Determining the communication accessibility issues of V/Line train travel for people with disabilities

Aim: Transport accessibility has focussed on physical access and neglected many issues relevant to people with intellectual disability. This study systematically investigated the communication barriers and facilitators of services to customers of a mainline rail company (V/Line) in Victoria, Australia.
Method: Twenty five interviews and five focus groups were conducted with 12customers with communication difficulties and 13 staff, and an online survey completed by 111 front line staff. Data were analysed thematically and with descriptive statistics.
Results: The focus group and interview data revealed generally positive attitudes by staff towards the customers with a disability. The survey data from front line staff reflected these findings showing a degree of comfort in their interactions with this group. Both groups identified the need for a greater variety of interactive communication tools, strategies for customers needing assistance and education programs. Customers recommended infrastructure changes including improved signage, and multiple ways to receive or access information.
Conclusion: A range of technological and non-technological communication strategies will be trailed with V/line staff and customers to improve communication access. The recommendations will be evaluated over the next 2 years.