Providing an inclusive service on our bus network

Information to assist passengers with Sight Loss

National Express Bus wants to provide an inclusive service on our bus network that is accessible to all, including customers with sight loss. 

National Express Bus works in partnership with local sight loss organisations to ensure all of our drivers and customer service teams receive training on how to support people with visual impairments. 

Our new buses are fitted with screens and provide customers with visual and audio ‘Next Stop’ information. Handrails are in high contrast colour to support visibility and our push bells are tactile and embossed with braille.    

RNIB Key Fobs can be used to activate audio messages at bus stations, bus stops with real-time information screens and interchanges. Bus Hailers can also be used when you’re at the bus stop, you can flip the numbers to show a specific bus route number. Both of these items can be ordered here. 

If you require any of our timetables in large print or alternative format, please contact our customer service team who can arrange to have one sent out to you free of charge. 

Guidance for Blind and Partially Sighted Passengers 

National Express Bus is a signatory to the RNIB Bus Charter and will seek to ensure all its drivers and processes are in line with the aims of the charter. The key actions are summarised below:

• Bus drivers will stop for any waiting passengers at bus stops, the bus is safely positioned and always try to ensure that the door entry or exit is not obstructed by street furniture or other obstructions.
• Bus drivers will tell blind and partially sighted passengers which service they are and what their destination is, and ask if they need assistance with payment or finding a seat.
• Bus drivers will not pull away from a bus stop until blind and partially sighted passengers have found a seat. Drivers will assist passengers by providing information about which seats are free or where priority seats are located.
• Where we have buses with Next Stop Announcements, our drivers can't switch off or turn down the audio announcements. If a service does not have a functioning audio next stop announcement, the driver will advise the passenger when their stop is reached, and provide any necessary assistance in helping them to get off the bus.
• We have checked all of our customer feedback systems with blind and partially sighted passengers, and ensure that they are as accessible as possible. We have also promoted our feedback procedures using the most accessible means – including websites, mobile sites and apps as well as more traditional methods.
• We have reviewed our timetable information in conjunction with blind and partially sighted people, local authorities and other stakeholders to ensure it is as accessible as possible.
• We have ensured that all of our bus drivers are fully aware of the rules around concessionary passes and we support the scheme with a travel assistance card.
• We continue to seek to improve the way sound can be heard through the assault screen, between the bus driver and passenger.
• We actively promote the priority seating and areas for disabled people through awareness campaigns and materials on buses – this will include promoting this priority space for guide dogs.
• We have made the pass scanners as visible as possible and ensure that our drivers are as consistent in their approach to scanning passes for blind passengers.
• We have explored all options for providing audio announcements on our buses, including making use of new technologies when they become available.
• In order to achieve the above we have built interactive sight loss awareness training into our driver training. We have involved blind and partially sighted people in the design of the training materials and activities and seek endorsement for our training from organisations representing blind and partially sighted people.