Disabled Persons Protection Policy

Valid from August 2004

Making travel easier for

disabled passengers

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 Contents
Our promise to you 4

Our approach 6

Before boarding your train 8

Our stations 10

Services 14

Facilities on our trains 19

Looking after you if your journey is disrupted 25

Appendix 28

Contacts Back cover

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 Our promise to you

At GNER we believe in respecting the needs

of each of our passengers and in providing
a consistently high level of service.
We recognise that disabled passengers
sometimes face difficulties in travelling by rail.
That is why we train every member of staff
to appreciate more fully what those
difficulties are.
Having a better understanding helps us in
our mission to improve access, not just to
stations and trains, but also to provide the
most appropriate information and assistance.
To drive forward improved accessibility, we
set up a Disability Advisory Group in 2004.
It will review this booklet every year in the
light of comments made by passengers and
other interested bodies, making it a living
document. The Group will also check that
the commitments in this Disabled Persons
Protection Policy (DPPP) are delivered and
will recommend improvements for the future.

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 The Group, which consists of GNER staff
and external representatives, will consult
the Rail Passenger Committees (RPCs)
about any proposed changes to the DPPP
before publication.
The Strategic Rail Authority (SRA) will also be
asked for approval for any proposed changes.
As GNER’s Chief Operating Officer, I am
ultimately responsible for ensuring we comply
with the Disability Discrimination Act, and
implement the DPPP. I am also determined
that we should continue to do more to make
your journey as smooth as possible.
Enjoy your journey.

Jonathan Metcalfe,
GNER Chief Operating Officer

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 Our approach

Accessibility to services is key to the success

of our business, which is why the DPPP plays
such an integral part in our strategic planning.
We are committed to adopting and promoting
the services, standards and guidelines in the
SRA’s Code of Practice: Train and Station
Services for Disabled Passengers and in the
Association of Train Operating Companies’
National Rail Standards for Access and Travel
Arrangements for Passengers with Disabilities.
Whenever we plan improvements, we will
follow the guidelines in the SRA’s Code and
consult the SRA. For details of the Code visit
www.sra.gov.uk. In planning improvements
our project teams are aware of accessibility
issues, consult relevant bodies and carry out
a full cost-benefit analysis.
We will make every reasonable effort to
comply with all of the Code. If we cannot
comply with a particular requirement, or if
we cannot meet any promises in our DPPP, we
will discuss the best way ahead with the SRA.

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 With the help of our Disability Advisory Group,
we aim to provide open and equal access
to our services, whenever reasonably
practicable.
You can also help by telling us how we
could improve both the content of this booklet
and our service to you. To give us your views,
please contact GNER Customer Relations
(see back cover).
You can order extra copies of this booklet,
order copies in large print (please state the
type size you require) or order copies in
other formats, such as Braille, free of charge.
Please contact GNER Customer Relations.
This booklet is also available on our website,
www.gner.co.uk.
Please see the Appendix at the back of this
booklet for our formal Statement of Policy.

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 Before boarding
your train
Planning your journey and
booking assistance
If you contact GNER Assisted Travel
(see opposite) you can:
• Receive help in planning your journey
• Book your tickets
• Reserve your seat or, if you require it,
space for your wheelchair
• Book any assistance you require,
for example with luggage or with getting
on or off the train. Once the train reaches
its destination, you will be given assistance
getting off the train, if you need it,
within 10 minutes of arrival
• Book assistance for all parts of your journey
regardless of the Train Operating Company
you are travelling with. Your details will
be passed to all stations where you are
getting on or off the train, even if these
stations are not served by GNER,
so you can receive appropriate help
at each stage of your journey

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 All train companies subscribe to a national
database known as the Assisted/Disabled
Persons Reporting Scheme (APRS/DPRS).
GNER is committed to promoting the effective
use of this system or any other system which
may replace it.
Ideally you should call GNER Assisted Travel
at least 24 hours in advance.
All calls are charged at a local rate from
anywhere in the country.
GNER Assisted Travel (DPRS System)
Phone: 08457 225 444
Textphone (Mini Com): 08451 202 067
Open Monday to Thursday: 08.00–22.00
Friday to Sunday: 08.00–20.00

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 Our stations

Station facilities
All GNER stations have ticket offices, car parks
(including disabled spaces) and cycle storage.
The facilities for those stations which are either
managed or staffed by GNER are shown
opposite. All are suitable for you to get on
or off the train and there will always be staff
to help you, if you require it, during the hours
that trains are scheduled to call at the station.
If you are travelling from Doncaster, parking
is currently located at St James car park,
a few minutes’ walk from the station.
Further information about our station facilities
is available from:
• GNER Assisted Travel 08457 225 444
• Any other Train Operating Company
• National Rail Enquiries – 08457 48 49 50
These websites provide further information:

• www.gner.co.uk
• www.sra.gov.uk
• www.networkrailstations.co.uk
• www.dft.gov.uk/itwp/traveldirect
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 Facilities available at GNER staffed stations

GNER managed station

GNER 1st Class Lounge

Toilets for the disabled

Platform access

Baby changing
Cash machine
Left luggage

Fastticket

Café/bar

Bus-links
King’s Cross ● ● ● ● ● ● ● ●

Stevenage ● ● ● ●

Peterborough* ● ● ● ● ● ● ● ●

Newark ● ● ● ● ● ● ● ●

Grantham ● ● ● ● ● ● ● ●

Retford ● ● ● ● ●

Doncaster ● ● ● ● ● ● ● ● ●

Wakefield ● ● ● ● ● ● ●

Leeds ● ● ● ● ● ● ● ●

York ● ● ● ● ● ● ● ● ●

Hull ● ● ● ● ●

Darlington ● ● ● ● ● ● ● ● ●

Durham ● ● ● ● ● ●

Newcastle ● ● ● ● ● ● ● ● ● ●

Berwick ● ● ● ● ● ● ● ● ●

Dunbar ● ● ● ● ●

Glasgow ● ● ● ● ● ●

Edinburgh ● ● ● ● ● ● ● ●

● Assistance from a member of staff required.

* Powered ‘buggy’ available across ramped bridge.

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 Restricted access stations
Some of the smaller stations not managed
by GNER, at which our trains stop, are not
suitable for those in wheelchairs or people
with severe mobility difficulties. In these
cases, the station operator should provide
alternative transport for you to or from the
nearest accessible station.
To find out about restricted access stations
and to book transport so you can avoid them,
please contact GNER Assisted Travel (see
back cover).

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 Improving our stations
We are working closely with the SRA,
RPCs and the stations’ owners, Network Rail,
to improve facilities for disabled passengers.
We will:
• Install induction loops when we refurbish
or build new waiting rooms, Travel Centres
and toilets
• Install counters which are accessible
to wheelchair users when we refurbish
or build new Travel Centres
• Install improved self-service ticket
issuing machines
• Ensure new waiting rooms comply with
the SRA Code of Practice
• Provide a wheelchair-accessible toilet,
if none already exists, when we carry
out major refurbishments at stations
In 2004 our plans include refurbishing the
station subways at Darlington and York.
This will include improving lighting, installing
non-slip treads and risers for steps and
improving visibility to subway entrances.
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 Services

Tickets and reservations

We recommend you reserve your seats
or space for your wheelchair in advance.
This service is subject to availability and
is free of charge.
You can book through:
• GNER Assisted Travel
• GNER Telesales
• GNER Travel Centres
• National Rail Enquiries
(see back cover for details)
You can also arrange to collect tickets at
Fastticket machines. These accept a Disabled
Person’s Railcard. All new Fastticket machines
will comply with the SRA Code. To find out
which stations have Fastticket machines,
see the facilities table on page 11.

Disabled Person’s Railcard

The Disabled Person’s Railcard allows you
to buy discounted rail tickets. If another adult
is travelling with you, they can also travel at

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 the same discounted fare. The Railcard
currently costs £14 and is valid for 12 months.
Holders of this Railcard may purchase the
full range of tickets, with the appropriate
discount, on board a GNER train.
For further details, please contact GNER
Assisted Travel or find out more on-line
at www.disabledpersons-railcard.co.uk.

People registered as visually impaired

When a person registered as visually
impaired travels with another person for any
purpose and does not have a Railcard, the
following discounts on full-fare tickets apply
for both people.
Single – 34% discount
First or Standard Day Return – 50% discount
First or Standard Open Return – 34% discount
To get these discounts, you need to present
a document confirming your disability when
you buy your ticket.
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 Blind and partially-sighted people can
also be issued with one adult season ticket
to cover two people. A different companion
may travel on different days.
There are no discounts if you are travelling
alone and do not have a Railcard.

Parking
At all the stations we manage, we provide
dedicated car parking spaces for disabled
passengers. We discuss the number of
spaces with the SRA twice a year and review
whether we need to create more. Users who
misuse these spaces may have their vehicles
clamped. Car park charges are shown on
our website www.gner.co.uk.

Taxis
Station staff will be happy to give you details
of firms which provide accessible taxis.
You can also ask GNER Assisted Travel for
this information.

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 Ticket checks
At some stations we will check your ticket
before you board the train. This will not
prevent access by disabled passengers.

Boarding the train

To help you get on and off the train we have
portable ramps at all the stations we manage.
These ramps will also help you board trains run
by other train operators. Station staff will deploy
the ramps and help you on and off the train.

On the train
Our on-board crew will do their best to make
your journey as comfortable as possible.
We will tell you about on-board services and
stations the train is calling at by announcements
through the public address system.
If you have difficulty hearing these
announcements, please tell a member of the
on-board crew who will be happy to answer
your questions and keep you informed during
your journey.
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S TO R E D : A U G U S T PA G E N o : 1 7
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 Motorised scooters
If you use a motorised scooter, please call
GNER Assisted Travel 24 hours before you
travel. You will find out which type of train
you are travelling on and whether it can
accept your type of scooter.
We cannot accept models which are more
than 120cm long or which have a wheelbase
of more than 75cm. We are working with
scooter manufacturers and other train
operators to produce a list of acceptable
models. Details are available from GNER
Assisted Travel and Customer Relations.

18

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S TO R E D : A U G U S T PA G E N o : 1 8
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 Facilities on our trains

GNER has four different types of train, each

with slightly different facilities for disabled
passengers. If you call GNER Assisted Travel
you will be told which type of train you will
be travelling on.
We provide spaces on all types of train for
at least two wheelchairs.
An at-seat trolley service is available on all
our trains. White Rose trains also have two
Café-Bars and the other types of train have
a Café-Bar or Buffet.
We will continue to work closely with rolling
stock leasing companies to improve facilities
for disabled passengers.

19

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S TO R E D : A U G U S T PA G E N o : 1 9
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 Electric 225 trains
We have more of these types of train
than any other. They travel between London
King’s Cross and Edinburgh and between
London King’s Cross and Bradford.
There are wheelchair spaces and companion
seating in both First Class and Standard
accommodation. These trains also have
a wheelchair-accessible toilet in Standard.
Call-for-assistance buttons are close to the
wheelchair spaces in Standard and inside
the wheelchair-accessible toilet.

20

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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
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S TO R E D : A U G U S T PA G E N o : 2 0
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 Mallard trains
The first new-look Mallard train appeared
at the end of 2003 and more are coming
into service all the time. They run on the
same routes as the electric 225s.
The Mallards are former electric 225 trains
which have been rebuilt with the needs of
disabled passengers very much in mind.
Improvements for disabled passengers are:
• The outside of the doors are painted red
to distinguish them from the blue of the rest
of the carriage
• Seats in standard accommodation have
2 inches (5cm) more legroom than seats in
the electric 225 trains and all have fold-up
armrests so it is easier to get in or out
• Each Mallard train has 62 priority seats
– 18 in First Class and 44 in Standard
accommodation. These have more
legroom and are near the doors
• There is one wheelchair space in First Class
and two in Standard on each train, all with
companion seating

21

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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
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S TO R E D : A U G U S T PA G E N o : 2 1
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 • There is a wheelchair-accessible toilet
in First Class and another in Standard
• Call-for-assistance buttons are close
to all the wheelchair spaces and inside
the accessible toilets
• Inside the carriages contrasting colours
help to distinguish handrails and handgrips
at the back of seats
The changes seen on the new Mallard
trains incorporate suggestions made by
organisations representing passengers with
disabilities. The SRA and the Department
for Transport were also involved at an early
stage in the redesign.
The Mallard trains have been rebuilt
to comply with certain aspects of the
Rail Vehicle Accessibility Regulations (RVAR)
and the SRA Code. The colour-contrasting
doors and the wheelchair-accessible toilets,
for instance, are fully RVAR compliant.

22

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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
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S TO R E D : A U G U S T PA G E N o : 2 2
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 Diesel 125 trains
These trains travel between London King’s
Cross and destinations including Hull,
Skipton, Harrogate, Aberdeen and Inverness.
There are wheelchair spaces in both First Class
and Standard accommodation. There is also
a wheelchair-accessible toilet in Standard.
Call-for-assistance buttons are close to the
wheelchair spaces in Standard and inside
the accessible toilet.
Please note that turning circles and room
to manoeuvre on these trains are more
restricted than on our other types of trains.

23

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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
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S TO R E D : A U G U S T PA G E N o : 2 3
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 White Rose trains
These trains travel between London
King’s Cross and Leeds only and are
more accessible to wheelchair users
than the electric 225 and diesel 125 trains.
There are two wheelchair spaces with
companion seating and two wheelchair-
accessible toilets in First Class.
Call-for-assistance buttons are close
to the wheelchair spaces and inside
the accessible toilets.
The train also carries its own wheelchairs
which can move along all the corridors
of the train, allowing access to the facilities
on board. Please ask our on-board crew
if you wish to use them.
These trains have wide seats and
lift-up armrests.

24

C O M M A J O B N o : 149598
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C L I E N T: G N E R ORDER No:
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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
D O C U M E N T N A M E : 149598 D P P P L E A F L E T V I S 2
S TO R E D : A U G U S T PA G E N o : 2 4
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 Looking after you if your
journey is disrupted
Delays and alternative transport
If the train you are due to catch is seriously
delayed, we will ensure you have a suitable
place to wait on the station. We will also
help you if there is a platform change.
If you are travelling on a train that is
seriously delayed or cancelled before you
reach your final destination (as shown on
your train ticket) we will do our best to get
you there by other means, either by sending
you on another train or by alternative
transport suitable for your needs. If we still
can’t get you to your final destination, we
will get you as close as reasonably possible.
Where necessary we will arrange overnight
hotel accommodation for you until we can
get you to your final destination.
If you are travelling on a train operated by
another train company which, because of
disruption caused by circumstances within
that company’s control, is unable to continue
its journey, that company will try to get you
to your final destination by other means.
25

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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
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S TO R E D : A U G U S T PA G E N o : 2 5
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 Please see our Passengers’ Charter for
information about compensation and refunds
– it is available on all our trains and in all
GNER Travel Centres.

If services and facilities are unavailable

We do our best to ensure that facilities you
need to use our services, such as lifts and
call-for-assistance buttons are in good
working order. If they fail, and we cannot
repair them immediately, we will do our best
to inform GNER Assisted Travel as soon as
possible of the problem and when we expect
to sort it out. This information is then shared
with other train operators. Wherever possible,
we will offer other means of access or
alternative transport free of charge.
If we wish to remove any facilities needed to
use our services permanently, we will consult
the SRA and provide a suitable replacement.
Very occasionally trains may not have the
anticipated wheelchair spaces or wheelchair-
accessible toilets in place, for example if the
26

C O M M A J O B N o : 149598
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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
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S TO R E D : A U G U S T PA G E N o : 2 6
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 appropriate coach is not available. Sometimes
wheelchair-accessible toilets may not be
working. In these rare cases, the on-board
crew will tell you the stations at which the
train is due to call so you have the option
of catching a different train.

Emergency evacuation
In the unlikely event of an emergency
evacuation from a train or station, please
leave by the emergency route. If you cannot
do so, we will make every effort to advise
you about the safest route for you to take.
If the emergency services are involved,
they will organise evacuation procedures.

27

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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
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S TO R E D : A U G U S T PA G E N o : 2 7
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 Appendix

Statement of Policy
GNER is committed to providing a consistently high
level of service to all of its passengers, and at all times
to respect and protect the dignity of all individuals.
GNER is totally committed to equal opportunities
for all of its customers. We recognise the difficulties
that are sometimes faced by disabled passengers
when using the UK rail network and its services.
GNER will minimise these difficulties and the
potential obstacles that disabled rail passengers
face, through on-going development of its staff
and facilities.
GNER has set up a Disability Advisory Group.
This Group will help shape GNER policy and
processes to enable open and equal access
wherever reasonably practicable.
GNER is committed to adopting and promoting
the services, standards and guidance that is
contained in the SRA Code of Practice for the
provision of Train and Station Services for Disabled
Passengers. These are also shown in the ATOC
National Rail Standards for Access and Travel
Arrangements for Passengers with Disabilities.
28

C O M M A J O B N o : 149598
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C L I E N T: G N E R ORDER No:
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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
D O C U M E N T N A M E : 149598 D P P P L E A F L E T V I S 2
S TO R E D : A U G U S T PA G E N o : 2 8
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 GNER will consult the SRA in any instance
where GNER is unable to meet its obligations
detailed in this DPPP to agree reasonably
practicable measures.
GNER will prioritise improvement work
undertaken to these facilities in consultation
with the SRA and with guidelines illustrated
in the SRA Code of Practice. Where GNER
is unable to comply with this, we will seek
dispensation from the SRA at the earliest
opportunity.
GNER is committed to the continuous
improvement of its services through consultation
and review. GNER will annually complete
a review of its DPPP and submit it to the SRA
for approval prior to its publication.
Changes to facilities or procedures detailed
in the DPPP will be notified to the RPCs and
sent to the SRA for approval.

29

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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
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S TO R E D : A U G U S T PA G E N o : 2 9
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325
 For information and ticket sales visit
www.gner.co.uk
GNER Assisted Travel (DPRS System)
Phone: 08457 225 444
Textphone (Mini Com): 08451 202 067
Open Monday to Thursday: 08.00–22.00
Friday to Sunday: 08.00–20.00
GNER Telesales and general enquiries
Phone: 08457 225 225
Monday to Thursday: 08.00–22.00
Friday and Saturday: 08.00–20.00
Sunday: 08.00–22.00
GNER Group Travel
Phone: 08457 225 010
Open Monday to Friday: 09.00–17.00
Saturday: 09.00 –13.00
GNER Customer Relations
Main Headquarters
Station Road, York YO1 6HT
Phone: 08457 225 333
Open Monday to Friday: 08.30–18.30
email: customercare@gner.co.uk
National Rail Enquiries
Phone: 08457 48 49 50
Open 24 hours daily
Textphone (Mini Com): 0845 60 50 600
E36/A6

Open daily: 06.00–21.00

www.nationalrail.co.uk

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S U B J E C T: D P P P L E A F L E T T E M P L AT E :
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S TO R E D : A U G U S T PA G E N o : B C
T Y P E FA C E S : F U T U R A B Q D AT E : 0 6 . 0 8 . 0 4
DESIGNER/OPERATOR

PROOF: 6TH PROOF SIZE: 100%

P U B L I C AT I O N :
SIZE: 210 mm x 148 mm SCREEN: #
P U B L I C AT I O N D AT E : COLOUR DEADLINE:
12 Dorset Street • London W1U 6QS • Tel 020 7935 4554 • Fax 020 7935 4204 • ISDN 020 7224 1325