Best practices guide on the carriage of persons with reduced mobility : final report.
Date: 2019-09-24
Institutions: Directorate-General for Mobility and Transport
Subjects: EU law - national law, carriage of passengers, disabled person, facilities for people with disabilities, mentally disabled person, passenger rights, physically disabled person, transport policy, user guide

Best practices guide on the 
carriage of persons with 
reduced mobility 

Specific Contract N° MOVE/B5/2017-2017-197 under 
the Multiple Framework Service Contract 
MOVE/ENER/SRD/498-2016 Lot 6 

[Tim Breemersch, Eef Delhaye, Sebastian Vanderlinden, Péter Pápics (TML), Evangelos Bekiaris, 
Matina Loukea, Angeliki Konsta (CERTH), Xavier Le Den (Ramboll)] 
November 2018 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
EUROPEAN COMMISSION 

Directorate-General for Transport 
Directorate B — Investment, Innovative & Sustainable Transport 
Unit B5 Social Aspects & Passenger Rights 

Contact: Andras MOGYORO  

E-mail:  Andras.MOGYORO@ec.europa.eu  

European Commission 
B-1049 Brussels 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
EUROPEAN COMMISSION 

Best practices guide on the 
carriage of persons with 
reduced mobility  

Specific Contract N° MOVE/B5/2017-2017-197 under 
the Multiple Framework Service Contract 
MOVE/ENER/SRD/498-2016 Lot 6 

Directorate-General for Transport  
Specific  Contract  N°  MOVE/B5/2017-2017-197  under  the  Multiple  Framework  Service  Contract 
MOVE/ENER/SRD/498-2016 Lot 6 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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More information on the European Union is available on the Internet (http://www.europa.eu). 
Luxembourg: Publications Office of the European Union, 2019 

ISBN 978-92-76-03836-8 
doi: 10.2832/044141 

© European Union, 2019 
Reproduction is authorised provided the source is acknowledged. 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Best  practices  guide  on  the  carriage  of 
persons with reduced mobility 

Specific  Contract  n°  MOVE/B5/2017-2017-197  under  the 
Multiple  Framework  Service  Contract  MOVE/ENER/SRD/498-
2016 Lot 6  

Final 

report 

for: 

European  Commission,  DG  Mobility 

and 

Transport 

Date: 26/11/2018 

Authors:  Tim  Breemersch,  Eef  Delhaye,  Sebastian  Vanderlinden,  Péter  Pápics  (TML), 
Evangelos Bekiaris, Matina Loukea, Angeliki Konsta (CERTH), Xavier Le Den (Ramboll) 

Transport & Mobility Leuven 
Diestsesteenweg 57 
3010 Leuven 
Belgium 
http://www.tmleuven.be  

November 2018  5 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Abstract 

Accessibility  is  a  key  element  in  all  transport  systems,  since  it  is  an  expression  of 
mobility  in  terms  of  people,  freight  and  information.  For  each  stage  of  a  journey, 
different  players  are  responsible  for  applying  passenger  rights  rules:  airports,  ports, 
railway stations or bus terminals, air carriers, railway, ship or coach companies, PRM 
service  providers,  and  national  enforcement  bodies  to  monitor  and  enforce  the 
application of such rules. 

This  study  aims  to  increase  awareness  of  all  stakeholder  groups  and  improve  the 
implementation  of  measures  and  policies  that  enhance  the  accessibility  of  transport 
services  for  users  with  reduced  mobility,  while  also  strengthening  their  passenger 
rights  before,  during  and  after  their  journey.  In  order  to  achieve  this,  literature 
reviews  were  undertaken,  in  addition  to  user  and  expert  surveys,  interviews,  the 
analysis of the relevant EU legislation, the identification of best practices, and analyses 
of more than 100 case studies. This led to (1) a structured compilation of the 30 best 
practices  that  facilitate  travel  for  PRMs  (covering  all  modes  of  transport  and  the 
various  aspects  they  involve,  such  as  infrastructure,  vehicles,  technical  solutions, 
processes  and  personal  assistance)  and  (2)  a  guide  to  support  the  further 
development  of  policies,  actions,  measures  or  strategies  with  the  goal  of  increasing 
accessibility for PRMs. 

November 2018  6 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

The information and views set out in this study are those of the author(s) and  do not 
necessarily  reflect  the  official  opinion  of  the  Commission.  The  Commission  does  not 
guarantee the accuracy of the data included in this study. Neither the Commission nor 
any  person  acting  on  the  Commission’s  behalf  may  be  held  responsible  for  the  use 
which may be made of the information contained therein. 

November 2018  7 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Table of Contents 
Abstract ........................................................................................................... 6 
Table of Contents .............................................................................................. 6 
List of Tables .................................................................................................... 9 
List of Figures ................................................................................................... 9 
List of Abbreviations .........................................................................................10 
Executive Summary ..........................................................................................11 
Introduction .....................................................................................................17 
Background ...................................................................................................17 
Scope ...........................................................................................................18 
Objective of the study and of this report ...........................................................19 
User needs analysis ..........................................................................................20 
Legislation ....................................................................................................20 
Accessibility business case ..............................................................................28 
Practice .............................................................................................29 
Accessible infrastructure ....................................................................30 
Accessible processes and procedures .................................................32 
Staff awareness on PRM accessibility .................................................33 
Current status ...............................................................................................34 
The virtue of Design for All ................................................................37 
Support for harmonised and enforceable legislation ...........................39 
Methodology ....................................................................................................40 
Selection of the “Best Practices” list .................................................................41 
Description of the ranking approach ..................................................45 
Best Practices ..................................................................................................47 
Good Practices longlist....................................................................................47 
Air Transport .....................................................................................47 
Maritime Transport ............................................................................70 
Rail Transport ....................................................................................73 
Road Transport ..................................................................................93 
Across Modes .................................................................................. 103 
List of Best Practices .................................................................................... 127 
Conclusions ................................................................................................... 129 
References..................................................................................................... 131 
Annex 1: Stakeholder list ................................................................................ 134 
Actors ........................................................................................................ 134 
Air transport .................................................................................... 134 
Road transport ................................................................................ 138 
Rail transport .................................................................................. 140 
Maritime transport ........................................................................... 142 
Administrations ........................................................................................... 144 
Associations ................................................................................................ 148 
Other stakeholders....................................................................................... 151 
Annex 2: Survey respondents .......................................................................... 152 
Operators ................................................................................................... 152 
Operator associations ................................................................................... 153 
Advocacy groups ......................................................................................... 153 
Enforcement agencies .................................................................................. 154 
Experts ....................................................................................................... 154 
Interviews .................................................................................................. 155 
Annex 3: Survey contents ............................................................................... 156 
Transport operator survey ............................................................................ 156 
Enforcement bodies survey ........................................................................... 165 

November 2018  8 

 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Advocacy groups survey ............................................................................... 175 
Research institutes survey ............................................................................ 184 
Operator associations survey ......................................................................... 193 

List of Tables 
Table 1: Key generic policy documents and regulations .........................................21 
Table 2: National legislation related to transport accessibility .................................23 
Table  3:  Accessibility  status  of  public  transport  in  various  European  countries  and 
cities ...............................................................................................................34 
Table 4: Description & weights of evaluation criteria .............................................42 
Table 5: List of Best Practices (listed according to their ranking/weight averages) .. 127 

List of Figures 
Figure  1:  Mobility  chain,  players  and  type  of  practices  (Source:  Own  elaboration  – 
Mobility chain taken from ISEMOA (2011) Accessibility – Why we need it.) ..............18 
Figure  2:  5  phases  of  travelling  (based  on  Google’s  5  stages  of  travel.  Extension  to 
mobility issues) ................................................................................................20 
Figure 3: Evaluation across all the phases of a journey and overall evaluation ..........34 
Figure 4: Design for All .....................................................................................38 
Figure 5 Categories covered by the best practices.................................................44 
Figure 6: Journey phases covered by the best practices ........................................44 
Figure 7: Transport modes related to the best practices ........................................44 

November 2018  9 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

List of Abbreviations 

Abbreviation  
CEN  

CENELEC  
DSM 
EC 
ETSI 
EU 
ICT 
IT 
KPI 
M 
MaaS 
MMTIPs 
PRM 
PRM-TSI 

PT 
PwD 
SUMP 
TEN-T 
UITP 
UN 
UN 
WCAG 

Meaning  
Comité  Européen  de  Normalisation  (French:  European  Committee 
for Standardisation) 
European Committee for Electrotechnical Standardisation 
Single Market strategy  
European Commission 
European Telecommunications Standards Institute 
European Union 
Information and Communication Technology 
Information Technology 
Key performance Indicator 
Mandate 
Mobility-as-a-Service 
Multimodal Travel Information and Planning Services 
Person with reduced mobility  
Technical  specifications  for  interoperability  relating  to  accessibility 
of the Union's rail system for persons with disabilities and persons 
with reduced mobility. 
Public Transport 
Person with Disabilities 
Sustainable Urban Management Plan 
Trans-European Transport Network 
Union Internationale des Transports Publics 
United Nations 
United Nations 
Web Content Accessibility Guidelines 

November 2018  10 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Executive Summary 

Accessibility for persons with reduced mobility (PRM) in transport is about using transport services easily and on 
an equal footing with other users. Accessibility is a key element in transport systems, since it is an expression of 
mobility  in  terms  of  people,  freight  or  information.  Well-developed  and  efficient  transport  systems  offer  high 
levels of accessibility. Thus, accessibility is linked with an array of economic and social opportunities. 

Figure 1: Phases of travelling (based on Google’s 
five stages of travel. Extension to mobility issues) 

The  main  objective  of  this  study  is  to  increase  awareness  of  all 
stake-  holder  groups  and  thus  improve  the  implementation  of 
measures and policies that enhance the accessibility of transport 
services  for  users  with  reduced  mobility  and  strengthen  their 
passenger rights before, during and after their journey. This was 
achieved by elaborating: 

►  A  structured  compilation  of  the  30  best  practices  that  facilitate  travel  for  PRM  (covering  all  modes  of 
transport  and  their  different  aspects,  such  as  infrastructure,  vehicles,  technical  solutions,  processes  and 
personal assistance). 

►  A  guide  to  support  the  further  development  of  policies,  actions,  measures  or  strategies  with  the  goal  of 

increasing accessibility for PRMs. 

User Needs 

The right for everyone to be able to enjoy seamless travel independently and without 
the need of  any assistance is addressed by the EU treaties that guarantee the right 
to  free  movement  for  all  citizens,  as  well  as  by  Article  9  of  the  United  Nations 
Convention  on  the  Rights  of Persons  with Disabilities  and Articles 21 and 26  of 
the Charter of Fundamental Rights of the EU. 

In the context of the “European Disability Strategy 2010 – 2020”, accessibility for 
PRMs  to  goods  and  services  (including  public  services  and  assistive  devices)  is 
regarded as a precondition for participation in society and in the economy. The same 
applies  for  the  upcoming  European  Accessibility  Act,  which  “aims  to  improve  the 
functioning  of  the  internal  market  for  accessible  products  and  services  by  removing 
barriers  created  by  divergent  legislation,  facilitating  the  work  of  companies,  and 
bringing benefits for people with disabilities in the EU”. Provisions for PRMs should be 
fully  integrated  into  the  services  of  such  companies,  as  well  as  into  all  transport 
services and infrastructure. 

European  countries,  cities  and  regions  should  be  without  barriers,  so 

goods, services and persons can move freely. 

It  is  estimated  that  one  in  six  Europeans 
has  some  form  of  disability  –  a  market  of 
about  80  million  potential 
customers. 
Moreover,  that  figure  increases  to  35-40%  of 
the  population when  travellers  accompanying 
PRMs  and  people  with  temporary  mobility 
restraints  (such  as  young  parents  with  baby 
buggies or heavy luggage) are also taken into 
account. 

November 2018  11 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
People with disabilities or reduced mobility therefore represent an 
important share of the European population, and their desire to 
travel thus implies a major revenue potential for both transport 
operators and the tourism sector as a whole. What is more, given 
that reduced mobility is highly correlated with age (around two 
thirds of PRMs are elderly) and that the elderly share of the 
population is expected to increase significantly in the decades 
ahead (their 21% share of Europe’s total population in 1999 is 
expected to rise to some 31% by 2020, and to around 34% by 
2050), the business case for ensuring that PRMs can use transport 
on an equal basis with others will only get stronger. Not to mention 
the fact that improved service provision to PRMs – for example 
through application of the principles of Universal Design – often 
also boosts travel appeal for all travellers. 

Best practices guide on the carriage  
of persons with reduced mobility 

Figure  2:  Design 

for  All 
(http://designforall.org/design.php) 

Persons with disabilities or reduced mobility need to be treated with respect, just like everyone else. All services 
offered to PRMs should therefore be provided on equal terms, with equal quality and in full dignity. In practice, 
these people face numerous challenges related to transport services, including with regard to everyday 
movements. Some of the most important challenges are: lack of skills among customer service staff, 
inadequate infrastructure, inaccurate/inadequate information and difficulties encountered while in transit. 

Methodology 

The core activities of this study were: 

Gathering information from two main sources 
(literature and stakeholders) on good 
practices for PRM. 

Assessing the practices based on a number of 
criteria to narrow them down to a selection of 
best practices regarding the accessibility of the 
European transportation system. 

For the literature review: 

►  More than 60 sources (papers, reports, regulations, etc.) were analysed, relating both to European 

accessibility status, legislation and good practices and to relevant information concerning the individual EU 
Member States. 

►  For the stakeholders’ contribution: 
►  More than 90 stakeholders completed the survey, while an additional 10 personal interviews (CAPI, based on 

the questionnaire) were conducted. 

►  Over 100 others partially completed the survey, some providing interesting responses nonetheless. 

The compilation of best practices 

The selection of the examples included in the initial list of good practices concerning transport accessibility was 
mainly based on the following parameters (according to the information found in the literature): 

►  Compliance with regulation, and possibly going beyond minimum compliance. 
►  Effectiveness,  or  the  degree  to  which  the  practice  has  a  tangible  positive  impact  on  the 

accessibility of the relevant transport service for PRMs. 

►  Transferability, or the ease of implementing the practice in other contexts (in terms of location 

as well as transport modes). 

An internal evaluation of the extensive list of good practices (containing 110 examples of good accessibility 
application measures across Europe and from all transport modes) and an additional evaluation in conjunction 
with external experts helped narrow the list down to the project’s final 30 Best Practices. 

Considering the heterogeneity and occasionally differing purposes of the initiatives included in the longlist, 
specific weighted criteria (with comparison analysis by 18 experts) were used to define the best practices, 
namely the following: 

1. Effectiveness 

 4. Efficiency 

 7. Sustainability 

 10. Innovativeness 

2. Relevance 

 5. Multimodality 

 8. Transformability 

 11. Co-Benefits 

3. Functional diversity 

 6. Maturity 

 9. Tranferability 

November 2018  12 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
  
 
 
 
 
The final list of the study includes the best practices below: 

Transport mode 

Best Practice 

Airline accessibility planning & coordination 

Transport services website accessibility check 

Holistic airport accessibility services in Athens 

Special services for passengers with special needs 

Coordinated PRM services across Spanish airports 

Best practices guide on the carriage  
of persons with reduced mobility 

Country 

Finland 

Germany 

Greece 

Latvia 

Spain 

Air transport 

Maritime  
transport 

Multimodal  
transport 

Rail transport 

Support to passengers with hidden disabilities 

UK (and USA) 

Standards on the accessibility of ships and terminals 

Accessible waterbuses in Venice 

Wiener Linien’s accessibility strategy 

Next and second next stop announcement in Prague 

Transmitter of the blinds 

Accessibility though digitalisation of public transport in Tallinn 

Accessibility of driverless local transport in Rennes 

Integrated seamless travel in Bochum 

Barrier-free design of the infrastructure 

Accessibility training and services 

Seamless assistance to PRMs 

Accessible travel and tourism 

Extensive accessibility services in London 

Denmark 

Italy 

Austria 

Czech Republic 

Czech Republic 

Estonia 

France 

Germany 

Germany 

Germany 

Italy 

International 

UK 

Accessible rail info tables on the web and in a mobile app 

Czech Republic 

Coordinated accessibility measures in Toulouse 

France 

Infrastructure monitoring, staff training and info for accessible urban rail  France 

Accessibility training for rail staff in Luxemburg 

Luxemburg 

On demand spontaneous assistance at railways stations 

The Netherlands 

Co-design of public transport with PRMs 

Awareness raising for bus drivers in Prague 

Wheelchair access on long-distance buses 

Sweden 

Czech Republic 

Finland 

Road transport 

Easily transferable training for bus drivers & managers on accessibility 

France 

Uber assistive applications 

International 

Amico Bus – a door-to-door call accessible service 

Italy 

November 2018  13 

 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Guide to future actions, policies and strategies towards a PRM-
inclusive transport system in Europe 

A separate report was drawn up within this study, offering guidance on promoting the access and 
mobility  needs  of  persons  with  reduced  mobility  throughout  Europe’s  transportation  system,  as 
well as aiming to raise awareness about proven good practices in setting policies and strategies. 

More  specifically,  the  following  recommendations  of  strategies  and  policies  were  put  forward, 
alongside  a  detailed  list  of  31  cost-efficient  measures  aimed  at  creating  an  inclusive  transport 
system. 

Policies 

Legislative issues 

Strategies 

►  Extend  the  applicability  of  Regulation  (EU) 
No  181/2011  on  bus  and  coach  passenger 
rights to include local and urban transport. 

►  Progressively  extend  assistance  to  PRMs  to 
include  real  time  and  spontaneous  travel 
requirements. 

►  View  long-distance  and  local  transport  as  a 
continuum and apply the same legal requirements 
for accessibility across the board. 

►  Develop  a  National  Transport  Accessibility 

Strategy. 

►  Apply 

the 

staff 

requirements  of 
training 
Regulation  (EU)  No  181/2011  on  bus  and  coach 
passenger  rights  to  all  public  transport  operation 
staff across all modes of transport. 

►  Regulate  and  enforce 

the 

role  of  National 

Enforcement Bodies (NEBs). 

►  Connect  European  and  national  accessibility 

Regulations to national and local transport. 

►  Include  transport  accessibility  in  in  the 
SUMPs of the cities, linked to specific KPIs 
and monitoring processes. 

►  Link 

transportation 

compliance  enforcement 
sanctions for violations. 

services 

accessibility 
to  penalties  and 

Multisectoral and multimodal practices 

►  For  each  multimodal  hub,  nominate  an 
“Accessibility  Manager”,  agreed  upon  by 
adjacent  modes,  to  coordinate  accessibility 
issues  and  services  among  and  between  the 
nodes. 

►  Link  each  transport  service  to  a  user 

(PRM) feedback mechanism. 

►  For  each  transport  service  define  KPIs  of 

accessibility. 

►  Provide 

realistic  and  adapted 

routing  services,  taking 
movement pace of various PRMs. 

intermodal 
into  account  the 

►  Coordinate  with  local  tourist  services  sector 
for  combined  accessible  travel  and  tourism 
services, utilising also the relevant paratransit 
vehicles as accessible DRT services. 

►  Coordinate  with 

local  MaaS  (car  rental, 
sharing, pooling or other (i.e. Uber) services), 
to  utilise  vehicles  adapted  to  PT-(paratransit) 
accessible feeders and first/last-mile bridges. 

November 2018  14 

Key monitoring indicators and enforcement schemes   
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Policies 

Training and awareness 

Strategies 

►  Organise and standardise transport services 

►  Set up an accessibility training scheme for 

staff training courses, with annual 
refreshment schemes and even knowledge 
assessment at the end of training sessions. 

►  Organise expert walkthroughs, user visits and 
awareness sessions with PRM Associations. 

transport service staff. 

►  With the help of local PRM Associations, 

organise awareness and training campaigns on 
optimal mobility for PRM groups. 

Information policies for inclusive transport 

►  Provide public transport information via at least 
2  channels  (e.g.  audio  and  visual  format)  to 
cover  the  needs  of  various  PRM  groups 
(whether at the station or on board). 

►  Support 

or 

adaptability 

personalisation 
information  provision  through  specialised  apps, 
use of PRM remote controllers or button-operated 
functionalities, such as change in height or screen 
fonts.  

Business schemes 

►  Use transport service violations by operators or 
further  accessibility 

finance 

to 

travellers 
attributes. 

►  Require all public transport information web and 
mobile services to be accessible at WACAG2.0 
level. 

►  Provide all public transport information services 
with the required useful content for PRMs (e.g.. 
on accessible vehicles, stations, procedures, 
etc.). 

►  Mobilise  volunteers  that  are  properly  trained  in 
reduced 

travellers  with 

serving/supporting 
mobility. 

►  Set  up  a  mobile  maintenance  team  for 
accessibility maintenance, to remove eventual 
temporal barriers. 

►  Implement  Design  For  All  principles  and  co-

development with PRM experts/representatives. 

November 2018  15 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Mode 

Proposed intervention 

•  Train  all  staff  members  in  accessibility  issues  and  have  them  follow  an  annual 

refreshment course. 

•  Also make use of PRM trainers. 
PRM  awareness  raising  through  transport  system  visits  and  training  in  new  technologies 
(using travel mentors). 

Use multiple info channels for station/vehicle announcements. 
Use  part  of  ticket  cost  on  accessibility  violation  penalties  to  enhance  transport  service 
accessibility. 
Support PRM-controlled info stations adaptation (changing fonts on the screen or changing 
lighting level). 
Support  personalised  info  accessibility  and  services  operation  through  accessible  mobile 
apps. 

Multimodal 
transport 
Across modes 

– 

Train and use volunteers to assist PRMs. 

Nominate an “Accessibility Manager” for each modal hub. 

Provide support in cross-modal transfer for PRM travellers and their luggage.  

Offer free transport to required assistants travelling with PRM. 

Teach some employees sign language.  

Provide  focused  support  to  travellers  with  hidden  or  cognitive  disabilities  via  adequately 
trained staff or volunteers. 
Have a support team available for accessibility barrier removal and accessibility equipment 
maintenance.  
For  all  information  outlets  (web  site,  mobile  services,  etc.),  offer  WCAG  2.0  accessibility 
level at the very least for all PRM groups. 
Embed accessibility through co-design simulation  and testing in  new  vehicle  infrastructure 
design.  
Connect  throughout  transit  to  accessible  tourist  services  in  order  to  share  budgets  and 
enhance seamless travel and user experience for PRMs.  
Airport-to-airport  and  airline-to-airline  automated  dispatch  information  on  travelling  PRMs 
to ensure improved and faster assistance.  

Fully compensate the cost of lost or damaged assistive devices.  

Inland waterways and especially waterbuses need to be made accessible as a priority.  

All new or renovated passenger maritime terminals should be made accessible.  

Air 

Maritime 

Do not charge more than the standard fair for an accessible cabin. Transfer the cost to the 
general ticket fare.  

Enhance accessibility of excursion boats. 

Long-distance 
rail 

Offer accessibility to all services on board, not just ingress/egress and cabin. 

Support  spontaneous  travel  of  PRM  by  offering  assistance  at  all  stations  with  just  30-60 
minutes pre-booking.  

Accessible toilets should be installed in or next to accessible wagons. 

Long-distance 
bus or coach 

The  relevant  services  need  to  become  accessible,  in  accordance  with  Regulation  (EU)  No 
181/2011. 

Urban 
(metro, 
tram, rail, etc.) 

transport 
bus, 

Paratransit (DRT, 
Uber, 
MaaS, 
etc.) 

Adapt driverless lines to make them accessible.  

Include accessibility in SUMPs. 

Enhance urban PT accessibility, applying Regulation (EU) No 181/2011 voluntarily in urban 
PT. 

Make paratransit and MaaS services accessible. 

Develop accessible DRT services to feed and complement mainstream accessible PT.  

November 2018  16 

 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Introduction 

Background 
One  of  the  major  challenges  faced  by  Europe’s  transport  sector  is  the  development 
and expansion of transport service accessibility for a rapidly changing population. This 
is  particularly  a  challenge  in  the  case  of  specific  target  groups,  such  as  the  elderly, 
persons with disabilities or reduced mobility (permanent or temporary), or people who 
are not familiar with the transport system environment.  

The  European  Commission  has  set  up  a  clear  strategy  for  disability1.  Within  this 
framework, there are rules2 in place to ensure accessibility for persons with disabilities 
(PwD) or reduced mobility (PRM). Many guidelines also exist for barrier-free design of 
public  spaces,  buildings,  public  infrastructure  and  vehicles.  In  addition  to  EU  rules, 
many  EU  Member  States  also  have  national  technical  standards  and  norms  in  place 
but  they  are  usually  inconsistent.  In  response  to  these  rules  as  well  as  on  their  own 
initiative, actors in the transport sector (not only operators, also infrastructure owners 
for example) have implemented a diverse set of practices to accommodate the wishes 
and  needs  of  PRMs.  Positively  stated,  this  creates  opportunities  to  learn  from  each 
other. The  creation of  a best practice guide focussing on  PRM travel would be an 
ideal  starting  point  for  the  harmonisation  of  accessibility-related  standards 
and norms. 

Moreover,  the  future  European  Accessibility  Act,  which  aims  to  create  a  level  playing 
field for accessible products and services from an internal market perspective, will help 
and sometimes force EU Member States to comply with their obligations under the UN 
Convention on the Rights of Persons with Disabilities.3 

of 

on 

(UNCRPD) 

the  Rights 

Persons  with  Disabilities 

1  Communication  from  the  Commission  to  the  European  Parliament,  the  Council,  the  European  Economic 
and  Social  Committee  and  the  Committee  of  the  Regions:  European  Disability  Strategy  2010-2020:  A 
Renewed Commitment to a Barrier-Free Europe, COM (2010) 636, 2010.  
2  United  Nations  Convention 
https://www.un.org/development/desa/disabilities/convention-on-the-rights-of-persons-with-
disabilities.html 
Charter of Fund Rights of the EU, Art. 21 and 26. 
Regulation  (EC)  No  261/2004  of  the  European  Parliament  and  of  the  Council  of  11  February  2004 
establishing common rules on compensation and assistance to passengers in the event of denied boarding 
and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91.  
Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the 
rights of disabled persons and persons with reduced mobility when travelling by air  
Regulation  (EC)  No  1371/2007  of  the  European  Parliament  and  of  the  Council  of  23  October  2007  on  rail 
passengers’ rights and obligations  
Regulation  (EU)  No  1177/2010  of  the  European  Parliament  and  of  the  Council  of  24  November  2010 
concerning the rights of passengers when travelling by sea and inland waterway and amending Regulation 
(EC) No 2006/2004  
Regulation  (EU)  No  181/2011  of  the  European  Parliament  and  of  the  Council  of  16  February  2011 
concerning  the  rights  of  passengers  in  bus  and  coach  transport  and  amending  Regulation  (EC)  No 
2006/2004     
Commission  Regulation  (EU)  No  1300/2014  of  18  November  2014  on  the  technical  specifications  for 
interoperability  relating  to  accessibility  of  the  Union's  rail  system  for  persons  with  disabilities  and  persons 
with reduced mobility. 
See also: Article 44 of the European Parliament resolution of 25 October 2011 on mobility and inclusion of 
people with disabilities and the European Disability Strategy 2010-2010 (2010/2272(INI)), 2011. 
Article 12 of the European Parliament resolution of 25 October 2011 on mobility and inclusion of people with 
disabilities and the European Disability Strategy 2010-2010 (2010/2272(INI)), 2011. 
3 
http://ec.europa.eu/social/main.jsp?catId=1202  

Commission. 

Accessibility 

Retrieved 

European 

European 

from: 

Act. 

November 2018  17 

 
 
 
 
 
 
 
 
                                           
Best practices guide on the carriage  
of persons with reduced mobility 

The  topic  is  relevant  for  all  EU  citizens,  as  mobility  is  an  integral  part  of  our  private 
and professional lives. We can all become a “PRM” at a certain point in time, as 
the  concept  of  PRM  does  not  only  cover  people  with  disabilities,  but  also  elderly 
people, people with learning difficulties or mental conditions, or people with temporary 
impairments such as a broken leg, and whose ability to use transport is thus reduced. 
The ISEMOA project4 estimated that about 1/3 of the European population comprised 
of  PRMs,  who  face  barriers  when  walking,  cycling  or  travelling  by  public  transport. 
Over 15%  of the global population lives  with some form  of disability.5  For the period 
2015-2030, the number  of people aged 60 years  or  over in the world is projected to 
grow  by  56%,  and  by  2050,  the  global  population  of  elderly  persons  is  projected  to 
more  than  double  in  size  compared  to  2015,  reaching  nearly  2.1  billion.6  However, 
often  the  solutions  offered  to  make  transport  more  accessible  are  not  limited  to 
persons with reduced mobility and can be beneficial to all transport users.  

Scope 
Accessibility is about using transport services easily and on an equal footing with other 
users.  PRM  passengers  will  only  begin  their  journey  if  they  are  confident  that  each 
element  of  the  travel  chain  will  function  properly,  so  that  they  can  reach  their 
destination  easily.  This  is  irrespective  of  the  mode  –  it  is  true  for  aviation, 
waterborne  transport,  bus  and  rail,  as  well  as  for  logistics  (carriage  of  luggage  for 
example).  The  figure  below  shows  a  typical  transport  chain  –  not linked  to  a  specific 
mode – the different players involved, and the relevant potential practices.  

Figure 1: Mobility chain, players and type of practices (Source: Own elaboration – Mobility chain 
taken from ISEMOA (2011) Accessibility – Why we need it.) 

4 isemoa.eu 
5 World Population Ageing, United Nations, 2013 
6 World Population Ageing, United Nations, 2015 

November 2018  18 

 
 
 
 
 
 
 
 
                                           
Best practices guide on the carriage  
of persons with reduced mobility 

For each stage in the chain/journey, a different player and/or different combinations of 
players fill a specific role. The PLAYERS are the different actors in charge of applying 
passenger  rights rules:  airports, ports,  railway stations or bus terminals, air carriers, 
railway, ship or coach companies, PRM service providers acting on behalf of any of the 
latter, and national enforcement bodies to monitor and enforce the application of the 
rules. 

Three  different  types  of  practices  that  can  improve  accessibility  for  PRMs  were 
distinguished.  During  the  journey,  the  focus  mostly  lies  on  the  PREMISES.  This 
relates to the built environment and the infrastructure, where the transport service is 
carried  out,  but  also  to  the  "vehicles"  themselves,  i.e.  aircraft,  train  wagons,  ships, 
buses  and  coaches.  Before,  during  and  after  the  journey,  the  various  processes  and 
procedures (for example buying a ticket) and interaction with staff also play a crucial 
role.  The  PROCESSES  and  PROCEDURES  include  technical  solutions  or  others  that 
facilitate the booking process and the different phases of the journey itself or the pre-
notification  of  assistance  required.  PEOPLE  include  the  good  practices  deployed  by 
transport actors’ staff (e.g. assistance providers).  

As  the  players  and  their  practices  usually  influence  each  step  of  the  chain,  it  is  of 
utmost  importance  that  our  selection  of  best  practices  cover  a  wide  spectrum.  It  is 
often  easier  to  focus  on  the  premises  and  the  vehicles,  as  such  measures  are  more 
visible, but the procedures (buying a ticket, obtaining information, assistance etc.) are 
possibly  even  more  important,  as  they  are  the  focus  of  passenger  rights  legislation. 
When  information  is  only  offered  in  a  visual  format,  people  with  visual  impairments 
have no access to the data they require. When you suddenly have to change platform 
at a train station, it makes a difference if the train is leaving from the other side of the 
same platform or if you have to run from platform 1 to platform 8. When reservations 
can  only  be  made  orally,  this  is  a  barrier  for  people  with  hearing  or  speaking 
impairments.  People  travelling  with  young  children  may  also  be  restricted  in  their 
mobility  when  using  the  transport  service.  Thus,  small  changes  or  disruptions  may 
have a large impact on PRMs.  

While  these  issues  already  arise  in  unimodal  transport,  it  is  even  more  important  to 
consider  them  within  the  context  of  multimodal  travel,  where  travellers  deal  with 
multiple  service  providers  and  procedures,  premises  are  less  streamlined,  and 
disruptions to one part of the journey that affect the other parts are more difficult to 
overcome.  This  framework  also  allows  taking  into  account  possible  interactions 
between processes and players throughout the chain. 

Objective of the study and of this report 
Overall,  the  main  objective  of  this  study  is  to  increase  awareness  and  improve  the 
application  of  measures  and  policies  that  enhance  the  accessibility  of  transport 
services for users with reduced mobility and strengthen their passenger rights, before, 
during and after their journey. This is achieved by elaborating: 

-  A  structured  compilation  of  the  best  practices  that  facilitate  travel  for  PRMs 
(covering  all  transport  modes  and  their  different  aspects,  such  as  infrastructure, 
vehicles, technical solutions, processes and personal assistance) (Annex 4). 

-  A  guide  to  support  the  further  development  of  policies,  actions,  measures  or 

strategies with the goal of increasing accessibility for PRMs (Annex 5). 

November 2018  19 

 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

User needs analysis 

For  many  people,  the  concept  of  travelling  refers  only  to  the  act  of  moving  itself. 
However,  the  truth  is  that  the  experience  encompasses  much  more  than  that.  Thus, 
Google has identified five stages of the travelling process7: 

Figure  2:  5  phases  of  travelling  (based  on  Google’s  5  stages  of  travel.  Extension  to  mobility 
issues) 

To a larger or smaller extent, the same stages apply to any kind of moving from one 
place to another. In the context of the present study, it is especially important to note 
that  these  stages  –  and  indeed  all  steps  involved  in  organising  and  undertaking  a 
journey  –  are  the  same  for  all  travellers,  including  persons  with  disabilities  and 
persons  with  reduced  mobility  (PRMs).  The  potential  problems  faced  throughout  the 
stages, however, are not the same for all travellers. 

In  this  context,  PRM  accessibility  refers  to  the  ability  of  persons  with  some  kind  of 
disability  or  reduced  mobility  to  make  use  of  transport  services  on  a  par  with  other 
passengers.  All  transport  modes  are  considered:  aviation,  road  (buses  and  coaches), 
rail and waterborne transport, as well as logistics (carriage of luggage, for example). 

Legislation 
The  right  for  everyone  to  be  able  to  carry  out  a  seamless  travel  independently  and 
without the need of any assistance is addressed by the EU Treaties that guarantee the 
right to free movement for all citizens, as well as Articles 21 and 26 of the Charter of 
Fundamental  Rights  of  the  EU  and  Article  9  of  the  United  Nations  Convention  on  the 
Rights of Persons with Disabilities. 

In  the  context  of  the  “European  Disability  Strategy  2010  –  2020”,  accessibility  for 
PRMs  to  goods  and  services  (including  public  services  and  assistive  devices)  is 
considered  a precondition for participation in society and in the  economy8.  The same 
also  applies  for  the  future  European  Accessibility  Act,  which  “aims  to  improve  the 
functioning  of  the  internal  market  for  accessible  products  and  services  by  removing 
barriers  created  by  divergent  legislation,  facilitating  the  work  of  companies,  and 
bringing benefits for people with disabilities in the EU”9. Provisions for PRMs should be 
fully  integrated  into  the  services  of  such  companies,  as  well  as  into  all  transport 
services  and  infrastructure.  European  countries,  cities  and  regions  should  be  without 
barriers, so goods, services and persons can move freely.  

http://www.bluemagnetinteractive.com/blog/2012/02/27/how-to-target-customers-in-the-5-stages-of-

7 
travel/ 
8 
http://ec.europa.eu/social/main.jsp?catId=1202 
9  European  Commission  (1997).    COST  335  study  on  passengers’  accessibility  of  the  heavy  rail  system. 
Retrieved from: http://cordis.europa.eu/pub/cost-transport/docs/335-01-en.pdf 

Commission. 

Accessibility 

Retrieved 

European 

European 

from: 

Act. 

November 2018  20 

 
 
 
 
 
 
 
 
 
                                           
Best practices guide on the carriage  
of persons with reduced mobility 

To  achieve  this  goal,  the  establishment  of  relevant  legislation  at  both  European  and 
national level is a prerequisite. Regarding the transport sector, a number of legislative 
initiatives adopted by the European Commission aim to improve access for PRMs to all 
modes  of transport. Key generic policy documents and  regulations include (indicative 
list):  

Table 1: Key generic policy documents and regulations 

White 

Paper 
The 
“Roadmap 
to  a  Single 
European Transport Area  – 
Towards a competitive and 
resource-efficient 
transport system” (2011)10 

A  European  strategy  on  the  future  of  European  transport, 
which specifically mentions the need for the improvement of 
transport  accessibility  for  persons  with  disabilities  as  one  of 
the initiatives to be undertaken  within the framework of the 
strategy,  along  with  a  number  of  relevant  initiatives  (i.e. 
Passengers’  rights  legislation,  TEN-T  guidelines,  Connecting 
Europe Facility regulation, etc.) 

The  Communication  on 
passenger  rights 
in  all 
transport modes (2011)11 

(EC) 

Regulation 
No 
1107/2006  concerning  the 
rights  of  disabled  persons 
and  persons  with  reduced 
mobility  when  travelling  by 
air12 

This communication sets out the vision for the definition and 
realisation of basic EU passenger rights, such as the right to 
non-discrimination  in  access  to  transport  and  the  right  to 
compensation,  among  others.  The  EC  recognised  that  the 
different  rules  applying  to  the  different  modes  of  transport 
make seamless travel difficult, while it also clearly mentioned 
that the adoption of the proposal for a European Accessibility 
Act  would  be  an  opportunity  for  developing  a  general  set  of 
standards for the accessibility of transport infrastructure and 
services. 

Regulation  (EC)  No  1107/2006  covers  the  provision  of 
assistance  by  airports  and  airlines  as  well  as  the  non-
discrimination principle. It entered into force in 2008. One of 
the  most  important  provisions  introduced  by  this  Regulation 
is the right to access to air travel without discrimination: an 
airline shall not refuse, on the ground of reduced mobility or 
disability, to accept the reservation of a person or to embark 
a person (Article 3). The idea is that persons with disabilities 
shall have the same access to air travel as any other person 
(Article  1  (a)).  This  includes  being  provided  with  assistance 
from a designated point at the airport of departure, with the 
means  of  transport  you  have  chosen  for  arrival,  to  the 
destination  airport  (Article  7).  This  assistance  should  be 
provided at no additional charge (Article 8) by a person who 
has  undergone  disability  awareness  and  disability  equality 
training (Article 11). Also, the Regulation states in Article 12 
that  a  passenger  shall  be  entitled  to  compensation  if  his  or 
her  mobility  equipment  or  assistive  devices  are  lost  or 

10 European Commission (2011). White Paper “Roadmap to a Single European Transport Area – Towards a 
competitive  and  resource  efficient  transport  system”.  Retrieved  from:  http://eur-lex.europa.eu/legal-
content/EN/ALL/?uri=CELEX:52011DC0144   
11  COMMUNICATION  FROM  THE  COMMISSION  TO  THE  EUROPEAN  PARLIAMENT  AND  THE  COUNCIL  A 
European  vision  for  Passengers:  Communication  on  Passenger  Rights  in  all  transport  modes  /* 
COM/2011/0898 
http://eur-lex.europa.eu/legal-
content/EN/ALL/?uri=CELEX:52011DC0898  
12 REGULATION (EC) No 1107/2006 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 5 July 2006 
concerning  the  rights  of  disabled  persons  and  persons  with  reduced  mobility  when  travelling  by  air  (Text 
with 
http://eur-lex.europa.eu/legal-
content/EN/TXT/HTML/?uri=CELEX:32006R1107&rid=2  

relevance). 

Retrieved 

Retrieved 

from: 

from: 

final. 

EEA 

November 2018  21 

 
 
 
 
 
 
 
 
                                           
 
Regulation 
1371/2007 
Passengers’ 
PRR)13 

(EC) 
on 
Rights 

No 
Rail 
(Rail 

Directive  2008/57/EC  on 
the interoperability of the rail 
system 
the 
Community14 

within 

Best practices guide on the carriage  
of persons with reduced mobility 

damaged  whilst  being  handled  at  the  airport  or  transported 
on board aircraft. 

This  regulation  establishes  rules 
for  the  provision  of 
assistance  at  rail  stations,  transport  of  and  liability  for 
mobility equipment, as well as passengers’ rights in cases of 
delay or cancellation. The  European Commission published a 
implementation  of  Regulation  (EC)  No 
report  on  the 
1371/2007 in 2013 and stated that there were in general no 
major  problems.  However,  according  to  Article  24,  a 
maximum  notice  period  is  required  to  book  assistance  for 
persons with reduced mobility, which is defined at 48 hours. 
This  actually  prohibits  spontaneous  travel  of  persons  with 
reduced  mobility.  This  is  why  in  some  EU  countries,  shorter 
notice periods have been regulated.  

This  Directive  sets out  to establish  the  conditions  to  be  met 
to achieve interoperability within the Community rail system 
in  a  manner  compatible  with  the  provisions  of  Directive 
2004/49/EC.  These 
the  design, 
renewal, 
construction,  placing 
operation  and  maintenance  of  the  parts  of  this  system  as 
well  as  the  professional  qualifications  and  health  and  safety 
conditions  of  the  staff  who  contribute  to  its  operation  and 
maintenance. 

conditions 
in  service,  upgrading, 

concern 

(EU) 

Regulation 
No 
1177/2010,  concerning  the 
rights  of  passengers  when 
travelling  by  sea  and  inland 
waterway15 

(EU) 

Regulation 
No 
181/2011,  concerning  the 
rights  of  passengers  in  bus 
and coach transport16 

This Regulation, which entered into force in December 2012, 
has  a  similar  scope  to  the  Regulation  on  Rail  Passengers’ 
Rights  (1371/2007).  It  covers  the  right  to  transport  for 
persons  with  disabilities  as  well  as  the  right  to  accessible 
information,  right  to  assistance,  rights  in  cases  of  delay  or 
cancellation  and  rights  related  to  mobility  equipment  and 
assistive  devices  in  the  Maritime  and  Inland  Waterways 
sector. 

Regulation (EU) No 181/2011 came into force in March 2013. 
The  Regulation  requires  that  carriers  must  provide  disability 
awareness  training  to  their  personnel,  including  the  drivers. 
Additionally,  as  defined  also  under  Art.  12,  the  Member 
States  have  to  provide  the  Commission  with  a  list  of 
designated  terminals  that  are  accessible  for  persons  with 
disabilities and reduced mobility.  

Directive 

2010/40 

on  The enforcement of Directive 2010/40 is linked to the Digital 
Single  Market  strategy  (DSM)  [18].  Multimodal  Travel 

and 

from: 

Retrieved 

obligations. 

13 Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on rail 
passengers’ 
http://eur-lex.europa.eu/legal-
rights 
content/EN/TXT/?uri=celex:32007R1371 
14  Directive  2008/57/EC  of  the  European  Parliament  and  of  the  Council  of  17  June  2008  on  the 
interoperability  of  the  rail  system  within  the  Community.  Retrieved  from:  http://eur-lex.europa.eu/legal-
content/EN/TXT/PDF/?uri=CELEX:32008L0057&from=EN  
15  Regulation  (EU)  No  1177/2010  of  the  European  Parliament  and  of  the  Council  of  24  November  2010 
concerning the rights of passengers when travelling by sea and inland waterway and amending Regulation 
(EC)  No  2006/2004  Text  with  EEA 
from:  http://eur-lex.europa.eu/legal-
content/EN/ALL/?uri=celex%3A32010R1177 
16 REGULATION (EU) No 181/2011 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 16 February 
2011  concerning  the  rights  of  passengers  in  bus  and  coach  transport  and  amending  Regulation  (EC)  No 
2006/2004. 
http://eur-
Retrieved 
lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2011:055:0001:0012:EN:PDF 

relevance.  Retrieved 

from: 

November 2018  22 

 
 
 
 
                                           
intelligent  transport  systems 
(ITS)17 

Best practices guide on the carriage  
of persons with reduced mobility 

Information  and  Planning  Services  (MMTIPs)  need  to  be 
accessible  both  in  terms  of  the  format  in  which  the 
information  is  presented  (i.e.  compatibility  with  assistive 
devices,  adhering  to  web  accessibility  guidelines,  etc.),  as 
well  as  covering  specific  information  on  accessibility  of  the 
journey,  relevant  to  persons  with  reduced  mobility  (i.e. 
transfer  times  that  are  realistic  and  take  into  account  the 
specific  persons  with  reduced  mobility  abilities,  etc.).  The 
provision  of  information  through  accessible  web  and  mobile 
services  needs  to  be  of  specific  quality,  following  WCAG2.1 
guidelines19 of level A, or even AA. 

The  European  legal  framework  regarding  transport  accessibility  can  be  classified  into 
(a) legislative acts that address the  right to travel and assistance to  passengers with 
reduced  mobility,  and  (b)  legislative  acts  for  the  improvement  of  transport 
infrastructure and service accessibility. 

National laws and regulations related to accessibility differ among EU countries. Some 
EU  Members  have  widely  integrated  accessibility  issues  into  their  legislation  and 
enforcement practices, while others need to make further progress in order to be fully 
aligned  with  European  legislation.  Relevant  information  about  national  legislation  on 
transport issues can be found in the Disability Online Tool of the Commission20, as well 
as in the study “Mapping and Performance Check of the Supply of Accessible Tourism 
Services”, such as (indicatively) the following2122: 

Table 2: National legislation related to transport accessibility23 

Austria 

  Federal  Law  on  Equality  of  Persons  with  Disabilities  (Federal  Disability 

Discrimination Act - BGStG), 10 August 2005. 

  The Austrian E-Government Act. 

  Austrian  standards  (ÖNORMEN)  developed  and  published  by  the  Austrian 

Standards Institute24. 

Belgium 

  Decree  of  6  November  2008  against  certain  forms  of  discrimination  as 

amended by the Decree of 19 March, 2009. 

  Decree  of  10  July  2008  (a  framework  for  the  Flemish  policy  on  equal 

of 

from: 

Retrieved 

transport. 

18  European  Disability  Forum  (2015).  EDF  reply  to  the  consultation  on  EU-wide  multimodal  travel 
information services under the ITS Directive 2010/40/EU.  
17 Directive 2010/40/EU of the European Parliament and of the Council of 7 July 2010 on the framework for 
the deployment of Intelligent Transport Systems in the field of road transport and for interfaces with other 
modes 
http://eur-lex.europa.eu/legal-
content/EN/ALL/?uri=CELEX:32010L0040  
19  Web  Content  Accessibility  Guidelines  (WCAG) 2.1  defines  how  to  make  Web content more  accessible  to 
people with disabilities. Accessibility involves a wide range of disabilities, including visual, auditory, physical, 
speech, cognitive, language, learning, and neurological disabilities. Although these guidelines cover a wide 
range of issues, they are not able to address the needs of people with all types, degrees, and combinations 
of  disability.  These  guidelines  also  make  Web  content  more  usable  by  older  individuals  with  changing 
abilities due to aging and often improve usability for users in general. 
20 http://www.disability-europe.net/dotcom. 
21  UITP  (2018).  Travel  for  All  –  The  Commitment  of  European  Public  Transport.  Retrieved  at: 
http://www.uitp.org/travel-all-commitment-european-public-transport 
22 Mapping and Performance Check of the Supply of Accessible Tourism Services (220/PP/ENT/PPA/12/6491) 
Final Report, 02 April 2015. 
23 Mapping and Performance Check of the Supply of Accessible Tourism Services (220/PP/ENT/PPA/12/6491) 
Final Report, 02 April 2015. 
24 (http://www.austrian-standards.at/index.php?id=as_home&L=1  

November 2018  23 

 
 
 
 
 
 
 
                                                                                                                                
Best practices guide on the carriage  
of persons with reduced mobility 

opportunities and equal treatment). 

  Article  8  of  the  Decree  of  06  April  1995  (the  integration  of  people  with 

disabilities). 

  The Flemish Decree of June 5, 2009: regional urban development regulation 

concerning the accessibility of public buildings. 

  Regionally Urban Development Regulation and the Decree of May 28, 2009. 

  Walloon  Code  (1995)  of  Land  Management,  Urban  Planning,  Heritage  and 
Energy  (CWATUPE)  (article  414  and  article 415  guarantee  the  accessibility 
to public and private buildings. 

Bulgaria 

   Law  on  Integration  of  Disabled  People,  State  Gazette,  N°  81,  17th 

September 2004, last amendments made in 2010. 

   Regulations  on  Implementation  of  the  Law  on  Integration  of  Disabled 
People  adopted  by  the  Council  of  Ministers  on  17th  December  2004  (last 
amendments made the 01st June 2010). 

  Regional  Development  Act  (requires  access  to  the  built  environment  for 
PwD)  -  Regulation  4  of  2009  on  accessibility  contains  all  standards  that 
make the built environment accessible. 

  Anti-discrimination  Act, 

transposing 

the  EU  Equality  Directives 

(43/2000/ЕС, 78/2000/ЕС, 75/117/ЕCR, 97/80/ЕC, 76/207/ЕCR). 

Croatia 

  The  Law  on  Physical  Planning  and  Construction  (Official  Gazette  76/07, 

38/09, 55/11, 90/11, 50/12). 

  The Law on Roads (Art. 88, Official Gazette 84/2011). 

  Law on Obligatory and Proprietary  Rights in Air Transport (Articles 9e, 9h, 

31c-31s, Articles 23-32, Official Gazette 63/2008). 

  Anti-Discrimination Act (Official Gazette 85/2008). 

  Law on train traffic safety Official Gazette (40/07, 120/08, 61/11). 

  By-law on accessibility sign (Official Gazette 78/2008). 

  The Law on electronic communication (Official Gazette 73/2008, 90/2011). 

  Declaration  on  the  Rights  of  Disabled  Persons  in  2005  (Official  Gazette 

47/2005). 

  Law on Privileges in Domestic Passenger Transport (Art. 8, Official Gazette 

97/2000, 101/2000). 

  The Law on Croatian Citizenship (1991). 

Cyprus 

  Persons with Disabilities Laws 2000 – 2007. 

  Streets  and  Buildings  Law  of  1999  -  Chapter  96  and  Regulations 
(Regulation 61 H) – Regulation on Access for Disabled People in Buildings25  

25 http://prosvasi.blogspot.com/  

November 2018  24 

 
 
 
 
                                           
Best practices guide on the carriage  
of persons with reduced mobility 

Czech 
Republic 

  National  Plan  for  the  Promotion  of  Equal  Opportunities  for  Persons  with 
Disabilities  2015–2020,  Approved  by  Resolution  of  the  Government  of  the 
Czech Republic No. 385 of 25 May 2015. 

  Act  No.  198/2009  Coll.,  on  Equal  Treatment  and  on  Legal  Means  of 

Protection against Discrimination. 

  Decree  No.  398/2009  Coll.  on  General  Technical  Requirements  for  Barrier-

Free Usage of Constructions. 

  Decree No. 499/2006 Coll. on Building Documentation presents solutions for 

all buildings in terms of their barrier-free accessibility and usage. 

  Act No. 183/2006 Coll, Building Act (stavební zákon) (acknowledges that a 

barrier-free environment is in the public interest). 

  Edict  No.  501/2006  Coll.  sets  conditions  for  designing  barrier-free  public 

areas. 

Denmark 

  Building  regulation  (“Anvisning  om  bygningsreglement  2010”,  4th  Edition, 
2014).  SBI-Guidance  document  from  the  Danish  Building  Research 
Institute)26. 

  Motion  B  43  on  equal  treatment  and  equality  between  persons  with 

disabilities and persons without disabilities (1993). 

  Bredmose,  Annette:  Rederiernes 

tilgængelighed  på 
passagerskibe.  [Shipping  companies’  standard  on  the  accessibility  of 
passenger ships]. SBi 2014: 17, 2. Edition.  

standard 

for 

  Bredmose,  Annette  &  Ginnerup,  Søren:  Rederiernes  standard 

for 
tilgængelighed  i  færgeterminaler.  [Shipping  companies’  standard  on  the 
accessibility of ferry terminals]. SBi 2014: 18. 

Estonia 

  Public Transport Act (Entry into force 01.10.2000). 

  Building Act (requires accessibility to buildings in public use). 

  The Decree of the Ministry of Economics and Communication No.14 from 28 

November 2002 (specific requirements to facilitate access to buildings). 

  Social Welfare Act (1995). 

Finland 

  Non-Discrimination  Act  (21/2004)  (does  not  include  requirement  for 

accessibility to the built environment). 

  Land Use and Building Decree (895/1999)27 - Section 53 says that buildings 

must ensure accessibility. 

  Finnish Building Code (2004)28, sections F1 Barrier-free Building, F2 Safety 

in use of buildings and G1 Housing design. 

France 

  Law  n°2005-102  of  11  February  2005  for  equal  rights  and  opportunities, 

participation and citizenship for people with disabilities. 

  Interdepartmental  Observatory  on  Accessibility  and  Universal  Design 
la  conception 

l’accessibilité  et  de 

interministériel  de 

(Observatoire 

26 SBi http://anvisninger.dk/Publikationer/Sider/Anvisning-om-Bygningsreglement-2010.aspx also refers to 
Foreningen for Tilgængelighed – an association that issues a label and provides an accessibility information 
system for public and private buildings, including tourism venues (www.godadgang.dk).  
27 http://www.finlex.fi/en/laki/kaannokset/1999/en19990895.pdf 
28 http://www.ymparisto.fi/default.asp?contentid=68171&lan=en 

November 2018  25 

 
 
 
 
                                           
Best practices guide on the carriage  
of persons with reduced mobility 

universelle)29 (2010).  

Germany 

  Equality for Persons with Disabilities Act (BGG), 27 April 2002 

  Public Transport Law (PBefG), 27 April 2002. 

  Section  55  Building  Regulation  of  North  Rhine-Westphalia  is  one  of  16 

examples of an accessibility regulation at federal level.30 

Greece 

  Greek  Constitution  establishes  the  principle  of  equality  among  all  Greek 

citizens (article 4). Article 21 (fundamental rights of disabled people). 

  Ministry  of  Transport  and  Communications,  Presidential  Decree  79/2004. 
Defining the conditions and requirements for establishing and operating bus 
stations  and  terminals  (infrastructure)  for  long-distance  buses  and  other 
vehicles. 

  Law.  General  Building  Regulations  2831/2000  art.28.  Ministry  of 
Environment,  Planning  and  Public  Works.  Special  arrangements  for  people 
with special needs. 

Hungary 

  Act 41 of 2012 on personal transport services. 

  Act XXVI of 19 Act CXXV of 2003 on equal treatment and on the promotion 

of equal opportunities. 

  Act of XCII of 2007 – Announcement of Convention on the Rights of Persons 

with Disabilities. 

  National Disability Programme 2015-2025. 

  Government Decree 253/1997 (XII.20) on National Requirements of Spatial 

Planning and Building. 

  Act  LXXXVIII  of  1997  on  the  formation  and  protection  of  the  built 

environment. 

Ireland 

  Disability Act 2005. 

  Equal Status Acts (ESA) 2000 to 2012. 

  Building Control Act 1990 requires safe and independent access to building 

by PwD. 

Italy 

  Law 104/92 (“Framework Law for assistance, social integration and rights of 

the handicapped”). 

  Decree of the President of Italian Republic 24 July 1996, n. 503: Rules for 
in  public  buildings,  public 

the  elimination  of  architectural  barriers 
environment and facilities. 

  Law  n.  4/2004  on  web  accessibility  provides  specific  measures  aimed  at 
enhancing access to ICT tools and devices for persons with disabilities and 
public procurement regulations on the same issue. 

le 

ministre 

29  Rapport  de  l’Observatoire  interministériel  de  l’accessibilité  et  de  la  conception  universelle,  remis  au 
Premier 
Française. 
http://www.ladocumentationfrancaise.fr/rapports-publics/114000305/index.shtml.  
30 Décret n° 2010-124 du 9 février 2010 portant création de l’observatoire interministériel de l’accessibilité 
et 
universelle.  
http://www.legifrance.gouv.fr/affichTexte.do?cidTexte=JORFTEXT000021801620&dateTexte=&categorieLien
=idhttps://recht.nrw.de/lmi/owa/br_bes_text?anw_nr=2&gld_nr=2&ugl_nr=232&bes_id=4883&aufgehoben
=N&menu=1&sg=0#det241837 

Documentation 

conception 

2011. 

mai 

16 

de 

La 

la 

November 2018  26 

 
 
 
 
                                           
Best practices guide on the carriage  
of persons with reduced mobility 

Latvia 

  Article 91 of the Constitution (Satversme). 

  Regulations No.567 of the Cabinet of Ministers. 

  Regulation on Latvian Building Code LBN 208-08. 

  Concept 'Equal Opportunities for All' (Cabinet of Ministers, 1998). 

  Construction law (1995) (construction has to ensure the accessibility of the 

environment). 

Lithuania 

  The Law of Social Integration of the Disabled (2004, No. IX-228) 

  Law of Equal Treatment (IX-1826 of 18 November 2003) 

  Law on Construction ((Official Gazette) [Valstybės žinios] No 32-788, 1996; 

No 101-3597, 2001). 

  The  Law  on  Fundamentals  of  Protection  of  the  Rights  of  the  Child  (Official 

Gazette, 1996, No. 33-807). 

Luxemburg  

  Act on Persons with Disabilities Accompanied by an Assistance Dog (2008). 

  National Accessibility Acts of 2001 and 2008. 

  National  accessibility  guide  (Guide  des  Normes  20020)  –  explanation  of 

detailed requirements. 

  Action  Plan  in  favour  of  Persons  with  Disabilities  (Plan  d’action  en  faveur 

des personnes handicapées) published in 1997. 

Malta 

Equal Opportunities (Persons with Disability) Act (Chapter 413) (EOA). 

Netherlands 

  General  Act  on  Equal  Treatment  [Algemene  wet  gelijke  behandeling 

behandeling] (1994) based in the Constitutuion (1983). 

  The Building Code 201231 - compulsory accessibility requirements. 

Poland 

  Charter of Rights for  Persons with  Disabilities, approved by the  Parliament 

(1997). 

  Act on Equal Treatment (2010). 

  Act on Public Collective Transport (2010). 

  Law on Construction (1994). 

  Ministry of Infrastructure Regulation of 12 April 2002 on technical standards 
(OJ  2001,  No.  75,  item  690)32  -  more  specific  requirements  in  regard  to 
accessibility. 

Portugal 

  Constitution of the Portuguese Republic (Article 71 affirms the equal rights 

of persons with disabilities). 

  Anti-discrimination Law (Law 46/2006 of 28 August). 

  Decree-Law  163/2006  -  defines  the  accessibility  standards  for  buildings, 

public spaces, shops, tourism facilities, etc.. 

  Law  38/2004,  of  18  August  –Legal  System  for  Prevention,  Habilitation, 

31http://www.rijksoverheid.nl/documenten-en-publicaties/besluiten/2012/01/19/bouwbesluit-2012-
doorlopende-tekst.html  
32 http://www.snb.org.pl/pliki/ujednolicone_WT_2013.pdf  

November 2018  27 

 
 
 
 
 
                                           
Best practices guide on the carriage  
of persons with reduced mobility 

Rehabilitation and Participation of the Disabled Person. 

  Decree-Law 58/2004 of 19 March. 

  Accessibility  and  mobility  for  all  [Acessibilidade  e  mobilidade  para  todos]  - 
technical  accessibility  standards  (only  applicable  to  some  parts  of  the 
construction). 

Romania 

Law  no.  448/2006  of  06  December  2006  Regarding  the  Protection  and 
Promotion of the Rights of Disabled Persons. 

Slovakia 

  Decree  No.  532/2002  addresses  the  general  technical  requirements  for 

buildings used by persons with reduced mobility and orientation. 

  Decree  No.  532/2002  Coll.,  as  amended  is  setting  requirements  that  are 
more  specific  in  terms  of  general  technical  requirements  to  ensure  a 
barrier-free  environment,  and 
to  new  buildings  and 
extension/renovation of existing ones. 

it  applies 

  Act  No.  50/1976  and  its  amendments  contain  requirements  for  the  access 

to built environment. 

Slovenia 

  The  general  anti-discrimination  framework  is  provided  by  the  Constitution 
and  the  Implementation  of  the  Principle  of  Equal  Treatment  Act  (IPETA) 
(2004).  

  Act on the Equalisation of Opportunities for Persons with Disabilities (2010). 

  Standard  SIST  ISO  21542:2012  sets  recommendations  that  are  more 
detailed  as  to  how  to  achieve  barrier-free  environments  (Engineering 
Chamber of Slovenia [Inženirska Zbornica Slovenija], 2014). 

Spain 

  Order  VIV/561/2010  of  1  February  2010  developing  the  technical 
documentation  for  basic  accessibility  conditions  and  non-discrimination  for 
access to and the use of urbanised public spaces. 

  Act  No.  51/2003  of  2  December  2003  on  equality  of  opportunity,  non-
discrimination  and  universal  accessibility  for  persons  with  disabilities,  has 
led to the adoption of Royal Decree No. 173/2010 

  Royal  Decree  1544/2007  of  23  November  2007  establishing  the  basic 
conditions  for  accessibility  and  non-discrimination  for  access  to  and  use  of 
transport means for persons with disabilities. 

  Technical building code CTE (1999). 

Sweden 

Swedish Planning and Building Act (PBL) and Public Procurement Act (2010). 

UK 

  Equality Act 2010  

  British Standard BS 8300:2001 ‘Design of buildings and their approaches to 

meet the needs of disabled people – Code of Practice’ 

Accessibility business case 
Being  private  companies  or  public  entities  faced  with  budget  constraints,  transport 
operators  are  more  likely  to  ensure  PRM  accessibility  if,  apart  from  it  being  a  legal 
requirement,  this  also  constitutes  a  business  opportunity.  In  this  light,  it  should  also 
be noted that it is estimated that 1 out of 6 Europeans has some form of disability – a 
market of about 80 million potential customers. Moreover, that figure increases to 35-

November 2018  28 

 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

40% of the population when travellers accompanying PRMs and people with temporary 
mobility  restraints  (such  as  young  parents  with  baby  buggies  or  with  luggage)33  are 
also taken into account. 

People with disabilities or  reduced mobility therefore  represent an important share  of 
the  European  population,  and  their  desire  to  travel  thus  implies  a  major  revenue 
potential  for  both  transport  operators  and  the  tourism  sector  as  a  whole.  What  is 
more,  given  that  reduced  mobility  is  highly  correlated  with  age  (around  2/3  of  PRMs 
are  elderly)  and  that  the  elderly  share  of  the  population  is  expected  to  increase 
significantly  in  the  decades  ahead  (their  21%  share  of  Europe’s  total  population  in 
1999  is  expected  to  rise  to  some  31%  by  2020,  and  to  around  34%  by  2050),  the 
business case for ensuring that PRMs can use transport on an equal basis with others 
will only get stronger. Not to mention the fact that improved service provision to PRMs 
–  for  example  through  application  of  the  principles  of  Universal  Design  –also  boosts 
travel appeal for all travellers34. 

A  key  insight  to  take  away  from  all  of  this  is  that  subpar  accessibility  of  transport 
services  affects  many  PRMs,  and  that  many  others  are  impacted  indirectly.  For 
example,  according  to  a  Chinese  study,  while  “only”  5%  of  the  population  had  a 
disability, approximately 20% of people lived in a household where at least one person 
had  a  disability35.  These  findings  crucially  imply  that  mainstreaming  of  “accessibility” 
promotes  independence  both  for  people  with  disabilities  and  for  those  on  which  they 
rely for assistance in daily life. 

Practice 

While concerted efforts have in recent years significantly improved PRM accessibility of 
transport  services  across  Europe,  much  remains  to  be  done.  Indeed,  barriers  of 
various kinds still prevent PRMs from participating fully in society and the economy36. 

From  a  survey  answered  by  more  than  1.000  people  with  disabilities  conducted  for 
Leonard  Cheshire  Disability  by  Ipsos  MORI,  as  well  as  in-depth  interviews  with  a 
number  of  people  with  disabilities  conducted  by  CERTH,  the  following  key  messages 
came up37:  

  40%  of  people  with  disabilities  say  that  they  have  experienced  difficulties  in 
accessing goods and services and nearly 1/4 say they have faced discrimination; 
  People with disabilities are not always aware of their rights (71% had either never 

heard of the Disability Discrimination Act, or knew little about it); 

  Only 1% of those who had experienced discrimination actually attempted to take 

legal action; 

  In  addition  to  the  incurred  costs  and  time  implications,  a  possible  lack  of 

information and support was mentioned as a major barrier for travel. 

Obviously,  persons  with  disabilities  or  reduced  mobility  need  to  be  treated  with 
respect,  just  like  everyone  else.  All  services  offered  to  PRMs  should  therefore  be 

33  Leonard  Cheshire  (2010).  Rights  and  reality:  disabled  people’s  experiences  of  accessing  goods  and 
services.  Retrieved 
from:  https://www.leonardcheshire.org/about-us/publications/latest-publications-
download/rights-and-reality-disabled-peoples-experiences 
34 Idem footnote 33 
35 Babinard, J., Wang, W., Bennett, C. & Mehndiratta, S. (2012) Accessibility of Urban Transport for People 
with Disabilities and Limited Mobility: Lessons from East Asia and the Pacific. World Bank. Available at: 
http://wwwwds.worldbank.org/external/default/WDSContentServer/WDSP/IB/2013/05/27/00035 
6161_20130527115654/Rendered/PDF/779690BRI0Box30C00TRN0440ADD0VC0K NS.pdf 
36  European  Commission  (2014).  Mapping  Skills  and  Training  Needs  to  Improve  Accessibility  in  Tourism 
Services in Europe, Final report. Retrieved from: 
http://ec.europa.eu/DocsRoom/documents/5568/attachments/1/translations/en/renditions/native 
37 Idem footnote 33 

November 2018  29 

 
 
 
 
 
 
 
 
                                           
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of persons with reduced mobility 

provided  on  equal  terms,  with  equal  quality  and  in  full  dignity.  In  practice,  however, 
these people face numerous challenges related to transport services, with regard also 
to their everyday movements. Some of the most important challenges are38: 

 
 
 
 

lack of skills among customer service staff; 
inadequate infrastructure; 
inaccurate information dissemination about accessibility; 
frequent difficulties encountered while in transit. 

These  challenges  hinder  PRMs  through  various  phases  of  the  travelling  process  and 
prevent  them  from  being  autonomous  throughout  the  experience.  The  need  to  solve 
this problem is clear, especially given that issues with mobility can trigger a number of 
other problems:  

 

inaccessible  transport  directly  affects  professional  opportunities,  as  23%  of 
questioned PRMs stated that they had to turn down a job offer or a job interview 
because of inaccessible transport, and almost half said that it has limited their job 
search; 

  20% of the respondents had difficulty reaching the needed healthcare as a result 

of inaccessible transport; 

  50%  of  the  respondents  did  not  have  a  chance  to  meet  friends  and  family  as 

frequently as they wanted to due to inaccessible transport; 

  27% felt limited in their leisure choices because of inaccessible transport. 

Accessible infrastructure 

Beyond  the  numbers,  there  is  a  need  for  anyone  with  any  form  of  disability  or 
restriction  to  be  taken  into  account  in  transport  system  design.  Such  design 
furthermore includes all aspects of the transport system and is thus not limited to the 
built  environment.  Accessible  infrastructure  provides  an  inclusive  environment  for 
people with restricted mobility, allowing them to enjoy their essential urban and social 
resources  (employment,  education,  medical  care,  social  welfare,  recreation,  and  so 
forth) and to live independently.  

Regarding  the  built  environment,  in  January  2008,  the  European  Commission  issued 
the  Standardisation  Mandate  M/42039  “Mandate  to  CEN,  CENELEC  and  ETSI40  in 
support  of  European  accessibility  requirements  for  public  procurement  in  the  built 
environment”  in  order  to  contribute  to  the  EU  policy  objectives  related  to  built 
environment accessibility.  More  specifically, the objective  of  mandate  M/420 is to (a) 
facilitate  the  public  procurement  of  accessible  built  environment  following  Design  for 
All  principles,  by  developing  a  set  of  Standards/Technical  specifications  that  will 
contain  (I)  a  set  of  functional  European  accessibility  requirements  for  the  built 
environment  and  (II)  a  range  of  minimum  technical  data  to  comply  with  those 
functional requirements, and (b) provide a mechanism through which public procurers 

38 TRANSPENNINE EXPRESS (2016).Making Rail Accessible Guide to Policies and Practices: 
https://www.google.gr/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&uact=8&ved=0ahUKEwjKj
8DdqdLXAhWJpaQKHYpPAIoQFggzMAE&url=https%3A%2F%2Fwww.tpexpress.co.uk%2F~%2Fmedia%2Fpd
fs%2Faccessibility%2Ftpexpress-making-rail-accessible-guide-to-policies-and-practices-april-
2016.pdf%3Fla%3Den&usg=AOvVaw0q3UafWc7GuJFvwvjLILSV 
39 http://ec.europa.eu/growth/tools-databases/mandates/index.cfm?fuseaction=search.detail&id=392  
40  CEN,  CENELEC  and  ETSI  are  standards  organisations  that  serve  the  EU  and  other  European  nations  by 
providing common, industrial and technical standards for products. In 2014 there were more than 55.000 
such standards in the EU.  

- 
- 
- 

CEN is the general organisation in Brussels, “Comité Europeéen de Normalisation”. 
CENELEC deals with electric articles. 
ETSI deals with electronic communications. 

November 2018  30 

 
 
 
 
 
 
                                           
 
Best practices guide on the carriage  
of persons with reduced mobility 

have access to an online toolkit, enabling them to make easy use of these harmonised 
requirements in the public procurement process. 

Mandate M/420 is part of a series of Mandates on accessibility, which include: 

  M/473 - Standardisation Mandate to CEN, CENELEC and ETSI to include Design for 

all in relevant standardisation initiatives (2010). 

  M/376  -  Standardisation  Mandate  to  CEN,  CENELEC  and  ETSI  in  support  of 
European  Accessibility  requirements  for  public  procurements  of  products  and 
services in the ICT domain (2005). 

That  being  said,  an  accessible  built  environment  is  also  of  utmost  importance.  In 
terms  of  transport  infrastructure,  the  following  can  be  considered  minimum 
requirements: 

  accessible transport infrastructure and facilities; 
  accessible traffic control (cf. pedestrian crossings, intersections, etc.); 
  accessibility inside transport facilities; 
  accessibility to and inside vehicles. 

However,  the  “travel  chain”  refers  to  all  elements  that  are  part  of  a  journey,  from 
starting  point  to  destination,  and  thus  also  includes  seeking  information,  making 
bookings and payments, transiting, complaining. Just like with infrastructure, if any of 
these  other  steps  is  inaccessible,  the  entire  journey  becomes  difficult  or  even 
impossible41. 

To  provide  accessible  solutions  requires  awareness  and  understanding  of  the 
problems, the barriers and the needs, to then focus on finding creative solutions that 
are technically, financially, as well as culturally appropriate. In this context, Regulation 
(EU)  No  1300/2014  on  technical  specifications  for  interoperability  relating  to 
accessibility  of  the  Union’s  rail  system  for  persons  with  disabilities  and  persons  with 
reduced  mobility  (PRM-TSI)42,  provides  details  about  technical  specifications  in  the 
design of rolling stock and stations, including wheelchair spaces. Each train carriage or 
“unit” has to have at least one accessible wheelchair space with an adjacent seat for 
an  accompanying  person.  Regulation  (EU)  No  1300/2014  requirements  also  cover 
most required aspects for their rail service and rail vehicles and stations’ accessibility, 
such  as  lifts,  escalators,  ramps,  floor  surface,  boarding  facilities,  handrails, 
information  systems,  marking,  audio 
pictograms/signage,  as  well  as  visible 
information systems, lighting and contrast. 

When asked about user needs in terms of infrastructure during the realisation of this 
study,  the  consulted  stakeholders  listed  many,  such  as  (1)  public  transport  vehicles 
should  have  level  access  (for  example,  waiting  platforms  for  buses  should  be  at  the 
same height as the floor of the bus), (2) taxis should be able to carry wheelchairs, (3) 
signage  in  public  transport  premises  should  also  serve  the  visually  and  hearing 
impaired as well as people with cognitive disabilities, (4) infrastructure should not only 
be well designed but also well kept, etc.. 

These  and  other  examples  again  highlight  the  fact  that  different  people  in  different 
phases of life have different needs related to transport infrastructure, and this insight 

41  European  Disability  Forum  (2016).  Accessibility  Guide  for  public  transport  staff.  Retrieved  from: 
http://www.edf-feph.org/newsroom/news/new-accessibility-guide-needs-persons-disabilities-using-public-
transport 
42  Commission  Regulation  (EU)  No  1300/2014  of  18  November  2014  on  the  technical  specifications  for 
interoperability  relating  to  accessibility  of  the  Union's  rail  system  for  persons  with  disabilities  and  persons 
with  reduced  mobility  Text  with  EEA  relevance.  Retrieved 
from:  http://eur-lex.europa.eu/legal-
content/EN/TXT/?uri=CELEX%3A32014R1300  

November 2018  31 

 
 
 
 
 
 
 
 
 
 
                                           
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of persons with reduced mobility 

underscores the virtues of applying a Design for All approach whenever possible. Many 
interviewees  of  this  study  stressed  that  this  alone  is  not  enough,  though.  Given  that 
door-to-door  trajectories  typically  involve  movements  to  and  from  different  buildings 
or vehicles, it is the “weakest link” on a specific trajectory that determines the overall 
accessibility for a specific traveller. As an example, think of a wheelchair user on the 
way  to  a  newly  built  and  “designed  for  all”  airport  terminal,  only  to  find  that  the 
pavement outside the building is not accessible from street level due to a difference in 
height. 

In this context, Facundo Chávez Penillas – Human Rights and Disability Advisor at the 
Office of the United Nations High Commissioner for Human Rights – refers to laudable 
efforts  by  the  city  of  Barcelona  in  Spain.  There,  the  hosting  of  the  1992  Summer 
Paralympics was used as a lever to improve transport services’ accessibility across the 
city,  with  a  specific  focus  on  multimodal  travel.  More  examples  of  commendable 
citywide  planning  efforts  to  improve  transport  services’  accessibility  are  included 
below, as well as in Annex 4. 

Accessible processes and procedures 

An essential part of accessible transport is the various systems supporting it (booking 
and  payment  systems,  information  systems,  etc.).  With  the  world  going  online,  ICT 
accessibility,  or  e-accessibility  is  also  very  important  for  the  definition  of  social 
inclusion. Accessible ICT has three different features43:  

  accessible design; 
  availability; 
  affordability. 

High  quality  communications  products  and  services  are  essential  for  PRMs  to  get 
informed and to communicate. The starting point is the content: the information itself 
needs  to  be  accessible,  understandable  and  useful.  Indeed,  if  a  person  does  not 
understand the information they receive, that effectively renders the service useless. 

Considering  all  of  the  above,  accessibility  with  regards  to  processes  and  procedures 
requires at least the following44 45: 

  training to ensure digital literacy and skills; 
  adoption  of  policies  on  procurement  to  take  into  consideration  accessibility 

criteria; 

  support for the development of Braille services; 
  promotion of the Design for All or Universal Access Approach; 
  creation of an effective mechanism to address e-accessibility issues. 

As  mentioned  above,  Multimodal  Travel  Information  and  Planning  Services  (MMTIPs) 
need  to  be  accessible  both  in  terms  of  the  format  in  which  the  information  is 
presented  (i.e.  compatibility  with  assistive  devices,  adhering  to  web  accessibility 
guidelines,  etc.),  as  well  as  covering  specific  information  on  journey  accessibility 
relevant  to  persons  with  reduced  mobility  (i.e.  transfer  times  that  are  realistic  and 
specifically  take  PRMs  into  account,  etc.).  The  provision  of  information  through 
accessible web and mobile services needs to be of specific quality, following WCAG2.1 
guidelines of level A, or even AA. 

43 Idem footnote 41 
44 Idem footnote 41 
45  European  Disability  Forum  (2017).  Larnaca  International  Airport  wins  2017  Accessible  Airport  Award. 
Retrieved 
http://www.edf-feph.org/newsroom/news/larnaca-international-airport-wins-2017-
accessible-airport-award 

from: 

November 2018  32 

 
 
 
 
 
 
 
 
 
                                           
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of persons with reduced mobility 

In general, it should also be noted that  complacency can be  considered an  enemy of 
accessibility,  as  sometimes  the  right  processes  and  procedures  are  in  place,  but  are 
untested, while false assumptions may also lead to costly mistakes. In-depth analysis 
of the existing shortcomings is critical to ensure they are permanently corrected46. 

Staff awareness on PRM accessibility 

Proper staff training is necessary in order to structure an accessible transport system. 
Indeed,  staff  practices  can  critically  affect  the  level  of  service  offered  to  PRMs  and 
there  are  relevant  regulation  and  directives  that  need  to  be  followed.  General 
examples of good practices include47: 

  Staff  need  to  be  attentive  to  the  potential  need  for  assistance,  but  while  being 

ready to offer help, they must never insist. 

  Obviously,  different  types  of  assistance  might  be  needed  for  different  types  of 
passengers.  Even  passengers  with  similar  impairments  might  have  diverse 
requirements. 

  People  with  a  disability  must  be  treated  with  respect.  Staff  should  focus  on  the 

individual rather than the impairment. 

  Staff  also  need  to  factor  in  people  with  disabilities’  and/or  reduced  mobility’s 
limitations.  For  example,  they  might  need  more  time  to  embark  and  disembark 
from the vehicle, meaning drivers should be patient, even if the vehicle is behind 
schedule for other reasons as well. 

  It  is  important  to  communicate  directly  with  the  person  with  limitations  and, 
wherever  possible,  to  speak  to  the  person  rather  than  the  accompanying 
assistant. Moreover, it is important to have any helpful materials at hand, such as 
a pen and paper, in order to communicate with passengers who can read but not 
hear. 

The  disability  awareness  and  disability  equality  training  is  also  included  as  a 
prerequisite  to  passenger  rights  legislation,  such  as  Article  11  of  Regulation  (EU)  No 
1107/2006  (air),  Article  16(1)  of  Regulation  (EU)  No  181/2011  (bus  &  coach)  and 
Article  9  of  Regulation  (EU)  No  1177/2010  (sea  &  inland  waterway),  and  has  been 
proposed now in the recast of Regulation (EU) No 1371/2007 (rail)48. 

As with infrastructure, the stakeholder interviews brought up an array of different user 
needs  related  to  transport  operators’  procedures  and  staff  assistance  practices.  The 
ease of retrieving information turns out to be an important concern. Other issues that 
emerged  from  the  interviews  as  requiring  attention  include  travelling  with  luggage, 
which  typically  exacerbates  accessibility  problems,  pre-notification  requirements  that 
often  discourage  people  from  travelling  (a  problem  that  is  aggravated  by  the  lack  of 
consistency  in  such  requirements),  and  the  fact  that  owing  to  often  relatively  high 
staff turnover within transport companies training courses on how to handle customers 
with reduced mobility should be repeated regularly. 

These observations again highlight that ensuring accessibility to transport services for 
PRMs  requires different interventions for different user groups. This explains why Mr. 
Breuer  does  not  wholeheartedly  support  the  common  practice  by  transport  operators 
of  granting  discounts  to  PRMs  (or  not  charging  them  at  all).  After  all,  while  this  is  a 
nice  gesture,  it  does  not  improve  accessibility  at  all.  Real  problems  indeed  demand 
real solutions, so the takeaway for transport operators should be that rendering their 
services accessible for PRMs requires careful advance planning. 

46 Roberto Castiglioni (2017). Efficient ways to enhance airport accessibility.  
47 Idem footnote 36 
48 COM(2017)548 final of 27.9.2017, new Art. 26 

November 2018  33 

 
 
 
 
 
 
 
 
                                           
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Current status 
Figure  3  below  conveys  the  results  of  a  survey  carried  out  in  the  context  of  the 
“Amadeus  accessibility  study”,  showing  the  level  of  accessibility  (scale  0-10) 
throughout all of the phases of a journey, as well as the overall level of accessibility in 
Europe: 

Figure 3: Evaluation across all the phases of a journey and overall evaluation49 

This  figure  also  depicts  and  confirms  that  fact  that  although  some  progress  has 
already been made, much more remains to be done and many shortcomings are yet to 
be corrected in the area of accessibility within Europe’s transport system, in order for 
people  with  disabilities  and  reduced  mobility  to  be  able  to  use  it  unobstructed  and 
autonomously. 

Moving  on  to  individual  country-specific  data  and  according  to  the  information 
provided  by  UITP  in  its  recent  report  “Travel  for  All  –  The  Commitment  of  European 
Public  Transport”50,  the  following  table  presents  some  data  about  the  accessibility  of 
several EU countries’/cities’/regions’ public transport system. 

However, as  can be also noticed in  Table  3, most public transport means accessibility 
focuses  mainly  on  one  kind  of  disability  (motor  disability)  and  more  specifically,  on 
wheelchair users. 

Table 3: Accessibility status of public transport in various European countries and cities51 

49 AMADEUS IT Group (2017). Voyage of discovery – Working towards inclusive and accessible travel for all. 
50  UITP  (2018).  Travel  for  All  –  The  Commitment  of  European  Public  Transport.  Retrieved  at: 
http://www.uitp.org/travel-all-commitment-european-public-transport  
51 Idem Footnote 47 

November 2018  34 

 
 
 
 
 
  
 
 
 
 
 
 
 
 
 
 
 
 
 
 
                                           
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Country 

Accessibility status/features  
  Vienna’s metro stations and metros are 100% accessible. 
  The bus fleet of Wiener Linien consists exclusively of low-floor 

Austria 

vehicles 

  63% of tram vehicles are accessible 

Belgium  

Czech Republic 

  Metro 

o  100% of the metro trains are low-floored vehicles, but horizontal 

and vertical gaps are still challenging. 

  Tram 

o  55.4% of trams are accessible in Brussels. The gap between the 

vehicle and the platform is the basic obstacle to full accessibility. 

o  The progressive modernisation of the Wallonia tram fleet will be 

finalised in 2019. 

  Bus 

o  64% of Brussels’ buses are accessible. Improvement of access 
ramp maintenance has been observed and staff are receiving 
specific training. 

o  85% of TEC’s own buses (Wallonia) are accessible, and the fleet is 

expected to be fully accessible by 2020. 

  Bus 

o  In Pilsen, the 99% of buses and trolleybuses, as well as 50% of 

the bus and trolleybus network are accessible. Full accessibility is 
expected to be achieved in 2018. 

o  In Prague, 80% of the bus fleet is accessible today. 

  Tram 

o  In Pilsen, 68% of trams and 75% of tram stops and stations are 
accessible. Full accessibility is expected to be achieved until 
2030. 

o  In Prague, 42% of trams are currently accessible.  

  Metro 

o  All metros in Prague are low-floored and 70% of the metro 

network is accessible today. 

  Keolis, Bordeaux 

o  99.8% of the network (tram, bus, sales offices, park&ride) is 
accessible, while improvements to the park&ride accessibility 
facilities are expected to be completed within 2018. 

  Keolis, Brest 

o  100% of trams and 93% of tram stops are accessible. 
o  100% of the bus fleet is accessible for wheelchair users, while 
new vehicles are also equipped with audio announcement 
devices. 

o  50% of bus stops are accessible, while the network is expected to 

be fully accessible by 2025. 

o  The cable car is fully accessible. Entrances are marked by tactile 

France 

paths. 

 

Ile-de-France 

o  Only one metro line is fully accessible. 
o  All vehicles, lines and stops are fully accessible for PRMs. 
o  100% of buses and 76% of bus stops are accessible. The network 

is expected to be fully accessible by 2022. 
o  100% of the train fleet and 63 train stations (out of 65) are 

accessible. 

  Le Havre 

o  Le Havre’s tram network is 100% accessible. 
o  All buses and 85% of bus stops (representing over 80% of the 

network’s total ridership) are accessible.  

  Rennes 

o  100% of the metro network and fleet are accessible.  

November 2018  35 

 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

o  75% of bus stops and all buses are accessible 

  Rouen 

o  100% of metros and stations are accessible. 
o  98% of the bus rapid transit system’s stops are accessible. 
o  100% of buses are accessible and works for bus stop accessibility 

are in progress. 

  Bus 

o  The bus fleet is 100% accessible (with up to two designated 

spaces for wheelchair users and colour contrasts) in Stuttgart, 
Cologne and Dresden.  

o  The accessibility of bus stops is much lower (i.e. 47% in Dresden 

and 25% in Stuttgart). 

Germany 

  Rail 

o  100% of light rail vehicles are accessible in Cologne and Stuttgart. 
However, only 25% of bus stops are accessible in Stuttgart and 
88% of stops in Cologne are step-free. 

  Ferries 

o  All ferries in Dresden are accessible, but the pier is difficult to 

access. 

  Metro 

o  25% of metro lines in Budapest are accessible. 

  Bus/Trolleybus 

o  In Budapest, 88% of buses and 97% of bus lines are fully or 

partially accessible, while in Debrecen, 100% of the bus fleet is 
considered accessible (all buses are low-floored vehicles), and 
25% of the bus network is accessible. 

o  62% of trolleybuses in Budapest are accessible. Both fleets are 

expected to be fully accessible by 2020. 

  Tram 

o  32% of trams’ seat capacity and 21% of tramlines in Budapest are 
totally or partially accessible, while 70% of trams in Debrecen 
are accessible (with low-floored vehicles).  

  Bus/Trolleybus 

o  93% of vehicles and 62% of stops are accessible in Cagliari 
o  In Milan, 100% of buses and bus stops are accessible, and 47% of 

trolleybuses and 62% of trolleybus stops are accessible. 

  Metro 

o  All metro trains and 74% of metro stations are accessible in Milan. 

  Tram 

o  42% of trams and 58% of tram stops are accessible in Milan. 
  All of Malta’s bus fleet and stops are accessible. Buses are low floored 
and equipped with ramps and signal buttons at a convenient height 
for wheelchair users. 

  Bus 

o  About 98% of buses and 95% of the network are accessible. 

  Tram 

o  About 60% of trainsets and most of the tram network are fully 
accessible. The network is expected to be 100% accessible by 
2030. 

  Rail 

o  Rail services are of limited accessibility with no station or stop 
fully meeting the accessibility requirements as set out in 
Commission Regulation EU No 1300/2014. 

  100% of Metro do Porto’s fleet and network are already accessible. 

However, Metro do Porto has implemented a continuous improvement 
process, carrying out interventions to increase the stations’ and their 
surrounding areas’ accessibility. 

  Today, 27% of trams in Bucharest are accessible, while all trams are 

expected to be accessible by 2030. 

  56% of trolleybuses in Bucharest are accessible and are expected to 

all be low floored by 2020. 

November 2018  36 

Hungary 

Italy 

Malta 

Poland 

Portugal 

Romania 

 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

  100% of the Bucharest bus network and 56% of the trolleybus 

network are accessible.  

Slovenia  

  All of the buses of Ljubljana’s network fleet are low floored and 

equipped with announcement devices and LED displays. 

  Bus 

o  In compliance with EU and national legislation, the whole bus fleet 
of Madrid has been updated with low-floored and kneeling buses, 
access ramps, and handles to help embark and disembark the 
vehicle. 

o  In Barcelona, 100% of buses are also accessible to persons with 

reduced mobility. 

  Metro 

o  In Barcelona, 100% of metro trains and 91% of metro station 

platforms are accessible. 

  Tram  

o  The tram network of Barcelona is 100% accessible and 100% of 

the tram fleet is accessible. 

  Rail 

o  The accessibility of Barcelona’s rail network has developed over 

the years, starting with rolling stock and platforms, main 
stations, and finally all other stations. The plans were completed 
in September 2017. 

  90% of the ships and 90% of the network are accessible. An internal 

program to improve the fleet and network’s accessibility is in 
progress. However, due to the special environment of the archipelago, 
it is unlikely that full accessibility can be achieved. 
In London, 100% of metro trains and 26% of the metro network are 
currently accessible. 

 

Spain 

Sweden 

UK 

  All buses are fully accessible, low floored and equipped with ramps 

and audio announcement devices. 95% of bus stops are also 
accessible. 

The virtue of Design for All 

Design for All is the intervention in environments, products and services with an aim 
to ensuring that anyone, regardless of age, gender, capacities or cultural background, 
can participate in social, economic, cultural and leisure activities equally. 

Design for All (also referred to as “Universal Design” or “Inclusive Design”) should be 
applied  in  all  areas,  since  every  person  has  the  wish,  the  need  and  the  right  to  be 
independent  and  be  able  to  choose  their  own  lifestyle  without  having  to  address  any 
physical and/or social barriers. 

November 2018  37 

 
 
 
 
 
 
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Figure 4: Design for All52 

The  need  to  adopt  the  Design  for  All  approach  when  developing  new  transport 
infrastructure  or  services  was  also  clearly  demonstrated  in  the  input  provided  by  the 
survey  conducted  for  this  study,  with  the  contribution  of  PRM  advocacy  groups, 
research institutes and national enforcement bodies. According to the input gathered, 
this approach helps to avoid an overly narrow focus when considering accessibility, as 
this  is  a  common  problem.  For  example,  imagine  an  operator  developing  a 
smartphone  application  to  deliver  audible  information  to  the  visually  impaired,  but 
overlooking  the  fact  that  in  an  ever  increasingly interconnected  Europe,  the  app  also 
needs  to  support  different  languages.  Moreover,  the  study  input  also  hinted  at  a 
strong business case for the Design for All approach. Besides being the “right thing to 
do”,  fostering  inclusiveness  may  indeed  also  yield  more  tangible  benefits  for  the 
transport operators involved. For one thing  – to quote Kurt Hultgren of the European 
Passengers’ Federation53 – when it comes to increasing transport service accessibility, 
“what  is  necessary  for  some,  is  usually  favourable  for  all”.  As  a  typical  example, 
consider  level  access  to  train  wagons:  this  is  a  necessary  condition  for  wheelchair 
users,  but  also  convenient  for  everyone  else.  Moreover  (as  among  others  Roberto 
Castiglioni  of  Reduced  Mobility  Rights  Limited  pointed  out)54,  PRMs  often  travel 
accompanied, so investing in accessibility may generate more additional demand than 
initially anticipated. 

For  all  its  benefits,  however,  Design  for  All  cannot  offer  a  universal  solution  for  the 
accessibility problems PRMs face. This is mainly because comprehensively redesigning 
infrastructure  (and  to  a  lesser  extent,  procedures  and  processes)  is  often  not  an 
option.  Indeed,  while  adhering  to  Design  for  All  principles  should  become  standard 
practice  when  developing  new  infrastructure  (as  well  as  procedures  and  processes), 
this  approach  may  often  prove  prohibitively  costly  when  trying  to  improve  the 

52  Design  for  all  foundation.  Design  for  All  is  design  tailored  to  human  diversity.  Retrieved  at: 
http://designforall.org/design.php  
53  Report  from  three  meetings  in  DG  MOVE  concerning  PRM  TSI  on  the  25-26  April  2016  in  Charlemagne 
building  in  Brussels.  Retrieved  at:  http://www.epf.eu/wp/wp-content/uploads/2016/10/Report-on-three-
meeetings-on-PRM-TSI-25-26-April-2016-in-DG-MOVE.pdf     
54 R. Castiglioni (2017): presentation titled “Efficient ways to enhance airport accessibility”, Paris November 
2017.  

November 2018  38 

 
 
 
 
 
 
 
                                           
Best practices guide on the carriage  
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accessibility of existing infrastructure (which is often quite  old). In such cases, an ad 
hoc approach should resolve as many issues as possible. 

Design for All criteria (for all environments)55 

  Respectful: it  should  respect  the  diversity  of  users.  Nobody  should  feel 

marginalised and everybody should be able to access it. 

  Safe: it should be free of risks to all users. This means that all elements forming 

part of an environment have to be designed with safety in mind. 

  Healthy: it  should  not  constitute  a  health  risk  or  cause  problems  to  those  who 
suffer from certain illnesses or allergies. In addition, it should promote healthy use 
of spaces and products. 

  Functional: it should be designed in such a way that it can carry out the function 

for which it was intended without any problems or difficulties. 

  Comprehensible: all users should be able to orient themselves without difficulty 

within a given space, and therefore the following are essential: 

  Clear  information:  use  of  icons  that  are  common  to  different  countries,  avoiding 
the  use  of  words  or  abbreviations  from  local  language,  which  may  lead  to 
confusion. 

  Spatial distribution: this should be coherent and functional, avoiding disorientation 

and confusion. 

  Sustainable: misuse  of  natural  resources  should  be  avoided  to  guarantee  that 
future generations will have the same opportunities as us to preserve the planet. 

  Affordable: everyone should have the opportunity to enjoy what is provided. 
  Appealing: the result should be emotionally and socially acceptable, while always 

bearing in mind the seven abovementioned criteria. 

Support for harmonised and enforceable legislation 

Another  point  of  consensus  among  interviewees  of  this  study  is  that  while  public 
sector  support  for  the  dissemination  of  best  practices  among  transport  operators  is 
laudable, it certainly does not eliminate the need for enforceable PRM rights. In other 
words,  for  all  the  improvements  that  a  soft  approach  can  help  achieve,  it  should 
always be backed up by a strong legislative framework. 

Most  interviewees  are  thus  in  favour  of  EU  legislative  initiatives,  although  challenges 
clearly  remain.  One  important  concern  is  the  lack  of  regulatory  harmonisation,  both 
across  EU  Member  States  and  with  regards  to  different  modes  of  transport.  Marie 
Denninghaus of the European Disability Forum (EDF) highlights the difference with the 
situation  in  the  US,  where  an  all-encompassing  “Americans  with  Disabilities  Act”  has 
been in vigour since 1990. 

Crucially, stakeholders such as Pirkko Mahlamäki of the Finnish Disability Forum, point 
out that such a lack of consistency often makes it very difficult for PRMs to be aware 
of their rights, which can in turn discourage them from using transport services. Bruno 
Gaurier of the French PRM Association furthermore indicates that by undermining the 
concept  of  a  level  playing  field  among  transport  operators,  the  lack  of  regulatory 
harmonisation may inhibit efficient economic decision-making. 

55 Idem Footnote 50 

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Methodology 

The  core activities of this study were (1) gathering information on good practices for 
PRMs  from  2  main  sources  (literature  and  stakeholders)  and  2)  assessing  the  data 
based  on  a  number  of  criteria  to  achieve  a  final  selection  of  best  practices  regarding 
the accessibility of the European transport system. 

More  than  60  sources  (papers,  reports,  regulations,  etc.)  were  analysed  for  the 
literature  review,  relating  both  to  the  status  of  European  accessibility,  the  relevant 
legislation  and  good  practices,  as  well  as  to  the  relevant  information  concerning  EU 
Member  States  individually.  However,  above  all  else,  the  effort  to  compile  the  best 
practices  guide  was  based  on  active  stakeholder  consultation.  In  order  to  create 
awareness  about  the  study,  more  than  400  stakeholders  (transport  operators,  user 
organisations,  PRM  advocacy  groups,  national  enforcement  bodies,  etc.)  were 
contacted by E-mail as of October 201756, while others learned about the research via 
umbrella organisations or industry representatives. 

In December 2017, stakeholders who had expressed interest in the study were invited 
to share their expertise on issues related to the accessibility  of transport services  for 
PRMs (user needs, problems faced and examples of good practices) by completing an 
online  survey57.  By  the  end  of  January  2018,  more  than  90  stakeholders  had 
completed the survey, while an additional 10 personal interviews (CAPI, based on the 
questionnaire)  had  been  conducted.  Over  100  others  had  started  the  survey  but  did 
not  complete  it,  some  providing  interesting  responses  nonetheless.  All  of  the  data 
gathered in this manner served as a prime source of information for this report. 

As  various  relevant  initiatives  have  been  developed  with  the  goal  of  improving  and 
enhancing the accessibility of transport services for PRMs, some selection criteria were 
needed  to  support  the  screening  exercise,  while  developing  a  longlist  of  the  relevant 
“good practices”. The selection of the examples to be included in the initial list of good 
practices  concerning  transport  accessibility  was  mainly  based  on  the  following 
parameters (according to the information found in the literature): 

  Compliance with regulation, and possibly going beyond minimum compliance. 
  Effectiveness,  or  the  degree  to  which  the  practice  has  a  tangible  positive  impact 
on the accessibility of the relevant transport service for PRMs (which is recognised 
by that user group). 

  Transferability,  or  the  ease  of  implementing  the  practice  in  other  contexts  (in 

terms of location as well as transport modes). 

As  all  selected  good  practices  were  based  on  the  criteria  described  above  (thus  they 
fulfil  them),  in  the  further  selection  process  these  criteria  were  considered  by  the 
experts  as  standard  elements  of  all  suggested  good  practices,  and  they  provided 
further  emphasis  on  the  rest  criteria,  trying  to  conclude  to  a  list  of  Best  Practices, 
among  a  set  of  practices  already  defined  as  compliant,  affective  and  transferable; 

56  All  in  all,  more  than  200  transport  industry  actors  (including  operators,  infrastructure  managers,  sector 
organisations…)  were  contacted  (about  100  of  which  with  activities  related  to  aviation,  almost  50  to 
transport  by  road,  just  over  40  to  rail  and  less  than  20  to  waterborne  modes)  as  well  as  close  to  130 
enforcement bodies, more than 70 advocacy groups and some 15 other stakeholders with expertise on the 
subject of accessibility of transportation services for PRM (such as research institutes). The full stakeholder 
list is added in Annex 1, while the list of survey respondents is in Annex 2. 
57 In fact, five distinct surveys were drawn up, one for each of the following stakeholder groups: transport 
operators;  industry  organization  (including  associations  of  transport  operators);  national  enforcement 
bodies  (or  other  relevant  government  agencies);  PRM  advocacy  groups  (or  transport  user  organisations); 
and  finally,  other  stakeholders  with  expertise  on  PRM  user  needs  in  transportation.  The  surveys  are 
presented in Annex 3.  

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allowing  them  to  take  into  account  other  key  criteria  too  (Error!  Reference  source 
not found.). 

Selection of the “Best Practices” list 
After completing the extensive list of good practices, containing 110 examples of good 
accessibility  application  measures  across  Europe  and  from  all  transport  modes  (see 
next  Section),  an  internal  evaluation  was  carried  out  by  5  Consortium  experts,  in 
order  to  narrow  down  the  list,  using  specific  evaluation  criteria.  Considering  the 
heterogeneity  and  sometimes  diverse  purposes  of  the  initiatives  included  in  the 
longlist,  specific  criteria  needed  to  be  defined  so  as  to  be  able  to  evaluate  them  as 
“best practices” or not. To this aim, the following criteria – selected after analysing the 
relevant literature – were taken into account and used58 59 60 61. 
After the initial step involving the internal evaluation process, a shorter list of 50 good 
practices  was  drawn  up.  The  second  step  was  an  additional  evaluation  with  the 
participation  of  external  experts.  The  methodology  followed  was  the  Multicriteria 
Analysis62,  through  which  (1)  the  external  experts  established  the  weighting  of  the 
evaluation  criteria  (see  Table  1  below),  and  (2)  the  assessment  of  the  50  good 
practices  was  finalised (once  again using of the study’s weighted evaluation criteria). 
This resulted in the project’s final list of Best Practices.  

More  particular,  the  methodology  used  for  this  study  was  based  on  the  MAMCA 
methodology63  64  65, which is an extremely useful model for complex decision-making 
processes,  and  it  was  adapted  according  to  the  needs  of  the  data  of  this  study, 
replacing  the  pairwise  comparison  of  the  elements  (during  the  second  phase  of  the 
analysis)  with  the  one  by  one  comparison  of  each  practice  per  criterion.  Thus,  the 
pairwise  comparison  between  the  criteria  (of  the  original  MAMCA  approach)  has  not 
been followed.  This simplification of MAMCA methodology has been made due to the 
large  number  of  data  that  had  to  be  analysed  (50  best  practices  and  11  evaluation 
criteria), which would not be feasible to be performed through a pairwise comparison 
by the experts within a reasonable timeframe. 

in 

of 

18, 

2017, 

Social 

Faculty 

volume 

Charles 

Sciences, 

University 

transportation  services 

58 Idem footnote 36 
59  Anjlee  Agarwal  and  Andre  Steele  (2016).  Disability  considerations  for  Infrastructure  programmes. 
Retrieved  from:  http://disabilityrightsfund.org/wp-content/uploads/2016/05/Disability-Considerations-for-
Infrastructure.pdf 
60 Arnošt Veselý (2011).Theory and Methodology of Best Practice Research: A Critical Review of the Current 
State. 
Prague 
https://www.cejpp.eu/index.php/ojs/article/viewFile/99/81 
61  Alina  Verseckiene,  Ramunas  Palsaitis,  Irina  Yatskiv  (Jackiva)  (2017).  Evaluation  of  alternatives  to 
for  people  with  movement  disorders.  Transport  and 
integrate  special 
Telecommunication, 
from: 
Retrieved 
263–274. 
https://www.degruyter.com/downloadpdf/j/ttj.2017.18.issue-4/ttj-2017-0023/ttj-2017-0023.pdf 
62  Multi-Criteria  Analysis  (MCA) is  a  decision-making  tool  developed  for  complex  problems.  In  a  situation 
where multiple criteria are involved, confusion can arise if a logical, well-structured decision-making process 
is  not  followed.  Another  difficulty  in  decision  making  is  that  reaching  a  general  consensus  in  a 
multidisciplinary team can be very difficult to achieve. By using MCA the members do not have to agree on 
the  relative  importance  of  the  criteria  or  the  rankings  of  the  alternatives.  Each  member  enters  his  or  her 
own judgements, and makes a distinct, identifiable contribution to a jointly reached conclusion.  
63 This evaluation methodology specifically focuses on the inclusion of the different actors that are involved 
in a project, the so-called stakeholders. Like the traditional multi criteria decision analysis (MCDA), it allows 
including  qualitative  as  well  as  quantitative  criteria  with  their  relative  importance,  but  within  the  MAMCA 
they  represent  the  goals  and  objectives  of  the  multiple  stakeholders.  As  such,  the  stakeholders  are 
incorporated in the decision process.  
64 Macharis, Cathy, Laurence Turcksin, and Kenneth Lebeau. “Multi Actor Multi Criteria Analysis (MAMCA) as 
a  Tool  to  Support  Sustainable  Decisions:  State  of  Use.”  Decision  Support  Systems  54,  No.  1  (December 
2012): 610–20. doi:10.1016/j.dss.2012.08.008.   
65 Dr. Cathy Macharis (2011). The Multi Actor Multi Criteria Analysis (MAMCA) methodology. Retrieved from: 
https://transp-or.epfl.ch/documents/slidesSeminars/MACHARIS11.pdf  

no. 

4, 

November 2018  41 

 
 
 
 
 
 
 
                                           
Best practices guide on the carriage  
of persons with reduced mobility 

A  survey  was  developed  using  the  Check  Market  Survey  Tool66,  including  3  main 
pages:  (1)  a  landing  page,  where  the  description  of  the  survey  and  contact  details 
were  presented,  (2)  an  internal  (main)  page, where  the  evaluation  criteria,  the  good 
practices  and  a  rating  system  were  presented 
for  evaluation  and  (3)  an 
acknowledgements  page.  The  survey  was  in  English  and  anonymous,  and  the 
respondents  were  given  the  option  of  pausing  the  survey  and  resuming  it  at  a  later 
time, for convenience purposes, as the  survey  required a  substantial amount of time 
to complete. 

Respondents were first asked to assess the 11 evaluation criteria for evaluating 
the good practices, on a scale of 1 to 5 (1=not important at all, 2=slightly important, 
3=moderately  important,  4=important  and  5=very  important),  and  this  assessment 
led  to  the  weighting  of  the  criteria  (for  example  the  “Effectiveness”  criterion  was 
evaluated  as  the  most  important  of  all,  followed  by  “Relevance”,  while  the  “Co-
benefits” criterion ranked last, with the lowest weight). 

Table 4: Description & weights of evaluation criteria67 

A/A 

Criterion 

Description 

1. 

Effectiveness 

Reflects  the  extent  to  which  a  practice 
offers  a  solution  to  the  problem  it  is 
supposed to address. 

weight 

Criterion 
average 

1.16 

2. 

Relevance 

3. 

Functional 
diversity  

4. 

Efficiency 

5. 

Multimodality 

6. 

7. 

Maturity 

Sustainability 

Reflects the extent to which a practice is 
related 
important 
shortfall. 

recognised 

to  a 

 Describes the extent to which a practice 
offers  a  holistic  solution  to  a  range  of 
accessibility problems that PRMs face. 

Describes  the  extent  to  which  desired 
results  are  achieved  at  minimal  costs  (in 
terms  of  effort,  energy, 
time  and 
money). 

Describes  the  extent  to  which  a  practice 
can  address  PRM  accessibility  problems 
typically  related  to  multimodal  transport 
(inspired  by  the  central  role  multimodal 
transport plays in this study). 

0.9 

0.8 

0.76 

0.76 

Reflects  the  extent  to  which  a  practice 
has been tested and positively evaluated. 

0.74 

0.68 

firm 

financial 

Reflects the extent to which a practice is 
(availability  of 
on  a 
funding),  legal  (compliance  with  national 
and  EU  legislation)  and  social  (culturally 
appropriate)  footing,  thus  increasing  the 
likelihood it will last. 

66  Checkmarket  is  an online reliable  survey company  started in 2002 and offers a wide range of services 
that  include  scanning,  panels,  analysis,  design,  programming  and  consulting  by  market  research  experts. 
The platform is used by many government agencies, large corporations, small businesses and individuals all 
over 
etc. 
(https://www.checkmarket.com/)  
67 The overall minimum possible GFi value is 0,45 and the maximum 2,27 

as  Q8,  Manpower, 

L’Oreal,  Ottawa 

the  world, 

Toyota, 

Nestle, 

such 

November 2018  42 

 
 
 
 
 
 
 
 
 
 
  
 
 
 
  
                                           
Best practices guide on the carriage  
of persons with reduced mobility 

A/A 

Criterion 

Description 

8. 

9. 

Transformability  Reflects  the  extent  to  which  a  practice 
can  be  adapted  to  solve  different  (but 
related) problems. 

Transferability   Describes  the  extent  to  which  a  practice 
can  be  “scaled  up”  to  other  contexts 
(other 
of 
transport, etc.). 

other  modes 

locations, 

weight 

Criterion 
average 

0.66 

0.62 

10.  

Innovation  

11.  

Co-benefits 

Describes  the  innovative  nature  of  a 
practice and the extent to which it can be 
a game changer. 

0.6 

Describes the positive spill-over effects of 
a practice, typically in terms of improving 
accessibility  for  people  not  belonging  to 
the  original  target  group  or  speeding  up 
the service/reducing delays. 

0.56 

In the next step, each  of the 50 good practices was presented along with its general 
and detailed information: 

its relevant category (procedures, premises, people); 
its relevant transport mode(s); 

  the title of the good practice; 
its organisation/operator; 
 
  the country (ies) and/or city(ies) where the practice has been applied; 
 
 
  a relevant reference for further description;  
 
 
 
 

its description; 
its effectiveness and impact; 
its transferability and 
its compliance with EU legislation, as well as its innovative properties. 

The  experts  were  asked  to  rate  each  one  of  the  good  practices,  again 
according  to  all  of  the  study’s  evaluation  criteria.  The  answers  were  also  on  a 
scale of 1 to 5 with single selection (i.e. Not Relevant at All (first evaluation criterion) 
through to Very Relevant). The survey ran for just over a week and got 18 responses, 
from  experts  from  7  different  countries:  Denmark,  Greece,  Finland,  France,  Sweden, 
The Netherlands and the United Kingdom.  

The  analysis  of  the  survey  concluded  with  the  final  30  “Best  Practices”  for  all 
transport modes for PRMs (see Section 4 and Annex 4). For these best practices, the 
first  27  came  from  the  exact  ranking  based  on  the  experts’  responses,  while  3  more 
were  selected  by  the  consortium’s  experts  (again  from  high-ranked  practices)  due  to 
the fact that they concerned interesting and important aspects of accessibility, such as 
business  schemes.  These  additional  practices  have  been  added  to  the  last  places  of 
the  list  and  the  ranking  between  them  has  been  made  according  to  their  overall 
calculated weights. 

More  specifically,  the  best  practices  that  were  retained  come  from  15  EU  countries 
(namely Austria, Czech Republic, Denmark,  
Estonia,  Finland,  France,  Germany, 
Greece, Italy, Latvia, Luxemburg, Spain, Sweden, The Netherlands, UK) and one non-
EU  country.  They  also  concern  all  modes,  although  most  of  them  are  multimodal. 

November 2018  43 

 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
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Moreover,  the  majority  of  them  relate  to  multiple  phases  of  a  journey,  as  well  as 
multiple combined categories (premises, procedures and people).  

Figure 5 Categories covered by the best practices 

Figure 6: Journey phases covered by the best practices 

Figure 7: Transport modes related to the best practices 

November 2018  44 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Description of the ranking approach 

As mentioned above, to conduct the assessment and determine the best practices, a 
Multi  Criteria  approach  has  been  selected,  based  on  the  MAMCA  methodology.  This 
process  consists  of  2  steps  –  one  to  determine  the  Gravity  Factor  of  each  criterion 
selected  for  the  assessment  and  one  to  conduct  a  rating  per  criterion  for  each 
practice.  

Step 1: Determining the Gravity Factor per criterion  
In the first step, 11 criteria were selected and evaluated by experts so as to determine 
the  Gravity  Factor  of  each  criterion  (GFi),  by  assigning  them  a  specific  value  on  the 
Likert scale (1, …, 5). The following are denoted for the determination of the  Gravity 
Factor (GFi): 
i = 1, 2, …, 11   
Wi  :   the weight of criterion i  
GFi  :  the gravity factor of criterion i  
aij   : the number of experts that rated the criterion in each Likert scale, i=1,……..,10 
N  : the number of experts’ replies, for the first step N = 10  
j    : the Likert scale categories, j = 1, 2, …, G; where G=5 

The weight of each criterion (Wi) reflects the sum of the number of expert replies per 
rating grade, divided by the number of expert replies and multiplied by the maximum 
score of the scale: 

Thus, if all 10  experts  would score a criterion  with the lowest  score (1), it would get 
the minimum score, which is 5. And if they would rate it all with the maximum score 
(5), it would get the maximum score, which is 25. 

The weighted average of each criterion is then normalised, by dividing it with the sum 
of all 11 weighted averages. The result of this is the Gravity Factor of each criterion: 

Thus, the overall minimum possible GFi value is 0,45 and the maximum 2.27. 

The Gravity Factor of each criterion describes the importance that experts allocate to 
that criterion and is applied to the rating of the good practices throughout the ranking 
process. The criteria are presented in order of importance in Table 4 above.  

Step 2: Performing ranking per criterion for each practice  
In the second step of the process, again 10 experts performed ranking per criterion for 
each  practice.  To  determine  which  of  the  practices  are  the  most  important  ones,  the 
overall weighted average (OW) of each practice should be determined so as to sort the 
30 highest scoring practices. The evaluation scale used in this step is the same as in 
step one.  

November 2018  45 

GNajWGjiji1111iiiiWWGF 
 
 
 
 
 
  
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

The  Likert  scale  applied  in  this  case  holds  5  grading  categories,  denoting  a  total 
number of categories G = 5 and j = 1, 2, …, 5. 

The following are denoted:  
Ci: the relative value of each criterion, as assessed by the group of experts, i = 1, 2, 
…. 11.  

This reflects the sum of the number of experts’ replies times the grade received on the 
Likert scale, as a result of a matrix formed through the rating process.  
aij  : the number of experts that rated the criterion in each Likert scale, i=1,…..,10 
N   : the number of experts, for the second step N = 10  
j    : the Likert scale categories, j = 1, 2, …, G; where G=5 
Wi  : The weighted average of criterion i 
GFi : the gravity factor of criterion i, as determined by the experts’ criteria ranking in 
step one 
 The first to be determined is the relative value Ci of each criterion, with the following 
formula: 

Thus, Ci may vary from 1 to 5. 

The weighted average  of  each criterion is the  product  of the  criterion’s relative value 
times each Gravity Factor. More specifically: 

And the overall weight OW is determined as follows: 

Where n = the number of criteria and takes values from 1, …, 11, whereas: 

 (adding all the individual criteria gravity factors from Table 1) 

Thus, OW  may vary from 1 to 5. 

Upon  determining  the  overall  weight  (OW)  for  each  practice,  the  scores  were 
compared and practices were prioritised according to them. 

November 2018  46 

10511jijGjijiajNajCiiiGFCWniiniiiGFnGFCOW11)()(24,8)(1niiGF 
 
 
 
 
 
  
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Best Practices  
As  mentioned  above,  many  efforts  and  initiatives  have  been  undertaken  throughout 
Europe  targeting  the  improvement  of  European  transport  system  accessibility  for 
persons with disabilities and persons with reduced mobility.  

The  longlist  of  “good  practices”  is  presented  below,  categorised  per  transport  mode 
and  in  alphabetical  order.  The  selection  of  the  practices  included  in  this  longlist, 
concerning  transport  accessibility,  was  mainly  based  on  the  following  parameters 
(according to the information found in the relevant literature)68: 

•  Compliance with rules, and possibly going beyond minimum compliance. 
•  Effectiveness, or the degree to which the practice has a tangible positive impact 
on  the  accessibility  of  the  relevant  transport  service  for  PRMs  (which  is 
recognized by that user group). 

•  Transferability,  or  the  ease  of  implementing  the  practice  in  other  contexts  (in 

terms of location as well as transport modes). 

The selected “good practices” are presented using the template and categories below: 

Title of Good Practice 

Organisation/Operator 

Country 

Category 

Transport mode 

Reference 

Description of good practice 

Impact  

Transferability 

Compliance & Innovation 

Good Practices longlist  

Air Transport 

EU: Awards for Accessible Airports 

Title of Good Practice 
Awards for Accessible Airports 
Organisation/Operator 
Airport Council International (ACI) Europe in cooperation with the European Disability Forum 

68 Idem footnotes 35, 57, 58, 59 

November 2018  47 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
                                           
Best practices guide on the carriage  
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(EDF) 
Country 
EU 
Category 
Procedures 
Transport mode 
Air transport   
Reference 
http://www.edf-feph.org/newsroom/news/larnaca-international-airport-wins-2017-accessible-
airport-award  
Description of good practice 
The  “Accessible  Airport  Awards”  is  a  yearly  award  that  aims  to  honour  the  best  airport  in 
Europe in terms of its level of accessibility and encourage airports to remove the barriers that 
persons with disabilities and persons with reduced mobility still face when travelling by air.  

“Accessibility”  in  the  context  of  this  award does  not  only  mean  physical accessibility  for 
wheelchair  users,  but  for  all  persons  with  disabilities  and  PRMs.  It  concerns  both  the  built 
environment  and  transport  (e.g.  the  terminals  and  surrounding  infrastructure),  as  well  as 
information  and  communication  (e.g.  signage,  websites,  flight  announcements,  check-in, 
etc.). 
Effectiveness/Impact 
Since this initiative was only launched in 2017, it is too early to estimate.  
Transferability 
Such  efforts  and  initiatives  may  promote  the  adoption  of  accessibility  guidelines  and 
regulations. 
Compliance & Innovation 
It  pushed  compliance  with  Regulation  (EC)  No  1107/2006,  but  goes  beyond  it  in  enhancing 
airport  awareness  on  accessibility  and  stimulates  airports  to  go  beyond  the  minimum 
requirements of the Regulation.  

EU: Sector specific best practice transfer 

Title of Good Practice 
Sector specific best practice transfer 
Organisation/Operator 
ACI Europe (Airports Council International) 
Country 
Europe 
Category 
Procedures 
Transport mode 
Air transport 
Reference 
http://www.aci.aero/Customer-Experience-ASQ/ASQ-Forums/ACI-Customer-Excellence-
Global-Summit  
Description of good practice 

The  ACI  as  an  association  of  Airports  has  set  up  its  own  platform  for  the  exchange  of  best 
practices  and  lessons  learned  on accessibility, including for PRMs.  The  platform  provides  the 

the airport customer experience; 
challenges and trends, and; 
how ever-evolving technology impacts customer experience management. 

following:  
 
 
 
Effectiveness/Impact 
A  similar,  sector-specific  initiative  to  this  study.  The  exchange  of  best  practices  has  great 
relevance at the sector level (and beyond).  

November 2018  48 

 
 
 
 
 
 
Best practices guide on the carriage  
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Transferability 
While  the  measure  itself  is  a  procedure,  it  applies  mainly  to  premises.  Other  transport 
infrastructure associations (primarily train stations) can set up similar exchange platforms. 
Compliance & Innovation 
Forum of transfer for best practices. 

EU: Standard (non-complicated) booking options for PRM with guide dogs 

Title of Good Practice 
Standard (non-complicated) booking options for PRM with guide dogs 
Organisation/Operator 
EasyJet 
Country 
Europe 
Category 
Procedures 
Transport mode 
Air transport 
Reference 
www.easyJet.com  
Description of good practice 
EasyJet  allows  passengers  with  guide  dogs  or  other  assistance  dogs  to  book  online  and  be 
assigned an appropriate seat. It is the only airline (to the knowledge of EasyJet) that allows 
the entire process to be completed as quickly as if not travelling with an assistance dog. It is 
the same process for able-bodied and persons with disabilities. 
Effectiveness/Impact 
When the presence of an assistance dog is included in a booking, additional procedures need 
to  be  started  but  can  be  completed  without  the  PRM  traveller’s  further  input.  Additional 
information regarding the needs of the PRMs themselves may still be required. 
Transferability 
British Airways are considering implementing this process. 
Compliance & Innovation 
IT  tool  with  effective  application  of  Regulation  (EC)  No  1107/2006  for  blind  persons  with 
guidedogs. 

Multiple countries (Cyprus, UK & US): PRM supporting processes 

Title of Good Practice 
PRM supporting processes 
Organisation/Operator 
Various airports (Larnaca, Heathrow, Gatwick) and U.S. based MedAire 
Country 
Cyprus, UK, USA 
Category 
Procedures 
Transport mode 
Air transport   
Reference 
http://www.dailymail.co.uk/news/article-4642632/BA-staff-dropped-disabled-passenger-
HEAD.html  http://wwhttp://www.hermesairports.com/en/larnakahome/information/persons-
with-reduced-mobility 
https://www.gatwickairport.com/at-the-airport/passenger-
services/special-assistance/special-facilities-and-services/  
https://www.airport-suppliers.com/supplier/haycomp-pty-ltd/  
http://www.medaire.com/medaire-old/airlines/solutions/medical-kits-equipment/medical-
equipment-details 
against-all-odds.html  

w.reducedmobility.eu/20120727240/The-News/martyn-sibley-flying-

November 2018  49 

 
 
 
 
 
 
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Description of good practice 
During  their  travels  using  the  air  transport  mode,  passengers  with  mobility  restrictions  are 
transferred from aisle chairs to their seat on the aircraft, usually by manual lifting. This often 
leads to an experience that negatively affects the dignity of PRM passengers, not to mention 
that it can be dangerous for both the passenger and the helpers. 
Although  manual  lifting  is  normally  subject  to  strict  safety  rules,  these  rules  often  do  not 
seem  to  apply  to  airport  service  providers.  For  example,  manual  lifting  requires  ad  hoc 
training, something most airport helpers do not have access to. At a time when care workers 
are  asked  to  refrain  from  manually  lifting  patients,  it  is  striking  that  the  same  level  of 
safeguards and care does not apply to PRM service providers. 
There  are  two  solutions  to  deal  with  this  problem.  First  of  all,  a  few  airports  across  the  EU 
(Larnaca, London Heathrow, London Gatwick) have obtained a medical grade hoist specific to 
the aviation industry. Such hardware is currently in use at many airports outside Europe too.  
Secondly,  generation  transfer  boards  designed  specifically  for  the  aviation  industry  are  also 
widely available on the market. In the aviation sector, one most advanced product of this kind 
is the Movable Disc Board manufactured by U.S. based MedAire. 
Effectiveness/Impact 
Better service provision for wheelchair users in enplaning/deplaning process, while their trilby 
airplane (i.e. during the enplaning/deplaning process). 
Transferability 
Proper  awareness  on  modern  transfer  aids  and  procedures  can  greatly  improve  the  PRM 
service. 
Compliance & Innovation 

In  compliance  to  Regulation  (EC)  No  1107/2006  and  beyond,  by  the  use  of  novel  transfer 
aids. 

Czech Republic: Assistance to passengers with disabilities and persons with reduced mobility 
and orientation 

Title of Good Practice 
Assistance  to  passengers  with  disabilities  and  persons  with  reduced  mobility  and 
orientation 
Organisation/Operator 
Prague Airport 
Country 
Czech Republic 
Category 
Premises, people 
Transport mode 
Air transport 
Reference 
http://www.prg.aero/en/passengers-check-in/passengers-services/passengers-with-
disabilities-and-medical-conditions/  
Description of good practice 
Service for PRMs is provided by an external company, but Prague Airport is responsible. 
The  service  is  based  on  statistics,  feedback  from  airlines  (AOC),  complaints,  training  PRM 
courses, and from the European Civil Aviation Conference (ECAC). 
Following  Regulation  (EC)  No.  1107/2006  of  the  European  Parliament  and  of  the  Council  of 
July  5th,  2006,  concerning  the  rights  of  persons  with  disabilities  and  persons  with  reduced 
mobility  and  orientation  when  travelling  by  air,  Prague  Airport  Managing  Body  is  obliged  to 
provide, either by the use of its own means or through a hired third party, relevant assistance 
to passengers with disabilities or medical conditions. 
Prague Airport a.s., decided to outsource this service of assistance to a specialised company. 
The assistance provider was selected in compliance with the abovementioned Regulation with 
no prejudice to the application of the relevant provisions of Act No. 137/2006 of the Code on 

November 2018  50 

 
 
 
 
 
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Public Procurement. 
Non-stop  unrestricted  check-in  access  for  persons  with  disabilities  and  reduced  mobility  and 
orientation is provided free of charge in the form of assistance supplied upon the person with 
disability or medical condition’s request.  The  assistance  can be requested at the check-in or 
information  desk,  or  from  one  of  the  20  designated  points  located  around  the  airport 
premises. 
Effectiveness/Impact 
In  line  with  European  regulation,  likely  positive  impact  but  no  mention  of  going  beyond 
minimum requirements. 
Transferability 
Should already be implemented everywhere. 
Compliance & Innovation 
Good implementation of Regulation (EC) No 1107/2006. Limited innovation. 

Denmark: Assistance to passengers travelling with a disability 

Title of Good Practice 
Assistance to passengers with a disability travelling 
Organisation/Operator 
Copenhagen Airport A/S 
Country 
Denmark 
Category 
All (During-journey) 
Transport mode 
Air transport 
Reference 
https://www.cph.dk/en/practical/travelers-with-diabilites/  
Description of good practice 
The  PRM  Service  Provider  of  the  airport  offers  assistance  to  all  types  of  PRMs,  while  the 
premises are also built according to Danish building regulations, which ensures a certain level 
of  accessibility.  The  PRM  assistance  service  is  financed  through  a  non-discriminatory  service 
charge (included in the ticket price) for all passengers. 

At  Copenhagen  Airport  there  are  6  meeting  points  where  you  can  contact  PRM  service,  and 

there  is  a  central  airport  assistance  centre,  which  is  the  heart  of  the  airport's  handicap 

service.  The  airport’s  PRM  service  team  (http://www.falck.com/en/services/persons-with-

reduced-mobility/prm-service-by-falck)  consists  of  women  and  men,  some  young  and  some 

more  experienced,  with  different  ethnical  and  cultural  backgrounds,  who  are  able  to  speak 

many  of  the  languages  of  airline  passengers.  The  service  delivered  requires  a  focus  on 

providing staff with the right skills and competencies, such as: 

  A set of clear minimum standards for skills and competencies for each PRM role. 

  Continuous  and  comprehensive  training  of  staff,  in  order  to  ensure  the  required 

service quality level as wells as the safety of passengers and staff. 

  Re-training on a quarterly basis. 

Moreover,  the  airport’s  service  provider  works  in  close  cooperation  with  key  stakeholders  at 
the  airport,  such  as  user  and  handicap  organisations  as  well  as  airlines  and  handling 
companies,  helping  to  ensure  a  smooth,  on-time  travel  service  experience  for  PRM 
passengers. 

Effectiveness/Impact 
It  is  of  course  costly,  but  ensures  smooth  travel  for  PRMs.  Positive  feedback  regarding  PRM 
Service  Provider Falck  from  airlines,  surveys and statistic surveys. Furthermore, good rating 
in assessment carried out by Danish Transport, Construction and Housing Authority. 
Transferability 

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Willing to train but time consuming for the organisation. Practice is mainly about compliance, 
so should already be implemented. 
Compliance & Innovation 
Users involvement in application of Regulation (EC) No 1107/2006. Limited innovation but is 
goes  beyond  strict  compliance  with  the  constant  re-training  of  the  personnel  on  a  quarterly 
basis, as well as the involvement of key stakeholders. 

Finland: Airline accessibility planning & coordination 

Title of Good Practice 
Airline accessibility planning & coordination 
Organisation/Operator 
Finnair 
Country 
Finland 
Category 
All 
Transport mode 
Air transport 
Reference 
https://www.finnair.com/gb/gb/information-services/before-the-flight/special-services-
health/disability-assistance  
Description of good practice 
The  Working  Group  for  Equality,  established  in  2015,  drafted  the  Finnair  Equality  Plan.  The 
goal of both the Working Group and the Plan is to promote equality with regard to customers 
as well as employees. Finnair also engages in active cooperation with the Office of the Non-
Discrimination Ombudsman in Finland to develop their practices.  
Moreover,  a  website  has  been  designed  to  be  used  by  all  assistive  tools  (standardised 
accessibility) and  also a pre-request form  for assistance  when booking  the  flight  is available 
on  finnair.com.  Website  accessibility  is implemented  to  all  Finnair  sites  and  has  been  tested 
by 
Disabilities 
(https://www.invalidiliitto.fi/finnish-association-people-physical-disabilities). 
Input  is  gathered  from  a  special  forum  in  Finland  that  discusses  such  issues  and  also  by  a 
working group at the airport. 
During-journey assistance has been developed with airport and special passengers groups and 
Design for All principles are also taken into account. Sign language  videos are produced and 
airline crew is trained. Decisions are taken based on statistics and feedback from innovation 
agencies. 
Post-journey  assistance  is  offered,  based  upon  accessible  websites,  a  special  helpline,  a 
cooperation group within Helsinki airport and in cooperation with associations of persons with 
disabilities. 
Effectiveness/Impact 
Cooperation  with  advocacy  groups  is  a  strong  indicator  that  problems  are  tackled  from  all 
angles. 
Transferability 
Website  design  guidelines  for  PRMs  are  publicly  available.  The  Finnair  Working  Group  for 
Equality  offers  a  good  practice  on  efficient  accessibility  planning  and  coordination. 
Collaboration with PRM representatives and experts at all levels and stages; from planning to 
operations, maintenance and service improvement. 
Compliance & Innovation 
Sign  language  on-board  videos  and  airline  crew  training  go  beyond  the  implementation  of 
Regulation (EC) No 1107/2006. 

Association 

Physical 

Finnish 

People 

with 

the 

of 

Germany: Assistance for passengers moving between their wheelchair and the seat 

Title of Good Practice 
Assistance for passengers moving between their wheelchair and their seat 

November 2018  52 

 
 
 
 
 
 
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Organisation/Operator 
Flughafen Bremen GmbH 
Country 
Germany 
Category 
People (During-journey) 
Transport mode 
Air transport 
Reference 
www.aiport-bremen.de  
Description of good practice 
The  airport  staff  at  Bremen  Airport  provide  a  more  sophisticated  way  to  move  a  passenger 
from their wheelchair to their seat in the plane. It is a voluntary initiative to make transport 
easier for the PRM Service and for the passenger.  
As  the  equipment  is  not  expensive,  implementation  was  not  a  question  of  financial  support. 
They use gliding fabric and planks to make it easier for the passenger to move from their seat 
to the wheelchair. The fabric or plank is placed under the passenger’s behind. This offers:  

 
 
 

less physical contact with the PRM; 
less physical work for the PRM Service; 
less time spent moving the passenger 

Effectiveness/Impact 
The  PRM  Service  can  help  the  passenger  move  without  needing  to  touch  them  as  firmly  as 
without the gliding plank/towel. 
Transferability 
Inexpensive and fairly generic, this should be easy to transfer to other operators. 
Compliance & Innovation 
Quality standards for applying Regulation (EC) No 1107/2006. Limited innovation. 

Germany: Passengers with reduced mobility 

Title of Good Practice 
Passengers with reduced mobility 
Organisation/Operator 
Dresden Airport 
Country 
Germany 
Category 
All 
Transport mode 
Air transport 
Reference 
http://www.dresden-airport.de/passengers-and-visitors/travel-information/passengers-with-
reduced-mobility.html?newLanguage=en  

in  English 

Quality  Standards  are  not  available 
nora.seidler@dresden-airport.de directly for the document. 
Description of good practice 
It has always been in place, but has been improved over the years and with the introduction 
of Regulation (EC) No 1107/2006.  
According to the Quality Standards of Dresden Airport, in order to ensure appropriate service 
for PRM passengers, the following procedures have been organised: 

for  download  yet,  please  contact 

-  communication  of  PRM’s  arrival  at  the  airport  and  their  request  for  assistance  at  the 

designated points inside and outside terminal buildings, 
-  moving from a designated point to the check-in counter, 
-  checking in and registering baggage, 

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-  proceed from the check-in counter to the aircraft, with completion of emigration, customs 

and security procedures, 

-  boarding  the  aircraft,  with  the  provision  of  wheelchairs  or  other  assistance  needed,  as 

appropriate, 

-  proceeding from the aircraft door to the designated seat, 
-  store and retrieve baggage on the aircraft, 
-  proceeding from the designated seat to the aircraft door, 
-  disembarking  from  the  aircraft,  with  the  provision  of  wheelchairs  or  other  assistance 

needed, as appropriate, 

-  proceeding from the aircraft to the baggage hall and retrieve baggage, with completion of 

immigration and customs procedures, 

-  proceeding from the baggage hall to a designated point, 
- 

reaching connecting flights when in transit, with assistance on the air and land sides and 
within and between terminals as needed, 
transferring to toilet facilities if required. 

- 

Furthermore,  handling  of  all  necessary  mobility  equipment,  as  well  as  recognised  assistance 
dogs is to be ensured. Temporary replacement of damaged or lost mobility equipment, albeit 
not necessarily on a like-for-like basis, is to be provided. 
Effectiveness/Impact 
There are hardly any complaints from PRMs. 
Transferability 
Mostly about complying with regulation, so this should already be implemented everywhere. 
Compliance & Innovation 
Efficient implementation of Regulation (EC) No 1107/2006. Limited innovation. 

Germany: PRM pre-alert 

Title of Good Practice 
PRM pre-alert 
Organisation/Operator 
Dortmund Airport 
Country 
Germany 
Category 
Procedures, people 
Transport mode 
Air transport 
Reference 
https://www.dortmund-airport.com/accessible-travel  
Description of good practice 
Passenger can be pre-booked as PRM and thus staff can be scheduled to provide assistance as 
needed  from  the  moment  of  arrival  at  the  airport.  This  also  opens  up  the  possibility  for 
assistance  in  groups  (as  far  as  the  impairments  of  the  PRM  allow  for  this),  increasing 
efficiency of the service.  
Effectiveness/Impact 
The  PRM  passenger  knows  his  specific  needs  will  be  attended  to.  For  the  airport,  increased 
efficiency can come with reduced costs. 
Transferability 
Scale is important: different organisational setup would be needed in larger terminals than in 
smaller ones. 
Compliance & Innovation 
Efficient implementation of Regulation (EC) No 1107/2006. Limited innovation. 

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Germany: Service for the disabled 

Title of Good Practice 
Service for the disabled 
Organisation/Operator 
Cologne Bonn Airport 
Country 
Germany 
Category 
All (Pre-journey), People (During-journey, Post-journey). 
Transport mode 
Air transport 
Reference 
http://www.koeln-bonn-airport.de/en/flights/service-for-the-disabled.html 
Description of good practice 
Since 2006, PRMs may ask for assistance to reach their flights or to be picked up from their 
flights. This is usually done by pre-announcement. Meeting Points with telephones are all over 
the terminals. 
The practice is easy and effective and is of common use at all EU airports. 
Before implementing, PRM representatives visited the airport and discussed the practice with 
the  airport  operators.  German  Red  Cross  staff  pick  PRMs  up  from  a  meeting  point  and  take 
them to the aircraft, or after arrival to the exit, or to the train, bus or taxi. 
Effectiveness/Impact 
Provides standard support to PRMs. 
Transferability 
Should already be implemented. 
Compliance & Innovation 
Personal assistance services applying Regulation (EC) No 1107/2006. .Limited innovation, but 
the  involvement  of  PRM  representatives  provides  an  asset  that  goes  beyond  minimum 
compliance. 

Germany: Specific company specialised in PRM services at the airport 

Title of Good Practice 
Specific company specialised at PRM services at the airport 
Organisation/Operator 
FraCares Services GmbH, Frankfurt 
Country 
Germany 
Category 
Procedures, people (pre-journey), all (during-journey) 
Transport mode 
Air transport 
Reference 
https://www.fracareservices.com/  
Description of good practice 
The  Company  (FRACare  Services)  was  founded  in  2008,  but  PRM  support  had  been  part  of 
airport services for 40 years within Fraport and Lufthansa.  
The employees support all passengers with reduced mobility, mostly upon airline request. The 
company specialises in PRM services and strongly fulfils ECAC requirements. More specifically,  
FraCare Services offers assistance at Frankfurt Airport to persons with:  

physical/psychological disabilities; 
hearing and visual impairments; 

 
 
  mental disabilities; 

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 
 
 

elderly people; 
persons with diseases (epilepsy, cardiovascular diseases etc.) and  
persons with temporary disabilities (physical injuries etc.). 

The services offered are the following:  

Escort to public transport; 

  Assistance at arrival, departure and during transit; 
 
  Assistance at customs, border and security control; 
 

Procurement of medical care. 

Effectiveness/Impact 
Provides standard service to PRMs. Was in place well before EU Regulation. 
Transferability 
Should be implemented. 
Compliance & Innovation 
Pioneer  application  of  Regulation  (EC)  No  1107/2006.  Currently  no  longer  particularly 
innovative. 

Germany: Transport services website accessibility check 

Title of Good Practice 
Transport services website accessibility check  
Organisation/Operator 
Luftfahrt-Bundesamt 
Country 
Germany 
Category 
Procedures 
Transport mode 
Air transport 
Reference 
http://www.lba.de/DE/Home/home_node.html 
Description of good practice 
“BIK  für  alle”  is  a  project  that  is  funded  by  the  Federal  Ministry  of  Labour  and  Social  Affairs.  It 
intends  to  inform  companies  from  various  fields,  e.g.  the  field  of  air  traffic,  about  the 
opportunities and options involved in the implementation of accessible web design, helping these 
companies to improve their websites. 
For the field of air traffic, among other things, the project “BIK für alle” works in cooperation with 
Dortmund  Airport.  An  accessible  web  presence  has  been  implemented  there  and  was  finally 
certified with a seal of approval for accessibility for people with various disabilities and for users of 
assistive technologies. 
Effectiveness/Impact 
Barrier-free  web  design  is  an  important  issue  for  all  travellers  with  disabilities  planning  and 
booking  air  travel.  Most  European  countries  have  experts  in  accessible  web  design.  The  Web 
Content Accessibility Guidelines (WCAG 2.0) define a common international standard for a barrier-
free web. The accessibility criteria can be found there in detail.  
All  companies  in  the  aviation  sector  are  being  informed  about  the  benefits  of  barrier-free  web 
design by means of joint information campaigns with the German Airport Association (ADV) and 
the Federal Association of the German Air Transport Industry (BDL).  
Transferability 
Website  accessibility  (in  terms  of  user  interface  but  also  content)  is  a  cost-efficient  measure  to 
enhance PRM mobility. 
Compliance & Innovation 
Training of PT operators on how to apply accessible IT services. 

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Hungary: Assistance for passengers with special needs 

Title of Good Practice 
Assistance for passengers with special needs 
Organisation/Operator 
Budapest Airport 
Country 
Hungary 
Category 
All 
Transport mode 
Air transport 
Reference 
https://www.bud.hu/en/passengers/flight_and_travel_information/special/special_needs  
Description of good practice 
Since 01.04.2009 (self-financed, both a legal requirement and a voluntary effort) PRM passengers 
have been able to meet the service provider at the airport and receive assistance at the meeting 
point  through  to  boarding  the  aircraft,  as  well  as  from  the  aircraft  seat  through  to  the  arrival 
meeting point on the return flight.  
Assistance  is  adapted  to  the  passenger’s  degree  of  mobility.  At  boarding  time,  PRMs  embark 
before the other passengers with assistance tailored to their needs, while their mobility equipment 
is  placed  in  the  baggage  hold  for  the  flight.  Recognised  assistance  dogs  are  of  course  accepted 
and may accompany PRMs in the cabin (however, prior notification is also required). 
Effectiveness/Impact 
Good feedback, particularly cost effective. 
Transferability 
Should already be implemented at most airports. 
Compliance & Innovation 
Service  offering  voluntary  assistance  that  goes  beyond  the  specific  requirements  of  Regulation 
(EC) No 1107/2016. Still, of limited innovation. 

Greece: Holistic airport accessibility services in Athens 

 Title of Good Practice 
Holistic airport accessibility services in Athens  
Organisation/Operator 
Athens International Airport S.A. (AIA) 
Country 
Greece 
Category 
All (Pre- and during-journey) 
Transport mode 
Air transport 
Reference 
https://www.aia.gr/el/traveler/travellers-info/special-assistance   
Description of good practice 
The  airport  has  an  accessible  website  to  provide  information  (according  to  WCAG  2.0 
guidelines),  with  the  possibility  of  a  screen  reader  for  persons  with  visual  disabilities,  while 
trained  call  centre  staff  answer  passengers’  queries,  with  input  from  airlines,  PRM  contractors 
and handling companies. Furthermore: 

  There is a  dedicated reception lounge  available for persons with  a disability and/or reduced 

mobility and their escorts. 

  Brochure with information for assistance services in Braille. 

  Brochure  related  to  information  for  assistance  services  in  high  contrast  format  and  in  large 

letters. 

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  E-check in kiosks are accessible to wheelchair users. 

  Annual survey to assess assistance services to passengers & airlines. 

  Floor  guidance  for  blind  people,  placed  at  the  temporary  parking  spaces  in  front  of  the 

entrances of the departure lounge. 

  Elevators with big cabins (at all levels) for wheelchairs users. 

  Braille lettering on the buttons for the floors.  

  High visibility strobe lights, in case of an emergency.  

  Wheelchair ramps at all sidewalks.  

  Telephone devices at a low height as well as text phones for those with hearing problems. 

  Water coolers at a low height. 

  Toilets  for  persons  with  a  disability  (per  gender),  with  contrasting  colours  for  people  with 

eyesight problems. 

  Dedicated  parking  spaces 

in 

front  of 

the  main 

terminal 

for 

fast  and  easy 

embarkation/disembarkation of PRMs.  

  Dedicated parking spaces in all parking areas at the airport. 

Additionally, at Athens Airport a new program has been launched involving air travel simulation 
for children with autism, in order  to  help desensitise  them  on  arrival  at the airport and on  the 
airplane.  In  order  to  achieve  this  desensitisation,  a  systematic  program  of  education  and 
familiarisation  with  procedures  preceding  air  travel  is  followed,  with  children,  parents  and 
therapists ending up in a  real aircraft. The "Boarding Pass in Autism" educational program was 
created  by  the  Onassis  Foundation,  with  the  collaboration  of  AIA  (PPP  –  Public-Private 
Partnership - scheme). 
Effectiveness/Impact 
Good  feedback  received  from  passengers,  cost  effective.  The  central  info  office  for  PRMs  is 
especially cost effective since the airport can manage assistance requests in a more coordinated 
manner. 
Transferability 
Inclusive approach to all travel tasks and all PRM groups. Central coordination of all stakeholders 
and PPP schemes for service development. 
Compliance & Innovation 
All-inclusive implementation that goes beyond the minimum requirements of Regulation (EC) No 
1107/2006 and sets the standard for the future. 

Ireland: Airport accessibility above standard 

Title of Good Practice 
Airport accessibility above standards 
Organisation/Operator 
Dublin Airport 
Country 
Ireland 
Category 
Premises, procedures, people 
Transport mode 
Air transport   
Reference 
http://www.edf-feph.org/newsroom/news/dublin-airport-wins-accessible-airport-awards-2016  
Description of good practice 
Dublin Airport is considered to excel in accessibility features and facilities, including separate relief 
areas  for guide  dogs,  fully  accessible retail  and  catering areas, adult changing rooms, as  well as 
service  level  agreements  for  assistance  that  exceed  the  standards  of  ECAC  Doc  30,  a  guidance 
document by the European Civil Aviation Conference. 
Dublin airport received the Accessible Airport Award for 2016. 

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Effectiveness/Impact 
The  level  of  service,  as  described  directly  by  persons  with  reduced  mobility  travelling  through 
Dublin Airport, was consistently highly satisfying. 
Transferability 
Major transport hub accessibility that goes beyond the standards in terms of ITS, training, physical 
accessibility and support services. 
Compliance & Innovation 

Complies with Regulation (EC) No 1107/2006, but exceeds it in terms of rest and  recreation area 
accessibility. 

Ireland: Special Assistance 

Title of Good Practice 
Special Assistance 
Organisation/Operator 
Ryanair DAC 
Country 
Ireland 
Category 
All 
Transport mode 
Air transport 
Reference 
https://www.ryanair.com/gb/en/useful-info/help-centre/terms-and-
conditions/termsandconditionsar_1493441328 
Description of good practice 
Assistance  is provided through  the  booking centres as of the beginning of Ryanair operations, at 
all  the  airports.  This  is  done  voluntarily,  as  part  of  the  company’s  customer  service  initiative. 
Contractual agreements are in place with ground handling agents. 
In the past, customers pre-booked assistance by telephone or at the airport on the day of travel. 
Today,  customers  can  pre-book  assistance  on  the  website,  via  the  chat  form,  or  the  dedicated 
special  assistance  hotline.  On  the  day  of  travel,  for  non-pre  booked  customers,  all  reasonable 
efforts are made to facilitate customer special assistance requests. 
Effectiveness/Impact 
Good interaction and feedback from customers and NEBs and PRM or disability organisations 
Transferability 
They  are  not  opposed  to  the  idea  of  cooperation  in  the  future  to  share  best  practices.  Keen  to 
share ideas through a European forum of transport operators. 
Compliance & Innovation 
Ryanair  makes  it  easier  for  its  customers  to  book  assistance  and  to  provide  the  assistance 
required, going beyond the minimum requirements of Regulation (EC) No 1107/2006. 

Italy: Reserved parking spaces and access for visually impaired and wheelchair passengers 

Title of Good Practice 
Reserved parking spaces and access for visually impaired and wheelchair passengers 
Organisation/Operator 
Naples Airport authority 
Country 
Italy 
Category 
All 
Transport mode 
Air transport 
Reference 

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www.aeroportodinapoli.it  
Description of good practice 
In  2002,  reserved  parking  spaces  and  routes  were  assigned  to  the  terminal  (voluntary  initiative, 
since  the  EU  legislation  on  PRM  rights  in  air  transport  was  implemented  only  in  2006).  It  was 
privately financed by the airport authority.  
The  practice  has  been  an  example  of  good  practice  thanks  to  cooperation  with  associations  of 
people with disabilities, such as FISH – the Italian Federation for Overcoming Handicaps – and also 
with coach and taxi companies. 
Effectiveness/Impact 
Good feedback from users through face-to-face interviews. 
Transferability 
A one-time effort to collect and present the information that may help PRM accessibility greatly  – 
provided that the infrastructure is indeed available. 
Compliance & Innovation 
Services complementary to Regulation (EC) No 1107/2006 requirements.  

Italy: Special opportunities for people with Asperger syndrome/autism 

Title of Good Practice 
Special opportunities for people with Asperger syndrome/autism 
Organisation/Operator 
Enac Ente Nazionale Per L'Aviazione Civile 
Country 
Italy 
Category 
Procedures 
Transport mode 
Air transport 
Reference 
www.enac.gov.it  
http://www.enac.gov.it/I_Diritti_dei_Passeggeri/Passeggeri_con_disabilit-13-_o_a_mobilit-13-
_ridotta/Autismo_-_In_viaggio_attraverso_l%27aeroporto/index.html  
Description of good practice 
People affected by Asperger syndrome can enjoy a "social story" of the airport, watching a short 
movie  or  a  series  of  pictures  covering  the  arrival,  entering,  check-in,  security  checks,  and 
customs  etc.  A  visit  of  the  infrastructure  can  be  organised  prior  to  the  journey.  Some  airport 
management body employers have been trained in accordance with local associations. 
ENAC,  as  NEB  for  Regulation  (EC)  No  1107/2006,  has  designed  and  launched  different  projects 
such  as  an  app  in  4  languages,  a  dedicated  leaflet  to  inform  PRMs  how  to  book  their  special 
assistance  in  advance  and  the  project  "Autismo  -  In  viaggio  attraverso  l'aeroporto"  (Autism  – 
Travelling through the airport).  
Effectiveness/Impact 
Good feedback. 
Transferability 
To rail and ferry terminals. 
Compliance & Innovation 
Aid  to  apply  Regulation  (EC)  No  1107/2006  for  specific  PRM  groups,  going  beyond  minimum 
compliance by providing dedicated services to people with Asperger syndrome. 

Latvia: Special services for passengers with special needs 

Title of Good Practice 
Special services for passengers with special needs 
Organisation/Operator 
Riga International airport Ground Handling 
Country 

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Latvia 
Category 
All (Pre- and post-journey) 
Transport mode 
Air transport 
Reference 
http://riga-airport.com/  
Description of good practice 
During every shift at Riga Airport a PRM handling agent is available who can communicate in sign 
language. People with hearing disabilities are currently requesting this service (sign language). It 
was implemented in 2011 by the airport’s PRM handling division. 
It  is  financed  by  a  PRM  solidarity  fund.  All  departure  passengers  pay  a  fixed  airport  tax  that 
covers  all  expenses  necessary  to  provide  PRM  services.  A  procedure  is  implemented  that  allows 
the  airport  to  provide  lost  or  damaged  mobility  equipment  for  PRM  passengers  on  a  temporary 
basis. 
Effectiveness/Impact 
Good  feedback  received,  airport/air  transport  PRM  service  is  always  announced  as  the  best  and 
most reliable practice compared to other modes of transport.  
Transferability 
The solidarity fund business model is a cost-efficient measure  to be  transferred  to several  other 
service nodes and stages. 
Compliance & Innovation 
Innovative business scheme, in using solidarity fund from all passengers’ tax for implementation 
of Regulation (EC) No 1107/2006 provisions.  

Portugal: Special assistance for passengers with reduced mobility 

Title of Good Practice 
Special assistance for passengers with reduced mobility 
Organisation/Operator 
ANA Aeroportos de Portugal 
Country 
Portugal 
Category 
All 
Transport mode 
Air transport 
Reference 
https://www.aeroportofaro.pt/en/fao/services-shopping/essential-services/reduced-mobility  
Description of good practice 
Practice was launched in 2006, and prior to that, it was an airline responsibility.  Implemented at 
all ANA airports as a response to the legal requirements of Regulation (EC)1107/2006.  
This video describes the current service.  
https://www.youtube.com/watch?v=OquQHItf9Sg&t=6s 
Passengers  with  reduced  mobility  can  use  the  MyWay  assistance  Service,  which  includes 
mechanical  mobility  facilitators,  as  well  as  skilled  professionals  who  provide  PRMs  with  full 
assistance and comfort during their trip through the airport.. 
A  few  years  ago,  ANA  also  brought  all  PRM  representatives  together  to  cooperate  on  service 
improvement. This has not been done again since then, but is planned. 
Effectiveness/Impact 
ANA received good feedback. However, due to an increase in their passenger numbers (more than 
20% in the last 3 years), they are experiencing some SLA problems. They are trying to improve 
some measures to mitigate this situation. 
Transferability 
Also willing to train. 

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Compliance & Innovation 
Good implementation of Regulation (EC) No 1107/2006. Limited innovation, but cooperation with 
PRM representatives to improve services goes beyond minimum compliance with the regulation.  

Spain: Coordinated PRM services across Spanish airports 

Title of Good Practice 
Coordinated PRM services across Spanish airports 
Organisation/Operator 
AENA 
Country 
Spain 
Category 
People (pre-journey, during-journey), Procedures (during-journey), Premises (after-journey) 
Transport mode 
Air transport 
Reference 
www.aena.es 
Description of good practice 
Since 2012, when a non-pre-notified PRM arrives at their origin airport and requests assistance, 
PRM service agents register the data in the system, and if the destination is another AENA airport, 
the  information  arrives  immediately  at  the  other  airport.  This  way  the  other  airport  has  time  to 
organise  the  attention  to  this  PRM.  Although,  there  are  times  when  the  standard  CAL  (Change 
Assistance  List)/PSM  message  does  not  come  through,  or  the  trip  is  so  short  that  the  PSM 
message arrives later than the aircraft, the time gained by doing the registration as soon as the 
PRM  arrives  at  the  airport  translates  into  time  for  the  arrival  airport  to  organise  the  real-time 
service operative. 
There  have  been  PRM  information  desks  available  at  larger  AENA  airports  since  2010,  so  PRMs 
travelling alone or those in need are accompanied by service agents who will take them to their 
boarding gate at the set time, and  help them  with  anything they might need.  In other airports, 
there  are  phones  in  the  boarding  area,  so  PRMs  who  have  a  service  disruption  can  request  the 
service if they need it. Furthermore, the AENA app contains an assistance request form, and when 
filling  it  out,  all  of  the  information  concerning  the  assistance  is  also  stored  inside  the  app. 
Passengers can look  there for standard  information too,  such as flight  information, the boarding 
gate, delays, etc.. 
Effectiveness/Impact 
Facilitates travel of PRMs between AENA airports. 
Transferability 
A common standard can be provided to other airports to expand the network, also abroad. Links 
should be made to EU regulation and translations are required. 
Compliance & Innovation 
Useful app for the optimised application of Regulation (EC) No 1107/2006 provisions. 

Sweden: Accessibility services and directives across airports 

Title of Good Practice 
Accessibility services and directives across airports 
Organisation/Operator 
Swedavia Airports 
Country 
Sweden 
Category 
People (pre-journey), Premises(during-journey),  
Transport mode 
Air transport 
Reference 

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https://www.swedavia.com/arlanda/special-needs/  
Description of good practice 
In  2016,  a  short  film  was  made  (on  a  voluntary  basis,  financed  by  the  airport’s  accessibility 
fund) describing the procedures that are in place from arrival at the airport until the passenger 
leaves the airport upon a flight’s arrival.  It  is full of  useful information in an accessible format, 
and  the  "actors"  are  all  real  passengers  and  employees.  The  short  film  is  available  on  the 
website.  You  can  easily  convey  a  lot  of  information  in  a  short  film  –  it  is  more  accessible  than 
written information. 
In  2016,  an  accessibility  manual  was  published  at  Stockholm  Arlanda  Airport  that  provides 
detailed  standards  for  building,  signage  and  other  airport  facilities.  It  gives  architects,  project 
leaders,  facility  management  and  others  a  clear  idea  of  what  is  required  and  what  is 
recommended  when  it  comes  to  building,  renovating,  upgrading,  and  maintaining  airport 
facilities.  Input  comes  from  the  consultant  firm  Funka  Nu  and  from  studying  train  stations  and 
other airports. It is a useful tool, and it is wiser financially to build correctly from the start. 
Regarding  the  after-journey  phase,  there  is  also  cooperation  with  the  Arlanda  Express  train 
Company,  which  will  call  in  and  notify  the  airport  about  arriving  passengers  who  need 
assistance. Similar cooperation exists with the long-distance train company, buses and taxis, to 
ensure seamless travel. This practice has been in place for a long time at all Swedavia airports 
on a voluntary and legally obliged basis, and it means no extra costs. 
Effectiveness/Impact 
Passengers really appreciate  the  fact that  they are  provided with assistance  all the way, which 
makes it possible for them to travel. 
Transferability 
Most airports can do this, and it is not complicated to arrange. 
Compliance & Innovation 
Seamless  assistance  before,  during  and  after  air  travel;  going  beyond  the  minimum 
requirements of Regulation (EC) No 1107/2006. 

The Netherlands: Special assistance at the airport or on board for passengers with special needs 

Title of Good Practice 
Special assistance at the airport or on board for passengers with special needs 
Organisation/Operator 
KLM Royal Dutch Airlines 
Country 
Netherlands 
Category 
Procedures (Pre-journey), Premises (During-journey), people (After-journey) 
Transport mode 
Air transport 
Reference 
https://www.klm.com/travel/nl_en/prepare_for_travel/travel_planning/physically_challenged/klm
_cares.htm 
Description of good practice 
Pre-journey:  

- Started  many  years  ago  as  a  voluntary  initiative,  followed  later  by  legislation.  Financed  by 
KLM.  There  is  a  dedicated  contact  for  passengers  with  reduced  mobility.  A  special  brochure 
with  relevant  information  is  available  on  the  website  for  PRMs.  All  information  is  easily 
accessible. 

- Input from Ieder(in) {Everyone in} that is an umbrella organisation for people with a physical 
disability,  mental  disability  or  chronic  illness.  250  organisations  are  affiliated  to  them.  This 
makes  Ieder(in)  the  largest  network  for  people  with  disabilities  in  the  Netherlands.  They 
represent the interests of more than 2 million people. 

During journey: 
Service started a long time ago, no specific date available. Certain legal requirements for specific 
flights  are  extended  to  all  flights  in  order  to  make  seamless  travel  possible.  In  addition,  the 

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service goes beyond legal requirements. It considers various service aspects, like travelling with a 
safety assistant arranged by the airline, extra luggage allowance, no liability limits for damage to 
assistive devices, instruction video for  staff on  how  to  address passengers with a disability, etc. 
Importance  of  Passenger  friendliness.  Talking  to  and  taking  advice  from  passengers  with  a 
disability as input.  
After-journey:  
The  service  has  always  been  in  place  throughout  the  company.  It  concerns  several  service 
aspects, should passengers feel the need to get in touch with KLM after their journey. 
Effectiveness/Impact 
Using input from a PRM advocacy group suggests hands-on, proactive approach is taken. 
Transferability 
They  consider  it  specific  to  KLM.  Cooperation  with  PRM  advocacy  groups  can  be  organised  at 
national level and needs no involvement of KLM.  
Compliance & Innovation 
Several attributes of the service (i.e. no liability limits for damage to assistance devices, travelling 
with  safety  assistance,  etc.),  go  beyond  the  minimum  requirements  of  Regulation  (EC)  No 
1107/2006 and are in line with the major requests of the PRM community for the amendment of 
this regulation.  

UK: Accessible tablet for inflight entertainment for vision impaired customers 

Title of Good Practice 
Accessible tablet for inflight entertainment for vision impaired customers 
Organisation/Operator 
Virgin Atlantic 
Country 
United Kingdom 
Category 
Premises, people (during-journey) 
Transport mode 
Air transport 
Reference 
https://runwaygirlnetwork.com/2017/11/28/virgin-atlantic-bluebox-provide-world-first-fleetwide-
accessible-ife/  
Description of good practice 
In 2017, Virgin Atlantic recognised that their customers with visual disabilities could not access in-
flight  entertainment  as  fully  as  people  without  sight  problems.  As  a  result,  they  worked  with  a 
charity  for  the  blind  and  technological  innovators  to  evolve  an  accessible  tablet  that  is  now 
available on board. 
More  specifically,  Virgin  Atlantic  is  using  iPads  from  software  house  Bluebox  to  offer  in-flight 
entertainment  for  passengers  with  visual  impairments  as  a  standard  provision.  Bluebox,  that 
already  provides  tablets  to  the  airline  for  service  recovery  in  case  an  embedded  IFE  (in-flight 
entertainment)  system  malfunctions,  worked  in  conjunction  with  Virgin  and  its  existing  partner, 
UK charity “The Guide Dogs for the Blind Association”,  to create a user group of individuals 
with a range of visual impairments who contributed to development and testing. The Bluebox aIFE 
(‘a’  for  ‘accessible’)  system  offers  high-contrast  text  and  a  zoom  option,  with  audio  description 
through Apple’s VoiceOver technology, already widely used by people with visual impairments. 
Effectiveness/Impact 
Great feedback from  the  press and customers.  A  very  cost-effective way of  providing  accessible 
IFE, much more cost effective than refitting every seat with new IFE equipment. 
Transferability 
Investment  in  equipment  needed,  and  likely  in  a  branded  interface  as  well,  but  content  can 
probably be provided easily. 
Compliance & Innovation 
Special  infotainment  in-flight  aid  for  vision  impaired  travellers,  beyond  any  regulation 
requirements.  

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UK: Airport awareness travel advice for parents and carers of children on the Autistic Spectrum 

Title of Good Practice 
Airport  awareness  travel  advice  for  parents  and  carers  of  children  on  the  Autistic 
Spectrum 
Organisation/Operator 
London Stansted Airport & National Autistic Society 
Country 
UK 
Category 
Procedures 
Transport mode 
Air transport   
Reference 
http://mag-umbraco-media-live.s3.amazonaws.com/1005/airport-awareness-booklet-aw2.pdf  
Description of good practice 
This “Airport awareness” booklet was developed by London Stansted airport to help parents and 
carers of children on the Autistic Spectrum understand what will happen on their journey. It is a 
good  practice  that  could  easily  be  used  in  other  airports  to  facilitate  passengers’  journeys,  as 
airports can be stressful and sometimes difficult to navigate.  
The booklet contains photographs of objects, displays and people that can be met at the airport, 
as  well  as  short,  clear  explanations.  There  are  also  games  and  checklists  for  children  to  tick  off 
what they have seen or heard during their journey through the airport. 
Effectiveness/Impact 
No further information on its use is available. 
Transferability 
Initiative  to  facilitate  travel  for  PRMs  with  cognitive  disabilities,  which  could  be  transferred  to 
other transport modes.  
Compliance & Innovation 

Complies with Regulation (EC) No 1107/2006, but with awareness and training activities targeting 
a specific PRM group (children with autism and their families). 

UK: Dedicated special assistance department 

Title of Good Practice 
Dedicated special assistance department 
Organisation/Operator 
Virgin Atlantic 
Country 
United Kingdom 
Category 
Procedures(Pre-journey) 
Transport mode 
Air transport 
Reference 
https://www.virginatlantic.com/gb/en/travel-information/special-flight-requirements.html   
https://www.virgin.com/careers/how-virgin-atlantic-looks-after-disabled-customers  
Description of good practice 
The  Special  Assistance  department  was  initiated  over  25  years  ago,  and  although  the  Special 
Assistance team is based in the UK, it takes calls/E-mails from global locations and is dedicated to 
assisting customers with disabilities. They receive specialist training and are not engaged in any 
ancillary upselling. 
Moreover, free-rig visits launched 5 years ago and are arranged at The Base in Crawley. Rig visits 
are offered to any customer with a disability who is concerned about their ability to take a flight. 
They  receive  dedicated  time  in  a  mock  aircraft  and  a  full  report  is  devised  of  any  adjustments 

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necessary to enable them to travel as safely and comfortably as possible. 
The accessible website was developed a year ago and is available globally. 
Every initiative is consulted with specialists/users of the specific area. 
Effectiveness/Impact 
Virgin  Atlantic  is  renowned  in  the  aviation  industry  for  providing  the  best  practices  to  their 
customers with disabilities. 
YouTube footage about the rig visits went viral.  
Customer feedback is extremely positive. 
Transferability 
Limited to the company, but this concept could be adopted by other airlines.  
Compliance & Innovation 
Specific  expertise  for  optimal  application  of  Regulation  (EC)  No  1107/2006  requirements  and 
handling  of  irregularities  and  customer  feedback.  Use  of  simulation  for  improving  customer 
experience.  

UK: Disability assistance 

Title of Good Practice 
Disability assistance 
Organisation/Operator 
British Airways 
Country 
United Kingdom 
Category 
All 
Transport mode 
Air transport 
Reference 
https://www.britishairways.com/en-gb/information/disability-assistance/assistance-available 
Description of good practice 
For a long time, BA  has offered  pre-booking and  special facilities for customers with disabilities, 
before  travel,  during  check-in,  during  their  flight,  and  on  arrival.  Interactive  feedback  from 
customers, partners and work colleagues.  
A range of services are available, such as the following: 
  assistance or an escort to and from the aircraft; 
  help with stairs where necessary; 
 
  assistance  to  find  their  seat  and  familiarise  PRM  passengers  with  the  seat  and  surrounding 

transport for wheelchairs and mobility aids; 

area 

  store and retrieve any hand baggage 
  move between the seat and the washroom 
  open any packaging of their on-board meal, identify their food and lay out on the tray 

Moreover, essential flight information is provided. On flights to/from the US, flight information is 
provided in a way that meets PRMs needs. 
British  Airways  also  liaises  with  the  Business  Disability  Forum  (BDF)  and  HAAG,  as  well  as  with 
other  airlines,  worldwide.  Assistance  is  provided  on-board  the  aircraft  to  all  special  needs 
customers as a full assistance service from the aircraft all the way to the car park or public modes 
of transport (bus/train). Feedback can be given via the website or the customer can speak to a BA 
representative. 
Effectiveness/Impact 
Assistance  from  the  moment  of  arrival  at  the  airport  at  origin  to  the  moment  of  departure  at 
destination  makes  travel  worry-free  for  PRMs,  also  outside  the  EU.  This  kind  of  service  can  be 
complementary to assistance provided by airports.  
Transferability 
Willing to train: subject to BA corporate approval.  
Compliance & Innovation 
Accessibility assistance across the multimodal chain from/to the airport included. 

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UK: Passenger surveys 

Title of Good Practice 
Passenger surveys 
Organisation/Operator 
Gatwick Airport Limited 
Country 
United Kingdom 
Category 
Procedures, People 
Transport mode 
Air transport 
Reference 
https://www.gatwickairport.com/ 
Description of good practice 
Original  concept  put  into  practice  several  years  ago,  but  comprehensively  expanded  in  October 
2017. 
Passenger  surveys:  the  existing  survey  covered  arrival  at  the  airport  up  until  the  passenger 
entered  the  International  Departures  Lounge.  This  has  now  been  greatly  expanded  to  cover  the 
entire journey outbound (including access to the aircraft) and the entire inbound route, including 
onward travel. 
In October, a dedicated hidden disability survey was also launched (also optional). Passengers are 
asked if they are willing to share what their disability is in order to help shape the strategy going 
forward, as well of details regarding their age, and their feedback regarding interaction with staff 
at all the touch points along the route.  
Effectiveness/Impact 
A return rate of around 65% and passengers are sharing their disability details. 
“We  believe the  only way  to  improve  our service  in  the best possible way is to gather feedback 
from the members of the public who require Special Assistance or who have a hidden disability – 
they are our expert users. Utilising their feedback helps to shape our future strategy.” 
Transferability 
Feedback is an important tool  to  validate and improve the services  offered to PRM. The process 
can  be  standardised.  The  main  requirement  is  setting  up  analytical  procedures  and  dedicating 
staff to operationalise feedback for a better service. 
Compliance & Innovation 
Service adaptation to hidden disabilities. 

UK: Reputation-driven enforcement 

Title of Good Practice 
Reputation-driven enforcement 
Organisation/Operator 
UK Civil Aviation Authority (UK CAA) 
Country 
UK 
Category 
Procedures 
Transport mode 
Air transport   
Reference 
http://publicapps.caa.co.uk/docs/33/CAP1438_AUG16.pdf  
http://publicapps.caa.co.uk/docs/33/CAP1577_Airport_Accessibility_Report_FINAL.pdf  
http://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32006R1107&from=EN  
Description of good practice 
Although  Article  14  of  Regulation  (EC)  1107/2006  assigns  Member  States  the  task  of  creating 
rules on penalties to be imposed in the event of a breach of the Regulation and for taking all the 

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necessary  measures  to  enforce  these  rules,  the  actual  enforcement  of  the  Regulation  through 
sanctions is extremely rare since its entry into force.  
There is a significant number of complaints to airports and airlines regarding PRM assistance but 
issues such as cost and the complexity of the enforcement process, are the primary causes of the 
lack of other enforcement examples, with some exceptions of course, such as the fine issued by 
the Spanish NEB AESA against the Spanish air carrier Air Europa. 
According to Article 9 of the Regulation, all airports whose annual passenger traffic is greater than 
150,000 passengers must compile  and  publish Quality Standards  of assistance. In 2016, the UK 
Civil Aviation Authority  began  publishing the  yearly  report  of airport Quality Standards  of all UK 
airports. Data allows the NEB to rank airports as Very Good, Good, Taking Steps, and Poor.  
Effectiveness/Impact 
The  first  yearly  report  (2016)  gained  public  awareness  as  all  mainstream  media  discussed  it  at 
length.  Edinburgh  Airport,  the  only  one  rated  as  “Poor”  in  the  report,  took  immediate  action  to 
improve the quality of assistance offered to passengers with mobility restrictions. 
The  second  report,  published  in  2017,  had  a  bigger  impact  as  two  major  airports,  Manchester, 
and London Heathrow, were rated as “Poor”. Both airports immediately took steps to significantly 
improve the quality of PRM services. 
Transferability 
The  UK  CAA  report  is  the  first  Europe-wide  example  of  reputation-driven  enforcement,  and  the 
most effective unconventional enforcement action to date across all 28 Member States. 
Compliance & Innovation 

In  compliance  with  Regulation  (EC)  No  1107/2006,  but  with  an  enhanced  enforcement  and 
feedback mechanism.  

UK: Separate security lane is available for families and special assistance passengers 

Title of Good Practice 
Separate security lane is available for families and Special Assistance passengers 
Organisation/Operator 
Gatwick Airport Limited 
Country 
United Kingdom 
Category 
All 
Transport mode 
Air transport 
Reference 
https://www.gatwickairport.com/ 
https://www.gatwickairport.com/at-the-airport/passenger-services/children/  
Description of good practice 
Since  2010,  a  separate  security  lane  has  been  available  for  families  and  Special  Assistance 
passengers – the Family and Assistance Lane. The idea was to give these passengers more time 
to  prepare  for  security,  in  an  environment  where  staff  are  dedicated  to  these  passengers  and 
aware of some of the challenges they face. 
Effectiveness/Impact 
Dedicating  a  lane  to  families  and  Special  Assistance  passengers  gives  them  a  less  stressful 
environment in which to prepare for security. The staff working in the lane are able to take more 
time  to  assist  the  passengers  in  a  more  relaxed  environment.  This  has  also  had  the  effect  of 
making  security  more  efficient  for  other  passengers,  as  they  are  not  being  held  up  behind 
passengers who require more time and assistance. 
Transferability 
This  initiative  was  rapidly  picked  up  on  by  other  large  UK  airports.  May  be  more  difficult  to 
implement in smaller airports with limited space in the security check area. 
Compliance & Innovation 
Further services for PRM at airports, beyond Regulation (EC) No 1107/2006 provisions. Still, such 

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services are to be found in several more airports nowadays, thus, limited innovation.  

UK (and USA): Support to passengers with Hidden Disabilities 

Title of Good Practice 
Support to passengers with Hidden Disabilities  
Organisation/Operator 
Civil Aviation authorities and some airports in UK and USA. 
Country 
UK, USA 
Category 
Procedures 
Transport mode 
Air transport   
Reference 
http://www.dailymail.co.uk/news/article-2320202/Grandmother-dementia-Victoria-Kong-missing-
arriving-flight-DC-Barbados.html 
http://www.reducedmobility.eu/20150826643/TheNews/american-airlines-sued-for-losing-
dementia-sufferer  
https://publicapps.caa.co.uk/docs/33/CAP%201411%20DEC16.pdf  
https://www.lawa.org/newsContent.aspx?ID=2003  
https://www.gatwickairport.com/at-the-airport/passenger-services/special-assistance/hidden-
disabilities/  
Description of good practice 
Today, increasingly more people with hidden conditions travel by air. And although over the years 
air travel has become more accessible, nowadays it also has to deal with the issue of passengers 
with  hidden  disabilities.  For  example,  airports  across  Europe  have  reported  cases  of  dementia 
sufferers wandering off, as well as passengers with Autism experiencing outbursts because airport 
staff do not handle them in accordance with existing training protocols. 
In 2015, Los Angeles World Airport (LAWA) launched the first programme of self-identification for 
people with autism. LAWA’s  self-identification program allows persons  with autism to  share that 
they have an intellectual disability by wearing a specially designed sticker. 
There  are  airports  in  USA  where  parents  of  children  on  the  autism  spectrum  can  take  their 
children to get familiar with the surroundings and procedures in the airport before travelling. For 
example,  Virgin  Atlantic  has  a  similar  familiarisation  programme.  These  customer-centred 
approaches  make  a  significant  contribution  to  improving  services  for  passengers  with  invisible 
conditions and should be replicated elsewhere. 
In 2016, London Gatwick airport was first in Europe to launch the Lanyard Programme. Available 
on  a  voluntary  basis,  the  lanyard  allows  self-identification  at  critical  touch  points  (security, 
immigration, customs). Staff, security personnel and border officers are trained to recognise the 
lanyard and handle passengers accordingly. To date, Gatwick airport has distributed in excess of 
8,000  lanyards.  Also  in  2016,  the  UK  Civil  Aviation  Authority  published  guidance  for  airports  on 
assisting  passengers  with  hidden  disabilities.  First  of  its  kind  in  Europe,  the  CAA’s  guidance 
contains  best  practice  examples  and  useful  advice  for  operators.  The  CAA’s  document  also 
recommends  that  operators  adopt  the  “option  to  identify  themselves  as  needing  assistance 
through wearing a suitably designed lanyard, bracelet, or similar.” Finally, Manchester Airport has 
produced an Autism information booklet and Guide for passengers.  
Effectiveness/Impact 
In 2013, dementia sufferer Victoria Kong wandered off from Ronald Reagan Airport in Washington 
DC  after  becoming  disoriented.  The  83-year-old  woman  was  found  dead  three  days  later.  In 
2015, 53-year-old dementia sufferer Josaphat Dupuy wandered out of La Guardia airport in New 
York. He was found one day after disappearing, 40 kilometres away from the airport. 
Although Europe has not seen major incidents to date, as more and more passengers with hidden 
disabilities travel by all modes, such incidents may thus be avoided. 
Transferability 

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Hidden and cognitive disability needs should not be forgotten and such efforts and initiatives can 
be easily transferred to all transport modes. 
Compliance & Innovation 

Applying  the  Regulation  (EC)  No  1107/2006  to  travellers  with  hidden  disabilities;  where 
procedures and solutions are bot well defined nor universally applied so far. 

Maritime Transport 

Denmark: Standards on the accessibility of passenger in ships and ferry terminals 

Title of Good Practice 
Standards on the accessibility of passengers in ships and ferry terminals 
Organisation/Operator 
Statens Byggeforskningsinstitut (SBi) (Danish Building Research Institute) 
Country 
Denmark 
Category 
Procedures, Premises 
Transport mode 
Maritime transport 
Reference 
http://www.en.match.aau.dk/internal-matchmakers-department-
profiles/Danish+Building+Research+Institute+%28SBi%29/ 
https://www.danishshipping.dk/en  
Description of good practice 
Two local standards promote maritime terminal accessibility, namely the following: 
1.  Bredmose,  Annette:  Rederiernes  standard  for  tilgængelighed  på  passagerskibe. 
[Shipping  companies’  standard  on  the  accessibility  of  passenger  ships].  SBi  2014: 
17, 2. Edition.  

This Danish-language standard provides an overview of how passenger ships can be configured so 
that they are accessible for all, regardless of disability. Following the  checklists ensures that you 
comply  with  applicable  requirements  such  as  those  stipulated  by  the  Danish  Maritime  Authority 
https://www.dma.dk/Sider/default.aspx and IMO (International Maritime Organisation), standards 
and  guidelines  for  passenger  rights  and  equal  accessibility.  The  checklists  primarily  address 
shipping companies and are intended for new constructions, but can also be used for conversions.   
2.  Bredmose,  Annette  &  Ginnerup,  Søren:  Rederiernes  standard  for  tilgængelighed  i 
færgeterminaler.  [Shipping  companies’  standard  on  the  accessibility  of  ferry 
terminals]. SBi 2014: 18. 

This Danish-language standard based on EU Passenger Rights legislation provides an overview of 
how ferry terminals can be configured so that they are accessible for all, regardless of disability. 
The standard consists of a number of checklists following the passenger's route from arrival at the 
ferry  terminal  to  the  ship  and  covers  terminal  buildings  and  the  associated  outdoor  areas 
stipulated by the requirements of the Danish Building Regulations and, importantly, goes beyond 
the legal requirements. The checklists review the conditions that should be noted both in the early 
planning phase and in later planning phases. The checklists are aimed at shipping companies and 
can be used for both new constructions and conversions/extensions.   
The two abovementioned standards were developed in cooperation with Danish Shipping. 
Effectiveness/Impact 
Well-designed  industry  standards  (validated  with  PRM  organisations)  that  go  beyond  minimum 
legal requirements are an easy-access source for all market players. 
Transferability 
Relevant standards should be adopted by more Member States and regions. 
Compliance & Innovation 
National  guide  on  Regulation  (EU)  No  1177/2010  application  that  goes  beyond  the  regulation 

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requirements.  

Finland: Special assistance for passengers with reduced mobility 

Title of Good Practice 
Special assistance for passengers with reduced mobility 
Organisation/Operator 
Port of Helsinki Ltd 
Country 
Finland 
Category 
Premises, Procedures (Pre-journey) 
Transport mode 
Maritime transport 
Reference 
http://www.portofhelsinki.fi/en/passengers/passengers-requiring-assistance  
Description of good practice 
Started around 2001 in the passenger terminals at the Port of Helsinki on a voluntary basis, and 
carried on after 18.12.2012 in accordance with Regulation (EU) No (1177/2010). 
Among  other  services  and  operational  costs,  it  was financed  by  the  general  passenger  fee  (that 
ferry operators’ pay, not passengers). 
In  2001  in  the  terminals  there  were  pick-up  points/manned  info  counters  and/or  phone  lines 
where customers were able to ask for assistance. No pre-booking was available, but the staff did 
their best to assist the passengers with reduced mobility between the terminal and ship.  
After  18.12.2012,  the  assistance  was  provided  in  a  more  organised  way,  according  to  EU  law. 
Passengers with reduced mobility and disability were able to notify their needs when booking the 
journey/or  at  the  latest  48  hours  before  the  journey,  or  when  they  present  themselves  at  the 
pick-up  point.  The  notification  is  then  transferred  to  the  terminal  staff.  This  is  maybe  the  most 
essential change between the past and the present to provide assistance. 
Input  from  The  Finnish  Association  of  People  with  Physical  Disabilities  and  from  all  the  ferry 
companies  that  had  departures  in  regular  liner  traffic  from  the  passenger  terminals,  as  well  as 
from the Finnish Transport Safety Agency. 
Effectiveness/Impact 
Good feedback from passengers with reduced mobility and disabled persons. 
Transferability 
More of an intention than an actual procedure, some training (practical or desk-based) in dealing 
with PRM needs is recommended. 
Compliance & Innovation 
Exemplary application of Regulation (EU) No 1177/2010. No major innovation. 

Italy: Accessible waterbuses in Venice 

Title of Good Practice 
Accessible waterbuses in Venice 
Organisation/Operator 
ACTV 
Country 
Italy 
Category 
Premises 
Transport mode 
Maritime transport  
Reference 
https://esteast.unep.ch/good-practices/italy/introduction-of-low-impact-access-for-all-
waterbuses-in-venice/  
Description of good practice 

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While  maritime  transport  (i.e.  waterbuses)  constitutes  a  crucial  part  of  the  public  transport 
system in Venice, in the past accessibility to this public system was not provided for persons with 
restricted mobility. 
To  deal  with  this  issue,  a  project  for  the  construction  of  20  new  accessible  waterbuses  was 
approved  in  2004,  and  by  the  end  of  2006  the  public  transport  provider  ACTV  (Azienda 
Consorziale Trasporti Venezia) was already operating 15 waterbuses. These new boats offer PRM 
inhabitants  of  Murano  Island  the  chance  to  arrive  at  the  bus  terminal  and  reach  the  mainland 
without changing boats.  
The shipyards and RINA (Registro Italiano Navale), a company for the  classification of merchant 
ships,  supervised  the  construction  of  the  waterbuses  and  official  tests  were  conducted  to 
guarantee  a  high  standard  for  PRM  users.  The  waterbuses’  impact  on  the  physical  environment 
was also successfully reduced by adapting their hulls in order to reduce superficial wave action. 
The project was financed within the framework of the CIVITAS programme. 
Effectiveness/Impact 
50%  reduction  of  travel  time  for  PRMs  from  Murano  Island  to  the  mainland  and  significant 
enhancement of comfort. 
Transferability 
At a cost, but a model for inland maritime accessibility, especially for city transport.  

Compliance & Innovation 

Goes  beyond  the  minimum  requirements  Regulations  (EU)  No  0816/2008  and  1177/2010  on 
inland waterways excursions accessibility.   

USA: Special booking services for guests with special needs 

Title of Good Practice 
Special booking services for guests with special needs 
Organisation/Operator 
MSC Cruises 
Country 
USA 
Category 
All (pre-journey, during-journey) 
Transport mode 
Maritime transport 
Reference 
https://www.msccruisesusa.com/en-us/Manage-Your-Booking/Special-Needs.aspx  
Description of good practice 
These  practices  go  back  to  the  establishment  of  MSC  Cruises  in  2003.  They  have  a 
comprehensive  program  to  educate  guests  about  what  is  available,  incorporate  accessibility 
design  features  on  board  and  in  terminals,  train  their  staff,  and  put  appropriate  operational 
procedures  in  place.  They  have  implemented  common-sense  approaches  that  form  a  good 
business  practice,  because  it  makes  the  cruise  offerings  accessible  to  a  wider  range  of 
potential guests and their companions.  
This  program  was  principally  developed  in-house,  but  was  based  upon  their  years  of 
experience  and  significant  guest  input  over  time.  Input  from  shore  excursion  providers, 
including boat and coach operators was also used. 
Effectiveness/Impact 
Formalised procedures built from experience. 
Transferability 
Formalised EU procedures are already in place. 
Compliance & Innovation 
Cruise  lines  infomobility  accessibility  services,  going  beyond  Regulation  (EU)  No  1177/2010 
requirements. 

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Rail Transport 

Czech Republic: Artificial guide lines at subway stations 

Title of Good Practice 
Artificial guide lines at subway stations 
Organisation/Operator 
Czech  Blind  United  (in  Czech,  Sjednocená  organizace  nevidomých  a  slabozrakých  ČR, 
shortened as SONS) 
Country 
Czech Republic 
Category 
Premises 
Transport mode 
Rail transport 
Reference 
http://www.sons.cz/ 
Description of good practice 
All  metro  station  halls  in  Prague  cover  a  rather  large  area  (100  metres  in  length,  varying 
width). In cases where natural guide lines (for example pillars that are close enough together) 
were  missing,  artificial  guide  lines  were  introduced  to  enable  safe  mobility  through  the 
station. The only other option before that would have been to follow the warning strip that lay 
close to the platform edge, or when there were no warning strips, to follow the edge (which is 
not  only  unsafe,  but  also  forbidden).  Ordinary  warning  strips  separate  safe  zones  from 
dangerous  ones,  and  are  made  of  tactile  tiles  with  protruding  domes,  which  are  clearly 
distinguishable not only by white cane, but in most cases even with tread. The warning strips 
are sometimes complemented by rough strips with no protruding domes, yet their surface is 
very  different  –  this  could  be  described  as  a  smooth  versus  a  rough  surface  (easily 
distinguishable both by white cane and tread).  
The guide lines use neither of these two features. Instead, each line is made of 3 continuous 
parallel shallow grooves and most often there are two such lines, one for each platform edge. 
The  guide  lines  lead  from  the  staircase  or  escalator  from  one  end  to  another  and  the 
passenger following them is sure not to get close to the platform edge and fall into the track. 
An  important  feature  in  the  middle  of  the  hall  is  indicated  by  a  rather  short  break  in  an 
otherwise  perfectly  continuous  line  (an  exit  staircase  for  example).To  demonstrate  the 
accuracy of the drilling, one can even follow the line by inserting the tip of the white cane into 
the groove and gliding it forward, which is an unexpected way of using it (the recommended 
way is to slide across the grooves from left to right and right to left, so the white cane safely 
detects any nearby standing fellow passengers). 
Effectiveness/Impact 
It improves safety on the platform and may even serve as awareness raising aid. 
Transferability 
Cheap and likely easy. 
Compliance & Innovation 
Aid to enhance urban PT (metro) accessibility and safety. 

Czech Republic: Accessible rail info tables on the web and in a mobile app 

Title of Good Practice 
Accessible rail info tables on the web and in a mobile app 
Organisation/Operator 
Czech  Blind  United  (in  Czech  Sjednocená  organizace  nevidomých  a  slabozrakých  ČR, 
shortened as SONS) 
Country 
Czech Republic 
Category 

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Premises, procedures 
Transport mode 
Rail transport 
Reference 
http://www.sons.cz/ 
http://provoz.szdc.cz/tabule/DefaultBlind.aspx?lang=en 
http://tabule.idos.cz/Lang/?l=E 
Description of good practice 
Physical arrival and departure tables at train stations have their virtual mirrors on the net as 
well  as  within  an  accessible  app  (Na  Vlak),  available  both  for  iOS  and  Android  platforms. 
Although  the  current  train  is  announced  before  its  departure  by  loudspeaker  as  well,  a 
passenger with impaired sight might not have enough time to get to the proper platform (not 
to mention the possibility of mishearing at noisy stations). The information is updated every 
30  seconds  and  tells  the  user  the  train  number,  destination,  time,  possible  delay  and  the 
platform. 
Thus, tables of departures are being equipped with loudspeakers and voice output. The same 
information  which  is  displayed  for  the  general  public  is  also  read  out  by  synthetic  voice  on 
demand after  button No.  6  of  the  transmitter  for the blind  has  been  pressed.  Larger tables, 
with  more  than  4  rows,  are  equipped  with  flow  control  (repeat  or  skip)  to  speed  up  the 
reading. Such tables are typically mounted in train station halls, bus terminals, but can also 
be seen at city public transport stops (trams or buses). The loudness is set appropriately so 
that it corresponds to the background noise of the environment.  
Effectiveness/Impact 
Accessible app and voice on-demand info in infrastructure to enhance service accessibility. 
Transferability 
Accessibility  of  service  may  be  cost-efficiently  enhanced  by  personalised  services  via  a 
personal website for travellers and/or special functions in the PT infrastructure. 
Compliance & Innovation 
App  for  the  optimised  application  of  Regulation  (EU)  No  454/2011  for  visually  impaired 
travellers. 

Czech Republic: Buying ticket from the conductor with no surcharge 

Title of Good Practice 
Buying ticket from the conductor with no surcharge 
Organisation/Operator 
Czech  Blind  United  (in  Czech  Sjednocená  organizace  nevidomých  a  slabozrakých  ČR, 
shortened as SONS) 
Country 
Czech Republic 
Category 
Procedures, people 
Transport mode 
Rail transport 
Reference 
http://www.sons.cz/ 
Description of good practice 
České dráhy (Czech Railways), the Czech national rail transporter, expects the passengers to 
buy  their  tickets  in  advance  either  in  a  train  station  ticket  office  or  over  the  internet  (+few 
ticket machines). If a passenger does not have a valid ticket, they are subject to a fine, which 
can  be  avoided  by  proactively  looking  for  the  conductor  and  asking  them  for  the  ticket.  In 
such a case, the surcharge is only CZK 40 (about €1.5) or CZK 0 in the event the ticket office 
was  closed,  compared  to the  fine  of  CZK  400  to  1000  (about  €15  to  €40).  Blind  people  are 
obviously not expected to proactively look for the conductor and they do not have to pay the 
surcharge. 

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Effectiveness/Impact 
It is a helpful step towards making travelling by train easier, as sometimes it is tricky to find 
the  ticket  office.  It  is  not  meant  as  a  replacement  for  electronic  purchase,  which  should 
always be accessible (but is not always). 
Transferability 
Easy in practice if procedures are put in place. 
Compliance & Innovation 
Positive discrimination and relaxation of enforcement for blind travellers.  

Czech Republic: Free pre-journey SMS (and other bonuses for online payment) 

Title of Good Practice 
Free pre-journey text message (and other bonuses for online payment) 
Organisation/Operator 
Czech Blind United (in Czech, Sjednocená organizace nevidomých a slabozrakých ČR, shortened 
as SONS) 
Country 
Czech Republic 
Category 
Procedures 
Transport mode 
Rail transport 
Reference 
http://www.sons.cz/ 
Description of good practice 
To  offload  the  ticket  offices  and  increase  the  number  of  tickets  bought  online,  České  dráhy 
(Czech  Railways)  promotes  online  purchase  by  various  means.  One  rather  helpful  tool  is  an 
informative text message for specific trains with user-predefined time offset. When the offset is 
reached,  the  transporter  sends  the  user  text  message  with  the  current  train  position,  info  on 
possible delay at that moment, as well as on reconstructions, closures and other issues that may 
influence future delay. All the text messages are free of charge.  
If  the  ticket  and  reservation  is  made  online,  it  is  also  free  of  charge.  Last,  but  not  least,  the 
ticket  bought  online  may  not  only  be  printed  on  paper  by  ordinary  printer,  but  it  may  also  be 
presented to the conductor directly on a phone or laptop display, by spelling out a 6-character 
code  (which  is  a  part  of  the  PDF,  but  can  be  sent  via  text  message  as  well),  by  presenting  a 
received  2D  picture  code  on  the  display  or  lastly,  by  presenting  a  customer  card  that  was 
entered  during  the  online  purchase.  Except  for  printed  ticket,  all  of  the  abovementioned 
methods are quite easily accessible. 
Effectiveness/Impact 
New value for free. The informative text message is especially valuable for estimating the delay; 
the  reserved  seat  is  a  nice  extra  bonus,  although  the  visually  impaired  must  ask  the  staff  or 
fellow passengers for assistance to reach it. 
Transferability 
Principle is transferable but operators likely have proprietary ticketing systems. 
Compliance & Innovation 
Tools for application of Regulation (EU) No 454/2011. 

Czech Republic: Information system for persons with visual impairments 

Title of Good Practice 
Information system for persons with visual impairments 
Organisation/Operator 
DPP 
Country 
Czech Republic 
Category 

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Premises, procedures 
Transport mode 
Rail transport   
Reference 
http://www.uitp.org/travel-all-commitment-european-public-transport  
Description of good practice 
DPP has made big progress regarding the deployment of an information system for persons with 
visual  impairment  travelling  by  surface  transport  vehicles.  With  the  use  of  a  remote  control,  a 
device is activated that informs the passenger about the number and the direction of oncoming 
vehicles.  At  the  same  time,  the  driver  also  receives  an  audible  confirmation  of  the  intent  of  a 
person with visual impairment to board the vehicle.  
Moreover,  the  automatic  announcement  of  stations  in  vehicles  also  makes  it  easier  for  all 
passengers  to  become  oriented  on  the  route.  Special  acoustic  beacons  are  installed  in  every 
metro  station  for  the  purpose  of  improving  orientation.  They  guide  passengers  with  visual 
impairment  through  the  metros  and  vestibules  to  the  platform.  Thee  acoustic  beacons  can  be 
activated by remote control as required by passengers. The stations are additionally equipped to 
meet the needs of persons with visual impairment with, for example, emphasised safety zones or 
guide lines on the platforms.  
Effectiveness/Impact 
These initiatives make it easier for blind and visually impaired users to use the means of public 
transport. 
Transferability 
Development  and  use  of  simple  systems  and  applications  can  lead  to  accessible  transport  and 
facilitate the use of public transport autonomously by PRMs.  
Compliance & Innovation 

Personalised  system  to  better  serve  the  application  of  European  Regulations  1371/2007, 
454/2011 and 797/2016. Without wide information infrastructure adaptation. 

Finland: Information services about the accessibility of railway transport services 

Title of Good Practice 
Information services about the accessibility of railway transport services 
Organisation/Operator 
VR Group 
Country 
Finland 
Category 
Premises, procedures 
Transport mode 
Rail transport   
Reference 
VR: Services for different passenger categories (http://www.vrgroup.fi/en/vrgroup/)  
Description of good practice 
VR offers an information package for different categories of passengers, in order to better adapt 
the information services to the needs of various different passenger groups. 
The following information is available on the internet:  
  Timetables:  the  trains  with  services  for  the  disabled  are  indicated  in  the  timetable  by  the 
relevant  pictogram  indicating  also  the  relevant  supply  of  on-board  services.  In  the  new 
passenger  car  fleet,  services  for  mobility-reduced  people  are  already  taken  into  account 
during  the  design  and  planning  phases.  Services  for  PRMs  in  InterCity  and  InterCity2  trains 
are  designed  to  enable  travellers  to  travel  on  their  own.  The  new  sleeping  cars  have  been 
designed in cooperation with user group associations. 

  Station services: information is provided on the opening hours of stations selling train tickets 

and more information on services and connections at major railway stations.  

  On-train services: VR provides information in PDF files for every train type (Pendolino trains, 

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InterCity  trains,  express  trains,  regional  trains  and  night  trains)  with  a  special  focus  on 
services  for  PRMs.  The  publications  include  pictures  that  illustrate  which  services  the 
respective train type has and where these services are located.  

Effectiveness/Impact 
This service facilitates autonomous travel for PRMs. 
Transferability 
Operational  info  on  rail  service  accessibility  together  with  the  involvement  of  user  group 
associations can help PRMs to use the railway system unhindered.  
Compliance & Innovation 

Effective  application  of  European  Regulations  No  1371/2007,  454/2011,  1300/2014  and 
797/2016 across the rail network. No significant innovation beyond that, though.  

Finland: Ramp service in commuter traffic, accessible sleeping trains 

Title of Good Practice 
Ramp service in commuter traffic, accessible sleeping trains 
Organisation/Operator 
VR 
Country 
Finland (and Russia) 
Category 
Procedures (pre-journey), Premises (during-journey) 
Transport mode 
Rail transport 
Reference 
https://www.vr.fi/cs/vr/en/disabled-passengers 
https://www.vr.fi/cs/vr/en/services-sleeping-berths  
Description of good practice 
Since  December  2017,  at  all  commuter  stations  where  trains  that  are  not  wheelchair  accessible 
pass through, VR provides a ramp service. 
A wheelchair customer can order assistance service at all Z and R train stations at the earliest 36 
hours and at the latest 2 hours before their journey. 
The order can be placed by calling the toll-free number 0800 166 888 or by sending an E-mail to 
ramppipalvelu@vr.fi. The service is available Mon-Sun from 5 a.m. to 10 p.m. 
Note that this service is different to the station assistance services mentioned in EUs regulations. 
The service is identified by its own symbol, which can be found in a mobile app and also in printed 
version,  so  the  wheelchair  passenger  can  know  which  trains  they  can  book  assistance  for. 
Passengers can make a reservation using a free disability phone service.  
This service was designed together with disability organisations. 
Moreover,  since  2006,  on  the  night  train  between  Helsinki  and  Rovaniemi  there  are  special 
accessible  cabins  in  the  double-decker  night  cars.  Accessible  cabins  have  electrically  powered 
doors, pc sockets, and an emergency alarm to contact the staff. The cabin is situated next to an 
accessible restroom. 
Effectiveness/Impact 
They have received very good feedback. 
Transferability 
Mobile  ramps  can  provide  flexibility  to  operators  who  are  not  able  to  purchase  specifically 
designed vehicles. 
Compliance & Innovation 
Specially accessible long-distance rail cabins, going beyond Regulation (EC) No 1300/2014. 

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France: Infrastructure monitoring, staff training, and info for accessible urban rail 

 Title of Good Practice 
Infrastructure monitoring, staff training, and info for accessible urban rail 
Organisation/Operator 
RATP (Paris - France) 
Country 
France 
Category 
Premises (pre-journey), People(during-journey), procedures (after-journey) 
Transport mode 
Rail transport 
Reference 
https://www.ratp.fr/services/etat-equipement 
https://www.ratp.fr/decouvrir/coulisses/au-quotidien/metro-la-ligne-14-met-en-place-le-service-
s3a  
https://www.youtube.com/watch?v=v69i8EVk-6Y 
https://www.ratp.fr/accessibilite/accessibilite-des-reseaux  
Description of good practice 
Since 2010 for wheelchair users, and 2017 for passengers with visual disabilities: on RER A and B 
lines  (regional  rail  network)  and  the  bus  network,  passenger  satisfaction  surveys  are  conducted 
every  year  to  allow  RATP  to  know  what  problems  persons  with  disabilities  encounter  while 
travelling  on  their  network.  These  surveys  help  them  improve  their  network  accessibility:  e.g. 
better maintenance of the elevators, more adapted bus platforms lifts.  
Since 2016, passengers can check the status of the elevators, escalators and moving sidewalks of 
lines 4 and 14 metro stations in real time on the RATP website. 
Since 2013, on Metro line 10, RATP has organised training sessions for its staff to teach them how 
to help people  with cognitive disabilities in the stations.  This is done in  cooperation with Unapei 
(National union of associations of parents of the mentally impaired and their friends). 
Effectiveness/Impact 
Fewer passenger complaints. Training improves the readiness of staff. 
Transferability 
Good combination of measures, with varying degrees of cost and transferability.  
Compliance & Innovation 
Real time and reliable info on transport hubs accessibility. 

France: Coordinated accessibility measures in Toulouse  

Title of Good Practice 
Coordinated accessibility measures in Toulouse  
Organisation/Operator 
Tisseo urban transport Toulouse 
Country 
France 
Category 
Premises  (pre-journey,  during-journey),  Procedures  (during-journey,  after-journey),  People 
(after-journey).  
Transport mode 
Rail transport 
Reference 
http://tisseo-collectivites.fr/parcourez-notre-reseau/des-transports-pour-tous  
https://www.tisseo.fr/se-deplacer/reseau-accessible 

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https://www.tisseo.fr/se-deplacer/reseau-accessible/mon-metro-dimage-en-image  
Description of good practice 
At the end of 2015, lower ticket validation modules were added to the existing entrance's control 
equipment to enable people in wheelchairs who cannot raise their arms to validate tickets on their 
own at standard height. Input in the form of direct answers from parents with strollers and from 
short people on the spot were used to develop these measures.  
On  the  network  map,  an  identifying  image  (black  and  white  icon  with  an  easily  recognisable 
shape) for each metro station gives everyone, even those who  cannot read, independent access 
to the network. A mobile app helps those with memory restrictions to travel on their own. It also 
helps persons with visual disabilities. 
Furthermore, primary school teachers have their pupils make metro journeys to learn how to use 
this new way of identifying their station. Throughout the project, representatives for people with 
disabilities  have  interacted  to  ensure  that  the  images  will  be  effective.  Public  road  and  regional 
transport stakeholders were involved in the process.  
Employees are either trained to use sign language, or know enough of it to direct deaf persons to 
the right place. They used input from signing hearing-impaired persons to test the system.  
Effectiveness/Impact 
PRM  traveller  interest  groups  have  expressed  their  appreciation  for  the  practice,  covering  many 
concerned groups (wheelchair users, hearing or vision impaired, elderly).  

Transferability 
The  lower  validation  target  device  is  already  displayed  in  the  manufacturer's  catalogue.  It  is  a 
low-cost measure that can be easily adopted by other service providers. 
Other  soft  solutions  (mobile  apps  for  travellers  with  memory  restrictions  and  sign  language 
training) are also easily transferable and of high cost-efficiency. 
Compliance & Innovation 
Accessible info across the multimodal transport chain. 

France: Equipment integrated into train doors to help blind people locate them 

Title of Good Practice 
Equipment integrated in the train doors helping blind people locate the doors 
Organisation/Operator 
SNCF 
Country 
France 
Category 
Premises 
Transport mode 
Rail transport 
Reference 
https://www.accessibilite.sncf.com 
Description of good practice 
The  new  equipment  was  implemented  in  2014  for  the  first  time  on  the  rolling  stock  named 
“Régiolis Lorraine”, which circulates in the east of France in the Lorraine region. 
The system is called “Help in locating doors” (“aide au repérage des portes” – ARP) and it involves 
a device integrated into the rolling stocks, which allows blind people to locate the position of train 
doors. Some trains go beyond this and also provide information about the number of the door and 
the destination of the train (speed train TGV OCEANE).  
Research is underway into developing the system to enable blind people to find their seat in the 
train. 
The system works with a remote control. The remote control activates a loudspeaker that relays 
the necessary information. The remote control needed to trigger this system is the same remote 
control  used  by  blind  people  in  the  train  station  to  activate  sound  beacons  and  in  the  city  to 
activate traffic lights and other facilities. 
Effectiveness/Impact 

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Disabled people's associations give good feedback. 
It’s  an  interesting  system  that  optimises  the  investment  for  the  blind  people  and  for  the 
transporter,  since  the  passengers  use  the  same  remote  control  in  the  city  and  in  the  station, 
allowing for integrated applications (information to find services in the station, information on the 
track to find the door of the train, information in the city). 
Transferability 
The remote control system is agile but requires some familiarity and development tailored to the 
specific context and information formats, unless a standard for these applications is developed at 
European level. 
Compliance & Innovation 
Aid for applying Regulation (EU) No 1300/2014 for blind travellers. 

France: Loudspeaker system for the aid of visually impaired passengers 

Title of Good Practice 
Loudspeaker system for the aid of visually impaired passengers 
Organisation/Operator 
SNCF 
Country 
France 
Category 
Premises, procedures 
Transport mode 
Rail transport 
Reference 
https://www.accessibilite.sncf.com 
Description of good practice 
Started  in  2007  with  a  test  run  in  Paris.  After  that  it  was  incorporated  in  the  major  national 
stations. 
The ‘sound beacons’ are a system of loudspeakers that emit guidance messages to help visually 
impaired  travellers  reach  the  services  in  the  station.  The  system  is  implemented  on  the 
crossroads  of  the  tactile  walking  surfaces  and  in  front  of  the  entrance  of  the  different  services 
(information desk, sales office, etc.). 
A universal remote control activates the system. 
The information is pre-recorded. If the message needs to be changed, the station manager has to 
ask his service provider to do so.  
This  system  allows  the  visually  impaired  to  orient  themselves  in  the  station  and  to  access  the 
various services. 
Effectiveness/Impact 
Good  feedback  from  French  associations,  explaining  that  the  system  gives  an  autonomy  to 
persons with visual impairment. Sometimes when the system is broken, complaints are received 
from blind clients. 
The interesting point is that the universal remote control used to activate this system can be the 
same one as is used for other systems, such as the French “Help in locating doors” for trains and 
the detection of traffic lights in the city. 
Transferability 
The development of a system with a remote control is ideally subject to standards regarding the 
method  of  communication  and  the  information  systems  at  the  backend.  Adaptations  to 
infrastructure are essential but relatively limited in size. 
Compliance & Innovation 
Personalised aid to support Regulation (EU) No 454/2011 implementation. 

Germany: Accessible mobile application in German rail 

Title of Good Practice 
Accessible mobile application in German rail  

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Organisation/Operator 
Deutsche Bahn 
Country 
Germany 
Category 
Procedures (during journey) 
Transport mode 
Rail transport 
Reference 
https://www.bahn.de/p/view/service/barrierefrei/app-barrierefrei.shtml 
Description of good practice 
By  using  the  accessible  app  “DB  Barrierefrei”,  announcements  are  provided  on  smartphones  in 
spoken  or  written  form.  All  travellers  benefit  from  the  following  services,  but  travellers  with 
disabilities even more: 

 

 

 

 Travelers  can  spot  more  than  5400  railway  stations  manually  or  by  GPS.  The  station 
table provides information about departure and the arrival times. 
The traveller gets timely precise information about the place/area where the chosen train 
is on the track and about the time of arrival and departure. 
The app provides an overview of the track where your chosen train will arrive or depart as 
well as information about the following trains. 

  When the user of the app chooses to track a certain train, he  gets timely push alerts on 

 

 

 

his/her smartphone about platform changes. 
The app provides the traveller with timely information about the status of escalators and 
lifts.  
It  supports  the  travellers  with  helpful  information  and  services  on  their  barrier-free 
journey with Deutsche Bahn. 
PRM travellers can directly contact the Mobility Service Center (MSZ) either with a certain 
registration form or by phone call. The consultant at the MSZ checks the traveller’s special 
assistance  service  requirements  (for  example  embarking  or  disembarking  the  train  or 
changing  trains)  and  reserves  the  assistance  services  24  hours  before  the  scheduled 
journey. 
Effectiveness/Impact 
The  app  was  tested  prior  to  going  live  in  May  2018  and  it  provides  useful  information  for  all 
travellers, including PRMs.  
Transferability 
Properly adapted to all mainstream mobility apps. 
Compliance & Innovation 
Useful tool (app) for applying Regulation (EU) No 454/2011. 

Germany: Digitalisation of the information panel in the station 

Title of Good Practice 
Digitisation of the information panel in the station 
Organisation/Operator 
NEB 
Country 
Germany 
Category 
Premises 
Transport mode 
Rail transport 
Reference 
https://www.eba.bund.de/DE/Themen/Fahrgastrechte/fahrgastrechte_node.html 
Description of good practice 
Digitisation of the information panel in the station: digital showcases (up to now only at 3 stations 

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in Münster, Augsburg and Wolfsburg): 

 

Interactive  touchscreens  (touchscreen)  replace  various  paper  stickers  and  combine 
important information for the traveller. 

  A  wide  range  of  information  in  which  the  passenger  can  navigate,  with  information  on, 

among other things: 

rail replacement services 

o  Travel information: arrival and departure times 
o  delays 
o 
o  current construction site information 
o 
tariff overviews 
o  service numbers 
o  visualization of the car sequence and display of equipment and entry point 
o 

local area maps  
  Can also be operated from a wheelchair. 
  Zoom options. 
Effectiveness/Impact 
The digital display case simplifies the retrieval of information and is particularly advantageous for 
PRMs, as it is easily  accessible  and information  can  be adapted to the needs of passengers with 
limited  mobility  (e.  g.  zoom  function  for  better  readability)  and  variable  display  orientation  for 
small-sized people and travellers in wheelchairs. 
Transferability 
An expansion via the test stations in Münster, Augsburg and Wolfsburg is planned. 
Compliance & Innovation 
Enhanced accessibility for application of Regulation (EU) No 454/2011. 

Germany: Mobility Service Center (MSZ) 

Title of Good Practice 
Mobility Service Center (MSZ) 
Organisation/Operator 
Deutsche Bahn 
Country 
Germany 
Category 
Procedures (pre-journey) 
Transport mode 
Rail transport 
Reference 
https://www.bahn.de/p/view/service/barrierefrei/mobilitaetsservice.shtml 
Description of good practice 
Deutsche  Bahn  established  the  Mobility  Service  Centre  (in  German:  Mobilitätsservice-Zentrale 
(MSZ)) in 1999. The consultants at the Mobility Service Centre (MSZ) cater to the concerns of all 
people  with  reduced  mobility.  The  aim  of  the  MSZ  is  to  enable  a  barrier-free  journey  with 
Deutsche Bahn.  
The customer can book tickets as well as certain service support for getting on and off the train 
and changing trains. The Mobility Service Centre (MSZ) of Deutsche Bahn can be contacted daily 
from 6.00 am to 10.00 pm by telephone or E-mail. For deaf people, the same service is provided 
via E-mail or SMS. PRMs can register 24 hours prior to their journey by telephone or via a special 
application form. Tickets can be purchased or specific services can be ordered up until 8.00 pm on 
the day before the journey begins. 
The consultant first asks the customer about the planned journey, the special assistance service 
required and the kind of handicap.  
Necessary  information  about  the  customers  and  their  journey  are  recorded  in  a  customer 
database  according  to  the  Data  Protection  Laws  and  Data  Protection  Regulations  of  Deutsche 
Bahn. 
MSZ  provides  a  list  of  all  railway  stations  of  Deutsche  Bahn  where  certain  support  service  are 

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available.  By  checking  this  railway  station  database  and  a  compendium  of  the  wagons  in  the 
trains of Deutsche Bahn and other railway undertakings, the MSZ consultant gets to know if the 
needed service support at the chosen railway stations is available and if the train is “barrier-free” 
before confirming the booking. 
The MSZ also informs every station and the crew of the specific trains where a required support 
service is ordered about the details of the customer´s journey.  
If there is a change in the scheduled journey (for example change of platform, delay in arrival or 
departure or the train is cancelled), the MSZ informs the customer immediately and tries to help 
themo find a solution. 
Together  with  the  organisations  "Barrierefreie  Reiseziele  in  Deutschland”  and  “Barrierefrei 
Austria”,  Deutsche  Bahn  has  developed  a  range  of  barrier-free  holiday  destinations  in  Germany 
and  Austria.  The  Mobility  Service  Centre  advises  customers  about  these  accessible  destinations 
for  a  short  journey,  a  getaway  or  annual  leave.  The  consultants  of  the  Mobility  Service  Centre 
work  out  special  arrangements  and  travel  packages  for  people  with  reduced  mobility,  including 
accommodation, journey by train  with assistance for getting on and off the train, excursions, as 
well as other tourist attractions at the holiday destination.  
The Mobility Service Centre will be offering live chat support soon as well.  
About  50  hearing  impaired  people  began  testing  the  live  chat  in  a  pilot  stage  (probably  for  6 
months) in March 2018.  
The customers can easily contact the agents of the Mobility Service Centre on the web portal of 
their  computer  or  their  mobile  phone  and  can  retrieve  any  information  they  require  about  their 
intended journey. 
The  agents  at  the  Mobility  Service  Centre  will  be  supported  by  a  database  in  the  chat  backend. 
Artificial Intelligence and a learning system will provide the agents with the right answers to the 
customers` questions. 
The  service  is  developed  on  the  initiative  of  Deutsche  Bahn;  no  financial  or  other  support  is 
provided by the authorities. 
Effectiveness/Impact 
The MSZ has grown from 2 staff in 1999 to nearly 100 staff presently. In 2017, the service was 
used 750,000 times. 
Transferability 
The  service  requires  a  complete  database  of  available  services  at  different  stations  and  direct 
communication  to  local  staff,  along  with  a  log  of  their  work  schedules.  For  seamless  follow  up 
from the pre-journey to the during-journey phase, other tools are used. 
Compliance & Innovation 
Database and personalised assistance for optimal application of European Regulations 1371/2007, 
454/2011, 1300/2014 and 797/2016. Limited innovation. 

Greece: Accessibility of metro networks from design to maintenance 

Title of Good Practice 
Accessibility of metro networks from design to maintenance 
Organisation/Operator 
Attiko Metro S.A 
Country 
Greece 
Category 
Premises 
Transport mode 
Rail transport   
Reference 
www.ep.liu.se/abstract.xsql?dbid=7851  
http://www.cemt.org/topics/handicaps/developt/GRdev06.pdf  
http://muffydavis.com/index.asp?pgid=16     
Description of good practice 
The  construction  of  the  metro  in  Athens  was  one  of  the  largest  and  most  complicated 

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infrastructure projects in Greece. The system started out carrying 300.000 passengers daily, but 
it was not initially designed to integrate facilities for mobility-reduced persons. While the project 
was under development, PRM organisations were involved so that the final version of the metro 
system includes services and facilities for persons with reduced mobility. Athens’ metro network 
consists of three lines. Line 1, the oldest, originally a railway line in which all stations have been 
renovated and are fully accessible to persons with mobility and sensory disabilities. Lines 2 and 3 
are  the  newest  parts  of  the  network  with  infrastructure  and  underground  trains  connecting  the 
city centre with Athens Airport. These are also fully accessible for persons with reduced mobility. 
All  stations  are  provided  with  elevators,  escalators,  ramps,  tactile  floor  guide  lines  for  persons 
with  vision  impairments,  visual  and  audible  announcement  systems,  accessible  toilets,  easily 
readable signs and accessible connections between platforms.  
The extent to which accessibility requirements for PRMs have been integrated into the transport 
planning  contributes  also  to  access  throughout  the  centre  of  Athens,  unlike  other  European 
historical  cities.  The  new  metro  system  is  regarded  as  one  of  the  most  accessible  in  Europe, 
combining  high  technical  standards  and  full  accessibility  with  art  and  cultural  exhibits  at  the 
stations.  
Effectiveness/Impact 
Seamless  mobility  of  PRM  through  metro  network  in  an  otherwise  low-accessibility  transport 
system. This confirms the statement of Vasilis Galis, a researcher from the Linköping University, 
who said that the underground system in Athens symbolises a benchmark for accessible systems. 
Transferability 
Proper  cooperation  with  Disabled  Persons’  Organisations  (DPOs)  can  overcome  accessibility 
barriers even in difficult historical city environments. 
Compliance & Innovation 

Urban  transport  accessibility  is  still  not  well  regulated  in  Europe.  This  good  practice  applies 
accessibility from design to maintenance, across the metro operation cycle.  

Hungary: Providing accessibility information 

Title of Good Practice 
Providing accessibility information 
Organisation/Operator 
Rail Regulatory Body 
Country 
Hungary 
Category 
Procedures 
Transport mode 
Rail transport 
Reference 
http://www.kormany.hu/hu/nemzeti-fejlesztesi-miniszterium 
Description of good practice 
Needs: 
Accessibility  of  railway  stations,  platforms,  trains,  ticket  offices.  Passenger  information  provided 
at  the  station,  during  the  journey  and  in  case  of  disruption.  Assistance  provided  at  railway 
stations, on board, and in case of disruption. Information provided on accessibility. 
BKK  Zrt.  organises  urban  passenger  services  in  Budapest.  These  services  are  exempted  from 
Regulation  (EC)  No.  1371/2007.  However,  according  to  national  and  municipal  legislation,  BKK 
Zrt.  has  the  obligation  to  provide  appropriate  passenger  information.  The  detailed  rules  are  laid 
down in a government decree and in the general terms and conditions for carriage of passengers. 
An  extract  of  the  timetable  has  to  be  placed  at  every  station  and  stop.  It  contains  information 
about the accessibility of the service including whether a vehicle has step-free access. 
In addition to the legal obligation, BKK Zrt. provides the abovementioned information in its real-
time journey planner application called FUTÁR. 
Effectiveness/Impact 

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The information helps disabled persons and persons with reduced mobility plan their journey. 
Transferability 
Technological  development  is  needed.  Other  urban  passenger  service  providers  may  develop  a 
similar  journey  planner  application  to  FUTÁR.  In  Budapest,  the  “best  practice”  already  covers 
other transport modes too. 
Compliance & Innovation 
Accessible urban rail services (not covered by EU regulations that are for long-distance rail). 

Ireland: Dublin tram system 

Title of Good Practice 
Dublin tram system 
Organisation/Operator 
Luas trams 
Country 
Ireland 
Category 
Premises 
Transport mode 
Rail transport   
Reference 
http://www.accessibleireland.com/advertisement.php?id_advt=178&id=misc  
http://www.eukn.eu/fileadmin/Lib/files/EUKN/2011/11_Light%20rail%2C%20Dublin.pdf  
Description of good practice 
The Luas trams, Dublin's newest public transport system, were designed with low floors and low 
thresholds in order to ensure maximum accessibility for PRMs. In the middle of the tram, double 
doors  permit  the  easy  entrance  of  wheelchair  users,  and  information  on  where  and  how  to 
position the wheelchair is provided. Up to 4 wheelchair users can be  accommodated per tram, at 
two designated spaces, and there is signage indicating that these areas are there for wheelchair 
users. Additional wheelchair users can be accommodated in the entry and exit areas of the trams, 
too.  Additional  assistance  on  board  (e.g.  audio  announcements,  visible  moving  signage  etc.)  is 
also  available.  However,  a  limited  number  of  stations  have  been  built  along  a  cutting  or  on  an 
elevated track. Full accessibility of these stations to wheelchair users is ensured by means of lifts. 
Moreover, a tactile strip at all the station’ platforms indicates the edge of the platform for people 
with visual disabilities, and guide dogs are allowed on board.  
Furthermore,  information  on  the  approach  of  a  tram,  on  the  next  one  coming,  and  all  other 
additional information, is displayed at every station, while there are large destination displays on 
the front and the back side of the vehicles. 
Lastly,  a  number  of  designated  parking  spaces  are  reserved  for  PRMs  at  certain  park  and  ride 
facilities. 
Effectiveness/Impact 
Dublin’s  new  light  rail  system  (tram)  provides  high  capacity  services,  excellent  reliability,  and 
passenger  comfort.  It  features  spacious  carriages  and  excellent  suspension,  as  well  as 
accessibility to  people  with  physical  disabilities  due to  the  fact  that trams  operate  at  kerb  level, 
making boarding trams easier for wheelchair users. 
Transferability 
Transport  accessibility  consisting  of  simple  measures  and  infrastructure  design  that  can  be 
transferred to other rail systems, as well as other modes.  
Compliance & Innovation 

Extension of EC Rail Regulations to urban light rail (tram). 

Luxemburg: Accessibility training for rail staff in Luxemburg 

 Title of Good Practice 
Accessibility training for rail staff in Luxemburg 

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Organisation/Operator 
National  Railway  Company  of  Luxembourg  (CFL  -  Société  Nationale  des  Chemins  de  Fer 
Luxembourgeois) 
Country 
Luxembourg 
Category 
People 
Transport mode 
Rail transport   
Reference 
http://www.eltis.org/sites/eltis/files/tool/mediate_good_practice_guide.pdf  
Description of good practice 
A  one-day  training  programme  was  developed  in  2005  for  National  Railway  Company  of 
Luxembourg  staff,  including  theoretical  information  and  practical  exercises  aimed  at  improving 
accessibility  in  public  transport  for  persons  with  reduced  mobility.  The  programme  aims  to 
increase  the  number  of  PRMs  traveling  by  public  transport  through  the  improvement  of  journey 
quality and staff behaviour. 
Among  the  trainers  there  are  also  persons  with  reduced  mobility,  while  the  training  course 
focuses on mobility, cognitive, hearing and visual impairments. Older people and foreign visitors 
can also benefit from this programme. 
The National Railway Company of Luxembourg bares the cost of the training. 
Effectiveness/Impact 
Based  on  the  feedback  received  from  both  PRMs  travelling  by  rail  and  from  rail  staff,  the 
programme is considered a success, which is further proven by a reduction in complaints and the 
stated satisfaction of PRM users and staff, as well as by an increase in the numbers of PRMs using 
the rail mode. 
Transferability 
National  staff  training  scheme  on  accessibility  issues,  in  which  PRMs  are  included  among  the 
trainers. Constitutes a cost efficient practice (and content). 
Compliance & Innovation 

Staff training on accessibility goes beyond current EC Rail Regulations; such training is currently 
mandatory only on Air Transport (Regulation (EC) No 1107/2006) and long-distance coaches and 
buses (Regulation (EU) No 181/2011). 

Portugal: Train accessibility improvements 

Title of Good Practice 
Train accessibility improvements  
Organisation/Operator 
Fertagus 
Country 
Portugal 
Category 
Procedures, People (Pre-journey, during journey) 
Transport mode 
Rail transport 
Reference 
www.fertagus.pt  
http://lisbonsouthbayblog.pt/escadas-nao-sao-para-todos/  
Description of good practice 
Since  2010,  timetables  have  been  available  in  braille  at  stations.  Acquisition  of  boards  and 
provision  of  assistance  to  all  frequent  and  non-frequent  (after  booking)  customers,  to  help  with 
boarding and exiting the train. 
Effectiveness/Impact 
Good  feedback  received,  some  customers  in  wheelchairs  became  returning  clients,  and  use  the 

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train daily. 
Transferability 
Easy. Location of timetables needs to be announced and staff training is likely limited. 
Compliance & Innovation 
Aid to support all relevant EU legislation. Limited innovation 

Slovakia: Accessibility-oriented improvements in passenger transport by rail 

Title of Good Practice 
Accessibility-oriented improvements in passenger transport by rail 
Organisation/Operator 
Železničná spoločnosť Slovensko, a.s. 
Country 
Slovakia 
Category 
All 
Transport mode 
Rail transport 
Reference 
http://www.slovakrail.sk/en.html  
Description of good practice 
Low-platform regional trains (purchasing new rolling stock, adaptation of the existing rolling stock 
and its reconstruction), lifting platforms, cooperation with the IM company on the accessibility of 
the station premises. Cooperation with the national PRM platform’s representatives. 
Effectiveness/Impact 
PRMs are more aware of their possibilities and barrier-free environment in selected stations, they 
are aware of the assistance provided when boarding the train, PRM travel more frequently. Non-
discriminative approach to travel. 
Transferability 
Both infrastructure and rolling stock need to be adapted to accommodate PRMs fully – depends on 
vehicle replacement cycles and infrastructure cost. 
Compliance & Innovation 
Holistic application of all rail regulations (on infrastructure and train, as well as info accessibility) 
at national level. Limited innovation.  

Spain: Accessible metro services 

Title of Good Practice 
Accessible metro services 
Organisation/Operator 
TMB Barcelona 
Country 
Spain 
Category 
Procedures 
Transport mode 
Rail transport 
Reference 
www.tmb.cat 
https://www.tmb.cat/en/barcelona/accessibility-mobility-reduced  
Description of good practice 
As  of  1991,  metro  line  2  was  built  in  a  physically  accessible  way  within  the  framework  of  the 
Universal  Accessibility  Master  Plan.  There  was  cooperation  with  many  local  PRM  organisations 
(ONCE,  ECOM,  COCEMTE)  and  other  local  operators  (like  FGC,  RENFE,  TRAM,  other  bus 
operators).  

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Effectiveness/Impact 
PRMs can easily use the metro. 
Transferability 
Construction guidelines can be shared. 
Compliance & Innovation 
Good urban PT (metro) accessibility example. Limited innovation. 

Sweden: Co-design of public transport with PRMs 

 Title of Good Practice 
Co-design of public transport with PRMs  
Organisation/Operator 
VASTTRAFIK 
Country 
Sweden 
Category 
Procedure 
Transport mode 
Rail Transport (tram)   
Reference 
http://www.uitp.org/sites/default/files/V%C3%A4sttrafik%20evaluating%20the%20accessibility
%20of%20new%20trams%20170829.pdf 
Description of good practice 
In  order  to  test  the  design  of  Gothenburg’s  new  trams,  a  full-scale  model  has  been  built  and  a 
group of passengers with mobility restrictions were invited to test its accessibility. Vasttrafik, the 
PTA  of  West  Sweden,  has  procured  new  trams  in  cooperation  with  Goteborgs  Sparvagar 
(Gothenburg´s tram operator) that will be supplied by Bombardier in 2019.  
In order to test the design before the series production starts, a full-scale model of a part of the 
tram  has  been  built  in  Berlin,  Germany,  making  it  possible  to  evaluate  a  number  of  important 
factors, such as the design of the driver’s cab and how to provide the best customer experience 
(everything  from  material  and  colour  choices  to  door  functions,  the  location  of  ticket  validators 
and  the  placement  of  seats  and  stop  buttons  is  evaluated).  To  ensure  that  the  new  trams  are 
accessible to as many individuals as possible, Vasttrafik asked 4 people with different accessibility 
problems for feedback (they were invited to test the mock-up on location in Berlin): 

 
 
 
 

one person using a wheelchair 
one using a walker 
one with visual disability and 
an elderly person.  

The  visit  took  place  on  15-16  August  2017  and  the  participants  tested  many  different  aspects, 
such as the height  of  seats designated  for people  with reduced mobility, the  space available for 
turning a wheelchair inside the tram and the access to stop buttons, ticket machines and handles. 
Many  interesting  and  rewarding  discussions  took  place  during  the  visit,  leading  to  several 
adjustments for the improvement of tram accessibility, such as the following: 

 
 
 

 
 

the handles in places dedicated to wheelchairs will be extended and lowered; 
the adjacent ticket validator will be placed closer to the floor; 
there  will  be  clear  markings  on  the  floor  by  the  doors  where  the  inclination  starts,  to 
prevent accidents; 
the space in front of one seat has been adapted to provide room for a guide dog; 
the distance between the floor and the folding seats will be enlarged and footrests will be 
available at the seats designed for people with reduced mobility. 

Effectiveness/Impact 
Valuable feedback provided that led to several improvements to tram accessibility.  
Transferability 
Cooperation  with  users  and  their  involvement  in  the  whole  procedure  (from  design  to 
maintenance)  can  lead  to  accessible  transport  for  persons  with  reduced  mobility.  Use  of 
simulation tools at the design stage helps considerably. 

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Compliance & Innovation 

Collaborative design with end users, going beyond any European regulation.  

Switzerland: Call centre assistance for handicapped people on short notice 

Title of Good Practice 

Call centre assistance for handicapped people on short notice  
Organisation/Operator 
SBB, Swiss Federal Railways 
Country 
Switzerland 
Category 
All 
Transport mode 
Rail transport 
Reference 
https://www.sbb.ch/en/station-services/passengers-with-reduced-mobility.html 
Description of good practice 
Passengers with reduced mobility can obtain help  with getting on and off trains by phoning SBB 
Call Centre Handicap: 0800 007 102 Freephone within Switzerland (between 6 a.m. and 10 p.m.). 
This service is available for fast trains and some regional services. Notification is required at least 
one hour in advance. Assistance is available free of charge for wheelchair users, passengers with 
reduced mobility, the blind or visually impaired and the mentally handicapped. 
Effectiveness/Impact  
All other companies require prior notification of at least 48 hours, SBB only one hour 
Other companies have some limits, whereas SBB does not. All customers can travel 
This service scored 8.8 (out of 10) on a costumer survey. 
Transferability 
Dedicated  staff  needs  to  be  on  hand  permanently  to  handle  late  bookings,  which  suggests  that 
economies of scale are in play. This service could thus be difficult to offer in smaller stations. 
Compliance & Innovation 
Implementation going far beyond the requirements set in Regulation (EC) No 1371/2007. 

Switzerland: Independent travel even for those with limited mobility 

Title of Good Practice 
Independent travel even for those with limited mobility  
Organisation/Operator 
SBB, Swiss Federal Railway 
Country 
Switzerland 
Category 
Infrastructure 
Transport mode 
Rail transport 
Reference 
https://www.sbb.ch/en/station-services/passengers-with-reduced-mobility/travelling-
autonomously.html 
Description of good practice 
Since  2007  on  Zurich  commuter  trains  all  trains  have  had  at  least  one  car  with  platform-level 
boarding. Since then the number of trains with similar services has grown rapidly. 
SBB,  in  compliance  with  the  Swiss  Federal  Act  on  Equality  for  People  with  Disabilities  (in  force 
since 2004), is striving to guarantee passengers with varying degrees of mobility the possibility of 
travelling  autonomously  by  train  and  is  adapting  its  rolling  stock,  infrastructure  and  information 

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system. 
There are currently more than 70 regional routes served by low-floor trains (FLIRT, DOMINO, RV-
DOSTO,  NDW,  DTZ  and  GTW).  In  parallel,  the  platform  has  been  adapted  at  more  and  more 
stations (M55) to permit floor-level access to trains. 
In  the  customer  information  area,  the  new  menu  item  "Barrier-free  connection"  in  the  online 
timetable  will  display  to  what  extent  the  selected  journey  is  free  of  steps  and  other  barriers  to 
mobility.  The  status  for  each  boarding/alighting  point  is  shown  individually.  Passengers  with 
restricted mobility can see whether independent boarding/alighting, as well as boarding/alighting 
with advance notice, is possible or not.  
Effectiveness/Impact 
Each PRM can travel spontaneously, autonomously, without assistance. 
Transferability 
Vehicles need to be equipped to offer the service; can be implemented as part of vehicle design 
requirements in replacement cycles. 
Compliance & Innovation 
Holistic national application of relevant EU regulation; with emphasis on autonomous travel. Still, 
of limited innovation. 

The Netherlands: On-demand spontaneous assistance at railway stations 

Title of Good Practice 
On-demand spontaneous assistance at railway stations 
Organisation/Operator 
NS Netherlands Trains  
Country 
The Netherlands 
Category 
Procedures (Pre-journey, during-journey and after-journey) 
Transport mode 
Rail transport 
Reference 
https://www.ns.nl/en/travel-information/traveling-with-a-functional-disability/assistance-while-
travelling.html 
www.ns.nl 
www.ilent.nl.  
Description of good practice 
NS offers Travel Assistance at more than 115 stations throughout the Netherlands, from the first 
train in the morning to the last train at night. A trained NS employee or taxi driver can help PRM 
travellers on behalf of NS during their journey or at the station. Travel assistance is not available 
aboard night trains.  
As  of  5  June  2018,  the  NS  online  booking  procedure  has  also  been  updated,  and  the  company 
now offers the option of travelling less than 1 hour after booking (if capacity permits), enhancing 
the  possibility  of  spontaneous  travel.  The  new  NS  Travel  Assistance  can  also  be  used  via  the 
Travel Planner Xtra app on smartphones or tablets, by simply pressing a button.  
Effectiveness/Impact 
Wide  service  acceptance,  which  is  essentially  related  to  ensuring  the  possibility  of  immediate 
service and spontaneous travel.  
Transferability 
Service  going  well  beyond  the  48  hours  pre-notification  required  by  Regulation  (EC)  No 
1371/2007. Procedures on how this is achieved should be transferred across Europe, at least for 
the main railway stations. 
Compliance & Innovation 
Implementation goes far beyond the requirements set out in Regulation (EC) No 1371/2007. 

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UK: Assistance in booking over the phone to people with special travel needs 

Title of Good Practice 
Assistance in booking over the phone to people with special travel needs 
Organisation/Operator 
Trainline 
Country 
United Kingdom 
Category 
Procedures, people (pre-journey) 
Transport mode 
Rail transport 
Reference 
www.trainline.com 
https://www.virgintrains.co.uk/experience/assisted-travel  
Description of good practice 
Since before 2000, call centres for UK travel have provided ticket booking assistance on behalf of 
certain  operators  for  people  with  disabilities,  who  need  additional  help  with  travelling  on  trains 
within the UK.  This  service  provides an  alternative  to booking on  the internet and  also  provides 
confidence as well as help for boarding trains. Input from train operators. 
Effectiveness/Impact 
A single service provider centralises PRM services allowing for more specialisation. 
Transferability 
Other operators can likely join, provided that backend systems are aligned. 
Compliance & Innovation 
Personal support for accessible booking service. 

UK: Information on the accessibility of facilities and ticket machines published by all the main 
railway stations 

Title of Good Practice 
Information  on  the  accessibility  of  facilities  and  ticket  machines  published  by  all  the 
main railway stations 
Organisation/Operator 
National Rail Enquiries 
Country 
UK 
Category 
Procedures 
Transport mode 
Rail transport   
Reference 
www.nationalrail.co.uk/75001.aspx  
Description of good practice 
“Stations Made Easy” is an interactive tool, part of a searchable national database, which includes 
information  on  the  accessibility  of  their  facilities  and  ticket  machines  published  by  all  the  main 
railway stations. It is on the National Rail Enquiries website and is in accordance with a standard 
set of criteria (http://www.nationalrail.co.uk/stations_destinations). 
This  tool  helps  people  to  find  their  way  around  all  stations  on  the  national  network  and,  where 
possible, navigate away from features that make using stations difficult (e.g. stairs), in order to 
find a more suitable/accessible route.  
Options offered are: 

• 
• 
• 

station overview 
accessibility information 
route planning. 

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It was last updated in June 2015. 
Effectiveness/Impact 
Provides  useful  information  for  visitors  or  those  not  familiar  with  the  accessibility  of  UK  rail 
stations  and  can  be  a  very  useful  tool  for  decision-making  and  journey  planning.  Currently,  the 
website  is  not  supported  and  therefore  not  being  updated  when  changes  occur,  stressing  the 
importance of long-term funding to ensure the sustainability of vital resources such as this. 
Transferability 
The  provision  of  such  accessibility  information  is  crucial  for  making  PRM  travel  possible,  either 
independently or accompanied. The data must be constantly reviewed and updated to reflect any 
changes.  A  weakness  of  the  current  information  provision  is  that  the  station  plans  are  all 
represented in a similar format with straight  platforms, whereas it is more beneficial when their 
actual layout is provided. 
Compliance & Innovation 

A good tool for applying Regulation (EU) No 454/2011. 

UK: TransPennine Express 

Title of Good Practice 
TransPennine Express 
Organisation/Operator 
TransPennine Express company 
Country 
UK 
Category 
Procedures, people 
Transport mode 
Rail transport   
Reference 
https://www.google.gr/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&uact=8&ved= 
0ahUKEwjKj8DdqdLXAhWJpaQKHYpPAIoQFggzMAE&url=https%3A%2F%2Fwww.tpexpress.co. 
uk%2F~%2Fmedia%2Fpdfs%2Faccessibility%2Ftpexpress-making-rail-accessible-guide-to-
policies-and-practices-april-2016.pdf%3Fla%3Den&usg=AOvVaw0q3UafWc7GuJFvwvjLILSV 
Description of good practice 
TransPennine  Express  is  a  British  train  operating  company  that  provides  intercity  rail  services, 
connecting  key  northern  cities  and  towns,  through  the  routes  of  North  Transpennine,  South 
Transpennine,  North  West  and  Scotland.  The  TransPennine  Express  follows  the  “Making  Rail 
Accessible: Helping older and disabled passengers” policy. This includes: 
  quality checks on all levels undertaken by appropriately trained staff members. 
feedback analysis by a Complaints Handling Process and follow-up procedures. 
 
  “Find it and Fix it” notification system (implemented from the start of 2017), reporting directly 

to the service desk, allowing passengers to notify any faults noticed. 

Furthermore,  the  company  factors  in  the  BlueAssist  system,  which  is  designed  to  help  anyone 
who has difficulty communicating, regardless of the cause, find a way to ask for  help, or make a 
request  (http://www.blueassistuk.org.uk/Home/).  It  also  trains  its  staff  to  recognise  the 
BlueAssist  system  on  trains  and  at  stations,  improving  communication  and  service  quality  for 
people who may have difficulty travelling. 
As part of the communication strategy, copies of the company’s Passenger Charter are available 
at  the  stations,  as  well  as  being  distributed  in  local  community  venues,  such  as  libraries  and 
travel centres.  
Effectiveness/Impact 
Since  2014/2015, out of  28.6  million journeys, 0.39  complains have been received per 100,000 
passengers, which is compared positively to the internal target of 0.41. 
Transferability 
Effective  passenger’  feedback  and  the  complaints  management  scheme  of  the  TransPennine 

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Express company can be transferred both to other countries’ railway systems and to other modes.  

Compliance & Innovation 

Good  “on  the  fly”  feedback  mechanism  for  maintenance  services,  optimising  the  application  of 
European Regulations No 1371/2007, 454/2011, 1300/2014 and 797/2016. 

Road Transport  

International: Transit Access Training Toolkit 

Title of Good Practice 
Transit Access Training Toolkit 
Organisation/Operator 
World  Bank’s  Disability  &  Development  Team  with  funding  from  the  Finnish  &  Norwegian 
governments 
Country 
International 
Category 
Premises, procedures 
Transport mode 
Road transport   
Reference 
http://wrtwc.org/transit-workforce-development/2017/transit-access-training-toolkit/  

1.1.1.2 

Description of good practice 
The Transit Access Training Toolkit, developed in 2009, provides a summary of training methods 
for bus drivers and transit staff to improve the safety and accessibility of services for passengers 
and contains the following resources: 

posters to remind bus drivers and transit staff to provide safe and accessible services;  

practical methods to motivate drivers and staff to provide better service; 

 
  model pocket-size guides for public transit drivers and staff; 
 
  model public service announcements for transit staff and the broader community; 
 
 

information on preparing a disability awareness event and 
a list of resources for more comprehensive training. 

Effectiveness/Impact 
Bus  and  other  transit  drivers  have  a  heavy  workload,  often  dealing  with  difficult  work  hours, 
stress,  heavy  traffic,  and  passengers’  demands.  Passengers  also  need  orientation  so  that  they 
will  treat  bus  drivers  with  the  same  courtesy  and  respect  that  they  expect  drivers  and  transit 
staff to show them. 
Transferability 
International  and  multinational  collaboration  can  lead  to  standardised  training  tools  for  PT 
drivers. 
Compliance & Innovation 

Training tool to support the application of Regulation (EU) No 181/2011. 

International: Uber assistive applications 

Title of Good Practice 
Uber assistive applications 
Organisation/Operator 
Uber 
Country 
International 

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Category 
Procedures, people 
Transport mode 
Road transport   
Reference 
https://accessibility.uber.com/  
Description of good practice 
Uber’s technology is helping increase the mobility and independence of transport for riders with 
disabilities, with features and capabilities like: 

• 

• 

• 

• 

• 

• 

On-Demand transport: the Uber app makes it easier for riders with disabilities to get 
from  A  to  B  at  the  push  of  a  button.  With  the  Uber  app,  riders  no  longer  have  to 
prearrange  rides  through  a  dispatcher  or  resort  to  other,  less  convenient,  means  of 
hailing a ride. 

Riders  with  visual  disabilities:  with  VoiceOver  iOS,  Android  TalkBack,  and  wireless 
braille display compatibility, the Uber app makes it easier for riders who are blind to get 
from A to B at the push of a button. 

Accessibility  Certification:  the  Uber  Rider  app  is  monitored  and  tested  regularly  by 
internal resources and by AudioEye, Inc., a 3rd-Party provider of accessibility testing and 
monitoring.  The  AudioEye  certification  process  involves  automatic  and  manual  testing 
with  the  goal  of  meeting  Web  Content  Accessibility  Guidelines  (WCAG)  2.0  Level  AA 
Standards. 

Riders with Service Animals: various steps are taken to provide Uber driver-partners 
with information regarding their obligations to transport riders with service animals, such 
as an updated service animal policy, in-app notifications for new and existing drivers, and 
a communication process for reporting a service animal denial that is updated quarterly. 

Riders  who  are  deaf  or  hard  of  hearing:  assistive  technology  such  as  visible  and 
vibrating alerts can help riders who are deaf or hard of hearing use the Uber app easily, 
and  in-app  features,  such  as  the  ability  to  enter  destination,  can  facilitate  non-verbal 
communication between the rider and driver-partner. 

Riders with mobility disabilities: new technology is being used to make transport more 
accessible and reliable for riders with mobility disabilities. By launching uberWAV, Uber is 
offering people requiring wheelchair-accessible vehicles the opportunity to request an on-
demand ride with the touch of a button. 

UberASSIST  system:  this  system  is  designed  to  provide  people  who  need  it  with  additional 
assistance.  With  UberASSIST,  top-rated  driver-partners  may  receive  independent  training  from 
third-party  organisations,  in  order  to  be  able  to  assist  PRM  riders  into  vehicles.  UberASSIST  is 
currently available in more than 40 cities around the world. 
Effectiveness/Impact 
Uber  assistive  technologies,  services  and  applications  supplementing  PT  accessibility  (as  feeder 
or alternative service). 
Transferability 
Several  of  the  above  services  could  be  adopted  by  emerging  MaaS  (Mobility-as-a-Service—
including  car  sharing/pooling)  schemes,  taxi  and  DRT  (Demand  Responsive  Transport)  services 
across Europe. 
Compliance & Innovation 

No relevant regulation exists; MaaS accessibility based upon a private initiative of the industry. 

Multiple countries (Finland, Germany, Sweden, The Netherlands): Training of taxi drivers on 
accessibility issues 

Title of Good Practice 
Training of taxi drivers on accessibility issues 
Organisation/Operator 
Taxi companies 
Country 
Finland, Germany, Sweden, The Netherlands 
Category 

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Procedures, people 
Transport mode 
Road transport  
Reference 
COST 335 Passengers’ Accessibility of Heavy Rail Systems - Final Report of the Action. European 
Commission Directorate General Transport 1999 
http://cordis.europa.eu/pub/cost-transport/docs/335-02.pdf  
Description of good practice 
In some countries such as Sweden and the  Netherlands, taxi companies have  become a part of 
the rail assistance network. As such, taxi drivers assist, by pre-arrangement, PRM passengers at 
rail  stations  in  case  rail  staff  is  not  available  for  assistance.  Thus,  awareness  training  in 
accessibility issues forms part of taxi drivers’ training. 
Strategies included in this service (indicatively) are listed below:  
  intermodal transfers; 
  through ticketing schemes (through ticketing is a system whereby a traveller passing through a 

number of different transport networks can purchase one ticket for the complete journey); 

  liaison with local authorities on door-to-door systems; 
  partnerships with bus and taxi operators. 
Effectiveness/Impact 
Enhancement of travel chain and transport links. 
Transferability 
Training  of  taxi  drivers  on  accessibility  issues  helps  achieve  the  holistic  cover  of  PRM  needs, 
including first/last mile. 
Compliance & Innovation 

Taxi drivers accessibility training; no relevant regulation exists so far at EU level. 

Belgium: School bus for PRM students 

Title of Good Practice 
School bus for PRM students 
Organisation/Operator 
Various bus operators 
Country 
Belgium 
Category 
Premises, People 
Transport mode 
Road transport 
Description of good practice 
Several school bus operators offer services for students with reduced mobility (of all kinds), such 
as: 

 
 
 

specially equipped touring coaches. 
drivers with specific training in daily school transport. 
additional staff provided to assist students before getting on the bus and after leaving the 
bus. 

It is noteworthy that there is no specific budget allocated by the responsible authorities to support 
the transport of PRM students. The people providing the service can be paid staff or volunteers. 
Effectiveness/Impact 
More  comprehensive  and  inclusive  service  offered  by  bus  operators,  particularly  relevant  for 
younger PRM. 
Transferability 
Volunteers are often  active in  and  around  schools to help teachers and keep school costs down. 
Limited specific training can be provided for people from different operators. 
Compliance & Innovation 

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Voluntary training of PRM users for their mobility enhancement. 

Denmark: Electric ramps on low-floor buses 

Title of Good Practice 
Electric ramps on low-floor buses 
Organisation/Operator 
FynBus 
Country 
Denmark 
Category 
Premises (During-journey) 
Transport mode 
Road transport 
Reference 
www.fynbus.dk  
Description of good practice 
Odense City’s low-floor buses were equipped with electric ramps as of 2015. 
Effectiveness/Impact 
It is a success technically speaking, but is not used much by passengers. 
Transferability 
A requirement for wheelchair users  to  use  buses, unless non-electrified ramps can be deployed 
easily. Speed of uptake depends on vehicle replacement cycles. 
Compliance & Innovation 
Efficient solution for city buses, for which no EU regulation exists. 

Denmark: Flextrafik: Demand Responsive Transport 

Title of Good Practice 
Flextrafik: Demand Responsive Transport 
Organisation/Operator 
Danish Regional Transport Authorities  
Country 
Denmark 
Category 
Premises, Procedures, People 
Transport mode 
Road transport   
Reference 
http://www.uitp.org/travel-all-commitment-european-public-transport  
https://www.moviatrafik.dk/presse/presse-og-nyheder/fakta-om-flextrafik  
Description of good practice 
The  Flextrafik  system  deals  with  the  transport  of  persons  with  reduced  mobility:  It  is  an 
alternative  for  people  unable  to  use  traditional  buses  and  is  a  mode  of  transport  that  ensures 
that persons with severe mobility problems have the same opportunities as everyone else, even 
though they cannot use regular buses and trains, or only use them in a very limited manner. The 
service is available all year round, 24/7 and can be used for all kind of reasons (i.e. to visit family 
and friends, go shopping, participate in cultural activities, etc.).  
Passengers  can  be  transported  104  times  a  year  using  Flexhandicap.  If  more  journeys  are 
needed, passengers can apply to their local municipality. It typically costs an annual fee of €40 to 
be part of Flexhandicap, plus €3 for the first 5km of every journey. An additional reduced fee is 
applicable  for  journeys  above  5km.  The  vehicles  used  for  Flexhandicap  are  designed  to  carry 
people  in  wheelchairs  in  a  safe  and  comfortable  way  (i.e.  all  service  buses  have  ramps  for 
wheelchairs,  and  street-level  entry),  while  many  of  the  designated  Flexhandicap  buses  are 
equipped with a stair climber, which makes it possible to get up and down stairs with a manual 
wheelchair  in  buildings  without  an  elevator.  Furthermore,  drivers  can  help  passengers  to  board 

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and  alight  the  vehicles.  To  book  a  journey,  passengers  contact  their  Regional  Transport 
Authority, which then takes care of the reservations, including transport through other regions.  
Finally, members of Flexhandicap can ride for free with all of the Regional Transport Authorities’ 
service buses. 
Effectiveness/Impact 
Many runs have largely been coordinated between municipalities, regions and different schemes, 
while it has been possible to ensure a public transport service for the part of the population that 
cannot use traditional public transport. 
Transferability 
Transport accessibility that consists of simple measures and infrastructure investment. 

Compliance & Innovation 

DRT accessibility initiative. No relevant regulation exists so far at EU level. 

Finland: Wheelchair access on long-distance buses 

Title of Good Practice 
Wheelchair access on long-distance buses 
Organisation/Operator 
Onnibus.com 
Country 
Finland 
Category 
Premises, Procedures 
Transport mode 
Road transport 
Reference 
http://www.onnibus.com/EN/limited-mobility.htm  
Description of good practice 
Available from 1.7.2014 on the buses, thanks to the purchase of new fleet of long-distance buses with 
wheelchair access. No public support of any kind was offered. Omnibus is the only long-distance coach 
operator in Finland that offers wheelchair access. Low-floor buses offer easy access to all passengers 
with  limited  mobility.  If  a  passenger,  regardless  of  limitation  (physical  or  mental),  requires  an 
assistant to be able to travel, the assistant travels free of charge when booked in advance. The double 
decker  buses  are  equipped  with  wheelchair  access,  a  ramp  and  a  place  to  tie  down  the  wheelchair 
securely. 
Dialogue  with  the  Finnish  Association  of  People  with  Physical  disabilities  helped  to  establish  and 
optimise the service. 
Effectiveness/Impact 
Since Omnibus is the only long-distance coach operator in Finland that offers wheelchair access, they 
have many frequent and loyal customers who use the services daily, weekly and monthly. The prices 
are very competitive and assistants travel for free when booked in advance, making travel easier for 
many. 
Transferability 
Going beyond Regulation (EU) No 181/2011 requirements, it combines adequately adopted vehicles to 
a PRM friendly operation framework; by allowing assistants to travel for free. 
Compliance & Innovation 
Good implementation of Regulation (EU) No 181/2011. 

France: Training for bus drivers and managers on accessibility  

Title of Good Practice 
Training for bus drivers and managers on accessibility issues 
Organisation/Operator 
Transdev 

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Country 
France 
Category 
People 
Transport mode 
Road transport 
Reference 
http://www.eltis.org/sites/default/files/tool/mediate_good_practice_guide.pdf  
Description of good practice 
Transdev transport services operators have organised and implemented a training programme for 
drivers and managers on disability awareness and on the needs of PwDs and PRMs. This program 
has  been  applied  in  France  and  its  main  objective  is  to  ensure  accessibility  to  Transdev  bus 
services for PwDs and PRMs. 
The  programme  was  rolled  out  in  full  cooperation  with  4  French  disability  organisations, 
representing mobility, vision, hearing and cognitive disabilities, providing consultation and support 
to Transdev internal trainers. It constitutes part of Transdev’s accessibility strategy. 
The  starting  point  of  the  strategy  was  the  clarification  of  legal  requirements  in  a  number  of 
Transdev’ s key operating areas, mainly within France and UK, while it has been also assessed by 
Transdev as an integrated approach to quality management.  
Effectiveness/Impact 
Successful  initiative,  concerning  recognised  and  approved  countrywide  and  even  cross-border 
training  of  bus  operators,  thanks  to  cooperation  between  transport  operators  and  PRM/PwD 
associations.  
Improved  service  to  passengers,  due  to  more  coherent  understanding  of  accessibility  issues 
across several areas and positions. 
Transferability 
Good  step  towards  a  pan-European  driver  accessibility  training  (as  it  is  both  nationwide  and 
cross-border). 
Compliance & Innovation 
Application  of  Regulation  (EU)  No  181/2011.  Training  in  effective  cooperation  with  user 
organisations.  

Italy: Amico Bus – a door-to-door call accessible service 

Title of Good Practice 
Amico Bus – a door-to-door call accessible service 
Organisation/Operator 
CTM S.p.A. 
Country 
Italy 
Category 
Procedures (pre-journey) 
Transport mode 
Road transport 
Reference 
http://www.ctmcagliari.it/bus_a_chiamata.php  
Description of good practice 
The Amico Bus project started in 2006 and the service has been implemented in Cagliari and in 4 
other neighbouring municipalities. The implementation of the Amico Bus service was a voluntary 
initiative of CTM  S.p.A., in agreement with the Department of Transport of Sardinia Region. The 
project was funded by the Department of Transport of the Region of Sardinia, which covered the 
costs of implementing the service and at present pays its mileage production with a contribution. 
Amico Bus is a "door to door" call service, funded by the Autonomous Region of Sardinia, and is 
proposed as an instrument for integration into the ordinary public transport offer. The service is 
dedicated to those who, due to disability problems, cannot use public transport. This is a flexible 

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service  aimed at PwDs, who  are  entitled  to travel, and satisfaction with the service  is measured 
through  customer  satisfaction  surveys  conducted  twice  a  year.  On  board  the  Amico  Bus  service 
vehicles are assistants who have the task of carrying users and assisting them during the journey. 
Effectiveness/Impact 
Door-to-door  service  complements  PT  accessibility.  The  project  conceived  and  tested  in  Cagliari 
was  also  exported  and  applied  to  Sassari  (third  largest  city  in  Sardinia),  sharing  project  and 
organisational experience.  
Transferability 
Although at a cost, such services are required as feeders or alternatives to still inaccessible PT. 
Compliance & Innovation 
Accessible door-to-door service (no relevant EU regulations exist). 

Italy: Rail - bus integrated services with PRM assistance 

Title of Good Practice 
Rail - bus integrated services with PRM assistance 
Organisation/Operator 
FS Ferrovie dello Stato Italiane – Italian Railways 
Country 
Italy 
Category 
Procedures, People 
Transport mode 
Road transport 
Reference 
www.fsitaliane.it 
http://www.trenitalia.com/tcom/Le-Frecce/FrecciaLink 
Description of good practice 
Service  available  since  May  2016.  The  “Freccialink”  services  are  operated  by  bus  between  the 
main  Italian  cities  (Florence,  Rome,  Salerno,  Verona,  Trento,  Turin,  Venice)  and  their  main 
surroundings (Siena, Perugia, Potenza, Matera, Cremona and Madonna di Campiglio, Courmayeur, 
Cortina d’Ampezzo, Gallipoli, Piombino, Sorrento as seasonal destinations in winter and summer). 
They  are  rail  -  bus  integrated  services  for  which  assistance  to  PRMs  is  fully  provided,  in  an 
integrated  offer  enabling  travellers  to  reach  the  main  Italian  cities  by  train  and  linking  them  by 
bus  either  to  the  closest  tourist  centres  or  secondary  cities.  These  services  are  operated  by 
Trenitalia and Busitalia (subsidiary company of FS Group operating bus services).  
PRM  assistance  is  provided  on  all  “Freccialink”  services.  Minibuses  with  a  seating  capacity  of  16 
are  fully  equipped  for  PRM  services.  Buses  with  a  seating  capacity  of  50  are  in  the  process  of 
being  adapted  for  PRM  transport  as  well.  In  case  of  reservations  for  PRMs  on  services  operated 
with  buses  with  a  seating  capacity  of  50,  an  additional  ad  hoc  service  for  PRMs  is  operated  by 
Busitalia using the same timetable as the “Freccialink” services originally booked. 
Effectiveness/Impact 
Since  the  beginning  of  the  service,  about  60.000  passengers  have  been  transported  and  24 
journeys per day have been undertaken with a fleet of 24 buses. 
The main criteria taken into account is customer satisfaction. Positive feedback has been received 
and no complaints raised so far. A total of 81 services dedicated to PRMs were operated in 2017. 
Transferability 
The main requirement for transferability is that vehicles and the terminal infrastructure both need 
to be equipped as needed for long-distance PRM transport. 
Compliance & Innovation 
Effective and broad application of Regulation (EU) No 181/2001. Limited innovation. 

Italy: Service for people with disabilities 

Title of Good Practice 
Service for people with disabilities 

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Organisation/Operator 
STP Brindisi Spa 
Country 
Italy 
Category 
All 
Transport mode 
Road transport 
Reference 
http://www.stpbrindisi.it/index.php/en/services/people-with-disabilities  
Description of good practice 
Implemented  since  May  1,  2013,  on  the  line-1  service  in  the  Brindisi  urban  area.  Financed  by 
partly private, partly social funds. 
In compliance with Regulation (EU) No. 181/2011 of the European Parliament and Council, dated 
16th February, and with the principle of equality, STP Brindisi ensures people with disabilities or 
reduced mobility are given the opportunity to enjoy the transport service like any other citizen. 
In general, this service is available only on board buses and at bus stops that ensure safe access, 
both of which are indicated by a specific symbol. That designates: 
scheduled buses with wheelchair support system, 
stops with no barriers marked with a special logo. 

 
 

They are also  listed on a special list available on the internet. 
Effectiveness/Impact 
Constant positive feedback from persons with disabilities or Reduced Mobility Associations. 
Transferability 
Database  of  barrier-free  stops  can  be  implemented  in  steps.  Mostly  about  compliance  with 
European regulation. 
Compliance & Innovation 
Effective application of Regulation (EU) No 181/2011. 

Malta: Accessible bus fleet 

Title of Good Practice 
Accessible bus fleet 
Organisation/Operator 
Malta Public Transport 
Country 
Malta 
Category 
Premises (during-journey) 
Transport mode 
Road transport 
Reference 
https://www.publictransport.com.mt/  
Description of good practice 
This practice  makes travelling by bus easier.  Since  2015, buses  have been fully accessible,  with 
low  floors,  and  visual  and  audio  announcements  as  well  as  Braille  stop-bells  are  provided.  The 
company also provides free transport to organisations that train guide dogs and service dogs. 
Input from meetings with stakeholders and the Maltese transport authority. 
Effectiveness/Impact 
Improves accessibility for PRMs with differing limitations. 
Transferability 
Depends on vehicle replacement cycles. 
Compliance & Innovation 
Effective application of Regulation (EU) No 181/2011. 

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Spain: Special services for disabled people (especially people who need wheelchair access) 

Title of Good Practice 
Special services for disabled people (especially people who need wheelchair access) 
Organisation/Operator 
ALSA 
Country 
Spain 
Category 
All 
Transport mode 
Road transport 
Reference 
https://www.alsa.es/ 
https://www.alsa.es/experiencia-alsa/planifica-tu-viaje/asistencia-especial 
Description of good practice 
Since    December  21,  2012,  on  services  between  Madrid  and  Granada  (Spain),  a  voluntary 
initiative  has  been  rolled  out  to  provide  an  accessible  service  for  more  users,  including  persons 
with disabilities.  
This practice was financed by ALSA, which covers the additional costs on top of usual operational 
costs. The following services are included: 

- 

- 
- 
- 

reservation of seats for wheelchair users and subsequent adaptation of the bus for moving 
them  
assistance service and accompaniment at stations for people who request it  
assistance service and accompaniment at destination stations for people who request it 
training of bus drivers. 

These  services  are  completely  free  of  charge  and  input  was  also  obtained  from  ILUNION 
Tecnología y Accesibilidad (dependent on the Spanish national organisation of the blind, ONCE). 
Effectiveness/Impact 
Employees were grateful to receive training to deal with people with disabilities. Disabled people 
feel safer. 
Transferability 
Willing to train if company know how is respected. 
Compliance & Innovation 
Holistic  application  of  Regulation  (EU)  No  181/2011  on  a  long-distance  coach  journey.  Limited 
innovation. 

The Netherlands: The Ambassadors project in Enschede 

Title of Good Practice 
The Ambassadors project in Enschede 
Organisation/Operator 
The Dutch region of Twente, the local transport operator Connexxion and Enschede city council 
Country 
The Netherlands 
Category 
Premises, procedures, people 
Transport mode 
Road transport  
Reference 
http://www.eltis.org/sites/default/files/tool/mediate_good_practice_guide.pdf  
Description of good practice 
This initiative concerns the effort to encourage PRMs to start using an accessible mainstream bus 
route. It was launched in 2005 (in terms of both vehicles and infrastructure) by the Dutch region 
of  Twente,  the  local  transport  operator  Connexxion  and  Enschede  town  council,  connecting  the 
residential area  of older people to several  social  services. Moreover, a costly on-demand special 

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transport service was also provided. 
For  the  promotion  of  this  new  bus  route,  a  pilot  project  was  developed  and  people  qualified  for 
the  door-to-door  service,  Regiotaxi,  could  use  the  bus  free  of  charge.  The  objective  was  to 
persuade PRMs that they are actually able to use public transport, and dedicated “ambassadors” 
on the buses offered instructions and assistance when necessary. In addition, they also informed 
older people in retirement homes of the door-to-door service. This project has led to many people 
from  the  target  group  being  attracted  and  opting  to  use  the  service,  while their  suggestions  for 
improvement  (e.g.  moving  a  bus  stop  to  a  more  suitable  location,  improving  the  display  of 
information at stops etc.) were taken into account to optimise the service. 
This “Ambassadors” project was initially funded  by  the Twente region, but after two years,  staff 
employment was taken over by Connexxion. 
Effectiveness/Impact 
Very positive feedback was given on the bus service, namely on the comfort of the vehicle and on 
the ease of getting on and off, while the number of PRMs using the public transport significantly 
increased (especially wheelchair users). 
Transferability 
The  use  of  the  Ambassadors  service  for  informing  and  helping  PRMs  use  public  transport,  while 
also familiarising them with its accessibility functions, can promote and enhance the accessibility 
and use of public transport means in all European countries.  
Compliance & Innovation 

Voluntary services  for supporting  Regulation  (EU)  No 181/2011 application. Society engagement 
scheme.  

UK: Dial-a-Lift and Disability Action Transport Scheme 

Title of Good Practice 
Dial-a-Lift and Disability Action Transport Scheme 
Organisation/Operator 
Public Transport Division, Department for Infrastructure 
Country 
United Kingdom 
Category 
All 
Transport mode 
Road transport 
Reference 
https://www.infrastructure-ni.gov.uk/ 
Description of good practice 
The population dispersion in Northern Ireland has led to a large portion of the community residing 
in rural areas. This has presented problems for the public transport operator, Translink, to deliver 
services  to  all.  This  has  led  to  particular  issues  for  people  with  disabilities  and  the  elderly  in 
accessing essential services. 
The Department for Infrastructure provides grant funding to a number of organisations to deliver 
the Dial-a-Lift (DAL) and Disability Action Transport Schemes. 
Dial-a-Lift  provides  an  individual,  demand-response  type  service  to  local  services,  whereby  the 
customer  pre-books  the  journey  and  is  typically  collected  at  their  doorstep  and  let  off  at  a  pre-
specified destination. DAL is tailored towards providing accessible transport options in rural areas 
for people with disabilities or mobility difficulties and/or for those who are unable to use or have 
difficulty  accessing  public transport.    It  is  delivered by  a  number  of  Rural  Community  Transport 
Partnerships  and  the  organisations  typically  use  accessible  minibuses  or  a  social  car  scheme 
(volunteers using their own car) to deliver the majority of services. Taxis can be a further option 
where it is cost effective and viable to do so.  
Dial-a-Lift can be used for a variety of purposes including: 

 
 

local shopping 
some local health services (e.g. doctor, dentist, chiropodist, optician, health centre) 

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 
 
 
 
 

local pharmacy 
post office or bank 
training and/or local employment 
visiting friends and family 
linking to the public transport network 

The  Disability  Action  Transport  Scheme  (DATS)  is  a  similar  individual,  demand-response  type 
service  but  is  delivered  within  the  urban  areas  of  Northern  Ireland.  The  Scheme  is  tailored  for 
people with disabilities or those that find it difficult to use mainstream public transport. 
The  Scheme  is  delivered  by  Disability  Action  within  Northern  Ireland  and  the  transport  is 
undertaken via accessible minibuses. 
These  services  are  considered  a  best  practice  as  they  are  transport  options  that  have  been 
tailored  for  people  with  disabilities.  It  allows  individuals  to  be  picked  up  from  their  door  by  a 
driver  that  has  been  trained  in  the  Minibus  Driver  Awareness  Scheme  (MiDAS).  MiDAS  is  a 
membership-based  scheme  that  has  been  designed  to  enhance  minibus  driving  standards  and 
promote the safer operation of minibuses. Further to this, all the minibuses delivering the services 
are accessible and can deliver transport services to a majority of individuals. 
Effectiveness/Impact 
Service for people with disabilities and elderly people in rural areas. 
Transferability 
These  models  of  transport  services  could  be  deliverable  in  other  jurisdictions,  but  the  cost 
effectiveness is probably dependent on the distances needing covered. In larger regions, multiple 
centres would need to be established. 
Compliance & Innovation 
Rural accessible paratransit services, complementing accessible PT services. 

Across Modes 

EU: Access City Award 

Title of Good Practice 
Access city award 
Organisation/Operator 
European Commission in cooperation with the European Disability Forum (EDF) 
Country 
Europe-wide  
Category 
Premises, procedures, people 
Transport mode 
All  
Reference 
  http://europa.eu/rapid/press-release_IP-17-5069_en.htm  
  EU Access City Awards page: edition, 

http://ec.europa.eu/social/main.jsp?catId=1141&langId=en  

Description of good practice 
The “Access City Award” institution was launched in 2010, following the initiative of the Spanish 
presidency  of  the  EU  Council.  During  the  first  years  of  its  organisation,  the  number  of 
participating  cities  increased,  with  66  European  cities  from  19  EU  Member  States  in  the  first 
competition.  However,  in  recent  years,  the  number  of  participants  has  shown  a  slight  decline 
(114, 99, 102…). 
Winning cities over the years include the following: 
  2012: Ávila (Spain), followed by Salzburg (Austria) 
  2013: Berlin (Germany) 
  2014: Gothenburg (Sweden) 
  2015: Borås (Sweden) 
  2016: Milan (Italy) 

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  2017: Chester (United Kingdom) 
Once the call for nominations is launched, cities with a population of more than 50,000 can 
submit their applications via an online platform. Before going to the European jury there is a 
pre-selection at national level with a separate national jury, which proposes up to three national 
finalists. After the national pre-selection, the finalists’ applications are sent to the European jury 
that takes the final decision. 
All juries, both national and European, are composed  of a representative of a Disabled Persons’ 
Organization (DPO), an accessibility expert, a representative of the national public administration 
and  a  representative  of  an  Older  Persons’  Organization.  This  is  an  excellent  example  of  direct 
involvement of DPOs in a Commission initiative.  
The  Award  covers  four  main  aspects  of  accessibility  that  all  have  to  be  taken  into  account  to 
show a coherent, overarching approach to accessibility: the built environment and public spaces, 
transport and related infrastructure, information and communication (including new technologies 
(ICTs)) and public facilities and services69. There are a first, a second and a third prize but it is 
also  possible  to  designate  a  “special  mention”  for  applicants  that  have  shown  a  special 
commitment or distinguish themselves by an innovative practice in a specific area.  
The  award  ceremony  usually  takes  place  as  part  of  the  programme  of  the  European  Day  of 
Persons with Disabilities.  
Effectiveness/Impact 
The  institution  of  the  City  Access  Awards  has  led  to  a  list  of  examples  that  could  be  used  and 
taken into consideration by city planners. These examples were published by the EC in 2017 
(http://ec.europa.eu/social/main.jsp?catId=738&langId=en&pubId=7986&furtherPubs=yes). 
Transferability 
The replication of similar institutions (i.e. awards, competitions, etc.) from other relevant bodies 
can offer an enhancement and promotion of accessibility issues, providing a strong incentive to 
authorities, city planners, stakeholder associations, and industry. 
Compliance & Innovation 
Incentivising  cities  to  invest  in  urban  transport  accessibility,  which  is  not  yet  well  regulated  by 
European legislation.  

International: Accessible travel and tourism  

Title of Good Practice 
Accessible travel and tourism  
Organisation/Operator 
SAGE Traveling  
Country 
International 
Category 
Premises, Procedures (pre-journey, during-journey) 
Transport mode 
All 
Reference 
https://www.sagetraveling.com/ 
http://www.accessibletourism.org/?i=enat.en.europecommercial.935 
Description of good practice 
The  accessible  journey  planners  Sage  Traveling  provide  customised  accessible  holiday  travel, 
dealing exclusively with accessible travel in Europe.  
Sage  Traveling  offers  comprehensive,  detailed  and  organised  travel  information  on  accessible 
European  tourist  attractions,  hotels  and  transport  (within  and  between  cities)  and  organised 
travels tailor-made to the customers’ desires and accessibility needs.  
Sage  Traveling  conducts  first-hand  accessibility  reviews  of  numerous  European  cities,  while  also 
working  in  cooperation  with  various  disability  associations  Europe-wide.  According  to  the 
European Network for Accessible Tourism (ENAT), John Sage (the founder of Sage Traveling, who 

69 
http://ec.europa.eu/justice/discrimination/disabilities/award/index_en.htm (retrieved on 18 March, 2015). 

Commission, 

European 

Justice, 

Awards 

Access 

City 

DG 

2015, 

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has  mobility  restrictions  himself)  compiled  the  information  based  on  personal  visits  to  over  40 
cities in 11 European countries. Hundreds of hours of researching accessibility in Europe, in order 
to create a systematic, comprehensive compilation of European accessibility information.  
Effectiveness/Impact 
An all-inclusive tourist service aimed at PRM travellers in Europe (in groups or individually). 
Transferability 
PRMs as business clients and their mobility needs integrated into tourist packages is a notion that 
is transferable across Europe. 
Compliance & Innovation 
Integrated transport and travel-accessible recreation services. 

Austria: Multi-actor training and awareness development in Salzburg for facilitating older people 
to more broadly use the public transport 

Title of Good Practice 
Multi-actor  training  and  awareness  development  in  Salzburg  for  facilitating  older 
people to more broadly use the public transport 
Organisation/Operator 
StadtBus and Zentrum für Generationen & Barrierefreiheit (ZGB) 
Country 
Austria 
Category 
Premises, Procedures, People 
Transport mode 
Public transport (rail, road) 
Reference 
http://www.eltis.org/sites/default/files/tool/mediate_good_practice_guide.pdf  
Description of good practice 
In 2004, the local transport operator of Salzburg (StadtBus) and the Zentrum für Generationen & 
Barrierefreiheit  (ZGB)  began  a  partnership  that  yielded  the  Centre  for  Generations  and 
Accessibility.  It  is  aimed  at  enabling  and  encouraging  the  elderly  to  use  public  transport  by 
targeting  certain  key  objectives,  such  as  the  reduction  of  accidents  on  public  transport,  the 
simplification  of  public  transport  use  for  the  target  group  to  retain  their  custom,  and  raising 
awareness about the needs of older people as public transport users. 
The project has included initiatives such as (indicatively): 
 
 
 
 
  PR and marketing activities 
  mobility days 
  a safe mobility section in the bus brochure 
 
StadtBus  together  with  non-governmental  organisations  (NGOs)  cover  the  cost  of  this  project, 
while additional funding has been also received through the EU’s AENEAS project. 
Effectiveness/Impact 
Feedback  was  collected  from  all  actors  involved  in  this  initiative  (through  customer  surveys, 
complaints  collection  and  questionnaires  from  participants  in  passenger  and  driver  training 
schemes), showing a reduction in the number of accidents involving older passengers, as well as 
an increase in the awareness level about the effort among older people. 
Transferability 
The  multivariate  addressing,  with  emphasis  on  the  training  part  of  all  stakeholders  (i.e. 
passengers, operators, general public) can enhance the safety and accessibility of local transport 
systems.  
Compliance & Innovation 
Holistic urban transport accessibility initiative (including infrastructure, vehicles and training).  

improvements to vehicles 
travel training for older passengers 
training for drivers, ticket inspectors and call centre agents 
information stands 

larger maps of the network, larger print timetables. 

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Austria: Travel training for older people in Salzburg 

Title of Good Practice 
Travel training for older people in Salzburg 
Organisation/Operator 
StadtBus and NGO ZGB (Zentrum für  Generationen und Barrierefreiheit) Centre for Generations 
and Accessibility 
Country 
Austria 
Category 
People 
Transport mode 
Public transport   
Reference 
http://www.eltis.org/discover/case-studies/travel-training-older-people-salzburg-austria  
Description of good practice 
Salzburg  implemented  a  project  for  senior  passengers  in  public  transport,  respecting  their 
specific needs and enhancing safe travelling. Older persons remain PT users if they are enabled 
to use PT safely and if their requirements are incorporated. This project encourages mobility for 
older  people,  as  mobility  is  crucial  for  their  quality  of  life.  The  travel  training  is  a  cooperation 
between  the  local  transport  company  (StadtBus)  and  an  NGO  called  ZGB  (Zentrum  für 
Generationen und Barrierefreiheit) Centre for Generations and Accessibility. 
The  project  was  launched  in  2004,  after  a  survey  in  which  older  citizens  complained  about 
problems  that  they  have  when  using  public  transport.  The  aim  was  to  help  senior  passengers 
travel more safely, to remain mobile through to an advanced age, and still be able to enjoy life. 
One  objective  was  to  implement  various  measures  for  passengers  and  within  the  PT  company. 
The focus is not on technical solutions, but rather on “soft measures”. 
The training offered through this project aims to increase safety and tpromote the use of  PT for 
older people, including for older car drivers. Their replies are addressed and they receive helpful 
tips. For example, getting on and off the bus can cause severe problems even if it is a low-floor 
vehicle and many accidents have been noted. The participants of the training are invited in small 
groups to the bus depot, where a bus is made available for the training session.  
Additionally,  a  transport  safety  handbook  was  published  and  a  variety  of  other  marketing 
measures that address the target group of older people were successfully introduced. 
Effectiveness/Impact 
The project encourages mobility for older people, as mobility is crucial to quality of life. 
Transferability 
Many older people use the bus more frequently and feel safer after the training session.  
The travel training session for older people was successfully established in Salzburg.  
The programme gets very positive feedback from participants at passengers training, as well as 
through questionnaires and surveys (distinguished between gender and age).  
Fewer accidents.  
Positive image and more trust in PT company. 47% of the passengers over 60 know at least one 
measure of the project.  
Compliance & Innovation 

User training and awareness for senior travellers.  

Austria: Wiener Linien’s accessibility strategy for visually impaired and blind passengers 

Title of Good Practice 
Wiener Linien’s accessibility strategy for visually impaired and blind passengers 
Organisation/Operator 
Wiener Linien 
Country 

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Austria  
Category 
Premises, Procedures 
Transport mode 
Public transport   
Reference 
http://www.uitp.org/travel-all-commitment-european-public-transport  
Description of good practice 
Tactile guidance system 
In  order  to  make  it  easier  for  visually  impaired  and  blind  passenger  to  get  around,  many 
underground stations and bus and tram stops are equipped with a tactile guidance system, which 
consists  of  light-coloured,  raised  guidance  strips  set  into  the  surface  of  the  platform  running 
parallel  to  its  edge,  leading  to  lifts,  stairs  or  escalators.  Blind  or  visually  impaired  people  can 
travel  with  a  guide  dog  without  any  extra  cost.  Unless  the  dog  has  passed  the  official  training 
course  and  been  recorded  in  the  disabled  persons  pass  issued  by  the  Federal  Social  Office,  it 
must wear a muzzle.  
POPTIS and barrier-free Internet 
Wiener Linien cooperates closely with associations for the disabled and self-help organisations as 
early on as during the planning phase for new systems, in order to be able to optimally take into 
account  the  specific  requirements  of  these  passengers.  One  of  the  most  successful  examples 
here  is  the  POPTIS  (Pre-On-Post  Trip  Information  System)  guidance  system  for  blind  and 
partially sighted individuals, developed by Wiener Linien in cooperation with organisations for the 
blind. POPTIS route descriptions can be accessed via the barrier-free version of the Wiener Linien 
website.  This  website  also  provides  up-to-the-minute  news  updates  and  other  relevant 
information. The relevant pages have been specially designed to be viewed using screen-reader 
(text-to-speech)  programmes,  so  that  both  blind  and  partially  sighted  passengers  have 
unrestricted access. 
Accessibility apps 
Working  in  close  cooperation  with  representatives  of  the  Austrian  Association  in  Support  of  the 
Blind and Visually Impaired, the passenger information app has been significantly improved, also 
by adding a screen reader. On Android and iOS smartphones with the latest update, the screen 
reader of the operating system now reads the sections of text that users touch with their fingers 
out  loud.  This  makes  the  app  easier  to  use  for  visually  impaired  people.  The  departure  time 
monitor also communicates the distance to underground stations as well as bus and tram stops.  
Effectiveness/Impact 
These initiatives make it easier for blind and visually impaired users to use the means of public 
transport and get around in the city. 
Transferability 
Development  of  simple  applications  and  procedures,  as  well  as  cooperation  with  users 
associations  can  lead  to  accessible  transport  and  facilitate  PRMs’  autonomous  use  of  public 
transport.  
Compliance & Innovation 

Aids and apps  for  urban transport accessibility promotion, which still lacks adequate supportive 
legislation at European level. 

Belgium: General accessibility improvements 

Title of Good Practice 
General Accessibility Improvements 
Organisation/Operator 
De Lijn 
Country 
Belgium 
Category 
All (pre-journey) 
Transport mode 

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Road, Rail (multimodal transport) 
Reference 
https://www.delijn.be/nl/overdelijn/organisatie/zorgzaam-ondernemen/toegankelijkheid/  
Description of good practice 
The  accessibility  status  of  public  transport  stops  was  completed.  The  accessibility  data  was 
successfully  linked  to  the  route  planner  and  other  travel  information.  Accessibility  status  is 
displayed in a simple way with icons. 
PRM  representatives  were  involved  in  the  development  of  the  project,  as  well  as  during  the 
further  elaboration  of  the  5  pilot  projects  entitled  “Meer  Mobiele  Lijnen”(More  Mobile  Lines)  in 
which  wheelchair  users  no  longer  had  to  make  a  reservation  for  their  journey.  These  pilot 
projects will be evaluated this year in consultation with PRMs. 
De  Lijn  consults  STIB/MIVB  (Brussels 
the 
implementation  of  the  More  Mobile  Lines  project.  Their  “Accessibus”  project  is  similar  to  the 
Meer Mobiele Lijnen project. 
Effectiveness/Impact 
PRM representatives who supervised the project development are satisfied with the result. 
Transferability 
Could be time consuming depending on the density of the network, but stepwise adoption could 
be helpful. 
Compliance & Innovation 
Combined rail/road accessibility enhancement plan and monitoring system. 

Intercommunal  Transport  Company)  on 

Belgium: OV-buddy's – Voluntary Assistance on Public Transport 

Title of Good Practice 
OV-buddy's – Voluntary Assistance on Public Transport 
Organisation/Operator 
De Lijn 
Country 
Belgium 
Category 
All (during-journey) 
Transport mode 
Rail, Road (multimodal transport) 
Reference 
http://www.treintrambus.be/werking/buddywerking.html  
Description of good practice 
2017  –  East  Flanders,  a  voluntary  initiative,  financed  by  the  Flemish  government,  MOW 
department  with  co-financing  from  De  Lijn.  The  project  was  carried  out  by  the  passenger 
organisation TTB (Trein Tram Bus) in cooperation with IMOB, Hasselt University. 
The pilot project OV-buddy's was an investigation into a system of voluntary assistance on public 
transport, serving to assist and advise people in using public transit systems in order to promote 
mobility options for seniors to remain mobile and active in their communities. Trained volunteers 
accompany riders, offer information and encouragement, while participants build their confidence 
and bus riding skills. 
Effectiveness/Impact 
Unclear as the system is still very new and only applied in one region.  
Transferability 
Depends heavily on the availability and willingness of (unpaid) volunteers.  
Compliance & Innovation 
Voluntary scheme to support PRM multimodal mobility. 

Bulgaria: Audio announcements at public transport stops 

Title of Good Practice 
Audio announcements at public transport stops 

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Organisation/Operator 
Sofia Urban Mobility Centre (part of the public transport authority). 
Country 
Bulgaria 
Category 
Premises, Procedures 
Transport mode 
Public transport   
Reference 
https://www.sofiatraffic.bg/en/ 
Description of good practice 
The key objective of the project was to improve public transport services for persons with visual 
disabilities. There  was no  quantitative  data available on levels of usage before the scheme was 
introduced.  Electronic  boards  giving  real-time  visual  information  about  vehicle  movements  had 
already been installed at city centre stops. This project has added audio announcement modules 
to make real-time information available to blind and partially sighted people.  
The specification for the electronic boards was drawn up by the Union of Blind People, which also 
stated  the  places  and  transport  stops  likely  to  be  most  frequently  used  by  persons  with  visual 
disabilities. The prototypes were tested by persons with visual disabilities before the scheme was 
fully implemented.  
Sofia Urban Mobility Centre is also undertaking another initiative of this kind involving audio stop 
announcements in all vehicles on Sofia public transport. 
Effectiveness/Impact 
There has been a great deal of feedback from representatives of the Union of Blind People. One 
modification  that  has  been  made  as  a  result  of  feedback  is  to  increase  the  volume  level  of  the 
announcements. 
Transferability 
Development  of  simple  applications  and  procedures,  as  well  as  cooperation  with  relevant  user 
associations can lead to accessible transport for persons with reduced mobility. 
Compliance & Innovation 

Good cooperation with users on urban bus accessibility info (Regulation (EU) No 181/2011 does 
not yet cover urban buses). 

Czech Republic: Awareness raising among drivers and other staff 

Title of Good Practice 
Awareness raising among drivers and other staff 
Organisation/Operator 
Czech Blind United (in Czech Sjednocená organizace nevidomých a slabozrakých ČR, shortened as 
SONS) 
Country 
Czech Republic 
Category 
People 
Transport mode 
Road 
Reference 
http://www.sons.cz/ 
Description of good practice 
A special training course on accessibility requirements was developed and delivered to PT drivers. 
Understanding the issue helps drivers become better people as they would often be happy to help 
if they knew how. It also prevents unnecessary misunderstandings. 
Training scenarios range from waiting for the disabled person to get on safely, a short moment to 
let  the  passenger  grasp  the  handle  (or  take  their  seat),  stopping  exactly  where  the  driver  is 
expected to stop, stopping  again if  the  vehicle  stopped behind another vehicle, making sure the 

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external  loudspeaker  is  turned  on  and  is  set  at  an  appropriate  volume,  in  the  event  that  the 
external  loudspeaker  does  not  work  to  provide  an  announcement  by  the  driver,  informing  the 
customer with disabilities in advance to prepare for leaving and many others. 
A  legislation  may  for  example  enforce  assistance  (airports,  bus  and  train  terminals,  etc.),  but  if 
the  employee  does  not  understand  the  reasons  behind  their  duty,  they  may  behave 
inappropriately,  as  is  the  case  with  insisting  that  visually  impaired  persons  use  a  wheelchair, 
despite the fact that s/he has no mobility impairment at all. Such situations may, in certain cases, 
even compromise safety.  
Effectiveness/Impact 
Following  the  awareness  raising  the  impaired  people  did  note  the  difference  and  shared  their 
positive  feedback.  The  costs  were  rather  low  and  the  staff  liked  the  idea  of  becoming  more 
helpful. 
Transferability 
Real-life-scenario based PT driver training, easily transferable to other cities/areas and modes. 
Compliance & Innovation 
Training scheme of drivers across transport modes. 

Czech Republic: Direction of escalator movement 

Title of Good Practice 
Direction of escalator movement 
Organisation/Operator 
Czech  Blind  United  (in  Czech,  Sjednocená  organizace  nevidomých  a  slabozrakých  ČR,  shortened 
as SONS) 
Country 
Czech Republic 
Category 
Premises, Procedures 
Transport mode 
Air, road, rail, multimodal transport 
Reference 
http://www.sons.cz/ 
Description of good practice 
When there are two escalators, usually the right one goes upwards, while the left downwards. If 
only  a  single  escalator  is  present,  it  is  usually  going  upwards  and  the  stationary  staircase  is 
reserved  for  downward  direction.  If  more  than  two  escalators  are  present,  like  when  there  are 
two, the moving ones are usually still on the right. Exceptions to the above rules include strange 
station  layouts  with  a  natural  flow  of  people  in  the  opposite  direction,  temporary  changes  (like 
speeding up evacuation of a great crowd after a football match or concert etc., in which case all 
available  escalators  may  be  moving  downwards),  attempts  to  slow  down  wearing  out  the 
escalator by switching it off during off-peak hours etc. 
When a blind person is exiting the metro, they search for the appropriate exit in the underpass by 
pressing No. 1 on their remote control. Once they find the proper exit, they press button No. 2 to 
get the escalator mode of operation. The information is announced about the escalators from left 
to right and is usually one of following states: going downwards, upwards, off and out of service. 
Where 3 or more escalators are present, the information is combined to speed up the output (e.g. 
“2 leftmost escalators go up, rightmost goes down “or” all three escalators go down”). 
Impact  
It is an easy way to inform the impaired person on the mode of operation. The voice output may 
also  help  them  locate  the  escalator  itself,  as  it  is  installed  in  the  central  axis  above  where  the 
escalator starts. 
Transferability 
Bundled with the use of the transmitter – one can likely not be used without the other. 
Compliance & Innovation 
Info on critical parts of transport link accessibility (escalators). 

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Czech Republic: LED line numbers 

Title of Good Practice 
LED line numbers 
Organisation/Operator 
Czech  Blind  United  (in  Czech,  Sjednocená  organizace  nevidomých  a  slabozrakých  ČR,  shortened 
as SONS) 
Country 
Czech Republic 
Category 
Premises, Procedures 
Transport mode 
Road, rail transport 
Reference 
http://www.sons.cz/  
Description of good practice 
Large  numbers  on  the  front,  rear  and  lateral  sides  of  new  trams  and  buses  are  in  fact  LED 
displays.  They  are  high  contrast  and  may  be  easily  updated,  the  tram  may  (and  few  lines 
unfortunately  do)  renumber  during  the  journey.  The  size,  shape  and  contrast  of  the  numbers 
were established after consulting the visually impaired community. 
Effectiveness/Impact 
This is an example of good cooperation during the development phase. 
Transferability 
Depends on the possibility of installation on existing vehicles or only on new vehicles. 
Compliance & Innovation 
Aids for PT info accessibility, applicable to all road transport modes. 

Czech Republic: Multimodal search in timetables of all transporters 

Title of Good Practice 
Multimodal search in timetables of all transporters 
Organisation/Operator 
Czech  Blind  United  (in  Czech,  Sjednocená  organizace  nevidomých  a  slabozrakých  ČR,  shortened 
as SONS) 
Country 
Czech Republic 
Category 
Procedures 
Transport mode 
All 
Reference 
http://www.sons.cz/  
Description of good practice 
In  the  Czech  Republic,  there  is  a  nationwide,  publicly  and  freely  available  timetables  system, 
which  allows  for  searching  all  connections  available  to  the  general  public  (i.e.  excluding  only 
private journeys). It is quite well accessible, detailed and allows for advance planning of journeys, 
be it a journey by public city, regional or nationwide transport. The inclusion of the timetables of 
all national rides is guaranteed by Czech legislation.  
The system is able to schedule switching from any mode to another one, respects switching time 
and even covers some foreign transporters. In most cases, it also offers direct links for making a 
reservation or ticket order. And in many cases, it also directly informs about a delay and/or last 
known position. The strongest weakness of this system is that it is run by a private company that 
is not willing to make the data publicly available in a format that would be easy to process. 
Effectiveness/Impact 
The  multimodal  search  engine  covering  all  timetables  is  a  rather  addictive  feature.  As  are  the 
links  to  the  internet  ticket  office  and  information  on  delays.  Further  integration  so  that  the 

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customer could search in international timetables would be welcome and so would an integrated 
multimodal ticket. 
Transferability 
Requires coordination between all operators and compatible data systems, which may not always 
be straightforward. 
Compliance & Innovation 
Accessibility info on PT across modes. 

Czech Republic: Next and second-next stop announcement and other details in Prague 

Title of Good Practice 
Next and second-next stop announcement and other details in Prague 
Organisation/Operator 
Czech  Blind  United  (in  Czech,  Sjednocená  organizace  nevidomých  a  slabozrakých  ČR,  shortened 
as SONS) 
Country 
Czech Republic 
Category 
Procedures 
Transport mode 
Road, rail, multimodal transport 
Reference 
http://www.sons.cz/ 
Description of good practice 
In Prague trams and buses, the internal loudspeaker announces not only the next stop, but also 
the second next. When the tram door is closing and the tram is leaving a station, it announces the 
next station. When it is approaching that  station,  it announces it once  again, this time together 
with  the  next  one  after  that.  People  who  might  not  remember  which  tram  they  are  on,  or  who 
have forgotten the schedule, are thus able to get off and wait for the proper line. Such a solution 
is useful not only to visually impaired people, but also to all passengers in overcrowded vehicles 
when you cannot see the display, or for the elderly with memory or concentration limitations, etc.  
The  information  may  be  and  is  complemented  by  visual  information  on  displays  (showing  more 
stations  in  advance)  as  well  as  by  arrow  signs  on  stops.  Announcements  for  everyone  include, 
among others: the side on which the door will open, the type of stop (e.g. to warn you that you 
are  exiting  onto  the  road,  etc.),  possible  changes  to  other  lines,  changes  between  zones  and 
many more.  
Effectiveness/Impact 
Getting  proper  information  helps  users  find  their  way  easily  and  may  have  a  positive  effect  on 
public transport usage. 
Transferability 
Announcement  systems  are  generally  flexible  enough  to  allow  modifications  of  this  nature,  thus 
this is an easily transferable practice.  
Compliance & Innovation 
Optimal accessible info provision en route in urban PT. 

Czech Republic: Perfectly accurate position of all public transport vehicles made available to 
general public 

Title of Good Practice 
Perfectly  accurate  position  of  all  public  transport  vehicles  made  available  to  general 
public 
Organisation/Operator 
Czech  Blind  United  (in  Czech,  Sjednocená  organizace  nevidomých  a  slabozrakých  ČR,  shortened 
as SONS) 
Country 
Czech Republic 

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Category 
Procedures 
Transport mode 
Road, rail, multimodal transport 
Reference 
http://www.sons.cz/  
Description of good practice 
A  Czech  Technical  University  student  wanted  to  make  an  app  suitable  for  disabled  users. 
Unfortunately,  he  found  only  a  few  transporters  were  willing  to  make  perfectly  accurate  data 
available. Some transporters are limited by their technology, as is the case with local trains, some 
others are only willing to share position information about the last passed station (Prague Public 
Transit  Company),  while  a  few  were  allegedly  willing  to  share  perfect  accuracy  (Brno  Public 
Transport). The same applies to the GPS location of all stops. 
The  project  aimed  to  fill  the  gap  in  current  search  engines,  which  are  suitable  for  the  general 
public, but not so much for individuals with disabilities. When a person with disabilities switches 
vehicle, they do care whether they should just get off and then wait at exactly the same spot to 
get on again, or whether they have to relocate to another place, which often has the same name 
within  the  timetable,  although  it  may  be  hundreds  of  metres  away.  Fully  sighted  people  can 
usually  check  rather  fast  whether  they  are  in  the  right  place  or  have  to  relocate.  A  visually 
impaired  individual  has  to  plan  in  advance  and  probably  even  know  the  area  (e.g.  learning  to 
navigate  it  with  an  instructor).  Perfectly  accurate  GPS  positions  of  all  stations  and  all  vehicles 
could  improve  things  considerably.  Completely  open  and  easily  machine-processable  data  would 
be ideal/most preferred. 
Effectiveness/Impact 
The project was discontinued due to a lack of cooperation from operators.  
Transferability 
When data is public, services like this have a better chance of success. 
Compliance & Innovation 
Aid to support urban accessibility across modes. 

Czech Republic: Transmitter for the blind 

Title of Good Practice 
Transmitter for the blind 
Organisation/Operator 
Czech Blind United (in Czech, Sjednocená organizace nevidomých a slabozrakých ČR, shortened 
as SONS) 
Country 
Czech Republic 
Category 
Procedures, People 
Transport mode 
Air, road, rail, multimodal transport 
Reference 
https://www.sons.cz/Barrier-Free-Cities-2016-P4003518.html 
http://www.edf-feph.org/sites/default/files/disability_guide_v12_clean_-
_accessible_word_1.docx 
Description of good practice 
The transmitter is a sort of remote control used by blind and partially sighted people and comes 
in 2 basic types: one is a small standalone device and the second is integrated into the handle of 
the white cane. 
Its 6 buttons are easily distinguishable by touch and after being pressed, provide both tangible 
and acoustic (short beep) feedback. Assignment of each of the buttons has been standardised, to 
be rather concise: 1 is for brief info, 2 for extensive info, 3 announces vehicle line and direction, 
4 opens the door, 5 activates the acoustic feature, 6 controls info tables. The remote control of 

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orientation  and  information  installations  (“transmitter  for  the  blind”)  is  listed  as  adaptive 
equipment,  thus  a  blind  person  can  apply  for  funding  when  they  want  to  procure  it.  Subsidies 
make this aid widely available.  
The transmitter is manufactured in two models with identical functions: 

- 
- 

a pocket-sized keypad with 6 pushbuttons (type VPN 01). 
a keypad fitted into the white cane (type VPN 03). 

If desired, a blind person can control the following equipment anywhere in the Czech Republic: 

- 

- 

- 

- 

- 

fixed sound beacons (emitting jingles and/or pre-recorded phrases, Type DHM or OHM) and 
sound beacons placed above escalator entrances; 
systems announcing public transport vehicle numbers and destinations from an exterior 
loudspeaker; 
loudspeaker notifying about the intention to get on or off the vehicle to the driver on 
Prague Underground: to signal the request for opening all doors of the incoming train; to 
open pre-defined doors of trains, series 471, Regionova trains, and Prague tram, Type 14T; 
activate traffic lights at duly equipped pedestrian crossings, including renovated 
railway/pedestrian junctions;  
find an electronic information stand and activate its pre-recorded messages.  

The  strength  of  this  remote  control  is that  it is  widely  spread  both  in  terms of  remote  controls 
and  receivers,  people  are  used  to  it,  it  is  ergonomic,  quite  affordable  (the  transmitter  costs 
around  €100),  the  battery  lasts  for  many  months,  its  usage  is  standardised  and  supported  by 
legislation,  and  lastly,  it  complements  tactile  adaptations  of  the  environment  well.  Acoustic 
beacons  help  find  the  proper  door  of  most  importantly,  public  buildings  (post  offices,  some 
banks,  municipal  offices  and  other  places  of  public  interest)  as  well  as  helping  users  find  their 
way  inside  a  train  or  metro  station  or  bus  terminal.  Furthermore,  the  remote  control  is  not 
limited to the activation of stationary beacons with pre-recorded messages alone – it also helps 
users  get  on  the  proper  vehicle  by  announcing  the  line  number  and  direction,  makes  the  door 
open  automatically,  notifies  the  driver,  activates  speech  output  of  displays,  activates  acoustic 
traffic lights and announces in which direction the escalators move. 
This practice has been implemented all over the Czech Republic, especially in Prague.  
Effectiveness/Impact 
It improves self-reliance of the visually impaired person and thus has a positive impact on their 
mobility. 
Transferability 
The  use  of  the  transmitter  is  tightly  linked  with  infrastructure  and  equipment  for  a  large  part 
(sound  beacons,  loudspeakers),  but  certain  aspects  can  probably  be  adopted  elsewhere  with 
limited barriers (e.g. location-based information based on GPS positioning). The equipment itself 
requires investment, as well as the database of information feeding the device. 
Compliance & Innovation 
Multimodal personal mobility support aid for persons with visual impairments. 

Estonia: Accessibility through digitalisation of public transport in Tallinn  

Title of Good Practice 
Accessibility through digitalisation of public transport in Tallinn  
Organisation/Operator 
Tallinn Municipality 
Country 
Estonia  
Category 
Premises, Procedures, People 
Transport mode 
Urban transport (rail, road) 
Reference 
 https://www.euractiv.com/section/public-transport-accessibility/news/digital-and-accessible-
tallinns-public-transport-aims-for-more/   
Description of good practice 

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The  Municipality  of  Tallinn  has  focused  on  and  invested  in  the  accessibility  of  the  city’s  public 
transport.  Several  measures  and  initiatives  have  been  adopted,  ranging  from  accessible 
infrastructure and services to training programmes for urban mobility staff.  
Measures adopted include the following:  
  renovation of all tram stops with special paving bricks to guide passengers with visual 

 

disabilities. 
installation of appropriate ticket machines next to doors, with a height adjusted for persons in 
a seated position (i.e. wheelchair users).  

  eCards for ticketing and smart cards have been made obligatory for public transport, 

simplifying the transport procedure for PRMs, as they do not need to wait and use ticketing 
machines. 

  placing of ramps and a special kneeling system on 90% of buses in Tallinn. This is also the 

case for 55% of trams and 52% of trolleys.  

Effectiveness/Impact 
The  accessibility  level  of  Tallinn  can  be  considered  as  an  example  to  be  followed  by  other 
European countries, despite the fact that it has the characteristics of a medieval city.  
Transferability 
Effective  use  of  ITS  to  bring  barriers  down  is  cost  efficient  (i.e.  instead  of  adapting  ticketing 
machines  to  lower  height,  tele-operate  them).  Also,  good  emphasis  on  pavement  accessibility, 
transferable to many medieval European cities. 
Compliance & Innovation 
ICT-based solutions to enhance urban transport accessibility.  

France: Accessibility of driverless local transport in Rennes 

Title of Good Practice 
Accessibility of driverless local transport in Rennes 
Organisation/Operator 
City of Rennes 
Country 
France 
Category 
Premises 
Transport mode 
Public transport   
Reference 
https://www.euractiv.com/section/public-transport-accessibility/news/how-to-make-transport-
accessible-and-cheap-learn-from-rennes/  
Description of good practice 
The  driverless  Metro  line  A  (of  the  city  STAR  transport  network)  has  been  fully  accessible  to 
people with mobility, vision and hearing disabilities since 2002. Since 2003, it has been combined 
with local buses (feeders to the Metro line), which are also accessible. Each bus is equipped with 
access platforms, two spaces reserved for wheelchairs, as well as screens with visual and verbal 
announcement of stops.  
This  project  is  implemented  in  cooperation  with  Handicap  35,  an  umbrella  organisation  of  50 
disability  associations.  Handicap  35  had  their  say  in  the  project  and  gave  their  advice  and 
suggestions for everything from the type of transport and retrofits (adding new technology to old 
systems) to information and signalling systems. 
Effectiveness/Impact 
Wheelchair users make on average 180 journeys a day on the buses and 250 on the metro. 
Transferability 
Combined accessibility of two (2) transport modes. 
Cooperation  with  users  and  their  involvement  in  the  entire  procedure  (from  design  to 
maintenance) can lead to accessible transport for persons with reduced mobility. 
Compliance & Innovation 

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Accessibility of driverless local transport is innovative and looks towards the future of automated 
transport accessibility.  

France: Educating transport personnel about mobility 

Title of Good Practice 
Educating transport personnel about mobility  
Organisation/Operator 
RATP (Paris Transport Operator) 
Country 
France 
Category 
Procedures, People 
Transport mode 
Public transport   
Reference 
http://www.uitp.org/sites/default/files/Euractiv_texte%20RATP_ENG.PDF  
Description of good practice 
RATP  (Paris  Transport  Operator)  tries  to  meet  the  mobility  needs  of  all  its  passengers,  by  the 
development  of  various  initiatives  to  educate  people  about  mobility.  A  range  of  products  and 
services  helps  people  learn  how  to  use  public  transport  properly.  Additional  media  (reminders, 
educational  kits,  animated  films,  etc.)  are  aimed  at  people  with  disabilities,  social  sector 
professionals, people on the path to social integration, senior citizens, etc. There are currently six 
animated  films.  4  of  them  are  intended  for  passengers.  However,  the  other  two  films  are 
addressed to transport staff and show how to help passengers who need extra assistance. 
More specifically: 

1.  "The Adventures of Fred" provides bus drivers with good practices to adopt towards people 
with reduced mobility (i.e. the elderly, visually impaired, passengers on crutches, pregnant 
women, etc.). The aim is to prevent the kind of falls that can occur on buses. The film 
features a bus driver who had to travel on the bus with his leg in plaster. Finding himself on 
the other side of the fence, he had to deal with situations regularly faced by passengers with 
reduced mobility: getting on the bus, reaching a seat, talking to other people with limited 
mobility. 

2.  "Staff insight" raises the awareness of station staff when it comes to assisting people with 

cognitive disabilities, through specific training. 

Effectiveness/Impact 
A  simple  initiative  that  provides  PRMs  the  chance  to  have  a  more  accessible  transport  network 
via the service provided by staff. 
Transferability 
The  effort  to  make  RATP  networks  accessible  is  conducted  in  cooperation  with  9  associations 
grouped  together  within  an  Accessibility  Consultative  Committee  (CCA)  set  up  in  2009.  These 
association partners meet regularly to learn about and evaluate projects proposed by RATP and 
this is a solid example of how proper cooperation with DPOs can overcome accessibility barriers. 
Compliance & Innovation 

Accessibility  of  urban  transport  drivers.  Highly  innovative  and  relevant  to  future  automated 
transport means accessibility issues.  

France: Infomobi - Internet information service for mobility-reduced persons 

Title of Good Practice 
Infomobi - Internet information service for mobility-reduced persons 
Organisation/Operator 
Ile-de-France region 
Country 
France 

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Category 
Procedures 
Transport mode 
Public transport  
Reference 
https://www.iledefrance-mobilites.fr/plan-infomobi/  
http://www.eltis.org/DISCOVER/CASE-STUDIES/INTERNET-INFORMATION-SERVICE-MOBILITY-
REDUCED-PERSONS-PARIS-FRANCE  
Description of good practice 
Infomobi is an information service that provides real-time information about the accessibility of 
public transport services, with special concern for persons with reduced mobility. It is accessible 
by  telephone,  E-mail  or  website.  More  specifically,  the  website  of  "Infomobi"  is  divided  into  4 
special  sections  providing  dedicated  information  to  different  user  groups:  passengers  with 
motor, visual, hearing and cognitive disabilities.  
Infomobi  collects  information  (also  about  station  equipment,  i.e.  the  number  of  lifts  and  other 
facilities) from several transport operators, such as: 

  RATP (Régie autonome des transports Parisiens - Paris Transport Association providing bus, 

tram, metro and heavy rail services) 

  SNCF (Société nationale des chemins de fer français - French national railway providing 

suburban rail services) 

  OPTILE (L'Organisation Professionnelle des Transports d'Île-de-France - a federation of 80 

private bus operators around Paris) 

The  call  agents  also  provide  detailed  information  about  walking  distances,  lift  locations  and 
where  people  can  seek  assistance  during  their  journey.  Moreover,  if  no  mainstream  transport 
service  is  accessible  for  a  specific  request,  Infomobi  users  can  contact  the  door-to-door 
transport reservation centre. 
Effectiveness/Impact 
Infomobi  information  service  is  integrated  into  the  mobility  service  of  Paris  Ile-de-France 
https://www.iledefrance-mobilites.fr/, offering personalised info for each main PRM user group.  
Transferability 
Infomobi is an accessible transport information service for urban transport, providing dedicated 
info for each main PRM user group,  as well as integrated info on multimodal hubs accessibility 
and interfacing, at the same time, both public and private PT service providers. 
Compliance & Innovation 

Cross-modal accessibility information service. 

France: Les Compagnons de Voyage 

Title of Good Practice 
Les Compagnons de Voyage 
Organisation/Operator 
RATP (the Paris/Ile-de-France transport authority) & SNCF (French Railways) 
Country 
France 
Category 
Procedures, People 
Transport mode 
Public transport  
Reference 
http://www.eltis.org/sites/default/files/tool/mediate_good_practice_guide.pdf  
Description of good practice 
“Les  Compagnons  de  Voyage”  is  an  initiative  developed  and  organised  jointly  by  the  Paris/Ile-
de-France transport authority (RATP) and the French Railways Organisation (SNCF), in order to 
assist  any  person  with  a  permanent  or  temporary  difficulty  when  using  public  transport  within 

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the Paris region or anywhere in France. 
It is available 24 hours a day, seven days a week, and provides all PRMs or any person feeling 
that they have such a need, with a trained escort to accompany them on a temporary or on a 
regular  basis,  so  that  they  can  travel  independently.  Moreover,  a  door-to-door  service  is  also 
provided  and  is  available for  any  kind  of  journey  (medical  appointments,  leisure  travel,  school 
transfers, etc.). 
More  specifically,  all  passengers  who  are  interested  in  this  service  have  to  do  is  contact  an 
advisor  to  plan  their  journey  and  book  their  service.  Once  requested,  the  PRM  passenger  can 
meet with the assistive staff member at the station and s/he will escort them to the train, carry 
their luggage and offer assistance to get settled on board.  
At  the  destination  station,  another  SNCF  employee  will  meet  the  PRM  to  take  them  to  their 
meeting point or, if changing trains, will escort them on board the next train. 
Compagnons du Voyage is a service association that provides travelling companions for children, 
the  elderly  and  the  disabled.  Each  companion  is  a  skilled  professional  with  training  in  first  aid 
and a variety of disabilities. 
The costs of this service are covered by a charge on the service users, while 50% of the costs of 
the journey are tax deductible for everyone. 
Effectiveness/Impact 
The success of the programme has been measured with the use of three parameters:  
 
 
 
This programme was launched in 1993 and since then: 
  more than 100 trained escorts with awareness of a wide range of disabilities have 

the number of people participating in it, 
the feedback from them , as well as 
the success in enabling people who participated to travel independently. 

participated in the programme, 

  more than one million journeys have been undertaken, and 
 

there is an average of 150 accompanied journeys every day in the city of Paris and its 
suburbs. 
Transferability 
Society  engagement  and  cooperation  between  different  parts  of  the  transport  system  can 
significantly improve the accessibility level of public transport. 
Compliance & Innovation 
Urban mobility assistance scheme. It transfers the concept of Regulation (EC) No 1371/2007 on 
assistance for rail to the urban PT. 

Germany: Accessibility training and services in Stuttgart 

Title of Good Practice 
Accessibility training and services in Stuttgart 
Organisation/Operator 
Stuttgarter Straßenbahnen AG 
Country 
Germany 
Category 
People (pre-journey), Premises (during journey),  
Transport mode 
Road, rail (multimodal transport) 
Reference 
http://www.ssb-ag.de/Barrierefrei-66-0.html  
http://www.ssb-ag.de/Stadtbahn-254-0.html  
Description of good practice 
Urban transport in Stuttgart has reached enhanced accessibility through the following actions: 
Pre-journey: 
Since  2002,  SSB  has  provided  dedicated  training  courses  on  a  voluntary  basis  to  staff  for 
helping persons with disabilities and  reduced mobility  directly in SSB vehicles (both buses  and 
light  rail).  Individuals  or  groups  can  sign  up  for  free  seminars.  Upon  request,  SSB  organises 

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events with buses at homes for disabled people as well as retirement homes. 
During-journey: 
100%  of  light  rail  vehicles  have  been  accessible  since  2007  and  100%  of  light  rail  stops  have 
been accessible since 2016. 
Accessibility  improvements  were  financed  via  the  federal  and  regional  law  on  infrastructure 
funding GVFG/LGVFG. It has been an ongoing and continuous process over the past 35 years. 
SSB  operates  a  light  rail  system  in  Stuttgart  with  high-floor  vehicles  and  high  platforms  that 
include ramps and elevators. 
Effectiveness/Impact 
Good  feedback.  Good  image  for  the  company  –  SSB  is  profiting  from  well-trained  people  with 
reduced mobility. SSB assumes its social responsibility as a provider of public transport. 
Transferability 
Combination  of  accessible  vehicles,  stations  and  properly  trained  staff  is  the  model  to  be 
followed for urban transport accessibility across Europe. 
Compliance & Innovation 
This service applies Regulation (EU) No 181/2011 to urban PT, while it is officially only for long-
distance coaches and buses. Extension of scope of the regulation, but with limited innovation. 

Germany: Barrier-free design of infrastructure 

Title of Good Practice 
Barrier-free design of infrastructure 
Organisation/Operator 
NEB 
Country 
Germany 
Category 
Premises 
Transport mode 
Multimodal transport 
Reference 
https://www.eba.bund.de/DE/Themen/Fahrgastrechte/fahrgastrechte_node.html 
Description of good practice 
The long-distance bus station outside the city centre is located on the ground floor of parking lot 
P14 of Stuttgart Airport, and offers the following: 

1.  High multimodal linkage:  

- 

S-Bahn train connection (Stuttgart Flughafen/Messe) in the terminal area of the 
adjacent airport. Barrier-free transition to the SAB guaranteed by lifts and ramps. The 
route is well marked. 

-  Direct integration of local and regional stops in the bus terminal. 
- 

Arrival by car can be made via the nearby Stuttgart motorway junction. 

2.  Linking the feeder and deliverer traffic: 

- 
- 
- 

- 

taxi stands 
short-term parking facilities for car rides 
disabled parking spaces in direct proximity to the long-distance bus terminal, so that 
PRM can easily reach the location in their own car. 
additional use of the airport's parking capacity is possible. 

3.  Accessibility on-site:  
a)  Routing and orientation: 

- 

- 

ground indicator-based guidance system available; provides the necessary orientation 
for visually impaired passengers throughout the bus station;  
safe, tactile and visually perceptible demarcation of the various functional areas (service 
areas, bus stops (entrance areas); 
centrally located service and waiting areas; 
paths to the service and information areas well marked with pictograms; 

- 
- 
-  marking of the entry fields to the long-distance buses with ground indicators and 

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simultaneous connection to the tactile control system. 

b)  Weather protection / waiting areas / seating: 

-  weather-protected open waiting areas with seating facilities directly at the individual bus 
stops as well as a closed heated waiting area for longer waiting times with seats, own 
passenger information system and bistro within the service area.  
access to closed waiting area with separate door for wheelchair users including request 
button   

- 

c)  Sanitary installations: 

- 

barrier-free sanitary facilities (WC, changing room for toddlers, shower units) directly 
available at terminal level. 

The  infrastructural  design  of  this  bus  station  goes  far  beyond  the  requirements  of  Regulation 
(EU)  No  181/2011  and  has  attracted  attention  to  the  NEBs  during  on-site  inspections.  It 
combines the special needs of PRMs with the requirements of all passengers. The design (visual-
tactile  guidance  system  and  obstacle-free  routes)  ensures  that  persons  with  limited  mobility 
have the greatest possible independence when it comes to accessing bus operations and other 
public transport. 
Attention  should  also  be  drawn  to  the  handbook  "Barrierefreiheit  im  Fernbusverkehr” 
(Accessibility in long-distance bus transport), published by the Federal Ministry of Transport and 
Digital Infrastructure (BMVI) in August 2017, which as a guideline not only provides an overview 
of  the  legally  prescribed  measures  for  scheduled  bus  services  (long-distance  buses  and 
infrastructure),  but  also  contains  further  recommendations  that  go  beyond  legal  requirements, 
in  order  to  further  expand  participation  opportunities  for  all  people  in  scheduled  bus  services 
(http://www.bmvi.de/SharedDocs/DE/Anlage/Presse/133-ferlemann-handbuch-barrierefreiheit-
im-fernbuslinienverkehr.pdf?__blob=publicationFile). 
The  design  of  the  Stuttgart  long-distance  bus  station  also  includes  recommendations  for  the 
handbook. 
Effectiveness/Impact 
Full integration of PRM services between the airport and the bus terminal is a great help to PRM 
travellers, and can also benefit other travellers. 
Transferability 
Good design principles, transferable to multimodal hubs. 
Compliance & Innovation 
Application  of  Regulation  (EU)  No  181/2011  for  long  distance  bus  stop  accessibility  in  a 
multimodal hub bus station. 

Germany: Integrated seamless travel in Bochum 

Title of Good Practice 
Integrated Seamless Travel in Bochum 
Organisation/Operator 
BOGESTRA AG 
Country 
Germany 
Category 
Premises, Procedures, People  
Transport mode 
Road, rail, multimodal transport 
Reference 
www.bogestra.de  
Description of good practice 
In  Bochum,  a  set  of  coordinated  measures  were  implemented  to  enhance  PT  accessibility, 
namely: 

- 

Information: two-sense dynamic passenger information system (virtual and acoustic) in 
151 PT stops; digital routing, with acoustical info for visually impaired people via “Mutti” 
app (https://muttis-laden.de/Connection.action), web based info on elevator failure time 
and on barrier-free stops. 

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- 

Infrastructure: modification of stops and stations for barrier-free access; barrier-free 
elevators; 70% of ticketing machines operating according to TSI PRM with braille and low 
height for wheelchair users. 

-  Vehicles: High percentage of accessible vehicles, enlarged multipurpose areas within them 
for PRMs, stop call buttons from every seat, high-contrast design, two-sense principle on-
stop announcement. 

-  Training: of PRM on mobility, of driving, security and service staff for dealing with PRM and 
through the “age explorer” - a suit that simulates the physiological limitations of older 
people. 

-  Provision of mobility and accessibility training courses for PRMs for pre-journey, during-

journey and after-journey phases to remove inhibition thresholds and barriers for various 
concerned groups (people with age-related reduced mobility (users of walker frames etc.), 
very young children including inclusion children, people with cognitive disabilities, visually 
impaired, wheelchair users, people with physiological disabilities, people with language 
barriers, etc.). 
Effectiveness/Impact 
Good  feedback  received,  increasing  demand  (also  by  other  PRM  groups),  initiative  has  been 
awarded by the State of North-Rhine Westphalia twice with the state prize of domestic security 
(“Landespreis für innere Sicherheit”). 
Transferability 
Extensive, multilevel program, with various levels of transferability: 

  Availability of information and related tools: relatively easy and cheap, provided that 

backend databases are easy to maintain. 

 

Infrastructure: PRM requirements can be compiled as part of integral design guidelines. 

  Vehicles: depending on replacement cycles. 
  Staff: diverse and efficient training. 

Compliance & Innovation 
Integrated accessible urban PT (not yet covered by EU regulations). 

Germany: Mobility Agents programme in rural North Rhine Westphalia 

Title of Good Practice 
Mobility Agents programme in rural North Rhine Westphalia 
Organisation/Operator 
Transport Association 
Country 
Germany 
Category 
Procedures 
Transport mode 
Public transport  
Reference 
http://www.eltis.org/discover/case-studies/mobility-agents-help-people-public-transport-rural-
north-rhine-westphalia  
Description of good practice 
This information service was established in 2005 when a gap was identified in the service of the 
local  PT  providers.  It  targets  people  who  use  public  transport  but  have  trouble  finding  the 
scheduling information they need. The high profile of Mobility Agents’ work at community events 
is also encouraging non-public transport users to consider using the bus or train.  
Although  established,  organised  and  run  by  a  volunteer-run,  non-profit  society,  the  Mobility 
Agents service is financed by the Transport Association, an agglomeration of 9 public transport 
providers and 20 local authorities. Covered costs include telephone and internet connections for 
the  volunteers  working  on  the  hotline,  as  well  as  a  uniform  (jackets  or  shirts)  to  make  the 
Agents  visible  and  recognisable  at  public  events.  Promotional  materials  (posters,  flyers  and 
adverts) for the services are also produced.  

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Since  its  establishment,  the  Mobility  Agents  have  been  providing  advice  over  the  telephone, 
internet and in person at community events to their rural neighbours on public transport tariffs, 
routes  and  schedules  based  on  their  intimate  knowledge  of  the  regional  transport  network. 
Through their  on-the-ground contact  with public transport  customers, the  Agents are  also able 
to inform the transport association of shortcomings in services and possible improvements. 
Effectiveness/Impact 
The Mobility Agents keep a record of all the requests they receive. The requests increased from 
1149 requests for information by telephone in 2006 to 1808 in 2009, as well as E-mail inquiries 
and questions at information stands. In 2006, a village information stand received fewer than 10 
requests  for  information.  In  2010,  they  often  received  more  than  75,  indicating  significantly 
increased interest. 
Transferability 
A novel business model involving a public-private cooperation scheme that provides information 
on public transport, including accessible rural transport. 
Compliance & Innovation 

Volunteer and non-profit services to enhance urban PT accessibility.  

Germany: Mobility training and barrier free travel services 

Title of Good Practice 
Mobility training and barrier free travel services 
Organisation/Operator 
Berliner Verkehrs-Betriebe (BVG) 
Country 
Germany 
Category 
Procedures (pre-journey), Premises (during-journey) 
Transport mode 
All (urban PT) 
Reference 
https://www.bvg.de/de/Willkommen/Barrierefreies-Reisen  
Description of good practice 
BVG has provided mobility training since 2013. Already back in 1995, they had produced a flyer 
on “barrier-free mobility”. 
Input  from  public  transport  network  Berlin/Brandenburg  (VBB),  bus  and  tram  accompanying 
service (Bus- und Bahnbegleitservice). 
In  2008,  they  purchased  new  tram  vehicles  (type:  FLEXITY  BERLIN)  with  large  multipurpose 
areas, which provide for the parking of two wheelchairs completely securely and comfortably. 
Effectiveness/Impact 
Good feedback received, observations indicate a rise in PRM user numbers. 
Transferability 
Easy for training, investment required for vehicles (depending on replacement cycles) 
Compliance & Innovation 
Training on accessible urban PT (not yet covered by EU regulations). 

Germany: Training and awareness sessions for PRM passengers from trained public transport 
staff in Stuttgart 

Title of Good Practice 
Training  and  awareness  sessions  for  PRM  passengers  from  trained  public  transport 
staff in Stuttgart 
Organisation/Operator 
Stuttgarter Straßenbahn AG (SSB) 
Country 

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Germany 
Category 
People 
Transport mode 
Public transport (road, rail transport) 
Reference 
http://www.eltis.org/sites/default/files/tool/mediate_good_practice_guide.pdf  
Description of good practice 
The  public  transport  provider  in  Stuttgart  (Stuttgarter  Straßenbahn  AG  (SSB))  provides 
passenger training sessions (half a day) four times a year (since 2002), for people with mobility 
or visual disabilities, in order to offer PRM the chance to use public transport, making it barrier-
free.  
Drivers  from  SSB  provide  information  on  the  layout  and  the  operation  of  buses  and  light  rail 
vehicles so that  the PRM  passengers can get familiar with their use,  understand  how they  can 
use public transport, and benefit from it. 
The  funding  is  integrated  into  SBB’s  running  costs  budget,  while  a  user  committee  supervises 
and provides advice concerning the content of the training sessions. 
Effectiveness/Impact 
The  feedback  received  from  the  passengers  that  have  participated  in  the  programme  is  very 
positive,  and  they  are  also  involved  in  the  update  and  optimisation  process  of  the  training 
course through their comments. 
Transferability 
Cooperation  between  transport  operators  and  passengers  can  lead  to  the  optimisation  of  the 
public transport system.  
Compliance & Innovation 
Utilisation of trained PT staff to train PRMs on PT use. 

Italy: Seamless assistance for PRMs  

Title of Good Practice 
Seamless assistance for PRMs  
Organisation/Operator 
FS Ferrovie dello Stato Italiane – Italian Railways 
Country 
Italy 
Category 
Procedures, People 
Transport mode 
Multimodal transport 
Reference 
www.fsitaliane.it 
http://www.rfi.it/rfi/NOTIZIE-E-DOCUMENTI/Novità-on-line/30-agosto-2017 
Description of good practice 
Since 1 August, 2017, at Rome Fiumicino Airport. This practice is a new multimodal, integrated 
air-rail  service  for  PRMs  arriving  by  train  (or  taking  the  train  after  their  arrival  by  plane)  at 
Fiumicino Airport in Rome.  
RFI (Italian Infrastructure Manager) and ADR Assistance (airport manager) signed a cooperation 
agreement  providing  seamless  assistance  to  PRMs  with  accompanying  staff  available  at 
Fiumicino  Airport  station,  from  the  aircraft  to  the  train  and  vice  versa.  Specific  staff  provide 
assistance to PRMs either upon arrival or departure, accompanying and supporting them during 
all travel stages, such as security checks, luggage delivery, purchase of train tickets. 
Effectiveness/Impact 
The  main  criteria  taken  into  account  is  customer  satisfaction.  PRM  associations  in  particular 
provided  positive  feedback  about  the  services,  especially  associations  at  national  level  such  as 
the “Associazione Disabili Visivi” (Italian  association  for the  visually impaired). Furthermore, in 

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the period from August 2017 (beginning of the joint venture) to December 2017, 371 services 
were operated. 
Transferability 
The  specific  nature  of  the  connection  makes  a  transfer  to  other  locations  less  than 
straightforward, although the general practice of quick transport within the terminal and to/from 
the train station is commendable. 
Compliance & Innovation 
Multimodal  accessibility  between  air  and  rail  transport.  Currently  not  covered  by  any  EU 
regulations. 

Spain: Developing a 100% accessible website 

Title of Good Practice 
Developing a 100% accessible website 
Organisation/Operator 
TMB Barcelona 
Country 
Spain 
Category 
Procedures 
Transport mode 
Road, rail, multimodal transport 
Reference 
www.tmb.cat 
https://www.tmb.cat/en/accessibility 
Description of good practice 
The  TMB  website  is  designed  for  all  users.  It  enables  access  to  information  with  no  limits, 
regardless of disability or handicap, and without prejudice to the devices used or the context of 
use.  In  its  management,  the  basic  principle  is  that  accessibility  is  not  only  a  benefit  for  the 
disabled,  but  it  also  improves  the  query  and  browsing  process  in  general,  and  provides 
advantages  for  users  who  are  visually  impaired  or  have  difficulty  reading  or  understanding,  or 
have low-performance devices. 
The  website  was  developed  in  compliance  with  UNE  Standard  139803:2012  and  with  the 
guidelines  defined  by  the  Web  Accessibility  Initiative  (WAI)  permanent  working  group  of  the 
World  Wide  Web  Consortium  (W3C)  conformance  level  Double-A,  while  the  content  of  the  site 
was  developed  in  accordance  with  standards  that  guarantee  access  to  information  via  any 
browsing device that supports W3C recommendations. 
All  of  the  pages  on  the  website  meet  all  of  the  Web  Content  Accessibility  Guidelines  2.0 
requirements  established  by  the  WAI  of  the  World  Wide  Web  Consortium  (W3C).  The  site  has 
passed the web accessibility test (TAW), a tool for analysing webpage accessibility. 
Given the huge volume of information published on the site and the frequency with which some 
pages  are  updated,  accessibility  measures  have  been  incorporated  gradually.  In  some  news 
sections, content is being adapted, from the most recent to the oldest. Available documents will 
also  be  adapted  gradually,  particularly  upon  user  request,  with  the  aim  of  providing  a  website 
that is as accessible as possible in its entirety. 
This  declaration  of  conformity  includes  pages  under  the  domain  www.tmb.cat  and  excludes 
destination pages of external links and content embedded in the website that comes from other 
servers.  Also  excluded  from  the  declaration  is  the  section  TMB  Connection,  as  it  is  essentially 
based on a summary of the company’s activity on social networks. 
Effectiveness/Impact 
High number of users accessing the web site using accessibility tools. 
Transferability 
Common practices are in place and are easy to follow. 
Compliance & Innovation 

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Multimodal accessibility database. 

UK: Extensive accessibility services in London 

Title of Good Practice 
Extensive accessibility services in London 
Organisation/Operator 
Transport for London (TfL) 
Country 
United Kingdom 
Category 
People (pre-journey), Premises (during-journey), Procedures (after-journey) 
Transport mode 
Road, rail (urban PT) 
Reference 
TfL.gov.uk/accessibility 
Description of good practice 
The  practice  has  a  number  of  strands,  all  implemented  at  different  times.  The  Equality  Act  of 
2010 requires businesses and operators within the UK to remove barriers to services for people 
with disabilities. Relevant measures include: 

-  Accessible information to help customers plan and make a journey: access of information in 

a number of accessible formats, including large print, easy-read and audio maps and 
guides, online information on website or real time journey planning tool. Free of charge 
data releases to be used by app developers.  

- 

-  Travel mentors advise older and customers with disabilities on making an accessible 
journey; they also take them out of the network and support them in becoming 
independent travellers. 
Input from customer and stakeholder feedback, research and surveys with the elderly and 
people with disabilities. 
Information on buses: fitted on all London buses (audio-visual “next-stop” announcements) 
to make bus travel easier for the elderly, people with disabilities and those with mental 
health conditions, such as anxiety. 

- 

Accessibility  feedback  tool:  TfL  runs  this  tool  as  part  of  its  accessibility  insight  package  (AIP) 
across all of their operations and analyses the quality of journeys experienced by customers with 
disabilities,  carers,  personal  assistants  and  buggy  users.  This  feedback  tool  enables  TfL  to 
monitor  the  performance  of  their  information,  systems  and  staff.  The  tool  also  allows  any 
shortcomings in the service offered to be identified and rectified. Additionally, the insight gained 
from this tool is collated with other accessibility relevant insight and data, including complaints, 
to help give TfL a further holistic view of disabled customers’ experiences.    
Effectiveness/Impact 
Many of the practices can help all customers, not just PRMs.  
Transferability 
Combination  of  several  measures.  The  customer  feedback  tool  constitutes  a  best  practice  in 
itself that is easily transferable. 
Compliance & Innovation 
Exemplary  and  integrated  urban  PT  accessibility  scheme  with  integrated  user  feedback 
mechanism. 

UK: Printed travel advice for independent young people with learning difficulties 

Title of Good Practice 
Printed travel advice for independent young people with learning difficulties 
Organisation/Operator 
Department for Infrastructure 
Country 
United Kingdom 

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Category 
Procedures 
Transport mode 
Road, rail transport 
Reference 
https://www.infrastructure-ni.gov.uk/ 
Description of good practice 
Generally  speaking,  the  availability  and  frequency  of  public  transport  is  a  major  issue  for 
passengers with reduced mobility. 
Specific  issues  include  the  need  to  have  step-free  access  to  vehicles  and  to/from  transport 
interchanges; the absence of appropriate on-board and off-board travel information; the lack of 
understanding by transport staff of the specific needs of passengers with reduced mobility and 
individuals’ lack of confidence to travel independently. 
The  Travel  Safe  Guide  is  an  aid  to  independent  travel,  geared  primarily  to  young  people  with 
learning  difficulties,  although  it  is  used  by  people  of  all  ages.  The  Guide  was  developed  in 
conjunction  with  road  safety  officers,  the  police  and  organisations  representing  young  people 
with  learning  difficulties.  The  Guide  is  written  in  an  easy-to-read  style  with  accompanying 
photographs,  and  explains  in  a  straightforward  way  how  to  stay  safe  when  travelling 
independently. 
It contains chapters on road skills, using public transport (buses and trains), taxis and specialist 
transport, as well as details of how to travel safely and independently. 
The  photographs  alongside  the  brief  text  help  the  user  understand  the  information.  As  a 
teaching resource, it lends itself to a 1:1 or group situation and through the links on NI Direct 
(Government website), provides schools or other organisations with the facility to download and 
view  via  data  projectors  and  interactive  whiteboards  in  a  classroom  situation.  The  hardcopy 
book itself is A5 size but text/photos are big enough to be easily seen by the user – its size also 
lends itself to be used as a reference when on the move. 
The  Guide  has  been  widely  distributed  in  the  health  and  education  sectors,  as  well  as  to 
individuals and organisations helping children and young adults with a learning disability. 
Effectiveness/Impact 
The Travel Safe  Guide has been revised twice  since publication,  that  is,  in 2010 and 2014.  On 
both  occasions,  the  value  of  the  Guide  was  further  enhanced  by  the  involvement  of 
organisations  representing  young  people  with  learning  disabilities,  young  people  with  learning 
disabilities and statutory bodies with responsibility for road safety. 
The  Department  for  Infrastructure  carried  out  an  evaluation  of  the  effectiveness  of  the  Travel 
Safe Guide in 2015. This evaluation examined how the Travel Safe Guide helped to meet policy 
aims as an aid to independent travel. The responses to a survey distributed to 30 organisations 
and individuals, who had received the  Guide and held discussions with users, helped inform the 
evaluation, which sought to determine how and where the Guide was used, what problems had 
been encountered when using it, how it could be improved and the impact it had had on users. 
Feedback  was  received  from  a  broad  age  range  of  users,  including  pupils  from  a  school  for 
children  and  young  people  with  moderate  learning  difficulties.  The  pupils  who  responded  said 
that the Guide made them more confident when out and about using the transport system and 
that they would  recommend  the  Guide to others.  Overall, the evaluation found that the Travel 
Safe  Guide  met  its  objective  to  help  make  journeys  by  bus  or  train  easier  for  anyone  with  a 
learning  disability  and  that  users  of  the  Guide  found  it  helpful  when  making  journeys  and  it 
increased their confidence when using the transport system. 
It is important to note that the Guide has also been endorsed by the Inclusive Mobility Transport 
Advisory Committee (Imtac), which advises the government. 
Transferability 
The  principles  of  conveying  information  to  youths  with  learning  disabilities  is  generic  and 
transfers without complications, but the contents of the guide need to be tailored to the specific 
travel  circumstances  of  the  location  to  which  the  practice  is  transferred.  The  initial  effort  is 
substantial, but updating should be easier. 
Compliance & Innovation 
Tools for supporting cross-modal PT for people with hearing difficulties. 

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UK: Travel mentoring service in London 

Title of Good Practice 
Travel mentoring service in London 
Organisation/Operator 
Transport for London (TfL) 
Country 
UK 
Category 
Procedures, people 
Transport mode 
Public transport  
Reference 
http://www.eltis.org/sites/default/files/tool/mediate_good_practice_guide.pdf  
Description of good practice 
The  Transport  for  London  organisation  launched  a  programme  in  2005,  providing  free  travel 
mentoring services to PRM public transport passengers. 
The  programme  was  developed  within  the  context  of  TfL’s  accessibility  policy  set  out  in  its 
Disability  Equality  Scheme  (as  required  by  UK  law).  Mentors  work  in  cooperation  with  modal 
designers (bus, tram, Underground, Docklands Light Railway, London River Services), exploiting 
the feedback from the mentees for the evaluation of new accessibility initiatives. 
TfL’s travel mentoring services provide support to PRM in London willing to use public transport 
and aiming to  become independent travellers. More  specifically, the service  enables PRM (with 
physical, sensory or cognitive restraints) to plan accessible journeys, while also providing them 
with an accompanying mentor during their journeys, until they are able to travel independently 
(maximum 10 journeys). The programme is also implemented in special-needs schools, in order 
to  help  children  with  restricted  mobility  understand  how  to  use  public  transport,  and  TfL’s 
budget covers the door-to-door transport services. 
Effectiveness/Impact 
The  feedback  from  PRM  who  participated  in  the  programme  was  positive,  with  the  key 
performance  indicator  “number  of  assisted  journeys”  having  significantly  exceeded  its  target. 
More  specifically,  TfL’s  mentors  are  currently  providing  more  than  2,000  assisted  journeys 
annually  with  approximately  5,000  additional  assisted  journeys  (annually)  also  provided  by 
mentors from other organisations who have been trained as part of the service. 
Transferability 
Mentoring services for PRM, integrating education at special-needs schools, evening sessions, as 
well as accompanied training journeys. 
Compliance & Innovation 
Mentoring  services  to  support  urban  PT  accessibility  (extending  Regulation  (EU)  No  181/2011 
requirements to the urban context). 

List of Best Practices 
Table  5  presents  the  list  of  the  best  practices  retained  after  the  selection  procedure 
with  internal  and  external  experts.  The  detailed  description  of  each  best  practice  is 
included in Annex 4 of this study, which is the Best Practices Booklet. 

Table 5: List of Best Practices (listed according to their ranking/weight averages) 

A/A  Best Practice Title 

Country 

Transport 
Mode(s) 

Average 
Weight  

1. 

2. 

Integrated  seamless  travel  in 
Bochum  
Coordinated 
measures in Toulouse  

accessibility 

Germany 

Across modes 

3,25 

France 

Across modes 

3. 

  Accessibility  of  driverless  local  France 

Across modes 

3,0 

2,8 

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A/A  Best Practice Title 

Country 

Transport 
Mode(s) 

Average 
Weight  

transport in Rennes 
Barrier-free  design  of 
infrastructure 

the 

of 

long-

through 
public 

  Seamless assistance to PRMs  
  Transmitter of the blind 
Wheelchair  access  on 
distance buses 
Extensive  accessibility  services 
in London 
Next  and  second-next  stop 
announcement in Prague 
Accessibility 
digitalisation 
transport in Tallinn 
Holistic  airport  accessibility 
services in Athens 
Airline  accessibility  planning  & 
coordination 
Awareness 
drivers and other staff 
Special  services  for  passengers 
with special needs 
Wiener  Linien’s  accessibility 
strategy  for  visually  impaired 
and blind passengers 
Accessibility 
services in Stuttgart 
Accessible  rail  info  tables  on 
the web and in a mobile app 
Easily  transferable  training  for 
bus  drivers  and  managers  on 
accessibility 
Accessibility  training  for  rail 
staff in Luxemburg 

training 

raising 

among 

and 

4. 

5. 
6. 

7. 

8. 

9. 

10.  

11.  

12.  

13.  

14.  

15.  

16.  

17.  

18.  

19.  

Germany 

Across modes 

Italy 
Across modes 
Czech Republic  Across modes 

Finland 

Road transport 

UK 

Across modes 

Czech Republic  Across modes 

Estonia 

Across modes 

Greece 

Air transport 

Finland 

Air transport 

Czech Republic  Across modes 

Latvia 

Air transport 

Austria 

Across modes 

Germany 

Across modes 

Czech Republic  Rail transport 

France 

Road transport 

Luxemburg 

Rail transport 

20.   Uber assistive applications 

International  Road transport 

21.  

22.  

Co-design  of  public  transport 
with PRMs 
Transport 
accessibility check 

services  website 

23.   Accessible travel and tourism 

24.  

25.  

26.  

27.  

28.  

29.  

30.  

in 

spontaneous 

On-demand- 
assistance at railways stations 
Amico Bus – a door-to-door call 
accessible service 
Accessible  waterbuses 
Venice 
Infrastructure monitoring, staff 
training  and  info  for  accessible 
urban rail 
Support  to  passengers  with 
hidden disabilities 
Coordinated 
across Spanish airports 
Standards  on  the  accessibility 
of ships and ferry terminals 

services 

PRM 

Sweden 

Rail transport 

Germany 

Air transport 

International 
The 
Netherlands  

Across modes 

Rail transport 

Italy 

Italy 

Road transport 

Maritime transport 

France 

Across modes 

UK (and USA)  Air transport 

Spain 

Air transport 

Denmark 

Maritime transport 

2,75 

2,75 
2,75 
2,7 

2,7 

2,7 

2,7 

2,65 

2,65 

2,65 

2,6 

2,6 

2,6 

2,6 

2,6 

2,6 

2,6 
2,6 

2,55 

2,55 
2,5 

2,5 

2,5 

2,45 

2,45 

2,45 

2,35 

November 2018  128 

 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Table  5  presents  the  list  of  the  best  practices  retained  after  the  selection  procedure 
with  internal  and  external  experts.  The  detailed  description  of  each  best  practice  is 
included in Annex 4 of this study, which is the Best Practices Booklet. 

Conclusions 

Accessibility is about using transport services easily and on an equal footing with other 
users.  Over  15%  of  the  global  population  lives  with  some  form  of  disability.  For  the 
period  2015-2030,  the  number  of  people  aged  60  years  or  over  in  the  world  is 
projected  to  grow  by  56%,  and  by  2050,  the  global  population  of  elderly  persons  is 
projected to more than double in size compared to 2015, reaching nearly 2.1 billion.70 
However, often the solutions offered to make transport more accessible are not limited 
to persons with reduced mobility and can be beneficial to all transport users. 

For each stage of a journey, different players fill a specific role and are responsible for 
applying passenger  rights rules: airports, ports, railway stations or bus terminals, air 
carriers,  railway,  ship  or  coach  companies,  PRM  service  providers  acting  on  behalf  of 
any  of  the  latter,  and  national  enforcement  bodies  to  monitor  and  enforce  the 
application of such rules. 

In this context, the main objective of this study is to increase awareness of all relevant 
stakeholders  groups  and  improve  the  application  of  measures  and  policies  that 
enhance  the  accessibility  of  transport  services  for  users  with  reduced  mobility  and 
strengthen  their  passenger  rights  before,  during,  and  after  their  journey.  This  was 
achieved by elaborating: 

-  A  structured  compilation  of  the  best  practices  that  facilitate  travel  for  PRMs 
(covering  all  transport  modes  and  their  different  aspects,  such  as  infrastructure, 
vehicles, technical solutions, processes and personal assistance) (Annex 4). 

-  A  guide  to  support  the  further  development  of  policies,  actions,  measures  or 

strategies with the goal of increasing accessibility for PRMs (Annex 5). 

The booklet of Best Practices, developed within this study, contains 30 initiatives that 
have  emerged  in  15  countries  across  Europe  (namely  Austria,  Czech  Republic, 
Denmark,  Estonia,  Finland,  France,  Germany,  Greece,  Italy,  Latvia,  Luxemburg, 
Poland,  Spain,  Sweden  and  the  UK)  and  one  non-European  country.  They  initiatives 
involve  all  modes,  although  they  chiefly  involve  multimodal  transport.  Moreover,  the 
majority  of  the  initiatives  are  related  to  multiple  phases  of  the  journey,  as  well  as 
multiple combined categories (premises, procedures and people).  

Furthermore,  the  “Guide  on  future  actions,  policies  and  strategies  towards  a  PRM-
inclusive  transport  system  in  Europe”  that  was  also  drafted  within  the  framework  of 

70 World Population Ageing, United Nations, 2015 

November 2018  129 

 
 
 
 
 
 
 
 
 
 
 
 
 
                                           
Best practices guide on the carriage  
of persons with reduced mobility 

this  study,  includes  recommended  strategies  and  policies  for  implementation,  which 
emerged  from  an  analysis  of  a  good  practices  longlist  (that  also  led  to  the  best 
practices  booklet),  as  well  as  the  analysis  of  all the  information  provided  by  external 
stakeholders  and  the  data  collected  via  a  literature  review.  The  Guide  also  puts 
forward  recommendations  for  cost-efficient  measures  aimed  at  creating  an  inclusive 
transport  system  in  Europe,  including  2  actions  for  air  transport,  5  for  maritime 
transport,  2  for  long-distance  rail  transport,  1  for  long-distance  road  transport  (bus-
coach),  16  for  multimodal  transport,  3  for  urban  transport  (metro,  bus,  tram,  rail, 
etc.) and 2 for paratransit transport (DRT, MaaS, Uber, etc.). 

November 2018  130 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

References 

1.  http://www.bluemagnetinteractive.com/blog/2012/02/27/how-to-target-

customers-in-the-5-stages-of-travel/  

2.  European  Commission  (2014).  Mapping  Skills  and  Training  Needs  to  Improve 
Accessibility  in  Tourism  Services  in  Europe,  Final  report.  Retrieved  from: 
http://ec.europa.eu/DocsRoom/documents/5568/attachments/1/translations/en/r
enditions/native 

3.  European  Commission  (2010).  EU  Strategy  2010-2020.  Retrieved 

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https://ec.europa.eu/info/business-economy-euro/economic-and-fiscal-policy-
coordination/eu-economic-governance-monitoring-prevention-
correction/european-semester/framework/europe-2020-strategy_en  

4.  European  Commission. 

European  Accessibility  Act.  Retrieved 

from: 

http://ec.europa.eu/social/main.jsp?catId=1202 

5.  European Commission (1997). COST 335 study on passengers’ accessibility of the 
http://cordis.europa.eu/pub/cost-

system.  Retrieved 

from: 

rail 

heavy 
transport/docs/335-01-en.pdf   

6.  Leonard  Cheshire  (2010).  Rights  and  reality:  disabled  people’s  experiences  of 
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accessing 
https://www.leonardcheshire.org/about-us/publications/latest-publications-
download/rights-and-reality-disabled-peoples-experiences  

Retrieved 

services. 

goods 

and 

Asia 

7.  Babinard,  J.,  Wang,  W.,  Bennett,  C.  &  Mehndiratta,  S.  (2012)  Accessibility  of 
Urban  Transport  for  People  with  Disabilities  and  Limited  Mobility:  Lessons  from 
at: 
East 
http://wwwwds.worldbank.org/external/default/WDSContentServer/WDSP/IB/201
3/05/27/00035 
6161_20130527115654/Rendered/PDF/779690BRI0Box30C00TRN0440ADD0VC0K 
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Available 

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World 

Bank. 

and 

the 

8.  Anjlee  Agarwal  and  Andre  Steele  (2016).  Disability  considerations 

for 
Infrastructure  programmes.  Retrieved  from:  http://disabilityrightsfund.org/wp-
content/uploads/2016/05/Disability-Considerations-for-Infrastructure.pdf 

9.  European  Disability  Forum  (2016).  Accessibility  Guide  for  public  transport  staff. 
http://www.edf-feph.org/newsroom/news/new-accessibility-

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guide-needs-persons-disabilities-using-public-transport  

from: 

10.  European  Disability  Forum  (2017).  Larnaca  International  Airport  wins  2017 
http://www.edf-

Accessible 
feph.org/newsroom/news/larnaca-international-airport-wins-2017-accessible-
airport-award 

Retrieved 

Award. 

Airport 

from: 

11.  European Commission (2014). Mapping of Skills and Training Needs to Improve 
Accessibility  in  Tourism  Services  in  Europe  Case  Study  12.  HERMES  Airports, 

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Cyprus  http://www.accessibletourism.org/resources/eu-skills-12-hermes-airports-
cyprus-case-study.pdf 

12.  TRANSPENNINE  EXPRESS  (2016).Making  Rail  Accessible  Guide  to  Policies  and 

Practices 
https://www.google.gr/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&
uact=8&ved=0ahUKEwjKj8DdqdLXAhWJpaQKHYpPAIoQFggzMAE&url=https%3A%
2F%2Fwww.tpexpress.co.uk%2F~%2Fmedia%2Fpdfs%2Faccessibility%2Ftpexpre
ss-making-rail-accessible-guide-to-policies-and-practices-april-
2016.pdf%3Fla%3Den&usg=AOvVaw0q3UafWc7GuJFvwvjLILSV 

13.  CER The voice of European Railways (2016). European Accessibility Act  – CER 
Paper 

Position 
http://www.cer.be/sites/default/files/publication/CER%20Position%20Paper%20-
%20European%20Accessibility%20Act.pdf  

14.  ANED  (2013).  National  accessibility  requirements  and  standards  for  products 
and services in the European single market: overview and examples Compiled by 
Mark  Priestley  on  behalf  of  the  Academic  Network  of  European  Disability  experts 
(ANED) http://ec.europa.eu/social/BlobServlet?docId=14840&langId=en 

15.  Accessible 

Ireland. 

Luas. 

Retrieved 

from: 

http://www.accessibleireland.com/advertisement.php?id_advt=178&id=misc 

16.  The  Irish Times – Business 2000 8th Edition. LUAS - Dublin’s Light Rail Transit 
System. 
from: 
http://www.eukn.eu/fileadmin/Lib/files/EUKN/2011/11_Light%20rail%2C%20Dubl
in.pdf 

Retrieved 

17.  Papworth  trust  (2016).  Improve  rail  travel  for  disabled  passengers  in  Britain 
http://www.papworthtrust.org.uk/sites/default/files/Improving%20rail%20travel
%20for%20disabled%20passengers%20in%20Britain.pdf 

18.  Disability Rights Commission. Avoiding Disability Discrimination in Transport. A 

Practical Guide for Rail Services. 

19.  Mediate  –  Methodology  for  Describing  the  Accessibility  of  Transport  in  Europe 
guide 

Good 
http://www.eltis.org/sites/eltis/files/tool/mediate_good_practice_guide.pdf 
20.  https://avinor.no/en/corporate/airport/oslo/development/this-is-new/this-is-

practice 

new 

21.  Disability  Rights  Commission  (2008).  Avoiding  Disability  Discrimination  in 

Transport. A Practical Guide for Tour Coach Operators.  

22.  Disability Rights Commission. Avoiding Disability Discrimination in Transport. A 

Practical Guide for Taxi and Private Hire Services. 

23.  Disability Rights Commission. Avoiding Disability Discrimination in Transport. A 

Practical Guide for Buses and Scheduled Coaches. 
24.  http://cordis.europa.eu/result/rcn/56980_en.html 
25.  http://www.twc.edu/%20welcome-accepted-students/washington-dc-

program/student-services/disability-services/getting-around 

26.  Arnošt  Veselý  (2011).Theory  and  Methodology  of  Best  Practice  Research:  A 
Critical Review of the Current State. Faculty of Social Sciences, Charles University 
in Prague https://www.cejpp.eu/index.php/ojs/article/viewFile/99/81 

27.  Alina Verseckiene, Ramunas Palsaitis, Irina Yatskiv (Jackiva) (2017). Evaluation 
of  alternatives  to  integrate  special  transportation  services  for  people  with 
movement disorders. Transport and Telecommunication, 2017, volume 18, no. 4, 
from: 
263–274. 
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2017-0023.pdf  

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28.  AMADEUS  IT  Group  (2017).  Voyage  of  discovery  –  Working  towards  inclusive 

and accessible travel for all. 

29.  Roberts, P.,  & Babinard, J. (2004).  Transport strategy to improve accessibility 
from: 
countries. 

in 
https://openknowledge.worldbank.org/handle/10986/17685 

developing 

Retrieved 

30.  Department  of  transport  (GOV.UK)  (2012).  Transport  for  Everyone:  an  action 
from: 

plan 
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achment_data/file/49089/accessibility-action-plan.pdf 

accessibility 

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improve 

all. 

for 

to 

31.  Mapping and Performance Check  of the Supply of Accessible Tourism  Services 

(220/PP/ENT/PPA/12/6491) Final Report, 02 April 2015. 

November 2018  133 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Annex 1: Stakeholder list 

This annex shows the list of stakeholders contacted over the course of this study. 

Actors 

Air transport 

Air carriers 

Associations 

IATA - International Air Transport Association 

International 

IACA - International Air Carrier Association 

International 

ERA - European Regions Airline Association 

Europe 

A4E - Airlines for Europe 

Europe 

ECTAA  -  Travel  Agents'  and  Tour  Operators' 
Association 

Europe 

WACRA  -  Worldwide  Airline  Customer  Relation 
Association 

International 

A4A - Airlines for America 

RAA - Regional Airline Association 

USA 

USA 

AAPA - Association of Asia Pacific Airlines 

Asia Pacific 

Alliances 
(and 
members) 

Star Alliance 

Aegean Airlines 

ANA (All Nippon Airways) 

Austrian 

Brussels Airlines 

Lufthansa 

International 

Greece 

Japan 

Austria 

Belgium 

Germany 

SAS Scandinavian Airlines 

Scandinavia 

Turkish Airlines 

United Airlines 

Oneworld 

American Airlines 

Turkey 

USA 

International 

USA 

November 2018  134 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
British Airways 

Finnair 

Iberia 

SkyTeam 

Air France 

Alitalia 

Delta Airlines 

KLM 

Vanilla Alliance 

U-FLY Alliance 

Value Alliance 

non-
members  of 
alliances 

TUI 

Bulgaria Air 

Ryanair 

Meridiana 

AirBaltic 

Air Malta 

EasyJet 

Flybe 

Virgin Atlantic 

Azerbaijan Airlines 

Belavia 

Georgian Airways 

Icelandair 

Norwegian Air Shuttle 

Rossiya Airlines 

Ural Airlines 

UTair Aviation 

Air Serbia 

AtlasGlobal 

Onur Air 

Pegasus Airlines 

Best practices guide on the carriage  
of persons with reduced mobility 

UK 

Finland 

Spain 

International 

France 

Italy 

USA 

Netherlands 

Indian 
Ocean 

East Asia 

Asia Pacific 

International  

Bulgaria 

Ireland 

Italy 

Latvia 

Malta 

UK 

UK 

UK 

Azerbaijan 

Belarus 

Georgia 

Iceland 

Norway 

Russia 

Russia 

Russia 

Serbia 

Turkey 

Turkey 

Turkey 

Ukraine International Airlines 

Ukraine 

November 2018  135 

 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Air Asia 

Air Seoul 

El Al 

Etihad Airways 

Virgin Australia 

Virgin America 

Hawaiian Airlines 

Southwest Airlines 

Air  carriers 
- 
charter 
operators 

Bulgarian Air Charter 

Thomas Cook Airlines 

Asia 

Asia 

Asia 

Asia 

Pacific 

USA 

USA 

USA 

Bulgaria 

UK 

Infrastructure 
managers 

Airports 

ACI Europe (Airports Council International) 

Europe 

ADV - German Airport Association 

Germany 

Innsbruck Airport 

Vienna International Airport 

Antwerp International Airport 

Brussels Airport 

Sofia Airport 

Prague - Vaclav Havel Airport 

Copenhagen Airport 

Tallinn - Lennart Meri Airport 

Helsinki - Vantaa Airport 

Lille - Lesquin Airport 

Paris - Charles de Gaulle Airport 

Cologne / Bonn Airport 

Dortmund Airport 

Düsseldorf Airport 

Munich Airport 

Athens International Airport 

Santorini - Thira International Airport 

Thessaloniki International Airport 

Austria 

Austria 

Belgium 

Belgium 

Bulgaria 

Czechia 

Denmark 

Estonia 

Finland 

France 

France 

Germany 

Germany 

Germany 

Germany 

Greece 

Greece 

Greece 

Budapest - Ferihegy International Airport 

Hungary 

November 2018  136 

 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Milan - Malpensa Airport 

Naples International Airport 

Riga International Airport 

Malta International Airport 

Amsterdam - Schiphol Airport 

Eindhoven Airport 

Rotterdam / The Hague Airport 

Oslo - Gardermoen Airport 

Warsaw - Frédéric Chopin Airport 

ANA - Aeroportos de Portugal 

Italy 

Italy 

Latvia 

Malta 

Netherlands 

Netherlands 

Netherlands 

Norway 

Poland 

Portugal 

Bucharest - Henri Coanda International Airport  Romania 

Bratislava - M.R. Stefanik Airport 

Ljubljana - Joze Pucnik Airport 

Slovakia 

Slovenia 

AENA - Barcelona El Prat, Madrid Barajas... 

Spain 

Swedavia 

Geneva International Airport 

Sweden 

Switzerland 

Belfast Airport 

Birmingham Airport 

Edinburgh Airport 

Glasgow Airport 

London - City Airport 

London - Gatwick Airport 

London - Heathrow 

Liverpool Airport 

Darwin International Airport 

Gold Coast Airport 

Haifa Airport 

UK 

UK 

UK 

UK 

UK 

UK 

UK 

UK 

Australia 

Australia 

Israel 

Other 

Seoul - Gimpo International Airport 

South Korea 

Tokyo - Haneda International Airport 

San Francisco International Airport 

ECA - European Cockpit Association 

European Aviation Safety Agency 

Japan 

USA 

Europe 

Europe 

ACARE - Advisory Council for Aviation Research 
and Innovation in Europe 

Europe 

November 2018  137 

 
 
 
 
 
 
 
 
Road transport 

and 

Bus 
coach 
associations 

Infrastructure 
managers 

Operators 

Bus 

Best practices guide on the carriage  
of persons with reduced mobility 

EATEO  -  European  Association  of  Aviation 
Training and Educational Organisations 

Europe 

BDL - German Aviation Association 

Germany 

IRU - International Road Union 

International 

UITP  -  Union  Internationale  des  Transports 
Public 

International 

UNWTO - World Tourism Organization 

International 

EPTO  -  Association  of  European  Passenger 
Transport Operators 

Eurolines Organisation 

ETOA - European Tourism Association 

Europe 

Europe 

Europe 

FBAA - Belgian Bus and Coach Association 

Belgium 

DB-DK - Danske Busvoghnmaend 

Denmark 

FNTV  -  Fédération  Nationale  des  Transport  de 
Voyageurs 

France 

RDA Internationaler Bustouristic Verband c.v. 

Germany 

-  Association  of  German  Transport 

VDV 
Companies 

CONFEBUS 

Swedish Bus and Coach Federation 

Bus Industry Confederation 

Germany 

Spain 

Sweden 

Australia 

Public Transport Operators' Association 

Switzerland 

Matkahuolto Oy 

Finland 

De Lijn 

ZET 

Helsinki Region Transport 

RATP 

Berliner Verkehrsbetriebe (BVG) 

Kasseler Verkehrs-Gesellschaft AG 

Belgium 

Croatia 

Finland 

France 

Germany 

Germany 

Verkehrs-Aktiengesellschaft Nürnberg 

Germany 

Dresdner Verkehrsbetriebe AG 

Germany 

November 2018  138 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Stuttgarter Straßenbahnen AG 

Kölner Verkehrs-Betriebe AG 

SWM UB Verkehr 

Dublin Bus 

Connexxion 

RATB 

ALSA 

TMB Barcelona bus and metro 

OASA 

OASTH 

First Bus 

Coach 

Dietrich Touristik 

Bitter-Bus 

Lauwers reizen 

De Polder Autocars 

Interbus Praha 

Polarbus 

Onnibus Oy 

HDC Reisen 

Flixbus 

Eirebus 

Linea Azzurra Bus 

Rigas starptautiska autoosta 

Hofstad Tours 

DOB Reiser 

PKS 

Belos 

Tatra travel 

DRD 

Autocares Julia 

N.T. Buss 

Redwing Coaches 

Eurolines 

Best practices guide on the carriage  
of persons with reduced mobility 

Germany 

Germany 

Germany 

Ireland 

Netherlands 

Romania 

Spain 

Spain 

Greece 

Greece 

UK 

Austria 

Austria 

Belgium 

Belgium 

Czechia 

Finland 

Finland 

Germany 

Germany 

Ireland 

Italia 

Latvia 

Netherlands 

Norway 

Poland 

Portugal 

Slovakia 

Slovenia 

Spain 

Sweden 

UK 

UK 

November 2018  139 

 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Rail transport 

Sector associations 

CER  -  Community  of  European  Railway  and 
Infrastructure Companies 

EIM - European Infrastructure Managers 

ALLRAIL - Alliance of Rail New Entrants 

RNE - Rail Net Europe 

International  Union 
Transport 

for  Road-Rail  Combined 

UIC - International Union of Railways 

Allianz Pro Schiene 

- Pro Bahn 

Europe 

Europe 

Europe 

Internatio
nal 

Internatio
nal 

Germany 

Germany 

EURNEX  -  European  Rail  Research  Network  of 
Excellence 

Internatio
nal 

Infrastructure managers 

UNIFE 

ÖBB Infrastruktur AG 

Infrabel 

Banedanmark 

Oresundbro Konsortiet 

LISEA 

SNCF Réseau 

DB Netz AG 

DB RegioNetz Infrastruktur GmbH 

DB Station & Service AG 

Gyor-Sopron-Ebenfurti Vasut (GySEV) 

VPE Rail Capacity Allocation Office Ltd. 

Larnrod Eireann - Irish Rail 

Ferrovie dello Stato Italiane 

Lietuvos Gelenzinkeliai 

ProRail 

Bane NOR 

PKP PLK 

PI S.A. 

Europe 

Austria 

Belgium 

Denmark 

Denmark 

France 

France 

Germany 

Germany 

Germany 

Hungary 

Hungary 

Ireland 

Italy 

Lithuania 

Netherlan
ds 

Norway 

Poland 

Portugal 

November 2018  140 

 
 
 
 
 
 
 
 
 
 
Operators 

CFR 

SŽ-Infrastruktura 

Adif 

RENFE 

Trafikverket 

BLS Netz AG 

SBB 

Trasse Schweiz AG 

High Speed 

Network Rail 

Eurotunnel 

ÖBB 

StLB 

NMBS / SNCB 

BDZh 

SZDC 

CD 

DSB 

HL 

VR 

SNCF 

Eurostar 

Thalys 

DB AG 

NWB 

BayOB 

TrainOSE / OSE 

MAV 

GySEV 

Irish Rail 

Trenitalia 

Best practices guide on the carriage  
of persons with reduced mobility 

Romania 

Slovenia 

Spain 

Spain 

Sweden 

Switzerla
nd 

Switzerla
nd 

Switzerla
nd 

UK 

UK 

UK 

Austria 

Austria 

Belgium 

Bulgaria 

Czechia 

Czechia 

Denmark 

Denmark 

Finland 

France 

France 

France 

Germany 

Germany 

Germany 

Greece 

Hungary 

Hungary 
/ Austria 

Ireland 

Italy 

November 2018  141 

 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

ATM 

Verkehrsverbund Südtirol 

LDz 

LG 

CFL 

NS 

Transdev (Connexxion / Veolia) 

Norwegian State Railways 

PKP 

CP 

Fertagus 

CFR 

ZSR 

SZ 

RENFE / fevE 

SJ 

Veolia Transport 

London Midland 

Merseyrail 

Trainline 

Italy 

Italy 

Latvia 

Lithuania 

Luxembo
urg 

Netherlan
ds 

Netherlan
ds 

Norway 

Poland 

Portugal 

Portugal 

Romania 

Slovakia 

Slovenia 

Spain 

Sweden 

Sweden 

UK 

UK 

Internatio
nal 

ESC - European Shipping Council 

European 

ECSA  -  European  Community  Ship  owners’ 
Association 

European 

IAPH  -  International  Association  of  Ports  and 
Harbours 

International 

ESPO - European Sea Ports Organisation 

European 

Waterborne Technology Platform 

Waterborne Technology Platform 

European 

European 

CLIA - Cruise Lines International Association 

International 

Worldwide Ferry Safety Association 

International 

IMO - International Maritime Association 

International 

November 2018  142 

Maritime transport  

Sector associations 

 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Interferry 

International 

EFIP - European Federation of Inland Ports 

European 

CLECAT  -  European  Association  for  Transport, 
Logistics and Customs Services 

European 

FEPORT  -  Federation  of  European  Private  Port 
Operators 

European 

PEMA 
Association 

- 

Port 

Equipment  Manufacturers 

International 

SEA Europe - Shipyards and Maritime Equipment 
Association 

European 

ETF - European Transport Workers' Federation 

European 

IDC - International Dockworkers Council 

International 

Infrastructure 
managers 
passenger terminals) 

(of 

Port of Rijeka 

Port of Helsingor 

Port of Tallinn 

Port of Helsinki 

Port of Calais 

Port of Marseille 

Port of Puttgarden 

Port of Piraeus 

Port of Messina 

Port of Trieste 

Port of Venice 

Port of Livorno 

Port of Koper 

Port of Palma de Mallorca 

Port of Valencia 

Port of Stockholm 

Port of Dover 

Port of Ghent 

NV De Scheepvaart 

Croatia 

Denmark 

Estonia 

Finland 

France 

France 

Germany 

Greece 

Italy 

Italy 

Italy 

Italy 

Slovenia 

Spain 

Spain 

Sweden 

UK 

Belgium 

Belgium 

BPI - Bulgarian Ports Infrastructure Company 

Bulgaria 

AFPI - Association Française des Ports Intérieurs  France 

BÖB - Bunderverband Öfentlicher Binnenhäfen  Germany 

UNII - Unione Navigazione Interna Italiana 

Italy 

November 2018  143 

 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Nederlandse Vereniging van Binnenhavens 

Netherlands 

UPIR - Union of Romanian Inland Ports 

Romania 

Port of Sevilla (AP) 

Swiss Rhine Ports (SRH) 

Spain 

Switzerland 

Operators 

Regie voor Maritiem Transport 

Scandlines 

DFDS Seaways 

Viking lines 

Brittany Ferries 

SNCM 

TT Line 

Hellenic Seaways 

Irish Ferries 

Grimaldi Lines 

SNAV 

Norfolkline 

Fjorde Line 

Norwegian Cruise Line 

Polferries / PZB 

StenaLine 

Zegluga Gdanska 

P&O Ferries 

MOL Ferry 

Interislander (Kiwi Rail) 

Belgium 

Denmark 

Denmark 

Finland 

France 

France 

Germany 

Greece 

Ireland 

Italy 

Italy 

Netherlands 

Norway 

Norway 

Poland 

Sweden 

Poland 

UK 

Japan 

New 
Zealand 

Administrations 

Note: even when the administration is not explicitly named in the third column, a 
mention of the transport mode means that contact was attempted to a person dealing 
with that mode. 

EU 
member 
states 

Austria 

Agentur für Passagier- und Fahrgastrechte (apf) 

idem 

Air 

Road 

November 2018  144 

 
 
 
 
 
 
 
 
 
 
 
 
 
idem 

idem 

Belgium 

FOD 
Directoraat-generaal 
Strategische Cel - Passagiersrechten 

Mobiliteit 

& 

Best practices guide on the carriage  
of persons with reduced mobility 

Rail 

Maritime 

Vervoer 
Luchtvaart 

Air 

Directoraat-generaal Wegvervoer en Verkeersveiligheid   Road 

Direction du transport de personnes du Service Public de 
Wallonie 
(responsible for bus transport in Wallonie)  

Road 

Vlaamse 
(for bus transport in Flanders) 

Ombudsdienst  

Federale Overheidsdienst Mobiliteit en Vervoer 

Directoraat-generaal Maritiem Vervoer 

FOD Mobiliteit 

Road 

Rail 

Maritime 

All modes 

Nationale  Hoge  Raad  voor  Personen  met  een  Handicap 
(NHRPH) 

All modes 

Ministry  of  Transport,  Information  Technologies  and 
Communications,  Directorate  General,  Civil  Aviation 
Administration 

Executive Agency 'Road Transport Administration' 

Railway Administration Executive Agency 

Air 

Road 

Rail 

Bulgaria 

Bulgarian Maritime Administration (Executive Agency) 

Maritime 

Croatia 

Cyprus 

Czech 
Republic 

Croatian Civil Aviation Agency 

Air 

Ministry of Maritime Affairs, Transport and Infrastructure 
Sector for Road Traffic 

Road 

Croatian Regulatory Authority for the Network Industries 
(HAKOM)  

Rail 

Coastal Liner Services Agency (CLSA) 

Maritime 

Department of Civil Aviation 

Ministry of Communications and Works 

Air 

Road 

Department  of  Merchant  Shipping  of  the  Republic  of 
Cyprus 
Unit 'Rights of Passengers Travelling by Sea 

Maritime 

Civil Aviation Authority 

Ministry 
- responsible for international services 

of 

Transport 

Rail Authority 

Air 

Road 

Rail 

November 2018  145 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
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of persons with reduced mobility 

National Navigation Authority 

Maritime 

Denmark 

The Danish Transport and Construction Agency 

Air 

The  Appeal  Board 
for  Bus,  Train  and  Metro 
- deals with complaints of passengers who are considered 
as consumers under Danish Law 

Road 

Danish 
Authority 
-  deals  with  complaints  of  passengers  who  are  not 
considered as consumers under Danish Law 

Transport 

Appeal Board for Bus, Train and Metro 

Danish 

The 
Authority 
(complaints  against  carriers  and  complaints  that  are  not 
handled by other national authorities) 

Maritime 

The 
Transport 
(complaints against terminal operators) 

Danish 

Authority 

Estonia 

Finland 

Tarbijakaitseamet 
- Consumer Protection Board 

idem 

idem 

idem 

Ombudsman 
Consumer 
Competition 
Authority 
- supervision of the interests of consumers on a collective 
level (no handling of individual cases) 

Consumer 

and 

Transport 

Finnish 
-  complaints 
passengers living with disability or reduced mobility 

Safety 
from  business 

travellers  and 

Agency 

- 

Trafi 
from 

Consumer Disputes Board 

All modes 

Rail 

Maritime 

Maritime 

Air 

Road 

Rail 

Maritime 

Air 

Road 

Rail 

Consumer 
(complaints from private consumers) 

Disputes 

Board 

Maritime 

Finnish 
(complaints from business travellers and PRM-matters)  Maritime 

Transport 

Agency 

Safety 

Finnish Transport Agency 

All modes 

France 

générale 
du 

Direction 
Direction 
Mission 
Droit 
Bureau des passagers aériens 

du 

de 

l'aviation 

civile 

transport 
des 

(DGAC) 
aérien 
passagers 

air 

et 

de 

des 

l'Economie 

Finances 
la  Concurrence,  de 
la 
la  Répression  des  Fraudes 

Ministère 
Direction  Générale  de 
Consommation  et  de 
(DGCCRF)  
réseaux 
services 
Sous-direction 
Bureau  des  transports,  du  tourisme  et  du  secteur 
automobile 

des 

des 

et 

road 

November 2018  146 

 
 
 
 
 
 
 
 
 
 
 
 
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of persons with reduced mobility 

Direction  Générale  de 
la 
Consommation  et  de  la  Répression  des  fraudes  - 
D.G.C.C.R.F 

la  Concurrence,  de 

rail 

idem rail 

maritime 

Groupement  des  Autorités  Responsables  de  Transports 
(GART) 

... 

Luftfahrt-Bundesamt 
Air Passenger Rights team 

idem rail 

Eisenbahn-Bundesamt (EBA) 

idem rail 

(LBA) 

Air 

Road 

Rail 

Maritime 

Bundesministerium für Verkehr und digitale Infrastruktur 
(BMVI) 

All modes 

Hellenic 
Civil 
Air Transport Division 

Aviation 

Authority 

Air 

Germany 

Greece 

Administration 

General 
Transport 
Ministry  of  Economy,  Infrastructure,  Shipping  and 
Tourism 
Directorate for Passenger Transport 

of 

Athens 
- complaint handling services in the Attica region 

Transport 

Urban 

Organisation 

Regulatory Authority for Railways 

Road 

Road, Air 

Rail 

Ministry of Maritime Affairs & Insular Policy 

Maritime 

Hungary 

Passenger 
Hungarian Authority for Consumer Protection 

complaints 

Enforcement 
CAA - Air traffic and Airport Authority Department 

Air 

Air 

Ministry 
National 
Department for Market Surveillance and Passenger Rights  Road 

Development 

of 

Ireland 

Rail Regulatory Body 

Rail 

National Transport Authority, Road, Railway and Shipping 
Authority, 
Department 
Shipping 
(complaints against ports and terminal operators) 

Maritime 

Consumer  Protection  Inspectorates  of  the  Metropolitan  / 
County 
Offices 
Government 
(complaints against carriers) 

Maritime 

Commission for Aviation Regulation 

National Transport Authority 

Department of Transport 

idem road 

Air 

Road 

Rail 

Maritime 

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of persons with reduced mobility 

Luxembourg 

Romania 

Sweden 

UK 

Non-EU 

Switzerland 

Département  des  Transports  du  Grand-Duché  de 
Luxembourg 

All modes 

Ministry of Labor and Social Justice 

National Authority for Persons with Disabilities 

Swedish Consumer Agency 

Road 

Swedish Transport Agency (Transportstyrelsen) 

All modes 

Maritime and Coastguard Agency 

Maritime 

Eidgenössisches  Department 
Energie und Kommunikation (UVEK) 

für  Umwelt,  Verkehr, 

Bundesamt für Verkehr (BAV) 

International 

All modes 

All modes 

ECAC - European Civil Aviation Conference 

Air 

Associations 

EDF - European Disability Forum 

IBFT 

Austrian National Council of Disabled People (OAR) 

INTER vzw 

Belgian Disability Forum (BDF) 

Inclusion asbl 

Cluster for accessible tourism 

Juraj Dobrila University of Pula 

Union of Associations of Persons with Disabilities in Croatia (SOIH) 

Cyprus Tourism Organisation 

Cyprus Confederation of Organisations for the Disabled 

KAZUIST, spol. s r.o 

Czech National Disability Council (CNDC) 

Czech Blind United (SONS) 

Municipality of Copenhagen, City Planning Department 

November 2018  148 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Disabled Peoples’ Organisation Denmark (DPOD) 

Estonian National Tourist Board 

Estonian Chamber of Disabled People (EPIK) 

Multidimensional Tourism Institute 

Finnish Disability Forum (FDF) 

Mutual Trust cooperation 

Paris Region, Direction de Qualite’ 

French Council of Disabled People for European Affairs (CFHE) 

CFPSAA - Confédération Française pour la Promotion Sociale des Aveugles et Amblyopes 

SOZIALHELDEN e.V. 

German Disability Council (DBR) 

Athens Metro 

National Confederation of Disabled People (NCDP) 

Hungarian Foundation for Leisure 

National Council of Federations of People with Disabilities (FESZT) 

Disability Federation Ireland (DFI) 

Consorzio COIN 

Italian Disability Forum (FID) 

The Latvian Umbrella Body for disability organisations SUSTENTO 

Social Services Department of Kaunas City Municipality Administration 

Lithuanian National forum of the Disabled (LNF) 

Info-Handicap 

Malta Tourism 

Malta Federation of Organisation of Persons with Disabilities (MFOPD) 

Accessible Travel Netherlands 

Ieder(in) 

Norway National Disability Council of Norway (FFO) 

Accessible Portugal 

Portugal National Confederation of Disabled People (CNOD) 

Accessible Poland Tours 

Polish Disability Forum (PDF) 

Motivation Romania Foundation 

Romanian Accessibility Federation 

Zavod Premiki 

November 2018  149 

 
 
 
 
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of persons with reduced mobility 

Nacionalni Svet Invalidskih Organizacij Slovenije (NSIOS) 

ILLUNION Consultoria (F.ONCE) 

Spanish Committee of Representation of Persons with Disabilities (CERMI) 

Access Sweden 

Swedish Disability Rights Federation (Funktionsrätt) 

ENAT 

Curtin University, Bentley ·School of Occupational Therapy and Social Work 

Founder of Raising the Floor Association 

Inclusive Design Research Centre CENTRE (IDRC) - OCAD Univ 

EPF - European Passenger Federation 

ECTAA - European Travel Agents' and Tour Operators' Association 

BEUC - European Consumer Organisation 

ANEC - the European consumer voice in standardisation 

EGDF - European Guide Dog Federation 

Hachiko 

Belgisch centrum voor Geleidehonden VZW 

Blindengeleidehondenschool Genk VZW 

Canisha VZW 

Dyadis VZW 

Entrevues ASBL 

Os'mose ASBL 

Scale Dogs VZW 

Vrienden der Blinden VZW 

Reduced Mobility Rights 

Open Doors Organization 

FERPA - Fédération Européenne des Retrairés et des Personnes Âgées 

Office of the UN High Commission on Human Rights 

ESCIF - European Spinal Cord Injury Federation 

EBU - European Blind Union 

EUD - European Union of the Deaf 

ECF - European Cyclists' Federation 

International Federation of Pedestrians 

November 2018  150 

 
 
 
 
 
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of persons with reduced mobility 

Other stakeholders 

European Conference of Transport Research Institute (ECTRI) 

ERTICO 

European Rail Research Network of Excellence (EURNEX) 

DLR 

CIRA 

VIAS 

Juraj Dobrila University of Pula 

CDV - Transport Research Centre (public) 

Statens Byggeforskninginstitut, University of Aalborg 

VTT 

HUMANIST Virtual Centre of Excellence (human factors) 

Belgium 

Croatia 

Czech 
Republic 

Denmark 

Finland 

France 

French  Institute  of  Science  and  Technology  of  Transport,  Development  & 
Networks (IFSTTAR) 

France 

Forum of European Road Safety Research Institutes (FERSI) 

Germany 

NTUA 

AuTH 

infotrip 

WRC 

Deep Blue (human factors and safety consultancy) 

SWARCO 

ASM, Department of International Cooperation 

VTI 

European Concept for Accessibility 

European Network for Accessible Tourism 

WHO - World Health Organisation 

University of NSW Australia & Australian Road Safety Research 

Greece 

Greece 

Greece 

Ireland 

Italy 

Italy 

Poland 

Sweden 

Europe 

Europe 

International 

Australia 

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of persons with reduced mobility 

November 2018  152 

Annex 2: Survey respondents 

Operators 

ACCESSIBLE POLAND TOURS 

AENA 

ALSA 

Amsterdam airport Schiphol 

ANA Aeroportos de Portugal 

ATHENS INTERNATIONAL AIRPORT S.A. (AIA) 

Berliner Verkehrs-Betriebe (BVG) 

Birmingham Airport 

British Airways 

Brussels Airport Company 

Budapest Airport  

Cologne Bonn Airport 

Copenhagen Airports A/S 

CTM S.p.A. 

DB AG 

De Lijn 

Deutsche Bahn AG 

Dresden Airport 

Edinburgh Airport Limited  

Fertagus 

Finavia Corporate, Helsinki Airport 

Finavia Helsinki Airport 

Finnair 

Flughafen Bremen GmbH 

FraCares Services GmbH, Frankfurt 

FynBus 

Gatwick Airport Ltd 

Kasseler Verkehrs-Gesellschaft AG 

KLM Royal Dutch Airlines 

Malta International Airport 

Malta Public Transport 

MSC Cruises 

 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

MUC Munich Airport 

Naples Airport authority 

Onnibus.com Oy 

Port of Helsinki Ltd 

Prague Airport 

RATP (Paris - France) 

RENFE SPANISH RAILWAYS 

Riga International Airport 

Ryanair DAC 

SAD- Trasporto Locale 

sfcdsf 

SocietÃ  Unica Abruzzese di Trasporto (TUA) SpA 

SSB AG (Stuttgarter StraÃŸenbahnen AG) 

Stockholm Arlanda Airport 

STP Brindisi Spa 

Stuttgarter StraÃŸenbahnen AG 

Swedavia Airports 

tissÃ©o urban transports Toulouse 

Trainline 

Transport for London 

Virgin Atlantic 

Wiener Linien 

Operator associations 

(ERA ) European Regions Airline Association 

ACI EUROPE 

Deutsche Bahn 

FBAA 
German  Aviation  Association  (BDL  -  Bundesverband  der 
Deutschen Luftverkehrswirtschaft) 
Trainline 

Advocacy groups 

Guide dog training for persons with a visual impairment 

European Guide Dog Federation 

ESCIF, European spinal cord injury federation 

Romanian Accesibility Federation (FAR) 

Disabled Peoples Organisations Denmark 

The Inclusive Mobility & Transport Advisory Committee (Imtac) 

Norwegian Federation of Organisations of Disabled People (FFO) 

Belgian Centre for Guide Dogs 

Mutual Trust 

November 2018  153 

 
 
 
 
 
 
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of persons with reduced mobility 

European Guide Dog Federation 

Mutual Trust 

info-handicap 

Hachiko vzw 

Fondazzjoni Wens 

Accessible Travel Netherlands 

nvo 

The Latvian Umbrella Body for Disability organisation SUSTENTO 

European Guide Dog Federation 

ESCIF 

French Feredation of blind people 

Romanian Accessibility Federation - FAR 

Info-handicap Luxembourg 

European Guide Dog Federation  

Os'mose ASBL 

KVG 

Inclusion asbl 

Enforcement agencies 

Autoridade da Mobilidade e dos Transportes 

AutoritÃ  regolazione trasporti 

Civil Aviation Authority Czech Republic 

Commission for Aviation Regulation  

Departament de Territori i Sostenibilitat. Generalitat de Catalunya 

Department for Infrastructure, Northern Ireland 

Department of Civil Aviation,Cyprus. 

ENAC ENTE NAZIONALE PER L'AVIAZIONE CIVILE 

HELLENIC CIVIL AVIATION AUTHORITY 

Hellenic Civil Aviation Authority 

Luftfahrt-Bundesamt 

Maritime & Coastguard Agency 

MINISTERIO DE FOMENTO 

Ministry of Development. General Direction for Land Transport 

State Inspectorate for Control in Road Transport (ROMANIA) 

Swedish Consumer Agency 

The Civil Aviation Admnistration of the Republic of Lithuania 

The Finnish Transport Safety Agency (Trafi) 

The Marshal Office of the Mazowieckie Voivodeship 

Experts 

ASM Market Reasearch and Analysis Centre 

Czech  Blind  United  (in  Czech  SjednocenÃ¡  organizace  nevidomÃ½ch  a  slabozrakÃ½ch  ÄŒR, 

November 2018  154 

 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

shortened as SONS) 

Faculty if interdisciplinar, italian and cultural studies, University Juraj Dobrila in Pula 

Juraj Dobrila University of Pula (Croatia). Faculty of Interdisciplinary, Italian and Cultural Studies 

National Technical University of Athens 

Trace R&D Center University of Maryland    and  Raising the Floor  

VIAS Institute Belgium 

Interviews 
Phone interviews were conducted with: 

  The European Disability Forum 
  European Patients Forum 
 
  French national Disability Council for European Affairs (CFHE) 
  VTI 

Info-handicap 

November 2018  155 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Annex 3: Survey contents 

A total of 5 different surveys were drafted, depending on the type of participant. While 
there is overlap between them, we present all 5 in full in this annex. 

Transport operator survey 

Survey serving as an input to compile a 
Best Practices Guide 
on the carriage of Persons with Disabilities or Reduced Mobility 

Dear participant, 

Many  thanks  for  your  contribution  to  this  study  contracted  by  the  European 
Commission,  which  is  aimed  at  identifying  and  disseminating  examples  of  ‘best 
practices’ for the carriage of passengers with disabilities or reduced mobility. 

EU law on passenger rights provides a solid legal framework for the specific rights of 
persons with disabilities and persons with reduced mobility, so that these passengers 
can  use  transport  services  on  an  equal  footing  with  others.  In  reality,  however, 
compliance with this legislation varies in scope and quality depending on the mode of 
transport, the Member State and sometimes even on the specific transport operator. 
This  survey  is  the  first  step  towards  compiling  a  ‘best  practices  guide’.  Concretely, 
your  input  will  allow  for  assembling  a  preliminary  list  of  ‘good  practices’.  At  a  later 
stage,  this  list  will  be  narrowed  down  so  as  to  identify  a  number  of  ‘best  practices’. 
Detailed information on those – including how they could be used in other contexts  – 
will  finally  be  compiled  into  a  ‘best  practices  guide’,  which  the  European  Commission 
will give high visibility in the transport sector. 

Regarding the collection of information on ‘good practices’, please note that the survey 
covers  all  modes  of  transport  (by  air,  rail,  road  –  that  is  bus  and  coach  –  as  well  as 
waterborne and multimodal), all phases in the transport chain (including pre-trip and 
after-trip)  and  all  kinds  of  practices  (whether  related  to  infrastructure,  staff 
interaction, or processes and procedures). 

Also  be  aware  that  the  focus  will  not  be  on  ‘good  practices’  that  merely  show 
compliance  with  the  different  passenger  rights  rules,  but  rather  on  examples  that  go 
beyond  the  legal  requirements  or  that  show  a  solution  which is  particularly  effective, 
innovative, efficient, or easy to implement or transfer to another context. 
Finally,  please  note  that  if  you  want  to  share  information  on  more  than  one  ‘good 
practice’, it is possible to complete the survey more than once. 
Thanks again for your valuable contribution! 

The research team 

November 2018  156 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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of persons with reduced mobility 

November 2018  157 

 
 
 
 
 
 
 
 
 
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of persons with reduced mobility 

1.  Which organisation do you represent? 

type answer here (optional) 

2. 

If your organisation has a website, please provide the URL.  

type answer here (optional) 

3.  For potential follow-up questions regarding this survey, 

please enter your email address (or that of your organisation).  

type answer here (optional) 

4.  To which mode of passenger transport are your organisation’s activities (primarily) related? 

Check all the boxes that apply 
☐ aviation (airport managers, airline companies…) 
☐ road transport (bus companies, coach terminal managers…) 
☐ rail transport (infrastructure managers, railway companies…) 
☐ waterborne transport (passenger terminal managers, ferry operators…) 
☐ multimodal passenger transportTransport movements typically have pre-trip, during-trip 
and after-trip phases. 

Regarding the pre-trip phase, does your organisation ensure that the service is accessible 
to PRMs (either through the absence of barriers in using the service or through the 
provision of assistance)?  
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 7 

5.  Consider the most successful pre-trip accessibility practice within your organisation. 

o  This practice (or programme / project / procedure) relates to: 

Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for booking, requesting assistance...) 
☐ good practices by people / staff 

o  Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 

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of persons with reduced mobility 

☐ other   → if other, then please specify the groups (optional): here 

o  When was the practice first implemented? 

type answer here (optional) 

o  Where was the practice first implemented? 

type answer here (optional) 

o  Was the implementation of this practice a voluntary initiative, or the response to 

a legal requirement, or both? 

type answer here (optional) 

o  How was the implementation of this practice financed? For example: did the 

public sector provide financial support in some way? 

type answer here (optional) 

o  Please briefly describe the practice. 

type answer here 

o 

If available, please provide a link to an online information source on the 
practice. 

type answer here (optional) 

o 

If available, please provide relevant documents related to the practice. 
(concept notes, evaluation reports…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

o  Why do you consider this practice to be successful? 

Which criteria did you take into account? 
(statistics, good feedback received, very innovative, particularly cost-effective…) 

type answer here 

o  Has your organisation collaborated with PRM representatives to devise the 

practice? 
Check the box that applies 
☐ yes   → if yes, then please specify the representatives (optional): here 
☐ no 

o  Do you cooperate with other transport actors to apply the practice? 

Check the box that applies 
☐ yes   → if yes, then please specify the actors (optional): here 
☐ no 

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of persons with reduced mobility 

o  Should this practice be selected as a potential ‘best practice’ in the framework of 
this study, would you be available for further questions (and have time to collect 
additional data)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then please specify the reason (optional): here 

o  Should this practice be retained as a ‘best practice’, would you be willing to train 

other transport operators to apply the practice? 
Check the box that applies 
☐ yes 
☐ no   → if no, then please specify the reason (optional): here 

6.  Transport movements typically have pre-trip, during-trip and after-trip phases. 

Regarding the during-trip phase, does your organisation ensure that the service is 
accessible to PRMs (either through the absence of barriers in using the service or through 
the provision of assistance)?  
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 9 

7.  Consider the most successful during-trip accessibility practice within your 

organisation. 

o  This practice (or programme / project / procedure) relates to: 

Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for requesting assistance, providing travel 
information – e.g. in the event of a delay, cancellation or other disruption…) 
☐ good practices by people / staff 
☐ good practices to allow multimodal travel 

o  Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 
☐ other   → if other, then please specify the groups (optional): here 

o  When was the practice first implemented? 

type answer here (optional) 

o  Where was the practice first implemented? 

type answer here (optional) 

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of persons with reduced mobility 

o  Was the implementation of this practice a voluntary initiative, or the response to 

a legal requirement, or both? 

type answer here (optional) 

o  How was the implementation of this practice financed? For example: did the 

public sector provide financial support in some way? 

type answer here (optional) 

o  Please briefly describe the practice. 

type answer here 

o 

If available, please provide a link to an online information source on the 
practice. 

type answer here (optional) 

o 

If available, please provide relevant documents related to the practice. 
(concept notes, evaluation reports…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

o  Why do you consider this practice to be successful? 

Which criteria did you take into account? 
(statistics, good feedback received, very innovative, particularly cost-effective…) 

type answer here 

o  Has your organisation collaborated with PRM representatives to devise the 

practice? 
Check the box that applies 
☐ yes   → if yes, then please specify the representatives (optional): here 
☐ no 

o  Do you cooperate with other transport actors to apply the practice?  

Check the box that applies 
☐ yes   → if yes, then please specify the actors (optional): here 
☐ no 

o  Should this practice be selected as a potential ‘best practice’ in the framework of 
this study, would you be available for further questions (and have time to collect 
additional data)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then please specify the reason (optional): here 

o  Should this practice be retained as a ‘best practice’, would you be willing to train 

other transport operators to apply the practice? 
Check the box that applies 

November 2018  161 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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of persons with reduced mobility 

☐ yes 
☐ no   → if no, then please specify the reason (optional): here 

8.  Transport movements typically have pre-trip, during-trip and after-trip phases. 

9.  Regarding the after-trip phase, does your organisation ensure that the service is 

accessible to PRMs (either through the absence of barriers in using the service or through 
the provision of assistance)?  
Check the box that applies 
☐ yes 
☐ no   → if no, then the survey is over 

10. Consider the most successful after-trip accessibility practice within your organisation. 

o  This practice (or programme / project / procedure) relates to: 

Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for sending feedback, handling complaints, 
providing temporary replacement of lost or damaged mobility equipment...) 
☐ good practices by people / staff 
☐ good practices to ensure seamless onward – including multimodal – travel 

o  Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 
☐ other   → if other, then please specify the groups (optional): here 

o  This practice (or programme / project / procedure) relates to: 

Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for sending feedback, handling complaints, 
providing temporary replacement of lost or damaged mobility equipment...) 
☐ good practices by people / staff 
☐ good practices to ensure seamless onward – including multimodal – travel 

o  Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 

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of persons with reduced mobility 

o 

☐ other   → if other, then please specify the groups (optional): here 

o  When was the practice first implemented? 

type answer here (optional) 

o  Where was the practice first implemented? 

type answer here (optional) 

o  Was the implementation of this practice a voluntary initiative, or the response to 

a legal requirement, or both? 

type answer here (optional) 

o  How was the implementation of this practice financed? For example: did the 

public sector provide financial support in some way? 

type answer here (optional) 

o  Please briefly describe the practice. 

type answer here 

o 

If available, please provide a link to an online information source on the 
practice. 

type answer here (optional) 

o 

If available, please provide relevant documents related to the practice. 
(concept notes, evaluation reports…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

o  Why do you consider this practice to be successful? 

Which criteria did you take into account? 
(statistics, good feedback received, very innovative, particularly cost-effective…) 

type answer here 

o  Has your organisation collaborated with PRM representatives to devise the 

practice? 
Check the box that applies 
☒ yes   → if yes, then please specify the representatives (optional): here 
☐ no 

o  Do you cooperate with other transport actors to apply the practice?  

Check the box that applies 
☐ yes   → if yes, then please specify the actors (optional): here 
☐ no 

November 2018  163 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

o  Should this practice be selected as a potential ‘best practice’ in the framework of 
this study, would you be available for further questions (and have time to collect 
additional data)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then please specify the reason (optional): here 

o  Should this practice be retained as a ‘best practice’, would you be willing to train 

other transport operators to apply the practice? 
Check the box that applies 
☐ yes 
☐ no   → if no, then please specify the reason (optional): here 

→ the survey is over 

November 2018  164 

 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Enforcement bodies survey 

Survey serving as an input to compile a 
Best Practices Guide 
on the carriage of Persons with Disabilities or Reduced Mobility 

Dear participant, 

Many  thanks  for  your  contribution  to  this  study  contracted  by  the  European 
Commission,  which  is  aimed  at  identifying  and  disseminating  examples  of  ‘best 
practices’ for the carriage of passengers with disabilities or reduced mobility. 

EU law on passenger rights provides a solid legal framework for the specific rights of 
persons with disabilities and persons with reduced mobility, so that these passengers 
can  use  transport  services  on  an  equal  footing  with  others.  In  reality,  however, 
compliance with this legislation varies in scope and quality depending on the mode of 
transport, the Member State and sometimes even on the specific transport operator. 
This  survey  is  the  first  step  towards  compiling  a  ‘best  practices  guide’.  Concretely, 
your  input  will  allow  for  assembling  a  preliminary  list  of  ‘good  practices’.  At  a  later 
stage,  this  list  will  be  narrowed  down  so  as  to  identify  a  number  of  ‘best  practices’. 
Detailed information on those – including how they could be used in other contexts  – 
will  finally  be  compiled  into  a  ‘best  practices  guide’,  which  the  European  Commission 
will give high visibility in the transport sector. 

Regarding the collection of information on ‘good practices’, please note that the survey 
covers  all  modes  of  transport  (by  air,  rail,  road  –  that  is  bus  and  coach  –  as  well  as 
waterborne and multimodal), all phases in the transport chain (including pre-trip and 
after-trip)  and  all  kinds  of  practices  (whether  related  to  infrastructure,  staff 
interaction, or processes and procedures). 

Also  be  aware  that  the  focus  will  not  be  on  ‘good  practices’  that  merely  show 
compliance  with  the  different  passenger  rights  rules,  but  rather  on  examples  that  go 
beyond  the  legal  requirements  or  that  show  a  solution  which is  particularly  effective, 
innovative, efficient, or easy to implement or transfer to another context. 
Finally,  please  note  that  if  you  want  to  share  information  on  more  than  one  ‘good 
practice’, it is possible to complete the survey more than once. 

Thanks again for your valuable contribution! 

The research team 

November 2018  165 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

1.  Which organisation do you represent? 

type answer here (optional) 

2. 

If your organisation has a website, please provide the URL.  

type answer here (optional) 

3.  For potential follow-up questions regarding this survey, 

please enter your email address (or that of your organisation).  

type answer here (optional) 

4.  To which mode of passenger transport are your organisation’s activities (primarily) related? 

Check all the boxes that apply 
☐ aviation (airport managers, airline companies…) 
☐ road transport (bus companies, coach terminal managers…) 
☐ rail transport (infrastructure managers, railway companies…) 
☐ waterborne transport (passenger terminal managers, ferry operators…) 
☐ multimodal passenger transport 

5. 

Is your authority the designated national (or regional, local…) enforcement body for EU 
PRM rights related to passenger transport by bus and coach (see here)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 8 

6.  Regarding PRM accessibility to bus and coach transportation services… 

o 

In your opinion, what are the specific user needs of PRMs that most 
frequently cause them to encounter problems? 

type answer here 

o 

If available, please upload relevant documents related to these user needs. 
(overviews, checklists, policy papers…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

7.  Regarding PRM accessibility to bus and coach transportation services… 

Please describe what you consider to be a ‘best practice’ found in your country (or region). 
As stated in the introduction, the focus should be on a ‘best practice’ that goes beyond 
merely complying with legal requirements. 

o  This ‘best practice’ (or programme / project / procedure) relates to 

(multiple selections possible) 
Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for booking, requests for information, 
provision of assistance...) 

November 2018  166 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

☐ good practices by people / staff 

o  Which phase of transport movements does this ‘best practice’ relate to?  

(multiple selections possible) 
Check the box that applies 
☐ pre-trip phase 
☐ during-trip phase 
☐ after-trip phase 

o  Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 
☐ other   → if other, then please specify the groups (optional): here 

o  To the best of your knowledge, please briefly describe the ‘best practice’. 

type answer here 

o  Why do you consider this practice to be successful? 

Which criteria did you take into account? 
(statistics, good feedback received, very innovative, particularly cost-effective, 
ease of application…) 

type answer here 

o  Which transport operator (or other entity) implemented this ‘best practice’?  

type answer here 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned transport operator that could provide further information. 

type answer here (optional) 

o  Was your authority involved in the implementation of this ‘best practice’? 

(via consultation, collaboration on implementation…) 
Check the box that applies 
☐ yes 
☐ no 

o  Has your authority made efforts to promote the wider implementation of this 

‘best practice’? 
Check the box that applies 
☐ yes   → if yes, then please specify how (optional): here 
☐ no 

November 2018  167 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

o 

o 

In your opinion, could this ‘best practice’ be transferred to other locations? 
Check the box that applies 
☐ yes   → if yes, then please specify to where (optional): here 
☐ no   → if no, then please specify why not (optional): here 

In your opinion, could this ‘best practice’ be transferred to other transport 
modes? 
Check the box that applies 
☒ yes   → if yes, then please specify to which modes (optional): here 
☐ no   → if no, then please specify why not (optional): here 

8.  Is your authority the designated national (or regional, local…) enforcement body for EU PRM 

rights related to waterborne passenger transport (see here)? 
Check the box that applies 
☐ yes    
☐ no   → if no, then go straight to question 11 

9.  Regarding PRM accessibility to waterborne transportation services… 

o 

In your opinion, what are the specific user needs of PRMs that most 
frequently cause them to encounter problems? 

type answer here 

o 

If available, please upload relevant documents related to these user needs. 
(overviews, checklists, policy papers…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

10. Regarding PRM accessibility to waterborne transportation services… 

Please describe what you consider to be a ‘best practice’ found in your country (or region). 
As stated in the introduction, the focus should be on a ‘best practice’ that goes beyond 
merely complying with legal requirements. 

o  This ‘best practice’ (or programme / project / procedure) relates to 

(multiple selections possible) 
Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for booking, requests for information, 
provision of assistance...) 
☐ good practices by people / staff 

o  Which phase of transport movements does this ‘best practice’ relate to?  

(multiple selections possible) 
Check the box that applies 
☐ pre-trip phase 
☐ during-trip phase 
☐ after-trip phase 

o  Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 

November 2018  168 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 
☐ other   → if other, then please specify the groups (optional): here 

o  To the best of your knowledge, please briefly describe the ‘best practice’. 

type answer here 

o  Why do you consider this practice to be successful? 

Which criteria did you take into account? 
(statistics, good feedback received, very innovative, particularly cost-effective, 
ease of application…) 

type answer here 

o  Which transport operator (or other entity) implemented this ‘best practice’?  

type answer here 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned transport operator that could provide further information. 

type answer here (optional) 

o  Was your authority involved in the implementation of this ‘best practice’? 

(via consultation, collaboration on implementation…) 
Check the box that applies 
☐ yes 
☐ no 

o  Has your authority made efforts to promote the wider implementation of this 

‘best practice’? 
Check the box that applies 
☐ yes   → if yes, then please specify how (optional): here 
☐ no 

o 

o 

In your opinion, could this ‘best practice’ be transferred to other locations? 
Check the box that applies 
☐ yes   → if yes, then please specify to where (optional): here 
☐ no   → if no, then please specify why not (optional): here 

In your opinion, could this ‘best practice’ be transferred to other transport 
modes? 
Check the box that applies 
☐ yes   → if yes, then please specify to which modes (optional): here 
☐ no   → if no, then please specify why not (optional): here 

November 2018  169 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

11. Is your authority the designated national (or regional, local…) enforcement body for EU PRM 

rights related to passenger transport by rail (see here)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 14 

12. Regarding PRM accessibility to rail transportation services… 

o 

In your opinion, what are the specific user needs of PRMs that most 
frequently cause them to encounter problems? 

type answer here 

o 

If available, please upload relevant documents related to these user needs. 
(overviews, checklists, policy papers…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

13. 

Regarding PRM accessibility to rail transportation services… 

Please describe what you consider to be a ‘best practice’ found in your country (or region). 
As stated in the introduction, the focus should be on a ‘best practice’ that goes beyond 
merely complying with legal requirements. 

o  This ‘best practice’ (or programme / project / procedure) relates to 

(multiple selections possible) 
Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for booking, requests for information, 
provision of assistance...) 
☐ good practices by people / staff 

o  Which phase of transport movements does this ‘best practice’ relate to?  

(multiple selections possible) 
Check the box that applies 
☐ pre-trip phase 
☐ during-trip phase 
☐ after-trip phase 

o 

Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 
☐ other   → if other, then please specify the groups (optional): here 

November 2018  170 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

o  This ‘best practice’ (or programme / project / procedure) relates to 

(multiple selections possible) 
Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for booking, requests for information, 
provision of assistance...) 
☐ good practices by people / staff 

o  Which phase of transport movements does this ‘best practice’ relate to?  

(multiple selections possible) 
Check the box that applies 
☐ pre-trip phase 
☐ during-trip phase 
☐ after-trip phase 

o 

Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 
☐ other   → if other, then please specify the groups (optional): here 

o  To the best of your knowledge, please briefly describe the ‘best practice’. 

type answer here 

o  Why do you consider this practice to be successful? 

Which criteria did you take into account? 
(statistics, good feedback received, very innovative, particularly cost-effective, 
ease of application…) 

type answer here 

o  Which transport operator (or other entity) implemented this ‘best practice’?  

type answer here 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned transport operator that could provide further information. 

type answer here (optional) 

o  Was your authority involved in the implementation of this ‘best practice’? 

(via consultation, collaboration on implementation…) 
Check the box that applies 
☐ yes 
☐ no 

November 2018  171 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

o  Has your authority made efforts to promote the wider implementation of this 

‘best practice’? 
Check the box that applies 
☐ yes   → if yes, then please specify how (optional): here 
☐ no 

o 

o 

In your opinion, could this ‘best practice’ be transferred to other locations? 
Check the box that applies 
☐ yes   → if yes, then please specify to where (optional): here 
☐ no   → if no, then please specify why not (optional): here 

In your opinion, could this ‘best practice’ be transferred to other transport 
modes? 
Check the box that applies 
☐ yes   → if yes, then please specify to which modes (optional): here 
☐ no   → if no, then please specify why not (optional): here 

14. 

Is your authority the designated national (or regional, local…) 
enforcement body for EU PRM rights related to passenger transport by air (see here)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then the survey is over 

15.  Regarding PRM accessibility to air transportation services… 

o 

In your opinion, what are the specific user needs of PRMs that most 
frequently cause them to encounter problems? 

type answer here 

o 

If available, please upload relevant documents related to these user needs. 
(overviews, checklists, policy papers…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

16. Regarding PRM accessibility to air transportation services… 

Please describe what you consider to be a ‘best practice’ found in your country (or region). 
As stated in the introduction, the focus should be on a ‘best practice’ that goes beyond 
merely complying with legal requirements. 

o  This ‘best practice’ (or programme / project / procedure) relates to 

(multiple selections possible) 
Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for booking, requests for information, 
provision of assistance...) 
☐ good practices by people / staff 

o  Which phase of transport movements does this ‘best practice’ relate to?  

(multiple selections possible) 
Check the box that applies 
☐ pre-trip phase 

November 2018  172 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

☐ during-trip phase 
☐ after-trip phase 

o  Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 
☐ other   → if other, then please specify the groups (optional): here 

o  To the best of your knowledge, please briefly describe the ‘best practice’. 

type answer here 

o  Why do you consider this practice to be successful? 

Which criteria did you take into account? 
(statistics, good feedback received, very innovative, particularly cost-effective, 
ease of application…) 

type answer here 

o  Which transport operator (or other entity) implemented this ‘best practice’?  

type answer here 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned transport operator that could provide further information. 

type answer here (optional) 

o  Was your authority involved in the implementation of this ‘best practice’? 

(via consultation, collaboration on implementation…) 
Check the box that applies 
☐ yes 
☐ no 

o  Has your authority made efforts to promote the wider implementation of this 

‘best practice’? 
Check the box that applies 
☐ yes   → if yes, then please specify how (optional): here 
☐ no 

o 

In your opinion, could this ‘best practice’ be transferred to other locations? 
Check the box that applies 
☐ yes   → if yes, then please specify to where (optional): here 
☐ no   → if no, then please specify why not (optional): here 

November 2018  173 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

o 

In your opinion, could this ‘best practice’ be transferred to other transport 
modes? 
Check the box that applies 
☐ yes   → if yes, then please specify to which modes (optional): here 
☐ no   → if no, then please specify why not (optional): here 

→ the survey is over 

November 2018  174 

 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Advocacy groups survey 

Survey serving as an input to compile a 
Best Practices Guide 
on the carriage of Persons with Disabilities or Reduced Mobility 

Dear participant, 

Many  thanks  for  your  contribution  to  this  study  contracted  by  the  European 
Commission,  which  is  aimed  at  identifying  and  disseminating  examples  of  ‘best 
practices’ for the carriage of passengers with disabilities or reduced mobility. 

EU law on passenger rights provides a solid legal framework for the specific rights of 
persons with disabilities and persons with reduced mobility, so that these passengers 
can  use  transport  services  on  an  equal  footing  with  others.  In  reality,  however, 
compliance with this legislation varies in scope and quality depending on the mode of 
transport, the Member State and sometimes even on the specific transport operator. 

This  survey  is  the  first  step  towards  compiling  a  ‘best  practices  guide’.  Concretely, 
your  input  will  allow  for  assembling  a  preliminary  list  of  ‘good  practices’.  At  a  later 
stage,  this  list  will  be  narrowed  down  so  as  to  identify  a  number  of  ‘best  practices’. 
Detailed information on those – including how they could be used in other contexts  – 
will  finally  be  compiled  into  a  ‘best  practices  guide’,  which  the  European  Commission 
will give high visibility in the transport sector. 

Regarding the collection of information on ‘good practices’, please note that the survey 
covers  all  modes  of  transport  (by  air,  rail,  road  –  that  is  bus  and  coach  –  as  well  as 
waterborne and multimodal), all phases in the transport chain (including pre-trip and 
after-trip)  and  all  kinds  of  practices  (whether  related  to  infrastructure,  staff 
interaction, or processes and procedures). 

Also  be  aware  that  the  focus  will  not  be  on  ‘good  practices’  that  merely  show 
compliance  with  the  different  passenger  rights  rules,  but  rather  on  examples  that  go 
beyond  the  legal  requirements  or  that  show  a  solution  which is  particularly  effective, 
innovative, efficient, or easy to implement or transfer to another context. 
Finally,  please  note  that  if  you  want  to  share  information  on  more  than  one  ‘good 
practice’, it is possible to complete the survey more than once. 

Thanks again for your valuable contribution! 

The research team 

November 2018  175 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

1.  Which organisation do you represent? 

type answer here (optional) 

2. 

If your organisation has a website, please provide the URL.  

type answer here (optional) 

3.  For potential follow-up questions regarding this survey, 

please enter your email address (or that of your organisation).  

type answer here (optional) 

4.  To which mode of passenger transport are your organisation’s activities (primarily) related? 

Check all the boxes that apply 
☐ aviation (airport managers, airline companies…) 
☐ road transport (bus companies, coach terminal managers…) 
☐ rail transport (infrastructure managers, railway companies…) 
☐ waterborne transport (passenger terminal managers, ferry operators…) 
☐ multimodal passenger transport 

5.  When making use of transport services – as well as before and after the trip itself – 
persons with disabilities or reduced mobility may have specific needs with regard to 
premises (cf. accessibility of infrastructure, vehicles…), procedures and processes (cf. 
ease of booking a trip, seeking and receiving information, requesting assistance, lodging 
complaints, obtaining replacement mobility equipment...) and people (cf. staff expertise). 

In this light, do the persons with disabilities or reduced mobility that your organisation 
represents have any specific user needs related to premises (cf. accessibility of 
infrastructure, vehicles…)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 8 

6.  Concerning the premises-dimension of ensuring that services are accessible to passengers 

with disabilities or reduced mobility (cf. accessibility of infrastructure, vehicles…) 

Please describe the specific premises-related user needs of the people that your 
organisation represents. If very many user needs, then feel free to describe only those that 
you consider the most important. 

type answer here (optional) 

o  If available, please upload relevant documents related to these user needs. 

(overviews, checklists, policy papers…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

o 

In your experience, what problems associated with these premises-related 
user needs are most frequently encountered by the people that your 

November 2018  176 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

organisation represents?  

type answer here (optional) 

o 

If available, please upload relevant documents related to these problems faced. 
(list of bad practices, obstacles/barriers, complaints lodged…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

7.  Still concerning the premises-dimension of ensuring that services are accessible to 

passengers with disabilities or reduced mobility (cf. accessibility of infrastructure, vehicles…) 

o  Do you know an example of a premises-related ‘best practice’ in catering to 

the specific user needs of the people that your organisation represents? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 8 

o  Please briefly describe this ‘best practice’. 

type answer here 

o  Why do you consider this practice (or programme / project / procedure) to be 

successful? 
Which criteria did you take into account? 
(positive feedback, innovativeness, cost-effectiveness, ease of use…) 

type answer here 

o  Which of the phases typically associated with transport movements does this 

premises-related ‘best practice’ relate to? 
Check all the boxes that apply 
☐ pre-trip phase 
☐ during-trip phase 
☐ after-trip phase 

o  Which mode of transport does this premises-related ‘best practice’ relate to? 

Check all the boxes that apply 
☐ aviation 
☐ road passenger transport 
☐ rail passenger transport 
☐ waterborne passenger transport 
☐ multimodal passenger transport 

o  Where was this premises-related ‘best practice’ implemented? 

type answer here (optional) 

o  Which transport operator (or other entity) implemented this premises-related 

‘best practice’?  

type answer here (optional) 

November 2018  177 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned transport operator that could provide further information. 

type answer here (optional) 

o  Was your organisation involved in the implementation of this premises-related 

‘best practice’? (via consultation, collaboration on implementation…) 
Check the box that applies 
☐ yes 
☐ no 

o 

o 

In your opinion, could this premises-related ‘best practice’ be transferred to 
other locations? 
Check the box that applies 
☐ yes   → if yes, then please specify to where (optional): here 
☐ no   → if no, then please specify why not (optional): here 

In your opinion, could this premises-related ‘best practice’ be transferred to 
other transport modes? 
Check the box that applies 
☒ yes   → if yes, then please specify to which modes (optional): here 
☐ no   → if no, then please specify why not (optional): here 

8.  When making use of transport services – as well as before and after the trip itself – persons 
with disabilities or reduced mobility may have specific needs with regard to premises (cf. 
accessibility of infrastructure, vehicles…), procedures and processes (cf. ease of booking 
a trip, seeking and receiving information, requesting assistance, lodging complaints, 
obtaining replacement mobility equipment...) and people (cf. staff expertise). 

In this light, do the persons with disabilities or reduced mobility that your organisation 
represents have any specific user needs related to procedures and processes (cf. 
ease of booking a trip, seeking and receiving information, requesting assistance, lodging 
complaints, obtaining replacement mobility equipment...)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 11 

9.  Concerning the procedures and processes-dimension of ensuring that services are 

accessible to passengers with disabilities or reduced mobility (cf. ease of booking a trip, 
seeking and receiving information, requesting assistance, lodging complaints, obtaining 
replacement mobility equipment...) 

o  Please describe the specific procedures and processes-related user needs 
of the people that your organisation represents. If very many user needs, then 
feel free to describe only those that you consider the most important. 

type answer here (optional) 

o 

If available, please upload relevant documents related to these user needs. 
(overviews, checklists, policy papers…) 
add the documents in attachment when sending back this survey by email 
(optional) 

November 2018  178 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

o 

o 

type names of attached documents here  (optional) 

In your experience, what problems associated with these procedures and 
processes-related user needs are most frequently encountered by the people 
that your organisation represents?  

type answer here (optional) 

If available, please upload relevant documents related to these problems faced. 
(list of bad practices, obstacles/barriers, complaints lodged…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

10.  Still concerning the procedures and processes-dimension of ensuring that services are 

accessible to passengers with disabilities or reduced mobility (cf. ease of booking a trip, 
seeking and receiving information, requesting assistance, lodging complaints, obtaining 
replacement mobility equipment...) 

o  Do you know an example of a procedures and processes-related ‘best 
practice’ in catering to the specific user needs of the people that your 
organisation represents? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 11 

o  Please briefly describe this ‘best practice’. 

type answer here 

o  Why do you consider this practice (or programme / project / procedure) to be 

successful? 
Which criteria did you take into account? 
(positive feedback, innovativeness, cost-effectiveness, ease of use…) 

type answer here 

o  Which of the phases typically associated with transport movements does this 

procedures and processes-related ‘best practice’ relate to? 
Check all the boxes that apply 
☐ pre-trip phase 
☐ during-trip phase 
☐ after-trip phase 

o  Which mode of transport does this procedures and processes-related ‘best 

practice’ relate to? 
Check all the boxes that apply 
☐ aviation 
☐ road passenger transport 
☐ rail passenger transport 
☐ waterborne passenger transport 
☐ multimodal passenger transport 

November 2018  179 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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of persons with reduced mobility 

o  Where was this procedures and processes-related ‘best practice’ implemented? 

type answer here (optional) 

o  Which transport operator (or other entity) implemented this procedures and 

processes-related ‘best practice’?  

type answer here (optional) 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned transport operator that could provide further information. 

type answer here (optional) 

o  Was your organisation involved in the implementation of this procedures and 

processes-related ‘best practice’? 
(via consultation, collaboration on implementation…) 
Check the box that applies 
☐ yes 
☐ no 

o 

o 

In your opinion, could this procedures and processes-related ‘best practice’ be 
transferred to other locations? 
Check the box that applies 
☐ yes   → if yes, then please specify to where (optional): here 
☐ no   → if no, then please specify why not (optional): here 

In your opinion, could this procedures and processes-related ‘best practice’ be 
transferred to other transport modes? 
Check the box that applies 
☐ yes   → if yes, then please specify to which modes (optional): here 
☐ no   → if no, then please specify why not (optional): here 

November 2018  180 

 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

11.  When making use of transport services – as well as before and after the trip itself – 
persons with disabilities or reduced mobility may have specific needs with regard to 
premises (cf. accessibility of infrastructure, vehicles…), procedures and processes (cf. ease 
of booking a trip, seeking and receiving information, requesting assistance, lodging 
complaints, obtaining replacement mobility equipment...) and people (cf. staff expertise). 

In this light, do the persons with disabilities or reduced mobility that your organisation 
represents have any specific user needs related to people (cf. staff expertise)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 14 

12.  Concerning the people-dimension of ensuring that services are accessible to passengers 

with disabilities or reduced mobility (cf. staff expertise) 

o  Please describe the specific people-related user needs of the people that 
your organisation represents. If very many user needs, then feel free to 
describe only those that you consider the most important. 

type answer here (optional) 

o 

o 

o 

If available, please upload relevant documents related to these user needs. 
(overviews, checklists, policy papers…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

In your experience, what problems associated with these people-related 
user needs are most frequently encountered by the people that your 
organisation represents?  

type answer here (optional) 

If available, please upload relevant documents related to these problems faced. 
(list of bad practices, obstacles/barriers, complaints lodged…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

13.  Still concerning the people-dimension of ensuring that services are accessible to 

passengers with disabilities or reduced mobility (cf. staff expertise) 

o  Do you know an example of a people-related ‘best practice’ in catering to the 

specific user needs of the people that your organisation represents? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 14 

o  Please briefly describe this ‘best practice’. 

type answer here 

November 2018  181 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

o  Why do you consider this practice (or programme / project / procedure) to be 

successful? 
Which criteria did you take into account? 
(positive feedback, innovativeness, cost-effectiveness, ease of use…) 

type answer here 

o  Which of the phases typically associated with transport movements does this 

people-related ‘best practice’ relate to? 
Check all the boxes that apply 
☐ pre-trip phase 
☐ during-trip phase 
☐ after-trip phase 

o  Which mode of transport does this people-related ‘best practice’ relate to? 

Check all the boxes that apply 
☐ aviation 
☐ road passenger transport 
☐ rail passenger transport 
☐ waterborne passenger transport 
☐ multimodal passenger transport 

o  Where was this people-related ‘best practice’ implemented? 

type answer here (optional) 

o  Which transport operator (or other entity) implemented this people-related ‘best 

practice’?  

type answer here (optional) 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned transport operator that could provide further information. 

type answer here (optional) 

o  Was your organisation involved in the implementation of this people-related 

‘best practice’? 
(via consultation, collaboration on implementation…) 
Check the box that applies 
☐ yes 
☐ no 

o 

o 

In your opinion, could this people-related ‘best practice’ be transferred to other 
locations? 
Check the box that applies 
☐ yes   → if yes, then please specify to where (optional): here 
☐ no   → if no, then please specify why not (optional): here 

In your opinion, could this people-related ‘best practice’ be transferred to other 
transport modes? 
Check the box that applies 
☐ yes   → if yes, then please specify to which modes (optional): here 
☐ no   → if no, then please specify why not (optional): here 

November 2018  182 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

14. Is there any other information regarding ‘best practices’ that you would like to share?  

Check the box that applies 
☐ yes   → if yes, then please explain: here 
☐ no 

15. Do you have any comments with regard to this survey? 

Check the box that applies 
☐ yes   → if yes, then please provide feedback: here 
☐ no 

→ the survey is over 

November 2018  183 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Research institutes survey 

Survey serving as an input to compile a 
Best Practices Guide 
on the carriage of Persons with Disabilities or Reduced Mobility 

Dear participant, 

Many  thanks  for  your  contribution  to  this  study  contracted  by  the  European 
Commission,  which  is  aimed  at  identifying  and  disseminating  examples  of  ‘best 
practices’ for the carriage of passengers with disabilities or reduced mobility. 

EU law on passenger rights provides a solid legal framework for the specific rights of 
persons with disabilities and persons with reduced mobility, so that these passengers 
can  use  transport  services  on  an  equal  footing  with  others.  In  reality,  however, 
compliance with this legislation varies in scope and quality depending on the mode of 
transport, the Member State and sometimes even on the specific transport operator. 

This  survey  is  the  first  step  towards  compiling  a  ‘best  practices  guide’.  Concretely, 
your  input  will  allow  for  assembling  a  preliminary  list  of  ‘good  practices’.  At  a  later 
stage,  this  list  will  be  narrowed  down  so  as  to  identify  a  number  of  ‘best  practices’. 
Detailed information on those – including how they could be used in other contexts  – 
will  finally  be  compiled  into  a  ‘best  practices  guide’,  which  the  European  Commission 
will give high visibility in the transport sector. 

Regarding the collection of information on ‘good practices’, please note that the survey 
covers  all  modes  of  transport  (by  air,  rail,  road  –  that  is  bus  and  coach  –  as  well  as 
waterborne and multimodal), all phases in the transport chain (including pre-trip and 
after-trip)  and  all  kinds  of  practices  (whether  related  to  infrastructure,  staff 
interaction, or processes and procedures). 

Also  be  aware  that  the  focus  will  not  be  on  ‘good  practices’  that  merely  show 
compliance  with  the  different  passenger  rights  rules,  but  rather  on  examples  that  go 
beyond  the  legal  requirements  or  that  show  a  solution  which is  particularly  effective, 
innovative, efficient, or easy to implement or transfer to another context. 
Finally,  please  note  that  if  you  want  to  share  information  on  more  than  one  ‘good 
practice’, it is possible to complete the survey more than once. 

Thanks again for your valuable contribution! 

The research team 

November 2018  184 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

1.  Which organisation do you represent? 

type answer here (optional) 

2. 

If your organisation has a website, please provide the URL.  

type answer here (optional) 

3.  For potential follow-up questions regarding this survey, 

please enter your email address (or that of your organisation).  

type answer here (optional) 

4.  To which mode of passenger transport are your organisation’s activities (primarily) related? 

Check all the boxes that apply 
☐ aviation (airport managers, airline companies…) 
☐ road transport (bus companies, coach terminal managers…) 
☐ rail transport (infrastructure managers, railway companies…) 
☐ waterborne transport (passenger terminal managers, ferry operators…) 
☐ multimodal passenger transport 

November 2018  185 

 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

5.  When making use of transport services – as well as before and after the trip itself – persons 

with disabilities or reduced mobility may have specific needs with regard to premises (cf. 
accessibility of infrastructure, vehicles…), procedures and processes (cf. ease of booking a 
trip, seeking and receiving information, requesting assistance, lodging complaints, obtaining 
replacement mobility equipment...) and people (cf. staff expertise on servicing PRMs). 

In this light, does your institution have expertise on specific user needs of persons with 
disabilities or reduced mobility related to premises (cf. accessibility of infrastructure, 
vehicles…)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 8 

6.  Concerning the premises-dimension of ensuring that services are accessible to passengers 

with disabilities or reduced mobility (cf. accessibility of infrastructure, vehicles…) 

o  Please describe some of the premises-related specific user needs of persons 

with disabilities or reduced mobility that most frequently cause them to 
encounter problems in accessing and using transport services. 

type answer here (optional) 

o 

If available, please upload relevant documents related to these user needs. 
(overviews, checklists, policy papers…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

7.  Still concerning the premises-dimension of ensuring that services are accessible to 

passengers with disabilities or reduced mobility (cf. accessibility of infrastructure, 
vehicles…) 

o  Please describe what you consider to be a premises-related ‘best practice’ in 

catering to the specific user needs of persons with disabilities of reduced 
mobility. 

type answer here 

o  Why do you consider this practice (or programme / project / procedure) to be 

successful? 
Which criteria did you take into account? 
(positive feedback, innovativeness, cost-effectiveness, ease of use…) 

type answer here 

o  Which other criteria would you take into account in assessing premises-related 

practices? 

type answer here (optional) 

o  Which of the phases typically associated with transport movements does this 

premises-related ‘best practice’ relate to? 
Check all the boxes that apply 
☐ pre-trip phase 

November 2018  186 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

☐ during-trip phase 
☐ after-trip phase 

o  Which mode of transport does this premises-related ‘best practice’ relate to? 

Check all the boxes that apply 
☐ aviation 
☐ road passenger transport 
☐ rail passenger transport 
☐ waterborne passenger transport 
☐ multimodal passenger transport 

o  Where was this premises-related ‘best practice’ implemented? 

type answer here (optional) 

o  Which transport operator (or other entity) implemented this premises-related 

‘best practice’?  

type answer here (optional) 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned transport operator that could provide further information. 

type answer here (optional) 

o  Was your organisation involved in the implementation of this premises-related 

‘best practice’? 
(via consultation, collaboration on implementation…) 
Check the box that applies 
☐ yes 
☐ no 

o 

o 

In your opinion, could this premises-related ‘best practice’ be transferred to 
other locations? 
Check the box that applies 
☐ yes   → if yes, then please specify to where (optional): here 
☐ no   → if no, then please specify why not (optional): here 

In your opinion, could this premises-related ‘best practice’ be transferred to 
other transport modes? 
Check the box that applies 
☐ yes   → if yes, then please specify to which modes (optional): here 
☐ no   → if no, then please specify why not (optional): here 

November 2018  187 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

8.  When making use of transport services – as well as before and after the trip itself – 
persons with disabilities or reduced mobility may have specific needs with regard to 
premises (cf. accessibility of infrastructure, vehicles…), procedures and processes (cf. 
ease of booking a trip, seeking and receiving information, requesting assistance, lodging 
complaints, obtaining replacement mobility equipment...) and people (cf. staff expertise 
on servicing PRMs). 

In this light, does your institution have expertise on specific user needs of persons with 
disabilities or reduced mobility related to procedures and processes (cf. ease of 
booking a trip, seeking and receiving information, requesting assistance, lodging 
complaints, obtaining replacement mobility equipment...)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 11 

9.  Concerning the procedures and processes-dimension of ensuring that services are 

accessible to passengers with disabilities or reduced mobility (cf. ease of booking a trip, 
seeking and receiving information, requesting assistance, lodging complaints, obtaining 
replacement mobility equipment...) 

o  Please describe some of the procedures and processes-related specific 

user needs of persons with disabilities or reduced mobility that most frequently 
cause them to encounter problems in accessing and using transport services. 

type answer here (optional) 

o 

If available, please upload relevant documents related to these user needs. 
(overviews, checklists, policy papers…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

10.  Still concerning the procedures and processes-dimension of ensuring that services are 

accessible to passengers with disabilities or reduced mobility (cf. ease of booking a trip, 
seeking and receiving information, requesting assistance, lodging complaints, obtaining 
replacement mobility equipment...) 

o  Please describe what you consider to be a procedures and processes-related 
‘best practice’ in catering to the specific user needs of persons with disabilities 
of reduced mobility. 

type answer here 

o  Why do you consider this practice (or programme / project / procedure) to be 

successful? 
Which criteria did you take into account? 
(positive feedback, innovativeness, cost-effectiveness, ease of use…) 

type answer here 

o  Which other criteria would you take into account in assessing procedures and 

processes-related practices? 

type answer here (optional) 

November 2018  188 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

o  Which of the phases typically associated with transport movements does this 

procedures and processes-related ‘best practice’ relate to? 
Check all the boxes that apply 
☐ pre-trip phase 
☐ during-trip phase 
☐ after-trip phase 

o  Which mode of transport does this procedures and processes-related ‘best 

practice’ relate to? 
Check all the boxes that apply 
☐ aviation 
☐ road passenger transport 
☐ rail passenger transport 
☐ waterborne passenger transport 
☐ multimodal passenger transport 

o  Where was this procedures and processes-related ‘best practice’ implemented? 

type answer here (optional) 

o  Which transport operator (or other entity) implemented this procedures and 

processes-related ‘best practice’?  

type answer here (optional) 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned transport operator that could provide further information. 

type answer here (optional) 

o  Was your organisation involved in the implementation of this procedures and 

processes-related ‘best practice’? 
(via consultation, collaboration on implementation…) 
Check the box that applies 
☐ yes 
☐ no 

o 

o 

In your opinion, could this procedures and processes-related ‘best practice’ be 
transferred to other locations? 
Check the box that applies 
☐ yes   → if yes, then please specify to where (optional): here 
☐ no   → if no, then please specify why not (optional): here 

In your opinion, could this procedures and processes-related ‘best practice’ be 
transferred to other transport modes? 
Check the box that applies 
☐ yes   → if yes, then please specify to which modes (optional): here 
☐ no   → if no, then please specify why not (optional): here 

November 2018  189 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

11.  When making use of transport services – as well as before and after the trip itself – 
persons with disabilities or reduced mobility may have specific needs with regard to 
premises (cf. accessibility of infrastructure, vehicles…), procedures and processes (cf. 
ease of booking a trip, seeking and receiving information, requesting assistance, lodging 
complaints, obtaining replacement mobility equipment...) and people (cf. staff expertise 
on servicing PRMs). 

In this light, does your institution have expertise on specific user needs of persons with 
disabilities or reduced mobility related to people (cf. staff expertise on servicing 
PRMs)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 14 

12.  Concerning the people-dimension of ensuring that services are accessible to passengers 

with disabilities or reduced mobility (cf. staff expertise on servicing PRMs) 

o  Please describe some of the staff-related specific user needs of persons with 
disabilities or reduced mobility that most frequently cause them to encounter 
problems in accessing and using transport services. 

type answer here (optional) 

o 

If available, please upload relevant documents related to these user needs. 
(overviews, checklists, policy papers…) 
add the documents in attachment when sending back this survey by email 
(optional) 

type names of attached documents here  (optional) 

13.  Still concerning the people-dimension of ensuring that services are accessible to 

passengers with disabilities or reduced mobility (cf. staff expertise on servicing PRMs) 

o  Please describe what you consider to be a staff-related ‘best practice’ in 
catering to the specific user needs of persons with disabilities of reduced 
mobility. 

type answer here 

o  Why do you consider this practice (or programme / project / procedure) to be 

successful? 
Which criteria did you take into account? 
(positive feedback, innovativeness, cost-effectiveness, ease of use…) 

type answer here 

o  Which other criteria would you take into account in assessing staff-related 

practices? 

type answer here (optional) 

o  Which of the phases typically associated with transport movements does this 

staff-related ‘best practice’ relate to? 
Check all the boxes that apply 
☐ pre-trip phase 

November 2018  190 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

☐ during-trip phase 
☐ after-trip phase 

o  Which mode of transport does this staff-related ‘best practice’ relate to? 

Check all the boxes that apply 
☐ aviation 
☐ road passenger transport 
☐ rail passenger transport 
☐ waterborne passenger transport 
☐ multimodal passenger transport 

o  Where was this staff-related ‘best practice’ implemented? 

type answer here (optional) 

o  Which transport operator (or other entity) implemented this staff-related ‘best 

practice’?  

type answer here (optional) 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned transport operator that could provide further information. 

type answer here (optional) 

o  Was your organisation involved in the implementation of this staff-related ‘best 

practice’? 
(via consultation, collaboration on implementation…) 
Check the box that applies 
☐ yes 
☐ no 

o 

o 

In your opinion, could this staff-related ‘best practice’ be transferred to other 
locations? 
Check the box that applies 
☐ yes   → if yes, then please specify to where (optional): here 
☐ no   → if no, then please specify why not (optional): here 

In your opinion, could this staff-related ‘best practice’ be transferred to other 
transport modes? 
Check the box that applies 
☐ yes   → if yes, then please specify to which modes (optional): here 
☐ no   → if no, then please specify why not (optional): here 

November 2018  191 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

14. Is there any other information regarding ‘best practices’ that you would like to share?  

Check the box that applies 
☐ yes   → if yes, then please explain: here 
☐ no  

15. Do you have any comments with regard to this survey? 

Check the box that applies 
☐ yes   → if yes, then please provide feedback: here 
☐ no 

→ the survey is over 

November 2018  192 

 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

Operator associations survey 

Survey serving as an input to compile a 
Best Practices Guide 
on the carriage of Persons with Disabilities or Reduced Mobility 

Dear participant, 

Many  thanks  for  your  contribution  to  this  study  contracted  by  the  European 
Commission,  which  is  aimed  at  identifying  and  disseminating  examples  of  ‘best 
practices’ for the carriage of passengers with disabilities or reduced mobility. 

EU law on passenger rights provides a solid legal framework for the specific rights of 
persons with disabilities and persons with reduced mobility, so that these passengers 
can  use  transport  services  on  an  equal  footing  with  others.  In  reality,  however, 
compliance with this legislation varies in scope and quality depending on the mode of 
transport, the Member State and sometimes even on the specific transport operator. 

This  survey  is  the  first  step  towards  compiling  a  ‘best  practices  guide’.  Concretely, 
your  input  will  allow  for  assembling  a  preliminary  list  of  ‘good  practices’.  At  a  later 
stage,  this  list  will  be  narrowed  down  so  as  to  identify  a  number  of  ‘best  practices’. 
Detailed information on those – including how they could be used in other contexts  – 
will  finally  be  compiled  into  a  ‘best  practices  guide’,  which  the  European  Commission 
will give high visibility in the transport sector. 

Regarding the collection of information on ‘good practices’, please note that the survey 
covers  all  modes  of  transport  (by  air,  rail,  road  –  that  is  bus  and  coach  –  as  well  as 
waterborne and multimodal), all phases in the transport chain (including pre-trip and 
after-trip)  and  all  kinds  of  practices  (whether  related  to  infrastructure,  staff 
interaction, or processes and procedures). 

Also  be  aware  that  the  focus  will  not  be  on  ‘good  practices’  that  merely  show 
compliance  with  the  different  passenger  rights  rules,  but  rather  on  examples  that  go 
beyond  the  legal  requirements  or  that  show  a  solution  which is  particularly  effective, 
innovative, efficient, or easy to implement or transfer to another context. 
Finally,  please  note  that  if  you  want  to  share  information  on  more  than  one  ‘good 
practice’, it is possible to complete the survey more than once. 

Thanks again for your valuable contribution! 

The research team 

November 2018  193 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

1.  Which organisation do you represent? 

type answer here (optional) 

2. 

If your organisation has a website, please provide the URL.  

type answer here (optional) 

3.  For potential follow-up questions regarding this survey, 

please enter your email address (or that of your organisation).  

type answer here (optional) 

4.  To which mode of passenger transport are your organisation’s activities (primarily) related? 

Check all the boxes that apply 
☐ aviation (airport managers, airline companies…) 
☐ road transport (bus companies, coach terminal managers…) 
☐ rail transport (infrastructure managers, railway companies…) 
☐ waterborne transport (passenger terminal managers, ferry operators…) 
☐ multimodal passenger transport 

5.  Transport movements typically have pre-trip, during-trip and after-trip phases. 

Regarding the pre-trip phase, do you know of any successful practices of one of your 
member organisations to ensure that the service is accessible to PRMs (either through 
the absence of barriers in using the service or through the provision of assistance)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 7 

6.  With regards to what you consider to be the most successful pre-trip accessibility 

practice within one of your member organisations. 

o  This practice (or programme / project / procedure) relates to: 

Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for booking, requesting assistance...) 
☐ good practices by people / staff 

o  Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 
☐ other   → if other, then please specify the groups (optional): here 

o  To the best of your knowledge, please briefly describe the practice. 

November 2018  194 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

type answer here 

o  Why do you consider this practice to be successful? 

Which criteria did you take into account? 
(statistics, good feedback received, very innovative, particularly cost-effective…) 

type answer here 

o  Was the implementation of this practice a voluntary initiative, or the response to 

a legal requirement, or both? 

type answer here (optional) 

o  How was the implementation of this practice financed? For example: did the 

public sector provide financial support in some way? 

type answer here (optional) 

o  Which of your member organisations implemented this practice? 

type answer here 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned member organisation that could provide further information. 

type answer here (optional) 

o  Has your organisation made efforts to promote the implementation of this 

practice within other members of your association? 
Check the box that applies 
☐ yes   → if yes, then please elaborate (optional): here 
☐ no 

7.  Transport movements typically have pre-trip, during-trip and after-trip phases. 

Regarding the during-trip phase, do you know of any successful practices of one of 
your member organisations to ensure that the service is accessible to PRMs (either 
through the absence of barriers in using the service or through the provision of assistance)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then go straight to question 9 

November 2018  195 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

8.  With regards to what you consider to be the most successful during-trip accessibility 

practice within one of your member organisations. 

o  This practice (or programme / project / procedure) relates to: 

Check all the boxes that apply 
☐ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for requesting assistance, providing travel 
information – e.g. in the event of a delay, cancellation or other disruption…) 
☐ good practices by people / staff 
☐ good practices to allow multimodal travel 

o  Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 
☐ other   → if other, then please specify the groups (optional): here 

o  To the best of your knowledge, please briefly describe the practice. 

type answer here 

o  Why do you consider this practice to be successful? 

Which criteria did you take into account? 
(statistics, good feedback received, very innovative, particularly cost-effective…) 

type answer here 

o  Was the implementation of this practice a voluntary initiative, or the response to 

a legal requirement, or both? 

type answer here (optional) 

o  How was the implementation of this practice financed? For example: did the 

public sector provide financial support in some way? 

type answer here (optional) 

o  Which of your member organisations implemented this practice? 

type answer here 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned member organisation that could provide further information. 

November 2018  196 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

type answer here (optional) 

o  Has your organisation made efforts to promote the implementation of this 

practice within other members of your association? 
Check the box that applies 
☐ yes   → if yes, then please elaborate (optional): here 
☐ no 

9.  Transport movements typically have pre-trip, during-trip and after-trip phases. 

Regarding the after-trip phase, do you know of any successful practices of one of your 
member organisations to ensure that the service is accessible to PRMs (either through 
the absence of barriers in using the service or through the provision of assistance)? 
Check the box that applies 
☐ yes 
☐ no   → if no, then the survey is over 

10.  With regards to what you consider to be the most successful after-trip accessibility 

practice within one of your member organisations. 

o  This practice (or programme / project / procedure) relates to: 

Check all the boxes that apply 
☒ accessible design of premises / infrastructure / vehicles 
☐ accessible procedures / processes (for sending feedback, handling complaints, 
providing temporary replacement of lost or damaged mobility equipment...) 
☒ good practices by people / staff 
☐ good practices to ensure seamless onward – including multimodal – travel 

o  Which user groups benefit from this practice? 

Check all the boxes that apply 
☐ people experiencing mental ill health 
☐ people with cognitive disabilities 
☐ visually impaired 
☐ hearing and/or speaking impaired 
☐ wheelchair users  
☐ people with physiological disabilities 
☐ people with age-related reduced mobility 
☐ people with temporarily reduced mobility 
(pregnant women, people with broken limbs…) 
☐ other   → if other, then please specify the groups (optional): here 

o  To the best of your knowledge, please briefly describe the practice. 

type answer here 

o  Why do you consider this practice to be successful? 

Which criteria did you take into account? 
(statistics, good feedback received, very innovative, particularly cost-effective…) 

type answer here 

o  Was the implementation of this practice a voluntary initiative, or the response to 

a legal requirement, or both? 

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of persons with reduced mobility 

type answer here (optional) 

o  How was the implementation of this practice financed? For example: did the 

public sector provide financial support in some way? 

type answer here (optional) 

o  Which of your member organisations implemented this practice? 

type answer here 

o 

If possible, please provide the email address of a relevant contact within the 
mentioned member organisation that could provide further information. 

type answer here (optional) 

o  Has your organisation made efforts to promote the implementation of this 

practice within other members of your association? 
Check the box that applies 
☐ yes   → if yes, then please elaborate (optional): here 
☐ no 

→ the survey is over 

November 2018  198 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Best practices guide on the carriage  
of persons with reduced mobility 

GETTING IN TOUCH WITH THE EU 

In person  

    All over the European Union there are hundreds of Europe Direct 

information centres. You can find the address of the centre nearest you at: 
https://europa.eu/european-union/contact_en  

 On the phone or by email  

    Europe Direct is a service that answers your questions about the European 

Union. You can contact this service:  

    – by freephone: 00 800 6 7 8 9 10 11 (certain operators may charge for 

these calls),   

    – at the following standard number: +32 22999696, or   

    – by email via: https://europa.eu/european-union/contact_en  

FINDING INFORMATION ABOUT THE EU 

 Online 

    Information about the European Union in all the official languages of the EU 

is available on the Europa website at: https://europa.eu/european-
union/index_en  

EU publications  

    You can download or order free and priced EU publications from: 

https://publications.europa.eu/en/publications. Multiple copies of free 
publications may be obtained by contacting Europe Direct or your local 
information centre (see https://europa.eu/european-union/contact_en ).  

EU law and related documents  

    For access to legal information from the EU, including all EU law since 1952 

in all the official language versions, go to EUR-Lex at: http://eur-
lex.europa.eu  

Open data from the EU  

    The EU Open Data Portal ( http://data.europa.eu/euodp/en ) provides 

access to datasets from the EU. Data can be downloaded and reused for 
free, for both commercial and non-commercial purposes.  

November 2018  199 

 
 
 
 
  
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ISBN : 978-92-76-03836-8 

doi: 10.2832/044141