With many operators still unaware of the latest changes to the Passenger Rights legislation, Claire Walters, CEO of Bus Users UK, argues now is the time to act on accessibility
It’s been over a year now since changes were made to the Passenger Rights legislation, ending the exemptions on disability awareness and assistance training. Yet these changes have still not fully permeated the training programmes used by operators, with many believing it relates only to CPC training (usually only given to drivers) and is just about awareness training. This is not the case, and fines for failing to meet the requirements are substantial. It’s also not the case that this legislation will disappear if and when we leave the EU – it’s UK law now.
Bus Users UK is trying to help the industry get its house in order before any operator is subject to a legal challenge; after all, making buses and coaches safe, accessible and attractive to passengers is a shared ambition. We have posted guidance notes on our website (bususers.org/publications) on what Passenger Rights legislation means for all kinds of operators, including those who don’t do long or cross-border journeys. [wlm_nonmember][…]
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With the Government announcing a target of a million more disabled people in work by 2027, there’s clearly going to be a need for more accessible travel. This is especially true given DfT statistics showing that 60% of disabled people have no car and over twice as many young people with disabilities struggle with transport poverty than non-disabled youth.
Justifying the cost
Accessibility is a long-term concern for operators – it makes good business sense to enable as many people as possible to travel on your vehicles. But the costs of such changes are often viewed as excessive in relation to the number of disabled passengers. Despite an enormous amount of goodwill being expressed, operators can’t necessarily justify the extra cost.
So, let’s look at this issue in financial terms. The annual spending power of people with disabilities in the UK and their families (termed the ‘Purple Pound’ by the Business Disability Forum) is estimated to be £212bn. Factor in people with unregistered accessibility needs and that figure grows exponentially. Our population is ageing, with many people experiencing chronic conditions that impair their mobility. They are unlikely to be registered as disabled and therefore have almost no chance of getting a blue badge. While many will be old enough to have a concessionary pass, many others will not, and your vehicles could cater for these people along with their family members or companions as they’re unlikely to be travelling alone.
Mental health conditions affect one in four people, and your bus is often the one thing that stands between them and a life lived in isolation. Dementia is another growing problem, so if you’ve invested in making your drivers ‘Dementia Friends,’ why not look at other barriers to bus travel?
Making your vehicles more accessible is likely to mean going for vehicles that exceed the minimum standard. With that will come extra cost, but while you need to ensure that the vehicles you purchase are within budget and are easy to maintain, purchasing shouldn’t exclusively be in the hands of engineers and finance people; commissioning accessible vehicles should be seen as an investment in an untapped market, a market that potentially includes everyone who might wish to travel. Ultimately, the more operators demand greater accessibility options from manufacturers, the more these options become the norm and manufacturers will find ways to provide them without hugely expensive add-on prices and without the legal framework changing.
What to look for
So, what should you be looking at in your accessibility specification? Low-floor/wheelchair loading options are already on the radar. Coach operators in particular, though, should consider how easy it is to load a wheelchair occupied by a passenger who has no movement whatsoever – someone who has had a severe stroke, tetraplegia or multiple limb amputations and who does not have access to the very expensive and bulky technology-assisted chairs.
Electric wheelchairs are becoming much more common and yet even lightweight travel ones are hard to lift onto coaches. Loading and lifting ramps are often constructed for people who can manoeuvre their own manual chair in most circumstances. However this isn’t always possible, and space-saving equipment rarely caters for a companion or carer to be next to the person in the chair.
On buses, space for buggies as well as for wheelchairs is something else to consider; these models do exist and help prevent on-board arguments over limited accessible spaces. And why stop at a single wheelchair space? Using flip seats in a slightly wider space behind the cab can enable the space to be multi-purpose. Extra space that isn’t needed by a wheelchair user is always welcome for anyone with luggage or shopping. And if you want to offer a really great service, why not provide a power point for charging wheelchair batteries alongside USB ports for mobile phones?
Flooring, like most aspects of bus design, is usually considered in terms of cost, brand and durability. But for certain mental health conditions it can be a real barrier to travel. A dark floor for someone with autism, for example, can feel like stepping into a void and for any passenger who is visually impaired but has some sight, flooring, colour schemes and lighting (especially natural light) can be critical to help them navigate the interior of a bus and get safely to a seat.
On-board announcements and Real-Time Information (RTI) are great for all passengers but critical for anyone who is visually or hearing impaired – will become legal requirements when the Accessible Information Regulation comes into force this year. Check whether your announcements are loud enough, if route numbers and destinations are announced to passengers before they board, if passengers can see and hear what the next stop is, and whether the voice message is enabled on your RTI to save passengers ringing the bell for reassurance.
The wheelchair symbol is now widely recognised but other disabilities often aren’t represented. Talking to local groups working with people with physical and mental health issues might provide some useful insights and shows that you’re taking their needs into consideration. Even having some signs in British Sign Language for younger passengers can go a long way towards making people feel welcome and safe on board.
Future-proofing
On rural routes these issues may not be quite so pressing, as passengers and drivers often know each other and may be willing to help. On busy urban routes, however, this is an unrealistic expectation. So, do your accessibility homework now. Decide what you can and can’t afford and make a wish-list for the future and you’ll have something to fall back on if you’re challenged for not being inclusive enough. Invest in some good, universal signage, so the effort you’ve made is clearly visible.
Any steps you take to accommodate passengers with specific needs is likely to be of universal benefit to all passengers, and will enhance your company’s reputation into the bargain.
Inevitably, the needs of your passengers will change, followed eventually by legislation to ensure those needs are met. Future-proofing a new vehicle may not be an exact science, but properly considering the needs of the people who will be using it is about the best way to stay ahead of the game, not to mention a great way to retain and attract passengers. It also avoids the expense and inconvenience of taking your shiny new bus out of service in order to ensure it is compliant or, worse, facing fines and penalties when it’s not.
Nobody expects perfection, but we all want to feel welcome and secure on our local bus as it’s the heart of our community and a vital part of all our lives. Whatever you can do will be warmly welcomed and is likely to give you a market advantage too. Win-win.
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