Services for passengers with reduced mobility

Transcription

1 Services for passengers with reduced mobility Valid from 01/12/13 Destination better SNCB

2 Dear customer, Our motto, Destination: better, means we are committed to making sure each and every passenger is able to travel easily and comfortably. It is a vital part of our mission as a public service company. We are continuing our efforts to constantly improve accessibility on our trains and in our stations, in order to offer you a better range of services to suit your needs. Our Services for passengers with reduced mobility brochure provides information on all the services available to make your train journey easier, from the planning stages up through your arrival at your destination station. This guide can be viewed and downloaded in either large print or audio format from It is also available on request, free of charge, on an audio CD or in Braille format just send us an at assistance@sncb.be. Bon voyage! Sabin S heeren Managing Director SNCB Mobility 2

3 4 > Planning your journey 6 > Assistance tailored to your needs 10 > Buying your ticket 11 > On the day of your journey 15 > List of accessible stations for reduced mobility passengers

4 Planning your journey Tools to help you plan your journey To help you prepare for your journey more efficiently, we provide several planning tools with relevant information about timetables and trains in real time. On your computer On Plan your journey door to door with real-time information. See train departure and arrival times for a specific station in real time. Check for any service disruptions on the network in real time. 4

5 On your mobile phone The SNCB app for iphone, Android and other smartphones Find the nearest stop via GPS and map out the quickest door-to-door route in real time. For iphone, the app is available to download in the App Store. The Android app is available on Google Play. For other smartphones, the app can be downloaded from the Ovi Store, Blackberry App World or on m.sncb.be/java. With the new SNCB smartphone app, you can receive instant alerts in the event of any unexpected disruptions affecting your journey, as well as alternative route options. Mobile website: m.sncb.be Plan your journey door to door with real-time information. See train departure and arrival times for a specific station in real time. Check what facilities are available in the stations. SMS 2828* If you would like to receive timetable information by SMS for the next 3 trains on a specific itinerary, just send a text to 2828 and you ll get the information in real time. For more information, go to * 0.15 per SMS sent or received / 0.60 to sign up. 5

6 B for You: We re here for you B for You: We re here for you Our goal is to offer you an assistance service that is tailored to your needs. The SNCB has set up an assistance system for passengers with reduced mobility which aims to offer solutions to accessibility issues in stations and on the platforms. In order to more effectively respond to our reduced mobility customers needs, our assistance teams consist of both station staff and specially designed mobile teams (B for You). Booking personalised assistance Assistance must be booked 24 hours before you are scheduled to travel. Our free, personalised assistance service is at your service to make your train journey easier and help you travel as comfortably as possible. For reduced mobility passengers using a non-folding or electric wheelchair: An assistance service tailored to your needs is available 7 days a week, from the first to the last train of the day, in 114 stations. For reduced mobility passengers using a folding wheelchair or who do not use a wheelchair: An assistance service tailored to your needs is available 7 days a week, from the first to the last train of the day, in 114 stations but also in other Belgian stations, depending on staff availability. 6

7 In order to benefit from our special assistance service, however, you need to contact us at least 24 hours before your scheduled departure: By phone on Our Contact Center is open 7 days a week from 7:00 am to 9:30 pm. Online via the booking form on our website: Once your assistance request has been confirmed, you ll receive a confirmation of the following: - assistance with boarding and disembarking from trains; - the availability of assistance equipment (such as a mobile ramp suited to your needs, etc.). If necessary, the Contact Center will offer you an alternative solution. If you haven t booked in advance, the station staff will do their best to accommodate and help you, but will not be able to guarantee that you can travel if the necessary equipment or assistance staff is not available. 7

8 A piece of advice Sign up for your own My SNCB customer account! - You ll save time on your next bookings. - You can check the status of your assistance request. If you would like to cancel your journey, please inform the Contact Center as soon as possible. Useful information When making your request, choose the type of assistance you require: - folding wheelchair (if you are able to leave your wheelchair); - non-folding wheelchair (if you cannot leave your wheelchair); - electric wheelchair (for security reasons, the total weight of the wheelchair and the wheelchair user if they are unable to leave the wheelchair cannot exceed 300kg, or have a width greater than 75cm and a length greater than 120cm.) *; - reduced mobility passenger without a wheelchair; - blind or partially sighted passenger. * Note: At some stations (due to works, elevators temporarily down, etc. ) the use of a stair-lift will be necessarily to enable persons in a wheelchair to safely go up and down the stairs. For technical and security reasons, the wheelchair must fit on a platform of 69 cm x 89 cm and cannot weigh more than 200 kg together (wheelchair & user included). 8

9 Receive free confirmation of your assistance request by SMS! This service is completely free of charge and is available for all assistance requests made online or via the Contact Center ( , every day from 7:00 am to 9:30 pm). To take advantage of this free service, tick the «I would like to receive confirmation of my request by SMS» option when making your request online, or specify this to our operator when making your request by phone. For more information about this service, visit our website: 9

10 Buying your ticket You can purchase and print your ticket at home via our website: You can also purchase your ticket on our mobile site (m.sncb.be) using your mobile phone or the SNCB app on your iphone. The purchase confirmation text message you receive will act as your ticket. A piece of advice Buy your ticket after you have booked assistance. Discounts and free travel The public transport Discount Card allows blind or partially sighted passengers who are on permanent disability at a rate of 90% or higher to travel for free in 2nd class. This card can only be obtained from your local council. If you require assistance from another person or a dog while travelling, your carer can obtain a Carer Card free of charge. The reduced mobility passenger is nevertheless the cardholder of the Carer Card, not the carer who uses it. On presentation of this card, the carer is allowed to travel for free, and the ticket purchased by the reduced mobility passenger is considered valid for their journey as well. The carer must travel in the same comfort class on the same journey as the reduced mobility passenger. Fares tailored to your needs For more details on our products, go to or get in touch with the Contact Center on (from 7:00 am to 9:30 pm). 10

11 On the day of your journey Departure station So that our staff can offer you the best assistance possible, please arrive at the arranged meeting point with your ticket ready at least 20 minutes before your departure. SNCB staff will be on hand to take you to your train and help you get on board. On board the train We let the train manager know you are on board so that they can do their very best to make sure you have a pleasant journey. Connecting or destination station SNCB staff will be waiting for you when you arrive, and will help you get off the train. They will then take you to the station exit or, if you re changing to another train, will help you board your next train. 11

12 Available services Find out more about the services available to you to make your journey easier. Help points are set up in stations where an assistance service is available. You can use these help points to get in touch directly with the onsite assistance staff. Adapted vehicles with carriages that are specially designed to provide better accessibility (easy access toilets, easy access to carriages, etc.). Our newer and renovated trains are equipped with an audiovisual announcement system. Mobile ramps (adapted for the different platform heights) are available to make it easier to get on and off the train. These ramps are to be operated by SNCB staff only. Audio induction loops have been set up at ticket counters to make it easier for those who are hard of hearing or who use hearing aids to hear the ticket agent. Stairlifts are a practical, palliative and safe solution for those who need to get up stairs in a wheelchair. 12

13 Our website, has been specially designed to offer maximum accessibility to all users. Our site is even compatible with text-to-speech and Braille translation technologies, for example. Qualified staff are on hand to help all passengers. The staff members in charge of assistance have been trained to respond to the needs of each and every reduced mobility passenger. We re here for you Wheelchairs are available in certain stations. A clear signage system is set up to help you get to the meeting point arranged with the assistance staff as easily as possible. The highest standard of safety: Train boarding is carried out according to a secure procedure. Before a wheelchair passenger is boarded or disembarked from the train, a mobile signal light is placed on the train. This light lets the train guard know that a reduced mobility passenger is boarding or disembarking from the train. 13

14 Some useful links For information about the reduced mobility services offered by other public transport providers: STIB : >Home>Getting around>reduced Mobility> Specific services (Minibus, Line 71, Metro) DE LIJN : > Home> De Lijn>Offerings>Accessibility TEC : >Titres et Tarifs> PMR Contact us We do everything we can to make sure we offer the highest standard of service to each and every one of our customers. The initiatives and services we have developed for reduced mobility passengers are the result of a cooperation effort with the National Supreme Council for Disabled People (Conseil Supérieur National des Personnes Handicapées CSNPH), the authority which represents all people with reduced mobility in Belgium. If you would like to offer any suggestions, ask a question or request any additional information, please feel free to contact us: - by phone on Our Call Center is open daily from 7:00 am to 9:30 pm online on using our web form

15 List of accessible stations for reduced mobility passengers 114 stations are accessible with or without a wheelchair A Aalst, Aarschot, Andenne, Ans, Antwerpen-Centraal, Arlon, Ath B Beauraing, Bertrix, Blankenberge, Boom, Braine-l Alleud, Braine-le-Comte, Brugge, Bruxelles-Central, Bruxelles-Luxembourg, Bruxelles-Midi, Brussels National Airport, Bruxelles-Nord C Charleroi-Sud, Ciney D Deinze, Denderleeuw, Dendermonde, De Panne, De Pinte, Diest, Diksmuide, Dinant E Eeklo, Enghien, Essen, Eupen F Flémalle-Haute, Fleurus G Geel, Gembloux, Genk, Gent-Dampoort, Gent-Sint-Pieters, Geraardsbergen, Gouvy H Haacht, Halle, Hasselt, Heist-op-den-Berg, Herentals, Huy I Ieper, Izegem J Jambes, Jemelle 15

16 K Kapellen, Knokke, Koksijde, Kontich, Kortemark, Kortrijk, Kwatrecht L La Louvière-Sud, Landegem, Landen, Lede, Leuven, Leuze, Libramont, Lichtervelde, Liège-Guillemins, Lier, Lobbes, Lokeren, Louvain-la-Neuve- Université, Luttre M Marbehan, Mariembourg, Marloie, Mechelen, Menen, Mol, Mons, Mouscron N Namur, Neerpelt, Ninove, Nivelles, Noorderkempen O Oostende, Ottignies, Oudenaarde P Poperinge, Puurs R Rivage, Roeselare, Ronse S Saint-Ghislain, Sint-Niklaas, Sint-Truiden, Spa T Tamines, Tielt, Tienen, Tongeren, Torhout, Tournai, Turnhout V Verviers-Central, Veurne, Vielsalm, Virton W Walcourt, Waremme, Welkenraedt, Wetteren Z Zottegem 16

17 17 stations work with local taxi companies to transport reduced mobility passengers with wheelchairs from stations that do not offer assistance to ones that do. From To* From To* Burst, Ede, Erembodegem, Haaltert, Herzele, Liedekerke, Lierde, Scheldewindeke, Ternat, Zele Aalst, Denderleeuw, Dendermonde, Geraardsbergen, Lokeren, Sint-Niklaas, Zottegem Lommel Mol, Turnhout From Zeebrugge-Strand ** To* Blankenberge, Brugge From To* Blaton, Quaregnon, Quévy, Quiévrain, Péruwelz Mons, Tournai, Saint-Ghislain * Depending on the start or end point of your train journey ** Only available during tourist season in July and August 17

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20 Editeur responsable : Sabin S heeren, Directeur-Général SNCB Mobility Avenue de la Porte de Hal Bruxelles Réalisation : Design SNCB Mobility SNCB