewes, Three Bridges and Worthing stations.
Are your services exemplary too?
We want to celebrate more best practice and we are keen to hear from transport providers who believe they have a service which is already going that extra mile for blind and partially sighted people. Get in touch with us to share your best practice.
Tel: 01733 37 53 70
Email: transport@rnib.org.uk