The Feng Shui of the Class 321 equilibrium

On Friday 16 December, I was invited to join Greater Anglia aboard a newly refurbished class 321 trainset.  This unit in particular has been internally refreshed to meet the needs of the 21st century customer.  Built in the 1980s using the Mk3 bodyshell, there has been very limited redesign of the internal layout… until now.

My own experience has shown me that a clean vehicle can hide a multitude of sins, so I was keen to have a good crawl all over to identify the pitfalls I could – not to shame, instead to seek rectification and improve the new product further.  I believe in quick wins, too – usually the simplest improvement can be the cheapest and best.

For me, as a wheelchair user, the door I should was obvious from the traditional blue symbols – what awaited me was anything but traditional.  Once on board, I had a choice of turning left into the central saloon, or right to the carriage end and a space beside the lavatory.  Let me emphasis that word again a moment: choice.

Daddydoink in the wheelchair spaceThe space is at the minimum the standard dimensions and is slightly larger in the central saloon.  In both cases there are several tip-up seats available, both also with a fold-away table.  Yes, you read that correctly – a table.  This is invaluable, especially if you get hand shake or need to be able to put your sandwich down a moment.  The table would take a seat out of availability and can only be used if the seat is empty.  Opposite the wheelchair space beside the toilet is a luggage space, big enough for two large cases or eight small, laid flat.  There are seats opposite (proper seats) for friends and family, meaning friends no longer have to give up a tip-up seat for another wheelchair user.  There is a choice between sitting next to the toilet or not.

Toilet door entrance with no lipThe toilet is a standard loo, with both a toilet bowl and a sink.  There is a baby change table and a multitude of signs warning and instructing as to the use of various buttons.  The entrance has no lip (and therefore is a level ingress/egress).  The buttons are clear and the labeling is due to be improved to be clear that unlocking the door opens it, too.  Moving from a train with no loo to this is a huge step forward (or not, as there is no step).

The doors come with audio warnings and buttons at a decent height.  The width of the vestibules has expanded by over 6 inches, giving additional space to both wheelchair users and fellow passengers.  The grab poles that previously restricted access have been moved closer to the vehicle walls and further apart, giving over a meter of space for wheelchairs to get through.

The seats are now higher off the floor and have a good angle between the seat and back for a comfortable journey.  This means it will be easier for an ambulant disabled person to stand from them.  There are grab handles at nearly every seat.

All of this means a journey is very possible.  A journey can be a very emotional thing for a disabled person, too.  By making this easier, with better wheelchair spaces, more priority seats, higher seats – the emotions are positive ones.

This train is not a case of too little, too late.  It’s a case of benchmarking what can be achieved, with the life of this train now extended beyond 2020.  The re-traction project will only extend that life further.

The question is, who’s going to follow suit and copy this brilliant bit of work?  And for Greater Anglia, what is the next good idea?

Photos below – for use please contact me via twitter or a comment.

Refurbished Class 321 – Greater Anglia

Flickr Album Gallery Powered By: Weblizar

The Impaired Human Flight Principle

I’m incredibly fortunate to sometimes be invited out to events that interest me with my hobbies once in a while that also interlink with work.  Today was one of those days, when I got an email two or so weeks ago inviting people to join them for a Stansted Airport PRM (Passengers with Restricted Mobility) Day, undertaken with Omniserve.  The idea of the day is for you to ask questions, have a poke about and discover what the airport is able to offer a customer who needs a little bit more help than where their gate might be.

Bruce was able to give clear answers to those there

Bruce was able to give clear answers to those there

So, with my passport and a bit of information about where to park, I went off for the day.  Meeting everyone at the terminal assistance desk, we were ably led by Bruce and Sheila (see the naming policy) through to security, armed with visitors passes and our passports.

I’ve only been through security once at Stansted before and the last time was at about 7:00, half asleep.  So this was quite a good experience for me.  A male security guard gave me a good check over in a thorough and efficient manner whilst making sure the airport was not at risk.  It took all of 5 minutes or so and I was through and free to collect my camera, phone and laptop.

Ambi-lift

Ambi-lift

We moved through the newly laid out retail and restaurant areas – there is a lot of work going on at the moment, all evidence of the huge investment of over £80M by the Manchester Airport Group. Sheila and Bruce took us along to stand 50, where an ambi-lift (think – box on the back of a truck with scissor lift) was waiting… along with a Boeing 737-800, courtesy of Ryanair.

Bruce showed us how the ambi-lift process worked.  Provided by Omniserve (a contracted service provider), the system enables passengers who are PRM to access the plane from the terminal.  Usually a passenger is assisted out on to the apron, where the ambilift has a tail lift to raise the passenger to access the “box” on the back of the truck.  The box then lifts and a front “bridge” extended to the aircraft.  Whilst in the box, you transfer to an aisle chair and then are lifted into the cabin.

Discussing needs onboard

The whole process can be done in minutes and has a variety of tools available, including hoists, slings and transfer boards to help a customer get on the plane.

After the aircraft, we went through the arrivals process, looking at the route in through arrivals and exiting on to the forecourt.

Two hours has now passed – a lot to take in already.  A short break and then we had some presentations from Bruce and Clive from Omniserve as well as Mick from Manchester Airport Group.  It was rather interesting, learning that about 20% assistance requests are ad-hoc every month, for example.  Clive, who leads on the training programme for Omniserve, made it clear that the Social Model of Disability is at the core of the Equality Awareness Training.  He made no bones about not having all the answers, citing the need to keep relevant and use outside sources to improve and expand their training. It was also very evident that the training goes beyond a wheelchair or person having no vision.  It’s customer focused, knowing about both visible and hidden disabilities, including mental health and learning disabilities.  It was incredibly refreshing to hear someone ‘get it’ without having to be prompted to churn out the answers like a machine.

Mick then presented on behalf of Stansted.  He gave a true and frank explanation of some of the challenges faced when looking at improving the facilities on offer.  It was good to hear that the first consideration is not always the cost – inconvenience when replacing existing solutions, meaning customers may have a longer journey from point to point, for example, takes a central focus.  Wayfinding is a huge issue and has been centralised to remove the mix of signage as well as the development of a Wayfinding Strategy.  He also made it clear that although 80% of the existing issues were resolved, there was a hunger to get the other 20%.  Growing their market is crucial to their business strategy and to do that, it needs to be 100%.

Answering honestly and clearly, I really valued this Q&A session.  It wasn’t just lip-service – it was an open forum for potential and existing customers to learn, share and discover – building confidence to go and have positive experiences in the air.

If you get the chance to go and see one – I’d recommend it.