Disabled Person's Protection Policy

Travel information for disabled passengers

This policy is currently being reviewed.

THE POLICY IS ALSO AVAILABLE IN LARGE PRINT FORMAT AND BRAILLE. CALL OUR CUSTOMER SERVICES ON 0345 603 4852 FOR ASSISTANCE.

This policy is available as a PDF to download

1. GRAND CENTRAL

2. DEVELOPING OUR DISABLED PERSONS PROTECTION POLICY

3. STATEMENT OF POLICY

4. ARRANGING A JOURNEY

5. STATIONS

6. TRAINS

7. SERVICE  DISRUPTION

8. STAFF TRAINING

9. COMMUNICATION OF THIS DISABLED PERSON’S PROTECTION POLICY

10. NATIONAL RAIL STANDARDS

11. CONSULTATION ARRANGEMENTS

12. MANAGERIAL ARRANGEMENTS

13. CONTACTS

14. STATION INFORMATION

1. GRAND CENTRAL
Grand Central provides a high quality, affordable service on two routes. Our ‘North Eastern’ service links Sunderland, Hartlepool, Eaglescliffe, Northallerton, Thirsk and York with London Kings Cross. Our ‘West Riding’ service links Bradford, Halifax, Brighouse, Wakefield, Pontefract and Doncaster with London Kings Cross.

2. DEVELOPING OUR DISABLED PERSONS PROTECTION POLICY
It is a condition of our European Passenger License and statement of our National Regulatory Provisions that we develop a Disabled Person’s Protection Policy for the benefit of our disabled customers. This policy highlights our commitment to providing high standards of customer service, and where practical, enhances access to our trains and to the stations where our services call. We are committed to implementing all relative legislative requirements which include the Disability Discrimination Act 1995.

Our Disabled Person’s Protection Policy follows the “Guidance on Disabled Person’s Protection Polices” issued by the former Strategic Rail Authority in April 2002, the “Railways for All – The Accessibility Strategy” issued by the Department for Transport in March 2006 and the Association of Train Operating Companies “Rail Travel for Disabled Passengers” guidance.

Nothing in our Disabled Person’s Protection Policy shall require us to breach any obligations in our acted Railway Safety Case, the Health and Safety at Work Act or our obligations to comply with Railway Group Standards.


3. STATEMENT OF POLICY
It is our policy that all passengers should be able to travel with us at ease and with confidence. We are committed to providing high standards throughout your journey and we recognise the need to provide all our passengers, including those with disabilities, with information about our services, our trains and the stations at which we call.

Through this Disabled Person’s Protection Policy, we aim to improve the services provided for disabled people and demonstrate how we work with other Train Operating Companies to make improvements to accessibility at stations where our services call.

It is the responsibility of the station operator to assist disabled passengers within the station environment. Grand Central does not manage any stations. Full details of station access arrangements and facilities are found in section 14. Where reasonably practical Grand Central will arrange assistance at stations and our train crew will assist disabled passengers boarding and alighting our trains.

If there is any physical feature that makes it impossible or unreasonably difficult for a disabled person to use a Grand Central served station, we will work with the station facility owner and Network Rail (as landlord) in the removal or alteration of this feature, or in the provision of a reasonable means of avoiding it as required under the Disability Discrimination Act 1995 part 3.

Our trains are approved for service by the Department for Transport (DfT), but with some exemptions from the Rail Vehicle Accessibility Regulations 2000 (RVAR) for our older carriages. All newly built trains will meet the full RVAR requirements.

Our company structure reflects the importance we apply to meeting the needs of our disabled passengers. We look forward to working with our passengers with disabilities to further improve accessibility and service.

We are committed to staff training and we work with stakeholder groups to ensure that a continuous improvement cycle exists.

Our Disabled Person’s Protection Policy is a live document and is reviewed annually by our Board of Directors. We consult with relevant stakeholders, including user roups as amendments are progressed, and submit the revised Disabled Person’s Protection Policy to the Department for Transport for approval, on an annual basis.


4. ARRANGING A JOURNEY

4.1 Information
Our assisted travel helpline can help you:
• Plan your journey
• Reserve your seat and if you require it, space for a wheelchair.
• Book assistance for all parts of your journey regardless of which train company you use

Assisted Travel Helpline 0344 811 0072 (08.00 - 20.00)

Assisted Travel Helpline text phone service 0344 556 1400 (08.00 - 20.00)

Further information relating to our services can be found in our timetable guides.
This includes train times, fares and on board information. Timetable guides are available on board our trains, at staffed stations where we call and from our website.

4.2 Tickets and reservations
Tickets can be purchased via our web site www.grandcentralrail.com, from station ticket offices, from our on train staff, from our head office, or by calling 0344 811 0071 (08.00 - 22.00).

Most booking offices and travel centres on our route operate induction loops for people with hearing difficulties and have adjustable height counters for wheelchair users. Detailed information for each station Grand Central stops at is available in section 14.

Disabled Persons Railcards are accepted on our trains and when purchasing Grand Central tickets.

If you require a wheelchair space, we recommend you reserve seats or wheelchair spaces at least 48 hours in advance, both for yourself and any travelling companions. This can be arranged by calling our Assisted Travel helpline or by visiting any ticket office. We use the Assisted Passenger Reservation Service which enables us to book suitable on-train accommodation for all train companies. Text phone users have a separate number. Or you can buy your tickets and make seat reservations when calling our assisted travel helpline.

Assisted Travel Helpline 0344 811 0072 (08.00 - 20.00)

Assisted Travel Helpline text phone service 0344 556 1400 (09.00 - 17.00)

5. STATIONS
Grand Central seeks to work in cooperation with station operators to progressively improve station facilities. Section 14 of this policy contains detailed information on the accessibility of the stations where our trains call. This includes the times when these stations are staffed to provide assistance.

Where a station is not accessible for a particular journey, a suitable alternative station will be recommended. If this is not possible, the station operator will provide transport for you to the nearest accessible station at no extra cost.
At our main stations, information will be provided in the event of delays or platform alterations. This will be provided by means of public address announcements and information display screens. At unstaffed stations ways of obtaining train running information will be on display. We continue to work with each station operator to improve the availability and quality of real time train running information.

We welcome comments from you about services that are unavailable or inoperable and cause you inconvenience. All comments should be addressed to our Operations Director at our head office, or by informing a member of our train crew. We will notify the relevant station operator immediately on your behalf to ensure that the services are restored or improved as soon as practicably possible. If any service becomes unavailable this will be detailed on our website within 24 hours.

5.1 Interchange with other transport
If you will require assistance to interchange to other modes of transport like taxis, you can book assistance via our Assisted Travel Helpline or contact the station operator. The majority of stations served by us have a taxi rank with wheelchair compliant taxis available. Further information is available in section 14.

Assisted Travel Helpline 0344 811 0072 (08.00 - 20.00)

Assisted Travel Helpline text phone service 0344 556 1400 (09.00 - 17.00)

We work proactively with other public transport operators who provide an interchange service at stations to ensure accessibility of vehicles.

5.2 Car parking facilities
The majority of stations served by us have car parking facilities with disabled parking spaces. For full details please see section 14. These dedicated parking bays are situated as close to the station entrance as possible.

6. TRAINS
Grand Central’s train fleet consists of Class 180 trains and refurbished traditional High Speed Trains (HST).

Our Class 180 trains have designated wheelchair positions and an accessible toilet facility. Wheelchair positions are available in both Standard and First Class with an accessible toilet facility located close by. The Class 180’s were built to meet the current Rail Vehicle Accessibility Regulations.

Our refurbished High Speed Train fleet has two designated wheelchair positions in Standard class with a nearby accessible toilet facility. These trains have manually-operated doors with narrow vestibule areas and aisles. This type of train accommodates a standard wheelchair (no larger than 70cm wide and 120cm long).
Wheelchairs cannot access the first class coach.

All of our trains have priority seats bookable by passengers with a legitimate claim to use them. These seats can be reserved by calling our Assisted Travel helpline.
When we refurbish our trains we take account of the Rail Vehicle Accessibility Regulations and look for opportunities to improve accessibility.

6.1 Access to trains
We encourage people with disabilities to plan their journey in advance to allow us to make sure that they can travel in comfort and with confidence. If you require assistance please contact our Assisted Travel helpline at least 48 hours in advance of your journey.

Assisted Travel helpline 0344 811 0072 (08.00 - 20.00)

Assisted Travel helpline text phone service 0344 556 1400 (09.00 - 17.00)

This can also be requested during the booking flow on the 'Travel details' page. Please allow 48 hours in advance of your journey. 

If you are unable to book in advance we will seek to do everything possible to ensure that you have the same level of comfort and service. Please contact a member of station staff on arrival with any assistance requirements.

A wheelchair ramp is available on all our trains. If you have booked wheelchair assistance, you should contact a station representative on arrival who will ensure you are assisted to the platform and onto the train.

At unstaffed stations please make your own way to the platform and our on trainteam will be available to help you board and alight.

6.2 Electric mobility scooters
Because scooters come in a wide variety of shapes and sizes, many have problems on trains, including: tipping backwards on ramps; being heavier than the ramp's safe working load; or being the wrong shape to manoeuvre safely inside a carriage.

Mobility scooters are therefore not suitable for use onboard our trains. We can convey folded, lightweight scooters as luggage, but you must have someone with you that can lift the scooter on and off the train.

6.3 On-train facilities
Our train services offer the following facilities –
• Buffet counter
• At seat service via an on board host in First Class
• Reservations
• Reservable priority seating
• Passenger information via manual public address on our traditional High Speed Trains
• Passenger information via manual public address, automated public address and information screens on our class 180 trains
• Accessible toilet facility
• On-board portable ramp
• Graphic evacuation signage
• Colour contrasting grab rails

Our on board team will do their best to make your journey as comfortable as possible. Please advise any member of the on board team if you require refreshments but are unable to reach the buffet counter.

Our on board team have been trained to ensure they make clear, consistent, audible announcements. We will ensure that when the name of an approaching station is announced, consideration is given to the need to allow an adequate period of time for passengers to prepare to leave the train. If you have any problems hearing the announcements you should advise the on board team; they will be happy to help you throughout your journey.

7. SERVICE DISRUPTION
If you have booked your journey through the Assisted Person’s Reservation System we will attempt to notify you of any changes that may restrict your journey, for example late notice engineering works. When service disruption occurs en-route, our Senior Conductor will keep passengers informed and review assistance arrangements for disabled passengers.

Our on board teams are trained in evacuation procedures from trains. Where it becomes necessary to undertake an emergency evacuation of one of our trains, the Senior Conductor will make the necessary arrangements for passengers who require assistance.

All stations have an individual evacuation plan that describes its procedures to be adopted in the event of a fire, security alert or similar incident. The station staff are trained in these procedures.

In times of disruption, we will do everything possible to minimise delay and inconvenience to you. We will ensure that when replacement buses and taxis are required, they are fit for purpose and no additional costs will be passed onto you.
Details of planned engineering works may be obtained from the notice boards at the stations where we call and from National Rail Enquiries on 08457 48 49 50 or through our Assisted Travel helpline.

8. STAFF TRAINING
We are committed to the training and development of our staff. As part of our training commitments, our staff undertake disability awareness training. The training course is reviewed and updated in line with industry legislation, in partnership and consultation with local disabled persons groups and when any material changes take place to our trains or facilities.

Our staff are trained to: -
• Understand the term disability
• Understand the legal obligations that apply to the service we provide and how they impact upon staff roles
• Ensure they use the correct language and terminology when communicating with disabled passengers
• Have increased awareness of disability through a range of training tools and simulation
• Have an understanding of the correct techniques to use when offering and providing assistance, especially those involving manual handling such as ramps and wheelchairs
• Understand that an increasing number of disabled passengers chose to travel independently 
• Understand the role of assistance dogs in dealing with blind and deaf people and those suffering from epilepsy.

9. COMMUNICATION OF THIS DISABLED PERSON’S PROTECTION POLICY

Our policy is available on request, free of charge. Copies can be ordered in large print (please state the type and size you require) and in other formats such as Braille.

Please contact our Customer Services team with your requirements via customer.services@grandcentralrail.com

Customer Relations Manager
Grand Central Rail
Cannon House
18 The Priory Queensway
Birmingham
B4 6BS

You can also find the policy on our website at www.grandcentralrail.com

10. NATIONAL RAIL STANDARDS
We have adopted the Association of Train Operating Companies National Rail standards, where relevant, as a guide to best practice and we are involved in the development of improved processes to support these standards.

11. CONSULTATION ARRANGEMENTS
We recognise the importance of liaison with groups representing the interests of disabled people. Our directors and senior managers will represent the business at local and national forums as appropriate.

No changes will be made to the Disabled Person’s Protection Policy without prior consultation through the appropriate forums, which include the Department for Transport, Passenger Focus and the Disabled Persons Transport Advisory Committee.

12. MANAGERIAL ARRANGEMENTS
Our Disabled Person’s Protection Policy is approved by the board of Grand Central Railway Company Ltd. This policy will be the direct responsibility of the Operations Director who will have responsibility for integrating the arrangements into the company business plan and other management processes, including measurement of the company’s progress against its accessibility goals.

The Operations Director will ensure the policy is fully represented at the planning stage of all major projects. This will ensure the requirements of passengers with special needs are represented at Grand Central board level and that briefings are cascaded throughout the organisation.

Managers and staff are made aware of their specific responsibilities through their training programmes and through team briefing processes. The team briefing process provides the opportunity for staff to be kept up to date with developments concerning disabled passengers and in addition provides valuable feedback.
Affordability of proposed projects to enhance our trains are appraised by the board.

Relevant appraisals include evaluation of potential accessibility or other improvements to meet the standards recommended in this policy. Such benefits will be specifically highlighted in investment proposals to enable further consideration to be given in the event that normal financial criteria cannot be met.

The Disabled Person’s Protection Policy is a live document, reviewed annually through the company’s managerial group before submitting it for approval to the Department for Transport. The group looks specifically at progress towards improvements, recommendations for changes, comments received from users and evaluation of technological advancements.

To comply with the company’s compliance with accessibility an annual report is sent to the Department for Transport on the anniversary of the approval of this policy detailing progress made in achieving our objectives and highlighting any difficulties that have been experienced in delivering the commitments.

13. CONTACTS
Our Assisted Travel helpline can help you plan your journey, buy a ticket, reserve a seat or space, and arrange additional assistance.

Assisted Travel Helpline 0344 811 0072 (08.00 - 20.00)
Assisted Travel Helpline text phone service 0344 556 1400 (08.00 - 20.00)
For timetable and train running information please contact the National Rail Enquiry Service.
National Rail Enquires 08457 48 49 50
National Rail Enquires text phone 0845 60 50 600
You can also text your station name to 8 49 50 for live departure and arrival times direct to your mobile.

For Customer Services please write to:

Customer Relations Manager
Grand Central Rail
Cannon House
18 The Priory Queensway
Birmingham
B4 6BS

0345 603 4852 (Monday - Friday 09.00 - 17.00).

or email customer.services@grandcentralrail.com

14. STATION INFORMATION

BRADFORD INTERCHANGE

BRIGHOUSE

DONCASTER

EAGLESCLIFFE

HALIFAX

HARTELPOOL

LONDON KINGS CROSS

NORTHALLERTON

PONTEFRACT MONKHILL

SUNDERLAND

THIRSK

WAKEFIELD KIRKGATE

YORK

BRADFORD INTERCHANGE

Station Operator
Northern Rail/West Yorkshire Passenger Transport Executive (WYPTE) - 0845 000 0125.

Lounges
A waiting room is available on platforms 1 and 2.

Buffet
A shop serving hot drinks and sandwiches is available on the platforms, and a café with seating is on the interchange concourse.

Station/Platform Access, Wheelchair Availability
There is step free access to the station concourse via lifts or a ramp with level access from the station concourse to all platforms. As items on the platform may obstruct the access ramp to Grand Central services wheelchair bound passengers need to arrive 20 minutes before departure. There is a large step from the train to the platform at the London end of the station. Wheelchairs are available from
within the station.

Customer Information Systems
A Customer Information System is located on the main concourse and all platforms.

Disabled Parking
There are no car parking spaces.

Pick-up Set-down points
A drop off and pick up point is available.

Ticket Office
The office is open Monday – Saturday 06.00 to 20.15 and Sunday 08.00 to 20.15.
The ticket office has an induction loop fitted.

Telephones
Public telephones are available on the station and on the interchange concourse.

Toilets
Accessible toilets are available on the interchange concourse.

BRIGHOUSE

Station Operator
Northern Rail - 0845 000 0125.

Lounges
There are no waiting rooms but waiting shelters are provided on both platforms and are accessible by wheelchair.

Buffet
There is no buffet service.

Station/Platform Access, Wheelchair Availability
A step free access to the station and access via the ramped road bridge leads to the platforms. Wheelchairs are not available from within the station.

Customer Information Systems
A Customer Information System is located on all platforms.

Disabled Parking
There are 2 disabled parking spaces.

Pick-up Set-down points
Drop off and pick up is available at the front of the station.

Ticket Office
There is no ticket office, this is an unstaffed station. Tickets must be purchased beforehand or onboard the train.

Telephones
The nearest public telephone is five minutes from the station.

Toilets
There are no toilets at the station.

DONCASTER

Station Operator
East Coast - 08457 225 333.

Lounges
There are secure waiting rooms with seating available and accessible by wheelchair.

Buffet
Buffet facilities are available throughout the station providing hot and cold refreshments and hot food and snacks.

Station/Platform Access, Wheelchair Availability
There is step free access to the station concourse and via lifts to all platforms. Wheelchairs are available from within the station.

Customer Information Systems
A Customer Information System is available on the concourse and all platforms.

Disabled Parking
Parking spaces are available in the long stay and short stay car parks.

Pick-up Set-down points
Drop off and pick up is available from the station portico.

Ticket Office
The ticket office is open Monday – Thursday 05:15 to 20:00, Friday 05:15 to 20:10, Saturday 05:15 to 20:00 and Sunday 08:00 to 20:00.

Telephones
Public telephone are available.

Toilets
Accessible toilets are available on the concourse.

EAGLESCLIFFE

Station Operator
Northern Rail - 0845 000 0125.

Lounges
A waiting shelter is located between Platforms 1 and 2, and is accessible by wheelchair.

Buffet
There is no buffet.

Station/Platform Access, Wheelchair Availability
There is step free access to the station platform. Wheelchairs are not available from within the station.

Customer Information Systems
There is currently no system available.

Disabled Parking
There are car park spaces, but with no designated disabled space. Blue badge holders are able to park in the area free of charge.

Pick-up Set-down points
There is no designated area.

Ticket Office
There is no ticket office, this is an unstaffed station. Tickets must be purchased onboard the train.

Telephones
The nearest public telephone is five minutes from the station.

Toilets
There are no toilets at the station.

HALIFAX

Station Operator
Northern Rail - 0845 000 0125.

Lounges
There is a secure waiting room between Platforms 1 and 2 which is accessible by wheelchair.

Buffet
There is no buffet.

Station/Platform Access, Wheelchair Availability
There is access to station platforms via the lift. Wheelchairs are not available from within the station.

Customer Information Systems
A Customer Information System is provided on the main concourse and all platforms.

Disabled Parking
There are 2 disabled parking spaces.

Pick-up Set-down points
A drop off and pick up point is available at the station entrance .

Ticket Office
The ticket office is open Monday – Saturday 05:50 to 23:50 and Sunday 08:55 to 23:20. An induction loop is fitted.

Telephones
A public telephone is located on the station.

Toilets
There is an accessible toilet (National Key system) on the station.

HARTLEPOOL

Station Operator
Northern Rail - 0845 000 0125.

Lounges
There are secure waiting rooms with seating available in the ticket hall. These are open during ticket office opening times and are accessible by wheelchair.

Buffet
There is no buffet.

Station/Platform Access, Wheelchair Availability
There is step free access to the station and platform. Wheelchairs are not available from within the station.

Customer Information Systems
A Customer Information System is being installed during 2010.

Disabled Parking
There are parking spaces available.

Pick-up Set-down points
A drop off and pick up point is at the front of station.

Ticket Office
The ticket office is open Monday – Saturday 07:00 to 18:20, but closed on Sundays. An induction loop is fitted.

Telephones
A public telephone (card only) is located in the Booking Hall.

Toilets
There is an accessible toilet on the station.

LONDON KINGS CROSS

Station Operator
Network Rail - 08457 11 41 41.

Lounges
There are secure waiting rooms adjacent to the Travel Centre and Platform 8. These are accessible by wheelchairs.

Buffet
There are numerous food and refreshment outlets available.

Station/Platform Access, Wheelchair Availability
There is step free access to the station and all platforms. Wheelchairs are available from within the station.

Customer Information Systems
A Customer Information System is provided on the main concourse and all platforms.

Disabled Parking
There is no parking at this station.

Pick-up Set-down points
A drop off and pick up point is available at the side entrance to the station.

Ticket Office
The ticket office is open Monday – Friday 05:00 to 01:36, Saturday 05:00 to 00:36, Sunday 05:30 to 01:36. An induction loop is fitted.

Telephones
Public telephones are available.

Toilets
There is an accessible toilet at this station.

NORTHALLERTON

Station Operator
First TransPennine Express - 0845 600 1671.

Lounges
There are secure waiting rooms with seating available on Platforms 1 and 2. Waiting rooms are available during ticket office opening times. These are accessible by wheelchair.

Buffet
A shop is available serving hot drinks and sandwiches.

Station/Platform Access, Wheelchair Availability
There is step free access to the station. Access to each platform is via a ramped subway. Wheelchairs are available from within the station.

Customer Information Systems
A customer Information System is provided in the booking hall and on all platforms.

Disabled Parking
There are parking spaces available including 10 long stay and 2 short stay disabled spaces.

Pick-up Set-down points
There is no designated area.

Ticket Office
The ticket office is open Monday – Saturday 05:45 to 20:00 and Sunday 09:00 to 18:30. An induction loop is fitted.

Telephones
A public telephone is located on the station. This is not accessible for wheelchair users.

Toilets
There is an accessible toilet on the station.

PONTEFRACT MONKHILL
 - SHORT PLATFORMS

Station Operator
Northern Rail - 0845 000 0125.

Lounges
There are waiting shelters on both platforms. These are not accessible by wheelchair.

Buffet
There is no buffet at this station.

Station/Platform Access, Wheelchair Availability
This station has short platforms and not all doors will open. There may not be access to the dedicated wheelchair space. The London bound platform is accessed via a stepped footbridge and is not accessible to wheelchair users.

Disabled customers travelling towards London who are unable to use the footbridge may join the train at Wakefield Kirkgate. Level access is available from the car park to the Bradford bound platform. Wheelchairs are not available from within this station.

Customer Information Systems
An audio based Customer Information System is available at this station. Display screens are not provided.

Disabled Parking
There is 1 disabled parking space.

Pick-up Set-down points
There is no designated area.

Ticket Office
There is no ticket office. This is an unstaffed station. Tickets must be purchased onboard the train.

Telephones
The nearest public telephone is five minutes from the station.

Toilets
There are no toilet facilities.

SUNDERLAND

Station Operator
Northern Rail - 0845 000 0125.

Lounges
There are no waiting rooms however secure seating is available on the platforms and station concourse. This is accessible by wheelchair.

Buffet
There is no buffet however a number of food outlets are available around the station area.

Station/Platform Access, Wheelchair Availability
There is step free access to station and platforms. Wheelchairs are available from within the station.

Customer Information Systems
A Customer Information System is available on the concourse and platforms.

Disabled Parking
There is no parking at this station.

Pick-up Set-down points
Drop off and pick up is available adjacent to the station entrance.

Ticket Office
The ticket office is open Monday – Saturday 05:55 to 18:55, Saturday 05:55 to 17:55 and Sunday 08:00 to 17:30. An induction loop is fitted.

Telephones
A public telephone is located in the Booking Hall.

Toilets
There are no toilet facilities.

THIRSK

Station Operator
First TransPennine Express - 0845 600 1671.

Lounges
There is a secure waiting room with seating available on the London bound platform which is open during ticket office opening times. This is accessible by wheelchair. Shelters are available on both platforms. The shelter on the Northbound platform is not accessible to wheelchairs.

Buffet
There is no buffet.

Station/Platform Access, Wheelchair Availability
Step free access to platforms is via a barrow crossing. This crossing is only available during ticket office opening times. Wheelchairs are available from within the station.

Customer Information Systems
A Customer Information System is available on the platforms.

Disabled Parking
The car park has 38 spaces, 2 of these are disabled spaces.

Pick-up Set-down points
There is no designated area.

Ticket Office
The ticket office is open Monday – Saturday 06:15 to 19:45 and Sunday 08:45 to 17:30. There is no induction loop fitted.

Telephones
A public telephone (card only) is located in the Booking Hall.

Toilets
A toilet is available but the door width is restricted.

WAKEFIELD KIRKGATE - ALL GRAND CENTRAL SERVICES DEPART FROM PLATFORM 3

Station Operator
Northern Rail - 0845 000 0125.

Lounges
There are no waiting rooms but there are waiting shelters on platforms 2 and 3. These are accessible by wheelchair.

Buffet
There is no buffet.

Station/Platform Access, Wheelchair Availability
Access to station and platforms is via a ramped subway. Grand Central services depart from platform 3. Wheelchairs are not available from within the station.

Customer Information Systems
An audio based Customer Information System is available at this station. Display screens are not provided.

Disabled Parking
There are 4 disabled parking spaces.

Pick-up Set-down points
There is no designated area.

Ticket Office
There is no ticket office. This is an unstaffed station. Tickets must be purchased onboard the train.

Telephones
A public telephone is available on platform 1.

Toilets
There are no toilet facilities.

YORK

Station Operator

East Coast - 08457 225 333.

Lounges
There are secure waiting rooms with seating available. These are accessible by wheelchair.

Buffet
Buffet facilities are available throughout the station providing hot and cold refreshments and snacks.

Station/Platform Access, Wheelchair Availability
There is step free access to the station and platforms via a passenger lift.
Wheelchairs are available from within the station.

Customer Information Systems
A Customer Information System is available on the concourses and all platforms.

Disabled Parking
There are disabled parking spaces available in both the long stay and short stay car parks.

Pick-up Set-down points
A drop off and pick up point is available at the station portico.

Ticket Office
The ticket office is open Monday – Thursday 05:30 to 21:00, Friday 05:30 to 22:00, Saturday 05:45 to 21:00 and Sunday 07:30 to 21:30. An induction loop is fitted.

Telephones
Public telephones are available on the station.

Toilets
There is an accessible toilet at this station.