Accessible Travel

Last post Tue, Jul 01 2008 4:28 AM by UnitedKingdom. 5 replies.

• UnitedKingdom

  Posts: 5

  • Accessible Travel
  • Posted: Fri, Jun 20 2008 3:51 PM

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  •  Hi Everyone,

    I'm Martin Johnson Co-founder of AccessibilityFinder Ltd, a UK based company which is in the development stages of delivering a fully accessible Social Network and a Search and Mapping facility which focuses on standards of access within the UK service provider sector.

    We currently have a test site which gives you an example of what we are delivering to the 11.7m disabled people in the UK; however we would be interested in your comments on how we can improve your customer experience.

    For further information please visit http://www.theaccessfinder.com and register free and enter our competition which the successful winner will receive a trip for 2 to Stockholm, staying at the worlds most accessible hotel, this being the Hilton for 4 nights.

     

    Hope to see you soon,

    Martin
    

     

     

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• Christopher Hill

  Posts: 204

  • Re: Accessible Travel
  • Posted: Fri, Jun 27 2008 10:30 AM

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    Hello Martin, hope ur well. Im Chris and i live in Kent in the UK. I am a new wheelchair user and tomorrow (saturday) i will be using the Train Network in a chair for the first time. I have got my train connection times from the National Rail Enquiries website. I then telephoned my local train company (South Eastern) assisted travel line. The lady on the end of the phone was very helpful, took my details and travel information and arranged assisted travel for myself and my accompaning carer. I travel from Rochester, Kent at 8.30am tomorrow morning to Waterloo East. My carer will then push me and use the lifts to Waterloo Main Line. I will then catch a second train from Waterloo to Chessington World of Adventures (Chessington South Station). Ramps on and off the train are to be provided at each arrival and departure point. Let me know if my trip is of interest and/or if u would like me to post something on your site with my experiences of the train and also the theme park at Chessington.

    Thanks, chris

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  • Filed under: Travel Advice, Travel, accessibility, wheelchair, tour operators, holidays
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• UnitedKingdom

  Posts: 5

  • Re: Accessible Travel
  • Posted: Fri, Jun 27 2008 10:46 AM

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  •  Hi Chris,

    Many thanks for your communication, yes it would be great to learn of your experience travelling and spending your time at Chessington, your story will be very valuable.

    Feel free to email me directly martin.johnson@theaccessfinder.com if you have any ideas which you would like to see implemented in our website.

    I'm also trying to establish a Focus Group for a new access auditing tool which I'm currently developing with the assistance of the RNIB and ADEPT disability equality, if you have any friends who are either wheelchair users or have any other type of life challenge, feel free to give them my email address.

     

    Have a grreat weekend and I hope your experience is a great one...on the flip side it will be interesting to how educated the staff are at the Chessington World of Adventures and at the transport links.

     

    Kind Regards

    Martin
    

     

     

     

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• Christopher Hill

  Posts: 204

  • Re: Accessible Travel
  • Posted: Sun, Jun 29 2008 1:05 PM

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  • World of Adventures ?Background Information I am a disabled person and a wheelchair user.  I have Mental Health problems and also a Root Nerve Irritation in the lower back making it difficult to walk, especially long distances.  A five min walk for an able bodied person would take me around twenty minutes to walk the same distance. Myself and my friend Marc (Marc is able bodied and also my part-time carer and long time friend) have decided we deserve a day out at Chessington World Of Adventures.  We will be travelling to and from the theme park solely on public transport.   Preparation Once deciding to go on our day out I set out to make the journey as easy and enjoyable as I could.  Firstly I went onto Chessington.com, the official website for Chessington World of Adventures.  At 2008 prices, the adult admission price is £32 per person.  A disabled person and there helper (up to 2 helpers per disabled visitor) can admit themselves for £22 each.  Also on the site you can check out opening hours, a map of the park and the facilities and also you can make sure your favourite ride is open (but you need to check the morning you are going).  We went to the park yesterday, Saturday 28th June 2008.  The website told us the site would be open 10am - 5pm. So how were we going to get there?  First I would use a bus to get to the train station (I use the bus a lot so I already know how frequent the service is (about every 10 - 12 mins during the main part of the day).  Next the train from Rochester, Kent to Chessington South.  I called National Rail Enquires on 08457 484950 to get journey times.  I also later checked them again on www.nationalrail.co.uk.  This is the web version of the telephone, as just stated. Every train company in the UK has an 'Assisted Travel' telephone number for disabled users to speak with a Travel Co-ordinator to help you plan your journey.  On the National Rail website (stated in the last paragraph) you can find out your local train company information (bare in mind that if you have to change trains on your journey, you may be travelling on more than one train company. I called the 'Assisted Travel' line for South Eastern Trains (the company running trains from Rochester, Kent).  The number is 0800 783 4524.  I spoke to a really helpful lady on the end of the phone.  I gave her the time of the train I was to catch from Rochester.  There she was going to ensure the lifts were working and that I will have assistance to get on the train by a member of station staff and a ramp provided for easy transfer.  This leg of the journey ends at London Waterloo East.  Again, a member of staff and a ramp were to be provided. Leg 2 of the journey meant a short walk (or push) from London Waterloo East to London Waterloo mainline.  I was offered a member of staff to escort me from one station to another.  As I have Marc with me, I declined that offer as he could push me instead.  I confirmed with the Travel Co-ordinator that there are working lifts at Waterloo and Waterloo East for easy transfer, she confirmed there was. For the next leg of the journey I was to travel from London Waterloo mainline to Chessington South.  These trains are run by South West Trains.  The Travel Co-ordinator said I had an option.  I could either call South West Trains myself to arrange this leg of the journey or she could arrange it all for me.  I decided the latter option, surely that makes sense. Once again, train times were confirmed and staff and ramps provided.  I was then asked when I would be returning, I said later that day but I did not know what time.  She told me that as long as I give at least 24hours notice then the reverse could be sorted out for my return trip.  After a chat with Marc, we decided we would take a risk on the return journey, not book anything with Assisted Travel and see what happens! Friends told me that the walk (or push) from Chessington South to the theme park was about ten mins.  There is a bus service that is running on this route but as it was a nice day we decided we would walk it. After so much planning and organising, surely the day would run like clockwork.....or would it? On The Day - The Journey to Chessington We had arranged through Assisted Travel to be at Rochester Station by 8.35am, well in time for the 8.50am train.  PROBLEM NO.1:- we over slept, we both managed to sleep through two alarms!  So we were running an hour late before we had gone anywhere.  You cannot blame anyone but us for that one.  We decided to carry on with our day and deal with whatever came along. At 9.10am our bus arrives at the bus stop.  The bus company operating in Rochester and Medway is Arriva.  A single decked but with two steep steps into the bus.  So straight away I had to remove myself from my chair, support myself with a stick and climb aboard whilst Marc folded up the wheelchair and place it in the luggage compartment about two feet from the floor.  At no time did the driver offer any assistance.  There were however yellow support rails at the door, to assist you on, which I also used.  Great start! 15 mins later we arrived at our bus stop.  After the bus had stopped I got off the bus again using a stick and the support rails provided followed my Marc and my chair.  Again, no assistance was offered.  At this point I was glad to get off the bus and arrive at the station. Marc pushed me across the road and down a short path, adequately paved to the front door of the station.  Rochester station is quite old and has a set of small double wooden doors into the station.  The chair would not fit through one door without the other being opened.  The second door was locked in three places and despite a good shove and unlocking what we could the door still would not move.  For the second time today I had to get out of the chair, walk a few paces using the stick and Marc, folding up the chair to get into the station.  Are you getting the picture of the day to come yet?  Already, if I was travelling alone I would have major problems and I haven’t even left my hometown. Once in the station and back in my chair, I queued for a couple of mins with Marc right behind me.  I new how much the ticket would be because I had already checked that out with National Rail Enquires.  I have a Disabled Railcard, which entitles you a 1/3 off all fares for yourself and one other.  Railcard costs £14per year or £42 for three years.  Application forms can be obtained online or at your local station.  If you will be travelling on the train a lot then it is well worth it.  There was one lady sat at the till, however there was a low counter (for the disabled) next to her, which was closed and when she saw me, had no intention of opening the blind.  I could just reach the counter, paid for our tickets.  Once the tickets were purchased I was asked to wait a moment, I had no idea why. A minute or two later, a man appeared (station staff) and escorted Marc and me to the lift.  He operated the button and all we had to do was sit there and get on and off (at last some assistance).  The station staff member seemed quite happy in his work and joked around with us for a bit.  When the train came, he got the ramp down and wheeled me on the train, with a little bit of help from Marc.  He also said that he would telephone ahead to tell Waterloo East that assistance was required. We were placed in the first walkway, behind the driver and in the first carriage.  The doors or inner train were not marked with disable signs but it was obviously where we would usually be placed as another disabled passenger joined us later on the journey.  Once there was two chairs on the train we actually blocked the corridors for the front carriage, thus at every station stop we had to move. There were regular automated train announcements, which indicated, if nothing else, when we reached Waterloo East.  Once the train came to a stop at Waterloo East, people got off and we prepared to disembark.  By the time other passengers had left the train, a member of staff was there with the ramp to help us off.  I thanked the member of staff once we were off and again he seemed very happy to help. On leaving Waterloo East station Marc pushed my up quite a steep ramp off of the platform. By the time we got to the top of the ramp Marc was very much out of breath.  No alternative route was suggested by the station staff and again, if I was travelling alone I would have to make sure I got a sleeping bag handy!  At the top of the ramp, a flat walkway, followed by a lift (clean and adequate) down to the mainline Waterloo concourse. On the concourse a small selection of shops, bars, take-away outlets and cash machines.  No disabled cash machine but I managed in a chair.  Disabled toilets are also provided.  Men - follow the signs for the ladies! After a short comfort break, our next train from Waterloo to Chessington South was showing on the board and we headed to platform 3.  Two members of station staff greeted us at the start of the platform.  They asked if we require assistance and we confirmed we did.  We were asked to make our way down the platform to a red post at which a member of station staff helped us on the train, once again providing a ramp for transfer.  Again, we were told that staff would telephone Chessington South to ask for platform assistance. At last we are getting near our destination.  The carriage we were put on was much better than the earlier train.  It was a specific carriage for disabled travellers with enough room for about four chairs.  There were plenty of rails to use to help manoeuvre yourself around, two litterbins and lower buttons at the doors for when you are ready to disembark.  Only thing I would say that could be helpful and I also believe possible is a 'call for assistance' button, perhaps putting you directly through to the guard or driver.   Moving on, we then arrived at Chessington South.  Again prompted by train and station announcements.  A member of staff here had to be flagged down by Marc but assistance was given and the infamous ramp strikes again.  I was quite shocked at the disrepair of the station.  With one side of the platform over grown with weeds and broken pathways.  Fortunately we were on the other platform.  We reached the end of the platform where we were faced with a staircase of about 20 steps.  We turned round and asked an available member of staff if there was a disabled exit.  After consulting with a colleague, they BOTH took us down the platform again and to a locked gate.  Marc pushed me through the gate and to what!  An overgrown area of broken paving slabs, tarmac, weeds and raised manhole covers.  I was actually shocked that I was being taken through to the main road by this route.  It took Marc and a member of station staff to push me through this area and to the front of the station.  The member of staff then asked when we were making the return trip.  We explained that we were going to the theme park and would be back around 6pm.  We were then told that station staff leave at 1.30pm on a Saturday and the gate will be locked, cannot be left open and you will HAVE TO come down the stairs at the front of the station if u want to get home today!! Well, we had got this far so in for a penny and all that!  The walk or push from the station towards Chessington is now underway.  The park from the station is well sign posted for pedestrians with the national brown background 'leisure & tourism' signs.  You walk on footpaths at all times and cross two roads, one via a pedestrian crossing which does have bubbled flooring for help for blind and partially sighted.  The walk is about three quarters of a mile, so slightly longer than I was originally told.  Allow 15 to 20mins if you’re being pushed in the chair.  Once you get to Chessington follow the signs and pathway for CARS.  You are taken by the footpath through the left hand side of the car park and then through the middle of the car park to the main entrance.  Please look both ways because the cars are all over the place.  Again another 'please do not try this on your own moment'. The Theme Park So we have now officially arrived.  You need to join the main queue because there is no separate disabled box office.  We only had about two couples in front of us, access here was fine and the queue moved quite quickly. At the box office window the counter is low, thus being fine for the disabled and anyone over the age of 3!  I explained to the lady at the box office that we were one disabled person and one helper and we paid the £44 accordingly.  I was given my ticket and a map of the park and told to have a nice day.  At this point I asked if there was any separate entrances to any of the rides for disable people.  I was told to go to Guest Services in Market Place in the centre of the theme park, where I would be given a wristband and advised on best access etc.  So first stop, Guest Services Market Square.  The theme park is quite well signposted and the green signs direct you to Guest Services.  About a ten min push to get there thou and rather well hidden once you get to Market Square.  When you are in Market Square look for a fort because that is where you will find Guest Services.  Once located we go into an easy access area and a friendly member of staff gets some details from you.  You need to prove your disability with either a benefits letter or diagnosis letter so don't forget to bring that with you.  You are given a yellow wristband and because they taken your details expect some literature in the post from them, you just know that will happen.  On the way out of Guest Services I also noticed the sign saying that the park is open till 6pm and not 5pm as advertised online AND even with the opening times with the map they gave us on the way in.  We have just gained our hour back we lost at the beginning of the day. Yippee! Now here is the interesting bit.  Your yellow band means you and your helper/s can queue jump.  Instead of going to queue with everyone else you go up the exit of the ride and then ask the member of the staff for assistance etc.  This means whilst everyone else is walking off the ride you walk against them, dodging them, negotiating bumps, steps, bushes, walls, stairs and anything else the British public want to throw around!  Sounds great doesn't it.  We have decided to test out this wonderful idea.  The only ride, which has disabled access and a separate disabled exit, is Hocus Pocus Hall.  I have to say I did enjoy it but it is not actually a ride.  Basically you put 3D glasses on and you walk or push your way round a hall and things appear to jump out at you.  A bit like a ghost train but without the train! Every other ride in the Park, in my view, does not have adequate access.  You really cannot take your chair down any exit.  You could walk through whilst everyone is walking against you but hey, you are in a chair for a reason.  After a recent visit to Thorpe Park I kind of expected this.  I went for the day out, the atmosphere and to see the animals. Gorilla, sea lion display, parrot and rat Animal Antic show, tigers and lions.  I did enjoy my day but if you are going for the rides, please, save your money. Elsewhere, in the food courts you have KFC, Pizza Hut and pub grub to choose from, and also over priced hot dogs!  The eating area was spacious and you could quite easily sit on the end of a table in your chair and not be in the way.  I asked a member of staff to move a chair for me so I could wheel in.  He looked at me like I was speaking a foreign language and then walked off.  Thankfully another member of the public helped me whilst Marc went to get the food.   As for toilet facilities, on the theme park map it indicates there are five disabled toilet blocks.  Some are unisex and others are a separate ladies and gents.  Please note that not all toilet blocks have a disabled toilet as well.  The first time I went to go to toilet I found an Out of Order sign on the men’s disabled cubicle.  This was in Market Square in the centre of the park.  I ended up going in the ladies disabled cubicle, sorry girls but when needs must.The toilets have a sign outside telling you when they were last checked. The sign said 4mins ago.  They obviously only checked that they were still standing because the floor was flooded with more water than was in the taps.  Toilet papers everywhere and for me the toilet seat was a bit too high. So to summaries my time at Chessington World of Adventures.  I went to Hocus Pocus Hall, saw some animals, watched some animal displays, ate, sat in my chair for two hours with the sea lions whilst Marc took a well earnt break going on rides (on his own) and also I got the joy of getting home at the end of the day.   On the way home You’re probably as exhausted reading this now as I feel the day after this adventure!  At 6.15pm and after Marc went on his last ride we headed off on another challenge of a journey.  We walked back to the station (you can catch a bus) to be faced with no station staff (as warned earlier) and a flight of around 20 stairs.  Marc bounced the chair down the stairs whilst I used my stick and clinched for dear life onto the handrail.  At this point I seriously had problems walking.  Ten minutes then passes before our train arrived.  Fortunately there was a nice guard on this train with a key to the ramp.  He loaded me on and asked where I was getting off.  I said Waterloo and he said he would phone ahead to get assistance when we get there. So I could relax for half hour as we head into town!  We arrived at Waterloo main line and Marc looked out for a member of staff.  Nobody insight, not even the guard who helped us on and I thought he was still on the train.  Marc ran down the platform and returned three minutes later to tell me he had found no one!!  Plan B for me, happening again.  I get out of the chair, use the stick and handrails and step down over a large gap between the train and the platform.  South West trains, you really have let yourself down here. Being serious, I would not recommend anyone travelling alone with a wheelchair unless you are prepared to push yourself off a train, down some stairs and along the platform. After this unsettlement it was nice to be pushed along Waterloo concourse, back up in the lift, get your train time and arrive at Waterloo East for the train back to Rochester.  Station staff and that ramp I mentioned once or twice got us back on the train.  Another staff member and a ramp met us at Rochester after our journey so, oh yes, we made it back. A bus finally back home by our friends at Arriva, this time a flat entrance with hydraulics, now you are spoiling us.  Arrived back at home at 9.15pm.  By the way, I then went straight to bed although I did have a bit of motion sickness. Conclusion The train network is trying.  Apparently these ramps are now at most stations.  How a station serving a main attraction like Chessington World of Adventures can be unmanned from 1.30pm on a Saturday is beyond reason.  As for that disabled exit, take you life in your hands.  Chessington itself, again has made some adjustments but don't go there for the rides if you are wheelchair bound.  I still do not feel safe travelling anywhere on the train on my own.  Yes I did actually have a good day.  It helped that the sun was out but it will be at least another 12 months before I test to see if any improvements have been made on this journey. 

     

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  • Filed under: Travel Advice, Travel, accessibility, wheelchair, tour operators, holidays
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• Debbie

  Posts: 3,601

  • Re: Accessible Travel
  • Posted: Tue, Jul 01 2008 1:49 AM

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  • hi martin, it is nice to meet you and good luck with your business. welome! 

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  • xoxo love debbie
    
    
    
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• UnitedKingdom

  Posts: 5

  • Re: Accessible Travel
  • Posted: Tue, Jul 01 2008 4:28 AM

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  •  Hi Debbie,many thanks for your words of support and welcome message.

     

    Feel free to enter our competition - who knows you and a friend could be spending 4 nights at the most accessible hotel in the world; The Hilton in Stockholm Sweden.
    

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