EUROPEAN CONFERENCE
OF MINISTERS OF TRANSPORTI N T E R N AT I O N A L A S S O C I AT I O N
OF PUBLIC TRANSPORTIMPROVING
ACCESS TO PUBLIC
TRANSPORTGUIDELINES
for Transport
Personnel

IMPROVINGACCESS TO PUBLIC
TRANSPORTGUIDELINES
for Transport
Personnel

EUROPEAN CONFERENCE OFMINISTERS OF TRANSPORT (ECMT)The European Conference of Ministers of Transport (ECMT)
is an inter-governmental organization established by aProtocol signed in Brussels on 17 October 1953.
It comprises the Ministers of Transport of 43 full Member
countries: Albania, Armenia, Austria, Azerbaijan, Belarus,
Belgium, Bosnia-Herzegovina, Bulgaria, Croatia,
the Czech Republic, Denmark, Estonia, Finland, France,
FRY Macedonia, Georgia, Germany, Greece, Hungary,
Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania,
Luxembourg, Malta, Moldova, Netherlands, Norway,
Poland, Portugal, Romania, Russia, Serbia andMontenegro, Slovakia, Slovenia, Spain, Sweden,
Switzerland, Turkey, Ukraine and the United Kingdom.
There are seven Associate member countries (Australia,
Canada, Japan, Korea, Mexico, New Zealand and theUnited States) and one Observer country (Morocco).
The ECMT is a forum in which Ministers responsible fortransport, and more specifically the inland transport sector,
can co-operate on policy. Within this forum, Ministers
can openly discuss current problems and agree upon joint
approaches aimed at improving the utilization and atensuring the rational development of European transportsystems of international importance.
At present, ECMT has a dual role. On one hand it helps
to create an integrated transport system throughout
the enlarged Europe that is economically efficient andmeets environmental and safety standards. In order toachieve this, it is important for ECMT to help build
a bridge between the European Union and the rest of
the European continent at a political level.
On the other hand, ECMT's mission is also to develop
reflections on long-term trends in the transport sector and to
study the implications for the sector of increased
globalisation. The activities in this regard have recently
been reinforced by the setting up of a new
Joint OECD/ECMT Transport Research Centre.

THE INTERNATIONALASSOCIATION OF PUBLIC
TRANSPORT (UITP)The International Association of
Public Transport (UITP) was foundedback in 1885 by Belgium’s King
Leopold II, who wanted to makehis country a leader in the tramway
sector and to provide a stimulus
for its steel industry.
Today, the Brussels-based UITP
is the global organisation for public
transport authorities and operators,
policy decision-makers, scientificinstitutes and the public transport
supply and service industry.
It is a platform for worldwide
co-operation and the sharing ofknow-how between its 2 500 members
from some 80 countries.
UITP’s prime mission is:! To be the international networkof public transport professionals,
bringing together all of the key
mobility players.
! To act as the point of reference
for the public transort sector anda centre of knowledge on past andcurrent developments and future
trends.
! To house an international forum for
public transport policy, stimulatingintereaction and debate.
! To be a prime advocate andpromoter of public transport.

A word from the ECMT and UITP
Public transport that is accessible to all is an essential element of
a high-quality, efficient, sustainable transport system. The joint work of
the ECMT and UITP on Improving Access to Public Transport has shown how
commitment and joint initiative between public transport service providers
and authorities can help to make this happen.
But even with accessible transport vehicles and infrastructure, if the transportcompany staff running the system is not meeting the travel needs of persons
with mobility difficulties – the system is not really accessible at all.
Transport personnel – the hearts and minds of the public transport system –are in fact the real key to accessibility of public transport. As the Guidelines
point out, being able to recognize and respond to the needs of people witheither long-term or temporary mobility impairments can mean for thema pleasant journey where they feel confident navigating the system with asmuch autonomy as possible, or a travel experience that is filled with anxiety
and frustration.
These Guidelines for Transport Personnel are designed by the ECMT and
the UITP to highlight ways to ensure helpful and efficient customer service
and care – particularly of disabled and older clients of the transport system.
Making the transport experience as pleasant, efficient and worry-free as
possible for their clients is the goal of all transport company managers.
For this reason, we hope these Guidelines will be a helpful customer
service reference.
3© ECMT, 2006

With the publication of these Guidelines, the ECMT and UITP renew
their mutual commitment to encouraging transport authorities and operators
to fully integrate accessibility into their long-term transport planning.
We hope you find the Guidelines useful and welcome your comments.
Jack Short
Secretary General
ECMT

Hans Rat
Secretary General
UITP

4© ECMT, 2006

N O T E

T O

E M P L O Y E R S

The attached set of Guidelines is intended to be a brief good practice guidefor staff employed in the passenger transport industry — rail, road, air andmaritime (including sea and inland navigation).*
The approach taken in the Guidelines is based on the social model ofdisability, which recognises that people are not disabled by their impairments
alone, but by the environment and society in which they live. It argues that
disability is a direct consequence of people's attitudes and the way things
are organised in society. For example, if wheelchair-users cannot get into
a building, is it because of their disability, or is it because the principles ofuniversal design have not been applied in designing the building?
The social model supports the latter.
Disabled people at present comprise 10-13% of the population in
the European Union and those with reduced mobility — including older
people, parents with children and people with heavy luggage — make up an
average of 25% of the population at any one time.
Disability discrimination is about exclusion of disabled people from important
aspects of everyday life. There are many barriers preventing disabled people
from participating fully in society. Accessible and user-friendly transport meansthat disabled people can use without hindrance the transport system toparticipate in society on an equal basis without losing their independence.
*

These Guidelines are published alongside the ECMT-UITP report, Improving Access to Public
Transport, 2004 (ISBN 92-821-1323-X).

5© ECMT, 2006

These guidelines challenge transport personnel to recognise and dismantle
some of these barriers.
Throughout the European Union and in many other countries it is increasingly
accepted that disabled people have the same right to equality of access asother citizens.
These guidelines for transport personnel are written with the bus or tram
driver, train conductor, ship purser, member of cabin crew or equivalent
front-line member of staff foremost in mind, though they are valid too for all
staff and management. Additional specific guidelines may be usefully added
for some modes of transport.
The aim of these guidelines is to encourage understanding of the specificproblems experienced by disabled and older passengers when using
the transport system and to provide guidance on how best to respond to theirneeds. They provide a practical approach to providing good customer care.
In addition to providing training along these lines for front-line staff, passenger
transport managers should encourage staff to learn to fingerspell and/or touse basic sign language, as well as to be aware of the needs of assistanceanimals and how to interact with them. More generally, transport companies
need to develop the right "culture" for the future by ensuring that they havein place approved policies, practices and procedures for responding to
the needs of disabled customers.

6© ECMT, 2006

A C K N O W L E D G E M E N T S
The text of this guide was prepared by Ad van Herk of the Netherlands for
the ECMT and Andrew Braddock of the United Kingdom for the UITP under
the supervision of the ECMT-UITP Task Force on Improving Access to Public
Transport and the ECMT Working Group on Access and Inclusion.
The text has been drawn from the following publications:!

Disability Awareness by Transfed, United Kingdom.

!

Disability Awareness Training Programme by Bus Eireann, Ireland.

!

ECMT - UITP report on Improving Access to Public Transport, ECMT (2004).

!

The way to go: Transportation Services and Persons with Disabilities by
Transport Canada.

!

Hela Resan, Sweden.

Illustrations by Olav Skeldjal, Lokale Arkitekter, Norway.

7© ECMT, 2006

T A B L E

O F

C O N T E N T S

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Understanding passengers’ needs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
What are the main fears of passengers? . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
How do I recognize someone who may need my assistance?. . . . . . . . . . . 13
Assisting passengers who are blind or partially-sighted . . . . . . . . . . . . . . . . 15
Assisting passengers who are deaf or hard of hearing . . . . . . . . . . . . . . . . 17
Assisting passengers with intellectual disabilities ormental health problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Assisting passengers with speech difficulties . . . . . . . . . . . . . . . . . . . . . . . . 19
Assisting passengers with mobility impairments . . . . . . . . . . . . . . . . . . . . . . 19
Assisting passengers with facial disfigurements . . . . . . . . . . . . . . . . . . . . . . 21
Assisting passengers with epilepsy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
A way with words . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
9© ECMT, 2006

INTRODUCTION
Millions of people around the world are disabled. Many of them findtravel by bus, coach, tram, train, metro, boat or airplane a challenge.
Recent innovations and adaptations in all modes of transport have gonea long way towards making travel easier and more pleasant for
all passengers. In spite of these technological advances, however,
it is the attitude and skill of the driver, captain, pilot etc. that can makethe difference between a pleasant and safe journey for a disabled
person and one that is fraught with worry, frustration or confusion.
Providing quality service is at the core of all successful businesses,
and the provision of enlightened customer care is paramount to
the passenger transport industry.
These guidelines are intended to help you, the transport industry
professional, to make your interactions with disabled passengers
effective and helpful. As a result, other passengers will benefit as well.
11© ECMT, 2006

Understanding passengers’ needs will help to:!

Reduce accidents.

!

Reduce boarding and alighting delays.

!

Make travel a more pleasant experience.

!

Make a more rewarding job for operating staff.

Assisting disabled passengers in an effective way will encourage them tocontinue to travel on the transport system, and thereby:!

Increase the use and revenue of the transport mode.

!

Help safeguard jobs in transport.

What are the main fears of passengers?
!

Where can I get my ticket?

!

Where do I find my platform/desk/gate?

!

Is this the right bus, train, ship, plane?

!

Where do I position myself for boarding?

!

Can I get on and off OK?

!

Will I fall and make a fool of myself?

!

How will I get on or off in time?

!

Are people looking at me?

!

Am I holding everyone else up?
12© ECMT, 2006

How do I recognize someone who may need
my assistance?
You will be able to identify some disabled passengers in advance, for example:!

Wheelchair-users.

!

Passengers using a cane or crutches.

!

Blind or partially-sighted people with a white cane or a guide dog.

!

Deaf-blind people (people with no or limited sight and who are also deafor hard-of-hearing) with a red and white cane.
It will also be easy to spot passengers who are:!

Loaded with shopping bags.

!

Carrying luggage.

!

With small children in push-chairs or buggies.

13© ECMT, 2006

There are, however,many passengers who havedisabilities which may not
be visible:!

People with arthritis.

!

Individuals who are deafor hard-of-hearing.

!

Persons with heart disorders.

!

Passengers with artificial limbs.

!

People with intellectual disabilities or with mental health problems.

!

Blind, partially-sighted or deaf-blind passengers who do not use canes or
guide dogs.

You should never automatically assume that young or apparently
non-disabled passengers are without need of assistance – able to identify
immediately the service they need, jump on board quickly and pay the correctfare whilst keeping their balance on a moving vehicle. Awareness of possibly
less visible disabilities will help you to avoid confusion and distress todisabled passengers as well as embarrassment to yourself.
Think about the meaning of 'independence'.
Most disabled people, irrespective of the severity of their disability,
are capable of travelling on their own and acting for themselves.
By providing practical assistance to disabled or older persons,
you help enable them to retain their travel independence.

14© ECMT, 2006

Assisting passengers who are blind or partially sighted
Impaired vision is one of the most common types of disability.
Many blind or partially-sighted people use white canes. Others will beaccompanied by a guide dog with a distinctive harness. Increasingly however,
new technology will assist in guiding people with impaired vision.
So remember that some blind and partially-sighted people will not be using
any kind of easily identifiable mobility aid.

What can I do?
When you meet and assist blind or partially-sighted people, keep in mind thatthey rely on sound, smell and touch, as well as light and contrasts ofsurfaces, rather than sight to get around.
People with impaired vision will probably not be able to read the service or
flight number or destination shown. Some may also have a hearing loss, andbecause of this, they may not be aware of an approaching vehicle or be able
to signal for a bus or tram to stop.
Identify yourself, and let the person know that you are speaking to him or
her if necessary by a gentle tap on the arm. Speak to him or her directly –not to the guide dog! Speak in a normal tone and at a normal volume.
Remember that guide dog users will need a seat that has room underneathfor the dog. Do not pet or feed the dog, except with the approval of the owner.
15© ECMT, 2006

Find out where the passenger is going and, if possible, notify him or her when
the bus or tram reaches the required stop. Remember that the person cannot
see landmarks en route.
When assisting a blind or partially-sighted passenger, let him or her take yourarm. Do not offer your arm on the side where the person is holding their caneor guide dog harness. The person will then hold your arm just above yourelbow or occasionally put their hand on your shoulder. Tell the person about
any hazards you encounter, such as steps and doorways. With steps indicate
whether they are going up or down, and with doors, whether they are opening
inwards or outwards. Indicate turns to the left and right as you come to them.
Let the passenger know
when you are leaving
him or her.
Do not leave suddenly
and without notice.

What must
I always do?
Always be polite andpatient and address
yourself to the passenger.
Always ask first if
the passenger requires
assistance; never assume
this to be the case.
16© ECMT, 2006

Assisting passengers who are deaf or hard of hearing
The number of people who havea hearing impairment runs into millions.
It is an extremely common disability.
Remember that many hearing-impaired
people will watch your lips (and yourface ) to see what words are being
spoken. Do not turn away, hide yourmouth behind your hand or chew gum
when speaking. Speak normally, but
slow down a little if you are a fast talker.
Never shout.
Common everyday gestures can assist
with understanding. Allow your facial
expressions to show that you do or
do not understand.
It maybe useful to use a pen and paper at times.
A red and white cane often identifies someone who is deaf-blind.
Try to communicate with the person by “writing” on his or her hand withyour finger as though it were a sheet of paper. Try to reduce anxiety andtake your time.
17© ECMT, 2006

Assisting passengers with intellectual disabilities
or mental health problems
Intellectual disabilities and mental health problems are very different; therefore
doctors, therapists and teachers do not treat these difficulties in the sameway. However, the experiences of people with these disabilities and problems
in using the transport system can be similar.
Most people with intellectual disabilities or mental health problems will
manage perfectly well without assistance, but some may require your help.
Following are some suggestions to keep in mind when communicating withpassengers with these disabilities or problems.
Do not patronise, but be prepared to offer assistance if things go wrong.
People with these disabilities may find it difficult to read notices: do not rebuke
a passenger by asking “Can't you read the notice?”. This could embarrass
the person. Instead, simply provide the information that he or she needs.
Speak clearly and a little bit more slowly than usual. Use short sentences,
but do not use jargon. Give instructions in the order the person needs tofollow them. Try to avoid using negatives, but when you have to, accompany
them by shaking your head. Point out differences in landmarks.
Make sure that you have been understood.
People with intellectual disabilities or people with mental health problems canbe victims of bullying or insults while using transport. Try where possible toprevent or stop this from happening.
18© ECMT, 2006

Assisting passengers with speech difficulties
The most important thing to remember when helping a passenger with speechdifficulties is to be patient and polite. Do not stare. Ask what is needed if you
do not understand the passenger immediately.

Assisting passengers with mobility impairments
There are millions of people with mobility impairments. The majority of themare older people, but young people can also break a leg, for example, or needto carry small children, luggage or push prams.
Do not assume that yourassistance is required;
always ask before offering.
When assistanceis requested,
offer your arm.
Do not grab
the passenger
by the elbow.
Be aware of unevensurfaces and dirt.
Act as a safety bufferwhen negotiating steps.
19© ECMT, 2006

Do not rush.
Do not rock a wheelchair (it is not a pram). Do not push, pull or turna wheelchair too quickly or without warning. Ensure wheelchair brakes are on
before assisting someone from/to their wheelchair.
Help with the passenger's luggage and seat belt if possible and necessary.
Ask the passenger if he or she prefers to use the lift, escalator or stairs.

20© ECMT, 2006

Assisting passengers with facial disfigurements
Avoid expression of over-concern, shock or horror. Do not stare, but do not
avoid looking at the person's face. Use eye contact wherever possible. Smileand move quickly into normal conversation.

Assisting passengers with epilepsy
Be reassuring and protective if someone with epilepsy has a seizure. Do not
try to restrain the legs and arms of the person during the seizure. Do not put
anything in the mouth of the person in an attempt to keep their airway clear this is a very bad practice. Clear the area of obstacles which may injure theperson during a seizure.
Stay with the passenger until he or she is fully recovered. Help the passenger
to breathe normally by turning him or her on his or her side.
It is not usually necessary to call an ambulance or a doctor. However, medical
help should be sought if the seizure shows no sign of stopping after fiveminutes; or if a series of seizures take place without the passenger properly
regaining consciousness in between the episodes; or if there is physical injury
during a seizure.

Assistance
If a passenger is being met by a professional assistant, inform the passenger
where, when and by whom this will be provided.
21© ECMT, 2006

S U M M A R Y
Disabled people are neither sad nor tragic; nor are they necessarily
wonderful, courageous or brave. They are just ordinary people who want tolead ordinary lives like everyone else. Because everyone is different, people's
attitudes towards their own disability will differ.
Here are the main things you need to bear in mind to make sure that you
interact with passengers with disabilities in an appropriate and helpful way.
All passengers – disabled or not – are first and foremost people; treat themas equals.
!

Be welcoming, but there is no need to be over-enthusiastic.

!

Good communication skills are vital. Remember to look at passengers
when speaking to them. You will not always be able to recognise
individuals with communication needs immediately, so treat all yourpassengers in the same way in case they lack confidence or need to lip
read what you are saying.

!

Speak directly to the disabled person whenever possible – not to thecarer or companion. With guide dog users, talk to the person not the dog.

!

Be patient – allow people to move at their own pace; it saves time inthe long run.

!

Ask someone to repeat themselves if you do not understand what they
have said. Do not just guess what was meant.
23© ECMT, 2006

!

Be sensitive, ask, listen and react. Someone with a disability may not liketo ask for help, but they may not mind having help offered either.
Try to be sensitive in your approach. Ask what is required, listen to
the response and react accordingly.

!

Avoid fussing unduly over the person. Many disabled people are totally
independent. Such behaviour can therefore be very insulting.

!

Try to be neither patronising nor intolerant. People with physical or
sensory disabilities will generally have the same levels of understanding
as you.

!

If you are a bus driver, always drive smoothly, avoiding harsh braking or
rapid acceleration.

!

When you are guiding a blind, deaf-blind or partially-sighted person,remember to let them take your arm.

!

When helping someone with walking difficulties, offer your arm for him or
her to hold rather than taking his or her arm. Do not grab, squeeze orpull any part of the arms – including the hands – of someone witharthritis. You may cause them pain. Where possible, stand on the side
away from any walking stick or frame.

!

Be aware of the surface you are walking on. A wet or uneven surface
could cause a fall.

!

When assisting wheelchair-users, push the chair smoothly and not too
fast, asking them what they need. Make sure you know how to help
the wheelchair-user up and down kerbs safely and comfortably.
24© ECMT, 2006

!

If the passenger transfers to a seat, make sure their wheelchair is safely
stowed away. Reassure the passenger that their wheelchair is on board.
The same applies to any other mobility equipment that cannot be
accommodated in the passenger area of the vehicle.

!

Again, do not be afraid to make a mistake.

!

Do not jump to conclusions.

!

Be honest, natural, and!

Remember, reassurance gains the passenger's confidence.

25© ECMT, 2006

A

W A Y

W I T HW O R D S

Here is a useful list of expressions to avoid when referring to disabled people,
along with suggestions for alternative terms you can use. These suggested
expressions embody the dignity and respect that should characterise yourinteractions with people with disabilities. Terminology evolves over time, so
this list may evolve as well.

Do not use

Use instead

Aged (the) Elderly (the)Older people(adjectives like frail, senile, feeble suggest
a negative image of older people andshould not be used)

Blind (the)Blind people

Visually impaired (the)Partially-sighted people

Confined to a wheelchairor wheelchair-boundWheelchair-user(for some people with a mobility
impairent, a wheelchair is simply a means
to get around independently)

Crippled

Has a mobility impairment

Lame

Has a mobility impairment
26© ECMT, 2006

Do not use

Use instead

Deaf and dumb

Without hearing and speech

Hearing impaired (the)Hard-of-hearing(people who are not deaf and maycompensate for a hearing loss with
an amplification device or system)

Epileptic (the)Has epilepsy

Fit

SeizureHandicapped (the)Disabled people, unless referring toan environmental or attitudinal barrier(in such instances “handicapped by”
is appropriate)

InsaneHas a mental health problem

Invalid

Has a disability (the literal sense of
the word “invalid” is not valid)

Mentally-retarded

Has an intellectual disability

NormalAble-bodied or non-disabled

Spastic

Has cerebral palsy

Suffers from, victim of,stricken with, afflicted by

Has a disability (having a disability is notsynonymous with suffering)27© ECMT, 2006

Publié en français sous le titre:
Améliorer l’accès aux transports publics –Principes directeurs pour le personnel des entreprises de transport!
Further information about the ECMT is available on Internet
at the following address: www.cemt.org© ECMT 2006 - ECMT Publications are distributed by:OECD Publishing,2, rue André Pascal, 75775 PARIS CEDEX 16, FranceIMPROVINGACCESS TO PUBLIC
TRANSPORTGUIDELINES
for Transport Personnel
Accessible, user-friendly transport means that disabled
and older people can use the transport system without
hindrance to participate in society on an equal basis
without losing their independence.
Whilst much progress has been made in all modes oftransport to make travel easier and more pleasant for all
passengers, it is the attitude and skill of the driver, captain,
pilot, etc. that can make the difference between a pleasantand safe journey for a disabled or older person and onethat is fraught with worry, frustration or confusion.
These guidelines are designed to encourage understandingof the specific problems experienced by disabled andolder passengers when using the transport system, and toprovide guidance on how best to respond to their needs.
They provide a practical approach to providing good
customer care – a priority for all transport companies.

(75 2006 09 1 P) ISBN 92-821-0357-9-:HSTCSC=VUXZ\^: