Our vision is to deliver a world class service for all our customers, and we’ve been putting extra effort into making rail journeys more accessible for those who need a bit more assistance.
This year, we’ve been busy working with Auckland Transport to provide better online accessibility information for stations across the Auckland metro rail network.
This information, now available on the AT website, includes mobility parking, pick up & drop off zones, disability restrooms, hearing loop availability, tactile markings, lift and escalator availability, and whether there are customer service staff at the station to provide support.
We’ve also been working with disability groups like IHC NZ, I.Lead-a and Spinal Support NZ to arrange ‘try before you ride’ visits designed to help familiarise new customers with the rail journey process and station environment.
Feedback from one recent wheelchair user was that rail travel was easier than he had expected, and the guided tour was well worthwhile. He appreciated that AT’s Journey Planner could link the train with ferry and bus options for his whole journey. He says he will be recommending the train as a way to get around in the future!
In addition, all of AOR’s customer service staff have had Hidden Disabilities Sunflower training to ensure we can support those customers who self-identify with a hidden disability. From early next year, all of our onboard Train Managers will also be trained – adding Auckland’s rail network to the Sunflower map.
Our customer service staff can also direct customers to Braille maps at Waitematā Station to help sight impaired customers navigate the station and platforms, and a NZ Sign Language video available in the main entrance to the station also provides information about station facilities and rail travel.
