Providing accessibility is key to enabling users to travel independently, safely and comfortably within metro systems. This case study identified and evaluated metros’ accessibility training, focusing on developing a culture of assistance, training for non-frontline staff, ‘hidden’ (non-physical) disabilities and unstaffed stations.
The accessibility training has evolved over time from ‘creating awareness’ to ‘achieving equality of service’ because of changes in legislation and regulation, public and customer comments, societal awareness, and developments in technological infrastructure, etc.
The study reviewed the accessibility training modules and content. The training courses are predominantly conducted by metros, with some contributions from third parties such as advocacy groups or charities.