FITZCHARLES COACHES
SERVING DISABLED CUSTOMERS
Introduction
This code of practice is designed to ensure that all passengers with disabilities are offered a common high standard of service whilst using Fitzcharles Coaches services and products.
This code is designed for use within Fitzcharles Coaches and sets out our commitment to travellers with disabilities and the roles and responsibilities of the company and its employees in meeting their needs.
Who does the code of practice apply to?
Our code applies to disabled travellers including:
- Wheelchair users
- Blind or partially sighted travellers
- Deaf or hearing impaired travellers
- Travellers with learning difficulties
- Travellers with mobility difficulties
Our commitment to you
If you need any assistance and you tell us at time of booking before you intend to travel what it is you require, we will advise you what assistance we can give you at all those stages of your journey where we are able to provide our own staff. The more information we have about your requirements the better prepared we are to meet your needs when you travel with us.
What we can do
If you call our sales office (01324 482093) you will be advised specialist information about your journey, reservations and ticket sales. You can book via one of our travel agents, but would advise for the most up-to-date and accurate information that you contact Fitzcharles Coaches Sales Office Direct.
We are able to reserve specific seats on our coaches, however seats are subject to availability. Please contact our sales team for best advice regarding coach seating plans, hotel rooms, visitor attractions, restaurants, etc.
We will provide suitable methods of contact for hearing impaired travellers via textphone, typetalk systems (BT), via e-mail and fax.
We will provide access to large print information or audiotapes for partially sighted travellers on request and within a reasonable time scale if contacted.
At our own staffed offices we will offer customer service from staff trained to assist passengers with disabilities.
If you require assistance getting on or off a coach, and advise us via our sales office when you book your ticket. We will make every effort to make sure we provide assistance required in a timely and comfortable manner.
We will accept lightweight wheelchairs for travel, subject to them being capable of being stowed in the luggage hold of the coach. We regret that we are unable to accept wheelchairs which are more than 20 kg in weight. We cannot carry powered wheelchairs and scooters, subject to health and safety regulations.
Our drivers will assist with the stowing of travellers' luggage in the vehicle compartment but cannot lift items over 20 kgs or awkward shaped items, subject to health and safety regulations.
We will accept assistance dogs trained by one of the following organisations which are members of Assistance Dogs UK:
Guide Dogs for the Blind, Hearing Dogs for Deaf People, Dogs for the Disabled, Support Dogs and Canine Partners for Independence
We regret that no other animals will be carried. We also regret that no animals can be carried on trips that go outside the United Kingdom.
We will allow travellers, who require them, to carry oxygen supplies in hand held bottles.
We will advise you if you make a request that we cannot fulfil.
If you pre-booked arrangements have not met your expectations and you notify us we will investigate and report back to you.
We welcome feedback and comments from disabled travellers so that we can improve our services to you.
When we design and plan new or refurbished facilities we will take account of the needs of disabled customers.
In meeting these commitments we will take into account the Disability Discrimination Act 1995 as it applies to coach operations.
What we cannot do
Our staff are not permitted to assist travellers with their eating or personal hygiene. Health and safety legislation means that we cannot lift or carry you, and cannot provide medical services such as giving injections. If your medical condition requires others to provide this type of assistance, you should travel with a companion who can assist you during your journey.
Our drivers and staff are unable to act as carers at coach stations or during the journey.
All new coaches that come into our fleet from 2005 will be equipped with wheelchair access. Currently we do not have coaches equipped with wheelchair and passenger lifts.
Our own Staff shall be expected to:-
Recognise, wherever possible, disabled travellers and be flexible, polite and respectful in their response to requests for assistance.
Specific requests from the Disabled Persons and requirements of these customers are met.
When possible, carry a disabled customer's luggage to/from the departure/pickup point.
If requested guide a disabled customer to alight from the coach.
Assist blind and partially sighted customers to read leaflets provide appropriate assistance to them to gain access to and from coaches.
Advise the driver, of the service on which the customer is travelling, of the specific requirements and ensure he/she assists as appropriate.
Attend any disability awareness training programmes provided by the company.
Be aware of, and make use of, any equipment/aids provided by the company to assist disabled customers.
Our Coach Drivers will be expected to:-
Recognise, wherever possible, disabled travellers and be flexible, polite and respectful in their response to requests for assistance.
Respond to specific requests from the Sales Department ensuring that the particular requirements of these customers are met.
When possible, carry a disabled customer's luggage to/from the departure/pickup point.
If requested, guide a disabled customer to alight from the coach.
Assist blind and partially sighted customers to read leaflets and provide appropriate assistance to them to gain access to and from coaches.
Attend any disability awareness training programmes provided by the company.
Drivers/Staff/Ground-Station Crew will not be expected to:-
Lift or carry any customers on and off coaches or any other action that may put their own health, safety or welfare at risk
Act as carers for customers who may be waiting to travel or to those who arrive at their destination.
Carry luggage or any other item weighing more than 20 kg.
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