Passenger Assistance

Manual boarding assistance

Manual boarding ramp deployment refers to assisting customers to board a train using a ramp to bridge the gap between the train and the platform. This assistance method is common for our customers who use a wheelchair due to disability or other ailments but can also be essential for other customers whose mobility needs are not obvious/visible. We have different types of manual boarding ramps on our network which are specific to the platform gap sizes and train fleet.

Turn up and go process

Although passengers can pre-book assistance, the majority of our assistances are Turn Up and Go (TUAG), where customers with visible or non-visible impairments can arrive at an accessible station at any time and board a train. Staff should tend to the customer requiring support as soon as possible making the necessary arrangements to facilitate their journey.
When boarding a customer using a manual boarding ramp, please ensure that you have contacted the Passenger Assistance team on 0203 056 4174 or 0203 056 4171. This will ensure that the customer will receive assistance at their destination.

The Passenger Assistance team will need to know the following information:

• Departure station (where you are)
• Headcode of the service (or departure time & destination)
• Destination station (including if the customer is inter-changing along the way)
• Type of assistance required (eg. ramp deployment, visual guidance, etc. )
• The location of the customer on the train (normally in the designated carriage)

Please do not board the customer before communicating with the Passenger Assistance team, even if they become insistent, as it could lead to the appropriate staff assistance being unavailable at the destination station.

Receiving customers who need assistance

When assisting a customer to alight the train, the Passenger Assistance team will communicate the train headcode, the customer’s location on the train, and confirm whether or not a manual boarding ramp is required.
Please ensure that you are on the platform in good time before the train’s arrival and have removed the wheelchair ramp from the bracket so that you are ready to meet the customer’s needs. Deploy the manual boarding ramp as soon as it is safe to do so and assist the customer from the train.
Always ensure that you are wearing an ARL approved hi-visibility vest or coat when carrying out this duty as you are working on the platform and within the dispatch corridor. This makes you clearly visible to the Driver.

Pre assistance ramp inspections

Before providing assistance, the manual boarding ramp should be checked to ensure it is fit for
purpose, including;

• The slip resistant surface is in a satisfactory condition
• There are no dents/knocks/holes to the surface that might cause a hazard
• Check the hinge for signs of significant wear or damage
• Check that the handle is located properly and is not damaged
• Check that the locking bracket is secure
• Check that the locating pins are not missing, bent or damaged
• Check that there is a good colour contrast between gritted surface and upstands

If you discover that a ramp is defective, please contact your Service Delivery Manager who will inspect and decide if the ramp is safe to use and arrange for repair or replacement if necessary.

If step-free access is available

Customer’s inconvenienced and needing to join our services via step-free access should be offered a taxi to the next possible station if no reasonable alternative routes exist or would significantly further affect their journey experience (e.g. buses on diversion, huge demand for designated accessibility space on buses, journey time would disproportionately increase).
In the first instance, you should be empathetic of the customer’s situation and apologise for the faulty lift or reasons preventing step-free access.

Manual Handling tips

Manual boarding ramps are typically located to minimise the distance that they need to be carried, but it is important to consider manual handling techniques to minimise any risk of injury. Before undertaking manual handling, staff should think T.I.L.E:

Task:

• The amount of effort required to start or stop the load moving
• The increase of risk over longer distances
• Any obstacles that can create risks as you try to avoid collisions
• Position of hands

Individual

• Different people’s characteristics and capabilities
• Factors such as pregnancy or ailments
• Specialised training requirements or instructions

Load

• Weight of the load
• Handles
• Plan the route

Environment

• Space around the load
• Floor surface
• Lighting
• Steep slopes or stairs

We should do everything possible to accommodate our customers who need additional help.

If you require any further assistance, then please contact your line manager at your earliest convenience