Assistance and arrangements necessary to enable disabled persons and persons with reduced mobility to:
communicate their arrival at the terminal and their request for assistance at designated points,
move from the designated point to the check-in counter, waiting room and embarkation area,
board the vehicle, with the provision of lifts, wheelchairs or other assistance needed, as appropriate,
load their luggage,
retrieve their luggage,
alight from the vehicle,
carry a recognised assistance dog on board a bus or coach,
proceed to the seat;
Assistance and arrangements necessary to enable disabled persons and persons with reduced mobility to:
be provided with essential information on a journey in accessible formats subject to request made by the passenger,
board/alight during pauses in a journey, if there are personnel other than the driver on board.
Training of staff that deal directly with the travelling public includes:
awareness of and appropriate responses to passengers with physical, sensory (hearing and visual), hidden or learning disabilities, including how to distinguish between the different abilities of persons whose mobility, orientation, or communication may be reduced,
barriers faced by disabled persons and persons with reduced mobility, including attitudinal, environmental/physical and organisational barriers,
recognised assistance dogs, including the role and the needs of an assistance dog,
dealing with unexpected occurrences,
interpersonal skills and methods of communication with deaf people and people with hearing impairments, people with visual impairments, people with speech impairments, and people with a learning disability,
how to handle wheelchairs and other mobility aids carefully so as to avoid damage (if any, for all staff who are responsible for luggage handling);
Training of staff directly assisting disabled persons and persons with reduced mobility includes:
how to help wheelchair users make transfers into and out of a wheelchair,
skills for providing assistance to disabled persons and persons with reduced mobility travelling with a recognised assistance dog, including the role and the needs of those dogs,
techniques for escorting visually impaired passengers and for the handling and carriage of recognised assistance dogs,
an understanding of the types of equipment which can assist disabled persons and persons with reduced mobility and a knowledge of how to handle such an equipment,
the use of boarding and alighting assistance equipment used and knowledge of the appropriate boarding and alighting assistance procedures that safeguard the safety and dignity of disabled persons and persons with reduced mobility,
understanding of the need for reliable and professional assistance. Also awareness of the potential of certain disabled passengers to experience feelings of vulnerability during travel because of their dependence on the assistance provided,
a knowledge of first aid.