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SVI member is 2012 Olympics Mystery Shopper
Abandoned on a platform at Euston Station, early morning on the 24 November last, Graham, who generally doesn’t take 10 paces without guide help, was wondering if it had been a good idea to accept the challenge offered by the Nationwide Access Register Group to test, on his own, the preparedness of service providers in London to meet the needs of blind people attending the Olympics in 2012.
It got better from then on with a fantastic experience in navigating Euston Station; travelling on the underground to the Dome; investigating facilities there for wheelchair basketball; staying overnight at Euston Travel Lodge hotel with a 2 way radio to hand; and visiting a restaurant that should have known better. The verdict; pretty good experience generally but there’s always room for improvement.
Read on for the full report from this intrepid traveller.
Enquiries Direct (Nationwide Access Register) Navigating London Report
Submitted by Graham Price, blind participant; November 24/25; 2009
Date: 24 and 25 November 2009
Purpose: Mystery shop to establish public service awareness in meeting the needs of disabled people visiting London for the Olympic games in 2012.
Areas surveyed: travel (public transport), Olympic venue; Restaurant and hotel
Travel
Arranged travel with Journey Care (overland rail) and London Underground. Telephone arrangements good with a pleasant and efficient service.
In practice underground very good, over land rail needs to be improved.
Action points needing to be addressed:
- Sandwell and Dudley had no knowledge of my arranged travel for outward journey 10.56 on the 24 November. However the service I received at my local station, Smethwick Galton Bridge (Clive) and Sandwell and Dudley (Bruce) was excellent.
- Train manager very unwelcoming (much complaining by other passengers). No ticket inspection on train so no opportunity to ask for help in purchasing refreshments on the journey which had been extended by 35 mins owing to over head line failure at Hemel Hempstead.
- No Journey Care staff to meet me at Euston. Helpful member of public took me to ticket barrier and met Mark (station staff member) who was incredibly helpful.
- Insufficient helpers at the Reception/customer care centre. If Mark had not been prepared to help me achieve the handover at the underground, I believe I would still be there!
- On returning to Euston reception/customer care centre on Wednesday 25 November found 2 members of staff under pressure coping with enquiries arising from cancelled trains owing to storm damage. One in particular rather bossy. Apparently only one person available to help disabled people and told no buggies available though one picked me up. That operative was lacking a welcoming approach and would benefit from awareness training.
I’m surprised at this negative experience. I often travel by train and generally find Journey Care good. However this experience shows there’s room to make the positives consistent.
Assistance on the London Underground was excellent at every stage. One possible improvement might be:
Action point;
- Let the person know the name of the station ahead of the one they wish to disembark at. This would build their confidence and enable them to prepare to leave the train at the station they intended.
Olympic venue
The North Greenwich Arena 1 (02) was chosen; it will stage some Paralympics events.
Prior arrangements (telephone) and the practice on the 24 November were excellent. Mr Hugh Brady the Customer Service Manager of the 02 met me at North Greenwich station, guided me to the 02 arena and spent an hour discussing visitor attractions and inclusive arrangements.
Action points;
- Develop audio description of sports events. I believe this is being explored with Vocalise.
- Have customer service phone line operating before 10am. I meant to mention this to Hugh when we met but omitted to do so.
Restaurant
In the St Pancras Station complex; name can be supplied.
Food and service good but pricey.
Action points;
- Always have menu available in large print. Menu change excuse given for not doing so is unacceptable. Good PR to also have Braille copies but would not over emphasise the need for this as so few blind people read Braille; it does though value those that do.
- Why not consider audio menus? They would be simple to update.
- For inclusivity consider using short stemmed glasses as the norm; far less likely to be knocked over by anyone!
Hotel
Chose to use the Euston Travel Lodge because of its close proximity to Euston Station and competitive rate of £106 per night in central London.
Again found prior arrangements (telephone booking) and the practice on the 24 November to be very good.
Found the no frills accommodation to be sufficiently adequate. Staff very helpful by supplying me with a 2 way radio if I should need overnight help and guiding me back to Euston Station on the morning of the 25 November.
Action points;
- Consider more appropriate means of communication between reception and traveller. I was unable to turn off the active 2 way radio so put it in the closed bathroom under a towel!
- Consider holding a couple of the inexpensive liquid level indicators available for use by blind people wishing to make hot drinks. Although they may have these at home they may have forgotten to bring them. It’s about being made to feel welcome and valued.
- Advise customers of times the corridor walkways will be used by the room cleaning staff. They are difficult to navigate when they are populated with the attendant trolleys!
Conclusion
In the spirit of being objective I’ve given possible action points on all the services I used when visiting London, even where I found the service to be really good. I’m seeking to indicate there’s always something else we can do, often at very small or no cost to make the visitor feel welcome.
I would though stress that with the exception of Journey Care (and even that experience had a great outcome) I had a very enjoyable time and met some very dedicated people who really did intend I got the most out of my visit.
As well as being a useful survey it has also been a very enjoyable one. Prior to accepting the challenge I would not have thought it possible for an unsupported blind person to travel through London and access the services described. My heartfelt thanks to all those numerous, unnamed people who made it possible. If disabled visitors to the Olympics receive this level of care they are in for a great time.
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