![]() If you believe this applies to your journey, please contact our Customer Support team who will take each case on its merits and respond appropriately. The compensation scheme set out above does not limit or exclude your other legal rights to compensation under the Consumer Rights Act 2015, or Equalities Act 2010. Our Customer Support team are ready to help and can be contacted by completing our online contact form. If another train company was responsible for the failure, you can contact them directly, or we can liaise with them on your behalf and provide you with a full explanation in response, including why it happened and what mitigating actions we intend to take as a result. ![]() If GWR fails to provide your booked assistance this will be 100% of the cost of a single ticket, or 50% if a return ticket is held. If you travel with GWR and your booked assistance fails, you will be compensated. If we don’t give you the support you bookedĪll individual train operating companies have their own recompense policies, which can be found within their own Accessible Travel Policies. You can find all of our Soundbites videos on YouTube. Our Soundbites series has been designed to give you an understanding of the types of sounds you may encounter whilst travelling on the railway. Please return these to the colleague prior to leaving the station.Įar defenders will be available while station staff are in place at: Ask our colleagues about finding a quiet location, and they will ask if you would like to use our ear defenders. These are for use if you or a member of your travelling party experience sensory overload. Emergency sensory overload support: Plymouth to PenzanceĮmergency ear defenders will be in place as a trial at staffed locations on the Plymouth to Penzance route, from 1 March 2023. Packs are issued on a first come, first served basis. Please provide two weeks' notice, before your date of travel, for our packs can reach you in time.Īfter a passenger receives their pack, we encourage them to take it on all future journeys. If you order a pack, we will deliver it to your locally staffed station. Please note, only a limited number of packs are available. We will hold this data only to monitor impact and issue. You will also need to share the name of the recipient. To get a sensory pack, you must order in advance by emailing must be able to provide evidence of a purchased ticket for services within Plymouth to Penzance. Reference card for GWR's Guide to Travelling with Confidence.The packs contain (subject to availability): Packs are available for passengers with sensory needs. And, you can ask for it in a range of alternative formats, including audio and Welsh, from our Passenger Assist team:Įmail: Sensory Packs: Plymouth to Penzanceįrom 1 March 2023, we will be trialling GWR Sensory Packs along the Plymouth to Penzance route. It is also available from our staffed stations. Download the Welsh version of the Making Rail Accessible leaflet (PDF, 77 KB).Download the large print format Making Rail Accessible leaflet (PDF, 251 KB). ![]()
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