Our goal is to constantly improve accessibility and facilities at our stations for all our customers. From how we display information, to making buying tickets as easy as possible, and improving facilities at stations, including waiting rooms, toilets, or refreshment facilities. We will ensure any third party facilities operated on our stations meet their obligations, and provide equal services to everyone.
We have created a training program, for all our staff, to gain an awareness of the issues facing older and disabled users of the rail network. We recognize many customers may need additional help, and our team is equipped with the skills to offer personal, caring, and professional assistance.
Where you have booked assistance at our staffed stations please approach the ticket office or, at larger stations the customer information desk, to let us know you have arrived. At stations which do not have staff on duty, you will be informed when you book assistance, where the meeting point for your assistance will be. On routes which operate with a guard this will be on the platform next to the boarding ramp. With stations that do not have a guard we will discuss it when confirming your travel arrangements.
Train departures and arrivals information
Clear and consistent audio and visual information is an important part of your journey. Most of our stations have a combination of customer information screens and automated public announcements. In some areas automatic messages may be supplemented with announcements from station staff. If there are any changes to your journey, staff will help you as quickly as they can. If any changes make your journey inaccessible, we will discuss available options with you and organise alternative transport if required.
Real time train running information is also available on our app, website greateranglia.co.uk, through our twitter account @greateranglia and our contact centre.
Information points at stations
At a larger or staffed station, you can get all the information you need from either a ticket office or customer information desk. We also provide clearly signposted information points at larger stations which includes information relating to timetables, engineering work and accessible stations at a height which is accessible for everyone.
All stations display Welcome Posters at the entrance of the station which show information relating to onward travel and contact information. They also include the freephone Passenger Assist number and the next nearest staffed station. The textphone or Next Generation Text number is also clearly displayed.
Portable boarding ramps are available at all our staffed stations and those stations served by conductor services which do not have level boarding, many of the stations at which we call with a Class 745 and 755 Stadler train are considered ‘level’ for boarding however this is a complex issue and has limitations.
At unstaffed stations, assistance and a ramp can be provided by pre-booking. (see section above regarding unstaffed stations) Further information about facilities on our train fleet can be found at: greateranglia.co.uk/accessibility.
Blue Badge Parking
We offer free car parking to Blue Badge holders at all our car parks. If a designated parking space is unavailable for any reason, Blue Badge holders may use any other non-restricted parking space in the car park at no charge. Please, ensure your Blue Badge is displayed correctly in the car windscreen at all station car parks.
Many of our rural stations have unmarked carparks, this information can be found in our station facilities information on our website.
To ensure that our blue badge spaces are kept clear for badge holders only, we operate a ‘live occupancy’ parking where you can check the overall occupancy levels on our website before you leave home. Blue Badge holding customers using these bays will need to register the vehicle on gaparking.co.uk within 24 hours of parking in order to avoid the parking charge notice. Please contact NCP on www.ncp.co.uk, via their online chat or 0345 0507 080 if you require further assistance with this process.
Ticket Vending Machines
Most of our stations have ticket vending machines (TVMs). You can use your railcard in which to make a purchase and obtain the discounted fare.
Our TVMs are unique as they have a special assistance option which links to our call centre in Norwich. The agent on the phone can take over the ticket purchase process if you are struggling and support you with your ticket purchase.
Some of our stations have ticket gates which are staffed. When there are no staff available to operate the ticket gates at stations, we will lock open the ticket gates and manual side gate for unobstructed access. Wide gates are available at all those stations which have ticket gates for wheelchair users, people with buggies and luggage.
We will provide free-of-charge assistance with luggage within our station and to and from the train for disabled customers when the service has been pre-booked. Please bear in mind some of our staff may not be able to carry heavy items.
The National Rail Conditions of Travel state that you may take a single item of hand luggage that must be capable of being held in your lap if required, plus up to 2 items of luggage.
We will do our best to help if assistance has not been pre-booked, subject to the availability of staff
We will not permanently close station entrances or gates if this will lead to a reduction in accessibility for disabled customers to any platform or facility at that station, unless operators have first consulted with the Department for Transport (DfT), Transport Focus (and London TravelWatch, where appropriate) and local access groups, and the changes to access have been approved by the DfT.
Greater Anglia do not operate any left luggage facilities. Network Rail operate a left luggage service at London Liverpool Street station and details can be found at left-baggage.co.uk or via email at [email protected] The centre has step free access.