Breadcrumbs

Great Journeys of New Zealand - Northern Explorer

Contact Information

Great Journeys of New Zealand - Northern Explorer
Building 1, Westfield Depot. Railway Lane, Private Bag 03310, Otahuhu, Auckland 1640
-36.943290,174.831833
Phone: 0800 TRAINS (0800 872 467)
Fax: +64 4 472 8903
www.greatjourneysofnz.co.nz

Accessibility Report

Summary

Silver

The Great Journeys of New Zealand has made a substantial effort to ensure that all passengers can safely enjoy an outstanding experience on one of the world’s great train journeys, the Northern Explorer. The Northern Explorer train provides space for two wheelchairs/power chairs: booking of these spaces is required in advance. The accessible seating area is located in the café carriage and access is via a hoist, operated by Northern Explorer staff from the train. There is an accessible toilet of a very high standard on the Northern Explorer train. For people who are mobile but have access requirements, while care should be taken when accessing the outside viewing carriage, the Northern Explorer should prove an accessible environment, with staff who are friendly and willing to assist as needed. The Northern Explorer now operates from Auckland’s Strand Station and runs Southbound on Monday, Thursday and Saturday and returns Northbound from Wellington on Tuesday, Friday and Sunday.

View the full accessibility report for Great Journeys of New Zealand - Northern Explorer.

Ratings by Access Group

The Be. Welcome Assessment rates the accessibility of the organisation in each of the following 5 access groups, as well as providing an overall rating:

Overall Rating
Silver 72%
Vision
Silver 75%
Hearing
Silver 74%
Mobility
Silver 77%
Parents
Silver 77%
Learning & Intellectual
Silver 76%

Vision

Silver

These are the features that the business provides to create a positive accessible experience for customers or visitors with a vision impairment.

  • Getting ready to go:

    • The website:

      • www.kiwirailscenic.co.nz
      • Information on the accessible facilities is also outlined on this organisation's website.
      • The KiwiRail Scenic Journeys website has good visual contrast, making it easy to see. There are excellent photographs and videos providing a descriptive image of the trains and the scenery on route. Some of the images have text descriptions but as these are not separate from the images, they would not be readable with screen reading software.
    • Brochures:

      • The main information brochure provided is 'New Zealand by Train,' which details the four KiwiRail Scenic Journeys. The print is small and uses some coloured text that is similar to the background colour. There are also some small-print notes. The photos used are clear and descriptive and the text uses easy-to-read, plain English. The brochure is available in Mandarin upon request.
      • KiwiRail Scenic Journeys advertises in a number of publications, including Air New Zealands In-flight magazine, on the Trip Adviser web site and on TV. It does not use QR codes in its advertising and none of this advertising material is available in accessible formats.
  • Arriving and Getting In:

    • Car parking:

      • There is accessible car parking.
      • The accessible parking is easy to find and well sign posted.
      • There is no shelter over the accessible car parking.
    • Drop off/pick up zone:

      • There is no specific designated area marked as a drop-off/pick-up zone, although it is possible to stop beside the platform to drop off and pick people up. There is no curb cut onto the station platform as all access is via the ticket office which has a ramp.
      • The drop off/pick up zone is located within 200 metres of the organisation's entrance.
      • There is no shelter over the drop off/pick up zone.
    • Drop off/pick up zone signage:

      • There is no signage indicating a drop off/pick up zone.
    • Kerb Side:

      • The only access from the car park onto the station platform is via the ticket office, which has ramp access from the car park and out onto the platform.
    • Fixed ramps to the main entrance:

      • The ticket office at Auckland Strand Station is located on the platform and has ramp access from the car park and a small lip ramp out onto the platform. There is hoist or stair access onto the train.
      • There are 2 fixed ramps on the accessible route
      • Ramps have a handrail.
    • The identified accessible route to the site:

      • The only way to access the platform is via the ticket office which is a temporary structure and is easily visible from the car park. Doors at the top of the ramp are held open. The ticket counter is straight ahead from the top of the ramp\; however, there are rope barriers to prevent people exiting onto the platform before collecting their boarding pass from the ticket counter. You need to move left to avoid these barriers and they are not easily identifiable to those with vision access needs. Once the boarding pass is collected, access out onto the platform is via a second self-opening sliding door, which has a small lip ramp. For those with wheelchairs or limited mobility, access into the trains cafe car is via hoist which is operated by the train crew. There is stair access into the other carriages.
      • The width of the accessible route to the site is less than 1200mm.
      • There are no tactile indicators installed to help navigate to the main entrance.
    • The main entrance into the site:

      • Train staff meet passengers at the bottom of the ramp leading into the ticket office.
    • Main entrance signage:

      • There is a KiwiRail Scenic Journeys sign above the main door into the ticket office.
    • Main entrance doorways (this includes gates and turnstiles)

      • The main doors into the ticket office are held open and the door leading out onto the station platform is automatic and has good surrounds making the moving edges easy to see.
      • Ramps exist for thresholds greater than 20mm.
  • Getting around within the site:

    • Customer Service:

      • Staff are easily identified by their uniforms and are always willing to assist where required. Nothing is too much trouble and no-one appears rushed. Passengers are made to feel welcome both on arrival at the Strand Station and on board the train. All assistance animals (e.g. guide, hearing and mobility dogs) are welcome and staff are happy to assist with toileting at appropriate stops. Suitable stations for toileting assistance dogs are Hamilton, National Park and Palmerston North as the train stops for longer and there is grass available.
      • There are staff available to help with any access enquiries.
      • All support animals are welcomed on premises (e.g. guide, hearing or mobility dogs etc).
    • Communicating Accessibly:

      • There is a loud speaker available to provide information.
      • There are electronic guides available to provide information.
      • Electronic guides are available in Mandarin
    • Menus:

      • The menu is easy to read, with good contrast. Some food items can be pre-ordered at the time of booking. The cafe car is open prior to the train departing so people can order breakfast, which seems to be a popular option. Food can be ordered either at the cafe counter or a seat service is offered where your order is taken and food brought to your seat. When ordering you can specify what time you would like food delivered. Menu items are labelled Meat Free, Gluten Free, Fat Free, Low GI, making it easy for customers to make appropriate choices.
      • Menus are available to view on their website.
    • Pricing Information:

    • The identified accessible route within the site:

      • Wheelchair users have a dedicated seating area within the cafe car with full access to the cafe and accessible toilet. The viewing car is situated at the front of the train and has open sides (solid up to about 1 metre with an inner safety rail). There are no seats available in the open air viewing car. Wind and cold can be experienced, so the viewing car may not be suitable for all passengers and is not accessible for wheelchair users. Children must be accompanied by an adult at all times when moving about the train, particularly in the open-air viewing car. All seats on the train have very good hand grips on the centre walkway, providing good support for people walking within the train.
      • The accessible route within the site has a minimum width of 1200mm.
      • Any permanently fixed objects are detectable by a person using a cane.
      • You can access all facilities and services within from this accessible route.
      • Lighting levels on this accessible route offer good visibility and viewing.
      • The layout suggests a welcoming physical environment (e.g. mobile floor stands provide unimpeded travel, or outdoor environment surfaces are well maintained).
    • Signage within the site:

      • Signage is good throughout the train, with accessible facilities clearly indicated, as well as location of fire extinguishers and exits. The accessible toilet has braille signage.
    • Sensory options:

      • Important announcements are made over the trains loud speaker and are clearly heard throughout all carriages. Each carriage is fitted with a hearing loop. There are large windows in each carriage with curtains which can be pulled across to cut down the natural light if required. Artificial lighting is designed not to produce glare on any surfaces and there is a reading light above each seat area for additional light if required.
      • Braille or tactile methods are used to help indicate location.
    • Surfaces:

      • Each carriage has carpet in the seating area. The entry way, toilets and cafe area all have hard flooring.
      • The floor surface covering is plain and clear.
      • Tactile indicators are not installed on the accessible route
    • Stairs or Steps:

      • Each carriage door has steps that automatically slide out before the doors open. The number of steps is adjusted according to the height of the platform. There is a handrail located on at least one or both sides of the stairs.
      • There is a handrail located on at least one or both sides of the stairs.
    • Accessible Reception/ Counter / Ticket Sales

      • There is a small counter at one end of the ticket office where passengers collect their boarding passes for the train. No sales take place here as tickets are pre-purchased. There is no seating in the ticket office as, being a container, there is limited room.
      • There is a counter located on the accessible route.
      • The counter is accessible and has a clear space of 1200mm x 1200mm in front.
    • Cafe/Restaurant/Bar Area:

      • These premises are licensed.
      • The cafe/restaurant/bar area is on a single level.
      • There is a level accessible entry into the cafe/restaurant/bar area.
      • The entrance is clearly illuminated.
      • The entrance is colour contrasted.
      • Entry doors are easily operable.
      • There is an accessible waiting area available with accessible seating.
      • Electronic payment devices (eg EFTPOS terminals) are reachable and usable for all access customers.
      • Hard flooring surfaces appear to have a slip resistant surface
      • The floor surface covering is plain and clear.
      • Natural and artificial lighting levels avoid glare and sudden, abrupt changes in intensity
      • Reflective and polished surfaces are minimised.
      • The cafe offers both cabinet food and a seated service, where food may be ordered from a menu at your seat. Staff take the order and bring the food to your seat. A tab can be set up in the cafe so food can be paid for at the end of the journey. Some items in the cabinet may be difficult to reach from a seated position so staff are willing to assist in reaching items from higher shelves.
      • Staff are identifiable with a uniform or name badge.
    • Cafe/Restaurant/Bar Accessible Toilet:

      • Toilets are located at the end of each carriage. The accessible toilet is located at the end of the cafe carriage. There is a panel on the outside of the toilet with lights indicating if it is vacant or engaged. There is a large push button to open the door, which slides open providing a wide entry space. Inside there is a second panel with large Door Close and Door Open buttons. The door locks automatically when closed. There is plenty of room to turn a wheelchair around inside and a call button should staff assistance be required.
      • Toilets are located at the end of each carriage with the Accessible toilet at the end of the Cafe carriage.
      • All gender accessible toilets for the cafe/restaurant/bar are in a self-contained compartment with full privacy.
      • All gender accessible toilets are located so access is not via an area restricted to one sex.
      • The toilet pan offers a stable base to transfer from.
      • The accessible toilet is a minimum of 1600mm wide x 1900mm long.
    • Designated Accessible Areas:

      • Seating in each carriage is in rows of two, each side of a centre aisle. There is an arm rest between each seat and a couple of areas at the end of the carriage with seats facing each other across a table. The caf car has space for two wheelchairs as well as table seating. There are power points available at each seat. There is no smoking anywhere on board the train. There is grass at Hamilton, National Park and Palmerston North Stations, where assistance dogs may be toileted. Staff are happy to assist with this.
  • Getting out safely:

      • Staff have regular safety briefings every morning and are aware of all passengers with access needs travelling that day. They also have regular evacuation practices, simulating different situations. A Health and Safety card is available at every seat and information is displayed using both images and clear text. The card is available in different languages. Each carriage is fitted with a fire alarm, fire extinguisher and smoke detectors.
      • The emergency exits are accessible and hazard free.
      • All fire/smoke doors can stay open automatically during an emergency.
      • There are audible fire alerting devices.
      • Assembly areas (e.g. evacuation point) are on the accessible route.

Hearing

Silver

These are the features that the business provides to create a positive accessible experience for customers or visitors who are Deaf or have a hearing impairment.

  • Getting ready to go:

    • The website:

      • www.kiwirailscenic.co.nz
      • Information on the accessible facilities is also outlined on this organisation's website.
      • The KiwiRail Scenic Journeys website has good visual contrast, making it easy to see. There are excellent photographs and videos providing a descriptive image of the trains and the scenery on route. Some of the images have text descriptions but as these are not separate from the images, they would not be readable with screen reading software.
    • Brochures:

      • The main information brochure provided is 'New Zealand by Train,' which details the four KiwiRail Scenic Journeys. The print is small and uses some coloured text that is similar to the background colour. There are also some small-print notes. The photos used are clear and descriptive and the text uses easy-to-read, plain English. The brochure is available in Mandarin upon request.
      • KiwiRail Scenic Journeys advertises in a number of publications, including Air New Zealands In-flight magazine, on the Trip Adviser web site and on TV. It does not use QR codes in its advertising and none of this advertising material is available in accessible formats.
  • Arriving and Getting In:

    • Drop off/pick up zone:

      • There is no specific designated area marked as a drop-off/pick-up zone, although it is possible to stop beside the platform to drop off and pick people up. There is no curb cut onto the station platform as all access is via the ticket office which has a ramp.
      • The drop off/pick up zone is located within 200 metres of the organisation's entrance.
      • There is no shelter over the drop off/pick up zone.
    • Drop off/pick up zone signage:

      • There is no signage indicating a drop off/pick up zone.
    • Kerb Side:

      • The only access from the car park onto the station platform is via the ticket office, which has ramp access from the car park and out onto the platform.
    • Fixed ramps to the main entrance:

      • The ticket office at Auckland Strand Station is located on the platform and has ramp access from the car park and a small lip ramp out onto the platform. There is hoist or stair access onto the train.
      • Ramps have a handrail.
    • The identified accessible route to the site:

      • The only way to access the platform is via the ticket office which is a temporary structure and is easily visible from the car park. Doors at the top of the ramp are held open. The ticket counter is straight ahead from the top of the ramp\; however, there are rope barriers to prevent people exiting onto the platform before collecting their boarding pass from the ticket counter. You need to move left to avoid these barriers and they are not easily identifiable to those with vision access needs. Once the boarding pass is collected, access out onto the platform is via a second self-opening sliding door, which has a small lip ramp. For those with wheelchairs or limited mobility, access into the trains cafe car is via hoist which is operated by the train crew. There is stair access into the other carriages.
    • The main entrance into the site:

      • Train staff meet passengers at the bottom of the ramp leading into the ticket office.
    • Main entrance signage:

      • There is a KiwiRail Scenic Journeys sign above the main door into the ticket office.
    • Main entrance doorways (this includes gates and turnstiles)

      • The main doors into the ticket office are held open and the door leading out onto the station platform is automatic and has good surrounds making the moving edges easy to see.
      • Ramps exist for thresholds greater than 20mm.
  • Getting around within the site:

    • Customer Service:

      • Staff are easily identified by their uniforms and are always willing to assist where required. Nothing is too much trouble and no-one appears rushed. Passengers are made to feel welcome both on arrival at the Strand Station and on board the train. All assistance animals (e.g. guide, hearing and mobility dogs) are welcome and staff are happy to assist with toileting at appropriate stops. Suitable stations for toileting assistance dogs are Hamilton, National Park and Palmerston North as the train stops for longer and there is grass available.
      • There are staff available to help with any access enquiries.
      • All support animals are welcomed on premises (e.g. guide, hearing or mobility dogs etc).
    • Communicating Accessibly:

      • Information can be sent out via email.
      • There is a loud speaker available to provide information.
      • There are electronic guides available to provide information.
      • Electronic guides are available in Mandarin
    • Menus:

      • The menu is easy to read, with good contrast. Some food items can be pre-ordered at the time of booking. The cafe car is open prior to the train departing so people can order breakfast, which seems to be a popular option. Food can be ordered either at the cafe counter or a seat service is offered where your order is taken and food brought to your seat. When ordering you can specify what time you would like food delivered. Menu items are labelled Meat Free, Gluten Free, Fat Free, Low GI, making it easy for customers to make appropriate choices.
      • Menus are available to view on their website.
    • The identified accessible route within the site:

      • Wheelchair users have a dedicated seating area within the cafe car with full access to the cafe and accessible toilet. The viewing car is situated at the front of the train and has open sides (solid up to about 1 metre with an inner safety rail). There are no seats available in the open air viewing car. Wind and cold can be experienced, so the viewing car may not be suitable for all passengers and is not accessible for wheelchair users. Children must be accompanied by an adult at all times when moving about the train, particularly in the open-air viewing car. All seats on the train have very good hand grips on the centre walkway, providing good support for people walking within the train.
      • The accessible route within the site has a minimum width of 1200mm.
      • You can access all facilities and services within from this accessible route.
      • Lighting levels on this accessible route offer good visibility and viewing.
      • The layout suggests a welcoming physical environment (e.g. mobile floor stands provide unimpeded travel, or outdoor environment surfaces are well maintained).
    • Signage within the site:

      • Signage is good throughout the train, with accessible facilities clearly indicated, as well as location of fire extinguishers and exits. The accessible toilet has braille signage.
    • Sensory options:

      • Important announcements are made over the trains loud speaker and are clearly heard throughout all carriages. Each carriage is fitted with a hearing loop. There are large windows in each carriage with curtains which can be pulled across to cut down the natural light if required. Artificial lighting is designed not to produce glare on any surfaces and there is a reading light above each seat area for additional light if required.
      • A listening system exists.
      • There is a hearing loop available.
    • Surfaces:

      • Each carriage has carpet in the seating area. The entry way, toilets and cafe area all have hard flooring.
    • Stairs or Steps:

      • Each carriage door has steps that automatically slide out before the doors open. The number of steps is adjusted according to the height of the platform. There is a handrail located on at least one or both sides of the stairs.
      • There is a handrail located on at least one or both sides of the stairs.
    • Accessible Reception/ Counter / Ticket Sales

      • There is a small counter at one end of the ticket office where passengers collect their boarding passes for the train. No sales take place here as tickets are pre-purchased. There is no seating in the ticket office as, being a container, there is limited room.
      • There is a counter located on the accessible route.
      • The counter is accessible and has a clear space of 1200mm x 1200mm in front.
    • Cafe/Restaurant/Bar Area:

      • These premises are licensed.
      • The cafe/restaurant/bar area is on a single level.
      • There is a level accessible entry into the cafe/restaurant/bar area.
      • Entry doors are easily operable.
      • There is an accessible waiting area available with accessible seating.
      • Electronic payment devices (eg EFTPOS terminals) are reachable and usable for all access customers.
      • Hard flooring surfaces appear to have a slip resistant surface
      • Natural and artificial lighting levels avoid glare and sudden, abrupt changes in intensity
      • Reflective and polished surfaces are minimised.
      • Staff are identifiable with a uniform or name badge.
      • The cafe offers both cabinet food and a seated service, where food may be ordered from a menu at your seat. Staff take the order and bring the food to your seat. A tab can be set up in the cafe so food can be paid for at the end of the journey. Some items in the cabinet may be difficult to reach from a seated position so staff are willing to assist in reaching items from higher shelves.
    • Cafe/Restaurant/Bar Accessible Toilet:

      • Toilets are located at the end of each carriage. The accessible toilet is located at the end of the cafe carriage. There is a panel on the outside of the toilet with lights indicating if it is vacant or engaged. There is a large push button to open the door, which slides open providing a wide entry space. Inside there is a second panel with large Door Close and Door Open buttons. The door locks automatically when closed. There is plenty of room to turn a wheelchair around inside and a call button should staff assistance be required.
      • Toilets are located at the end of each carriage with the Accessible toilet at the end of the Cafe carriage.
      • All gender accessible toilets for the cafe/restaurant/bar are in a self-contained compartment with full privacy.
      • All gender accessible toilets are located so access is not via an area restricted to one sex.
      • The toilet pan offers a stable base to transfer from.
      • The accessible toilet is a minimum of 1600mm wide x 1900mm long.
    • Designated Accessible Areas:

      • Seating in each carriage is in rows of two, each side of a centre aisle. There is an arm rest between each seat and a couple of areas at the end of the carriage with seats facing each other across a table. The caf car has space for two wheelchairs as well as table seating. There are power points available at each seat. There is no smoking anywhere on board the train. There is grass at Hamilton, National Park and Palmerston North Stations, where assistance dogs may be toileted. Staff are happy to assist with this.
  • Getting out safely:

      • Staff have regular safety briefings every morning and are aware of all passengers with access needs travelling that day. They also have regular evacuation practices, simulating different situations. A Health and Safety card is available at every seat and information is displayed using both images and clear text. The card is available in different languages. Each carriage is fitted with a fire alarm, fire extinguisher and smoke detectors.
      • The emergency exits are accessible and hazard free.
      • All fire/smoke doors can stay open automatically during an emergency.
      • There are audible fire alerting devices.
      • Assembly areas (e.g. evacuation point) are on the accessible route.

Mobility

Silver

These are the features that the business provides to create a positive accessible experience for customers or visitors with a mobility impairment.

  • Getting ready to go:

    • The website:

      • www.kiwirailscenic.co.nz
      • Information on the accessible facilities is also outlined on this organisation's website.
      • The KiwiRail Scenic Journeys website has good visual contrast, making it easy to see. There are excellent photographs and videos providing a descriptive image of the trains and the scenery on route. Some of the images have text descriptions but as these are not separate from the images, they would not be readable with screen reading software.
    • Brochures:

      • The main information brochure provided is 'New Zealand by Train,' which details the four KiwiRail Scenic Journeys. The print is small and uses some coloured text that is similar to the background colour. There are also some small-print notes. The photos used are clear and descriptive and the text uses easy-to-read, plain English. The brochure is available in Mandarin upon request.
      • KiwiRail Scenic Journeys advertises in a number of publications, including Air New Zealands In-flight magazine, on the Trip Adviser web site and on TV. It does not use QR codes in its advertising and none of this advertising material is available in accessible formats.
  • Arriving and Getting In:

    • Car parking:

      • There is accessible car parking.
      • The accessible parking is easy to find and well sign posted.
      • There is no shelter over the accessible car parking.
    • Drop off/pick up zone:

      • There is no specific designated area marked as a drop-off/pick-up zone, although it is possible to stop beside the platform to drop off and pick people up. There is no curb cut onto the station platform as all access is via the ticket office which has a ramp.
      • The drop off/pick up zone is located within 200 metres of the organisation's entrance.
      • There is no shelter over the drop off/pick up zone.
    • Drop off/pick up zone signage:

      • There is no signage indicating a drop off/pick up zone.
    • Kerb Side:

      • The only access from the car park onto the station platform is via the ticket office, which has ramp access from the car park and out onto the platform.
    • Fixed ramps to the main entrance:

      • The ticket office at Auckland Strand Station is located on the platform and has ramp access from the car park and a small lip ramp out onto the platform. There is hoist or stair access onto the train.
      • There are 2 fixed ramps on the accessible route
      • Ramps have a handrail.
    • The identified accessible route to the site:

      • The only way to access the platform is via the ticket office which is a temporary structure and is easily visible from the car park. Doors at the top of the ramp are held open. The ticket counter is straight ahead from the top of the ramp\; however, there are rope barriers to prevent people exiting onto the platform before collecting their boarding pass from the ticket counter. You need to move left to avoid these barriers and they are not easily identifiable to those with vision access needs. Once the boarding pass is collected, access out onto the platform is via a second self-opening sliding door, which has a small lip ramp. For those with wheelchairs or limited mobility, access into the trains cafe car is via hoist which is operated by the train crew. There is stair access into the other carriages.
      • The width of the accessible route to the site is less than 1200mm.
    • The main entrance into the site:

      • Train staff meet passengers at the bottom of the ramp leading into the ticket office.
    • Main entrance signage:

      • There is a KiwiRail Scenic Journeys sign above the main door into the ticket office.
    • Main entrance doorways (this includes gates and turnstiles)

      • The main doors into the ticket office are held open and the door leading out onto the station platform is automatic and has good surrounds making the moving edges easy to see.
      • Ramps exist for thresholds greater than 20mm.
  • Getting around within the site:

    • Customer Service:

      • Staff are easily identified by their uniforms and are always willing to assist where required. Nothing is too much trouble and no-one appears rushed. Passengers are made to feel welcome both on arrival at the Strand Station and on board the train. All assistance animals (e.g. guide, hearing and mobility dogs) are welcome and staff are happy to assist with toileting at appropriate stops. Suitable stations for toileting assistance dogs are Hamilton, National Park and Palmerston North as the train stops for longer and there is grass available.
      • There are staff available to help with any access enquiries.
      • There is a hoist available
      • All support animals are welcomed on premises (e.g. guide, hearing or mobility dogs etc).
    • Communicating Accessibly:

      • There are electronic guides available to provide information.
      • Electronic guides are available in Mandarin
    • Menus:

      • The menu is easy to read, with good contrast. Some food items can be pre-ordered at the time of booking. The cafe car is open prior to the train departing so people can order breakfast, which seems to be a popular option. Food can be ordered either at the cafe counter or a seat service is offered where your order is taken and food brought to your seat. When ordering you can specify what time you would like food delivered. Menu items are labelled Meat Free, Gluten Free, Fat Free, Low GI, making it easy for customers to make appropriate choices.
      • Menus are available to view on their website.
    • The identified accessible route within the site:

      • Wheelchair users have a dedicated seating area within the cafe car with full access to the cafe and accessible toilet. The viewing car is situated at the front of the train and has open sides (solid up to about 1 metre with an inner safety rail). There are no seats available in the open air viewing car. Wind and cold can be experienced, so the viewing car may not be suitable for all passengers and is not accessible for wheelchair users. Children must be accompanied by an adult at all times when moving about the train, particularly in the open-air viewing car. All seats on the train have very good hand grips on the centre walkway, providing good support for people walking within the train.
      • The accessible route within the site has a minimum width of 1200mm.
      • You can access all facilities and services within from this accessible route.
      • Lighting levels on this accessible route offer good visibility and viewing.
      • The layout suggests a welcoming physical environment (e.g. mobile floor stands provide unimpeded travel, or outdoor environment surfaces are well maintained).
    • Signage within the site:

      • Signage is good throughout the train, with accessible facilities clearly indicated, as well as location of fire extinguishers and exits. The accessible toilet has braille signage.
    • Sensory options:

      • Important announcements are made over the trains loud speaker and are clearly heard throughout all carriages. Each carriage is fitted with a hearing loop. There are large windows in each carriage with curtains which can be pulled across to cut down the natural light if required. Artificial lighting is designed not to produce glare on any surfaces and there is a reading light above each seat area for additional light if required.
    • Surfaces:

      • Each carriage has carpet in the seating area. The entry way, toilets and cafe area all have hard flooring.
      • Easy movement around the site due to short cut carpet pile.
    • Stairs or Steps:

      • Each carriage door has steps that automatically slide out before the doors open. The number of steps is adjusted according to the height of the platform. There is a handrail located on at least one or both sides of the stairs.
      • There is a handrail located on at least one or both sides of the stairs.
    • Accessible Reception/ Counter / Ticket Sales

      • There is a small counter at one end of the ticket office where passengers collect their boarding passes for the train. No sales take place here as tickets are pre-purchased. There is no seating in the ticket office as, being a container, there is limited room.
      • There is a counter located on the accessible route.
      • The counter is accessible and has a clear space of 1200mm x 1200mm in front.
      • There is no access space at the service or reception counter.
    • Cafe/Restaurant/Bar Area:

      • These premises are licensed.
      • The cafe/restaurant/bar area is on a single level.
      • There is a level accessible entry into the cafe/restaurant/bar area.
      • Entry doors are easily operable.
      • There is an accessible waiting area available with accessible seating.
      • Self service items can be reached from a seated position
      • Electronic payment devices (eg EFTPOS terminals) are reachable and usable for all access customers.
      • Hard flooring surfaces appear to have a slip resistant surface
      • Natural and artificial lighting levels avoid glare and sudden, abrupt changes in intensity
      • Reflective and polished surfaces are minimised.
      • The cafe offers both cabinet food and a seated service, where food may be ordered from a menu at your seat. Staff take the order and bring the food to your seat. A tab can be set up in the cafe so food can be paid for at the end of the journey. Some items in the cabinet may be difficult to reach from a seated position so staff are willing to assist in reaching items from higher shelves.
      • Staff are identifiable with a uniform or name badge.
    • Cafe/Restaurant/Bar Accessible Toilet:

      • Toilets are located at the end of each carriage. The accessible toilet is located at the end of the cafe carriage. There is a panel on the outside of the toilet with lights indicating if it is vacant or engaged. There is a large push button to open the door, which slides open providing a wide entry space. Inside there is a second panel with large Door Close and Door Open buttons. The door locks automatically when closed. There is plenty of room to turn a wheelchair around inside and a call button should staff assistance be required.
      • Toilets are located at the end of each carriage with the Accessible toilet at the end of the Cafe carriage.
      • All gender accessible toilets for the cafe/restaurant/bar are in a self-contained compartment with full privacy.
      • All gender accessible toilets are located so access is not via an area restricted to one sex.
      • The toilet pan offers a stable base to transfer from.
      • The accessible toilet is a minimum of 1600mm wide x 1900mm long.
      • The washbasin is reachable from the toilet seat.
    • Designated Accessible Areas:

      • Seating in each carriage is in rows of two, each side of a centre aisle. There is an arm rest between each seat and a couple of areas at the end of the carriage with seats facing each other across a table. The caf car has space for two wheelchairs as well as table seating. There are power points available at each seat. There is no smoking anywhere on board the train. There is grass at Hamilton, National Park and Palmerston North Stations, where assistance dogs may be toileted. Staff are happy to assist with this.
  • Getting out safely:

      • Staff have regular safety briefings every morning and are aware of all passengers with access needs travelling that day. They also have regular evacuation practices, simulating different situations. A Health and Safety card is available at every seat and information is displayed using both images and clear text. The card is available in different languages. Each carriage is fitted with a fire alarm, fire extinguisher and smoke detectors.
      • The emergency exits are accessible and hazard free.
      • All fire/smoke doors can stay open automatically during an emergency.
      • There are audible fire alerting devices.
      • Assembly areas (e.g. evacuation point) are on the accessible route.

Parents

Silver

These are the features that the business provides to create a positive accessible experience for customers or visitors with young children.

  • Getting ready to go:

    • The website:

      • www.kiwirailscenic.co.nz
      • Information on the accessible facilities is also outlined on this organisation's website.
      • The KiwiRail Scenic Journeys website has good visual contrast, making it easy to see. There are excellent photographs and videos providing a descriptive image of the trains and the scenery on route. Some of the images have text descriptions but as these are not separate from the images, they would not be readable with screen reading software.
    • Brochures:

      • The main information brochure provided is 'New Zealand by Train,' which details the four KiwiRail Scenic Journeys. The print is small and uses some coloured text that is similar to the background colour. There are also some small-print notes. The photos used are clear and descriptive and the text uses easy-to-read, plain English. The brochure is available in Mandarin upon request.
      • KiwiRail Scenic Journeys advertises in a number of publications, including Air New Zealands In-flight magazine, on the Trip Adviser web site and on TV. It does not use QR codes in its advertising and none of this advertising material is available in accessible formats.
  • Arriving and Getting In:

    • Drop off/pick up zone:

      • There is no specific designated area marked as a drop-off/pick-up zone, although it is possible to stop beside the platform to drop off and pick people up. There is no curb cut onto the station platform as all access is via the ticket office which has a ramp.
      • The drop off/pick up zone is located within 200 metres of the organisation's entrance.
      • There is no shelter over the drop off/pick up zone.
    • Drop off/pick up zone signage:

      • There is no signage indicating a drop off/pick up zone.
    • Kerb Side:

      • The only access from the car park onto the station platform is via the ticket office, which has ramp access from the car park and out onto the platform.
    • Fixed ramps to the main entrance:

      • The ticket office at Auckland Strand Station is located on the platform and has ramp access from the car park and a small lip ramp out onto the platform. There is hoist or stair access onto the train.
      • There are 2 fixed ramps on the accessible route
      • Ramps have a handrail.
    • The identified accessible route to the site:

      • The only way to access the platform is via the ticket office which is a temporary structure and is easily visible from the car park. Doors at the top of the ramp are held open. The ticket counter is straight ahead from the top of the ramp\; however, there are rope barriers to prevent people exiting onto the platform before collecting their boarding pass from the ticket counter. You need to move left to avoid these barriers and they are not easily identifiable to those with vision access needs. Once the boarding pass is collected, access out onto the platform is via a second self-opening sliding door, which has a small lip ramp. For those with wheelchairs or limited mobility, access into the trains cafe car is via hoist which is operated by the train crew. There is stair access into the other carriages.
    • The main entrance into the site:

      • Train staff meet passengers at the bottom of the ramp leading into the ticket office.
    • Main entrance signage:

      • There is a KiwiRail Scenic Journeys sign above the main door into the ticket office.
    • Main entrance doorways (this includes gates and turnstiles)

      • The main doors into the ticket office are held open and the door leading out onto the station platform is automatic and has good surrounds making the moving edges easy to see.
      • Ramps exist for thresholds greater than 20mm.
  • Getting around within the site:

    • Customer Service:

      • Staff are easily identified by their uniforms and are always willing to assist where required. Nothing is too much trouble and no-one appears rushed. Passengers are made to feel welcome both on arrival at the Strand Station and on board the train. All assistance animals (e.g. guide, hearing and mobility dogs) are welcome and staff are happy to assist with toileting at appropriate stops. Suitable stations for toileting assistance dogs are Hamilton, National Park and Palmerston North as the train stops for longer and there is grass available.
      • There are staff available to help with any access enquiries.
      • There is a hoist available
      • All support animals are welcomed on premises (e.g. guide, hearing or mobility dogs etc).
    • Communicating Accessibly:

      • There are electronic guides available to provide information.
      • Electronic guides are available in Mandarin
    • Menus:

      • The menu is easy to read, with good contrast. Some food items can be pre-ordered at the time of booking. The cafe car is open prior to the train departing so people can order breakfast, which seems to be a popular option. Food can be ordered either at the cafe counter or a seat service is offered where your order is taken and food brought to your seat. When ordering you can specify what time you would like food delivered. Menu items are labelled Meat Free, Gluten Free, Fat Free, Low GI, making it easy for customers to make appropriate choices.
      • Menus are available to view on their website.
    • The identified accessible route within the site:

      • Wheelchair users have a dedicated seating area within the cafe car with full access to the cafe and accessible toilet. The viewing car is situated at the front of the train and has open sides (solid up to about 1 metre with an inner safety rail). There are no seats available in the open air viewing car. Wind and cold can be experienced, so the viewing car may not be suitable for all passengers and is not accessible for wheelchair users. Children must be accompanied by an adult at all times when moving about the train, particularly in the open-air viewing car. All seats on the train have very good hand grips on the centre walkway, providing good support for people walking within the train.
      • The accessible route within the site has a minimum width of 1200mm.
      • You can access all facilities and services within from this accessible route.
      • Lighting levels on this accessible route offer good visibility and viewing.
      • The layout suggests a welcoming physical environment (e.g. mobile floor stands provide unimpeded travel, or outdoor environment surfaces are well maintained).
    • Signage within the site:

      • Signage is good throughout the train, with accessible facilities clearly indicated, as well as location of fire extinguishers and exits. The accessible toilet has braille signage.
    • Sensory options:

      • Important announcements are made over the trains loud speaker and are clearly heard throughout all carriages. Each carriage is fitted with a hearing loop. There are large windows in each carriage with curtains which can be pulled across to cut down the natural light if required. Artificial lighting is designed not to produce glare on any surfaces and there is a reading light above each seat area for additional light if required.
    • Surfaces:

      • Each carriage has carpet in the seating area. The entry way, toilets and cafe area all have hard flooring.
      • Easy movement around the site due to short cut carpet pile.
    • Stairs or Steps:

      • Each carriage door has steps that automatically slide out before the doors open. The number of steps is adjusted according to the height of the platform. There is a handrail located on at least one or both sides of the stairs.
      • There is a handrail located on at least one or both sides of the stairs.
    • Accessible Reception/ Counter / Ticket Sales

      • There is a small counter at one end of the ticket office where passengers collect their boarding passes for the train. No sales take place here as tickets are pre-purchased. There is no seating in the ticket office as, being a container, there is limited room.
      • There is a counter located on the accessible route.
      • The counter is accessible and has a clear space of 1200mm x 1200mm in front.
      • There is no access space at the service or reception counter.
    • Cafe/Restaurant/Bar Area:

      • These premises are licensed.
      • The cafe/restaurant/bar area is on a single level.
      • There is a level accessible entry into the cafe/restaurant/bar area.
      • Entry doors are easily operable.
      • There is an accessible waiting area available with accessible seating.
      • Electronic payment devices (eg EFTPOS terminals) are reachable and usable for all access customers.
      • Hard flooring surfaces appear to have a slip resistant surface
      • Natural and artificial lighting levels avoid glare and sudden, abrupt changes in intensity
      • Reflective and polished surfaces are minimised.
      • Staff are identifiable with a uniform or name badge.
      • The cafe offers both cabinet food and a seated service, where food may be ordered from a menu at your seat. Staff take the order and bring the food to your seat. A tab can be set up in the cafe so food can be paid for at the end of the journey. Some items in the cabinet may be difficult to reach from a seated position so staff are willing to assist in reaching items from higher shelves.
    • Cafe/Restaurant/Bar Accessible Toilet:

      • Toilets are located at the end of each carriage. The accessible toilet is located at the end of the cafe carriage. There is a panel on the outside of the toilet with lights indicating if it is vacant or engaged. There is a large push button to open the door, which slides open providing a wide entry space. Inside there is a second panel with large Door Close and Door Open buttons. The door locks automatically when closed. There is plenty of room to turn a wheelchair around inside and a call button should staff assistance be required.
      • Toilets are located at the end of each carriage with the Accessible toilet at the end of the Cafe carriage.
      • All gender accessible toilets for the cafe/restaurant/bar are in a self-contained compartment with full privacy.
      • All gender accessible toilets are located so access is not via an area restricted to one sex.
      • There is a baby change station or separate parent room available.
      • The toilet pan offers a stable base to transfer from.
      • The accessible toilet is a minimum of 1600mm wide x 1900mm long.
    • Designated Accessible Areas:

      • Seating in each carriage is in rows of two, each side of a centre aisle. There is an arm rest between each seat and a couple of areas at the end of the carriage with seats facing each other across a table. The caf car has space for two wheelchairs as well as table seating. There are power points available at each seat. There is no smoking anywhere on board the train. There is grass at Hamilton, National Park and Palmerston North Stations, where assistance dogs may be toileted. Staff are happy to assist with this.
  • Getting out safely:

      • Staff have regular safety briefings every morning and are aware of all passengers with access needs travelling that day. They also have regular evacuation practices, simulating different situations. A Health and Safety card is available at every seat and information is displayed using both images and clear text. The card is available in different languages. Each carriage is fitted with a fire alarm, fire extinguisher and smoke detectors.
      • The emergency exits are accessible and hazard free.
      • All fire/smoke doors can stay open automatically during an emergency.
      • There are audible fire alerting devices.
      • Assembly areas (e.g. evacuation point) are on the accessible route.

Learning & Intellectual

Silver

These are the features that the business provides to create a positive accessible experience for customers or visitors with a learning or intellectual impairment.

  • Getting ready to go:

    • The website:

      • www.kiwirailscenic.co.nz
      • Information on the accessible facilities is also outlined on this organisation's website.
      • The KiwiRail Scenic Journeys website has good visual contrast, making it easy to see. There are excellent photographs and videos providing a descriptive image of the trains and the scenery on route. Some of the images have text descriptions but as these are not separate from the images, they would not be readable with screen reading software.
    • Brochures:

      • The main information brochure provided is 'New Zealand by Train,' which details the four KiwiRail Scenic Journeys. The print is small and uses some coloured text that is similar to the background colour. There are also some small-print notes. The photos used are clear and descriptive and the text uses easy-to-read, plain English. The brochure is available in Mandarin upon request.
      • KiwiRail Scenic Journeys advertises in a number of publications, including Air New Zealands In-flight magazine, on the Trip Adviser web site and on TV. It does not use QR codes in its advertising and none of this advertising material is available in accessible formats.
  • Arriving and Getting In:

    • Drop off/pick up zone:

      • There is no specific designated area marked as a drop-off/pick-up zone, although it is possible to stop beside the platform to drop off and pick people up. There is no curb cut onto the station platform as all access is via the ticket office which has a ramp.
      • The drop off/pick up zone is located within 200 metres of the organisation's entrance.
      • There is no shelter over the drop off/pick up zone.
    • Drop off/pick up zone signage:

      • There is no signage indicating a drop off/pick up zone.
    • Kerb Side:

      • The only access from the car park onto the station platform is via the ticket office, which has ramp access from the car park and out onto the platform.
    • Fixed ramps to the main entrance:

      • The ticket office at Auckland Strand Station is located on the platform and has ramp access from the car park and a small lip ramp out onto the platform. There is hoist or stair access onto the train.
      • There are 2 fixed ramps on the accessible route
      • Ramps have a handrail.
    • The identified accessible route to the site:

      • The only way to access the platform is via the ticket office which is a temporary structure and is easily visible from the car park. Doors at the top of the ramp are held open. The ticket counter is straight ahead from the top of the ramp\; however, there are rope barriers to prevent people exiting onto the platform before collecting their boarding pass from the ticket counter. You need to move left to avoid these barriers and they are not easily identifiable to those with vision access needs. Once the boarding pass is collected, access out onto the platform is via a second self-opening sliding door, which has a small lip ramp. For those with wheelchairs or limited mobility, access into the trains cafe car is via hoist which is operated by the train crew. There is stair access into the other carriages.
      • The width of the accessible route to the site is less than 1200mm.
    • The main entrance into the site:

      • Train staff meet passengers at the bottom of the ramp leading into the ticket office.
    • Main entrance signage:

      • There is a KiwiRail Scenic Journeys sign above the main door into the ticket office.
    • Main entrance doorways (this includes gates and turnstiles)

      • The main doors into the ticket office are held open and the door leading out onto the station platform is automatic and has good surrounds making the moving edges easy to see.
      • Ramps exist for thresholds greater than 20mm.
  • Getting around within the site:

    • Customer Service:

      • Staff are easily identified by their uniforms and are always willing to assist where required. Nothing is too much trouble and no-one appears rushed. Passengers are made to feel welcome both on arrival at the Strand Station and on board the train. All assistance animals (e.g. guide, hearing and mobility dogs) are welcome and staff are happy to assist with toileting at appropriate stops. Suitable stations for toileting assistance dogs are Hamilton, National Park and Palmerston North as the train stops for longer and there is grass available.
      • There are staff available to help with any access enquiries.
      • All support animals are welcomed on premises (e.g. guide, hearing or mobility dogs etc).
    • Communicating Accessibly:

      • There are electronic guides available to provide information.
      • Electronic guides are available in Mandarin
    • Menus:

      • The menu is easy to read, with good contrast. Some food items can be pre-ordered at the time of booking. The cafe car is open prior to the train departing so people can order breakfast, which seems to be a popular option. Food can be ordered either at the cafe counter or a seat service is offered where your order is taken and food brought to your seat. When ordering you can specify what time you would like food delivered. Menu items are labelled Meat Free, Gluten Free, Fat Free, Low GI, making it easy for customers to make appropriate choices.
      • Menus are available to view on their website.
    • The identified accessible route within the site:

      • Wheelchair users have a dedicated seating area within the cafe car with full access to the cafe and accessible toilet. The viewing car is situated at the front of the train and has open sides (solid up to about 1 metre with an inner safety rail). There are no seats available in the open air viewing car. Wind and cold can be experienced, so the viewing car may not be suitable for all passengers and is not accessible for wheelchair users. Children must be accompanied by an adult at all times when moving about the train, particularly in the open-air viewing car. All seats on the train have very good hand grips on the centre walkway, providing good support for people walking within the train.
      • The accessible route within the site has a minimum width of 1200mm.
      • You can access all facilities and services within from this accessible route.
      • Lighting levels on this accessible route offer good visibility and viewing.
      • The layout suggests a welcoming physical environment (e.g. mobile floor stands provide unimpeded travel, or outdoor environment surfaces are well maintained).
    • Signage within the site:

      • Signage is good throughout the train, with accessible facilities clearly indicated, as well as location of fire extinguishers and exits. The accessible toilet has braille signage.
    • Sensory options:

      • Important announcements are made over the trains loud speaker and are clearly heard throughout all carriages. Each carriage is fitted with a hearing loop. There are large windows in each carriage with curtains which can be pulled across to cut down the natural light if required. Artificial lighting is designed not to produce glare on any surfaces and there is a reading light above each seat area for additional light if required.
    • Surfaces:

      • Each carriage has carpet in the seating area. The entry way, toilets and cafe area all have hard flooring.
      • The floor surface covering is plain and clear.
    • Stairs or Steps:

      • Each carriage door has steps that automatically slide out before the doors open. The number of steps is adjusted according to the height of the platform. There is a handrail located on at least one or both sides of the stairs.
      • There is a handrail located on at least one or both sides of the stairs.
    • Accessible Reception/ Counter / Ticket Sales

      • There is a small counter at one end of the ticket office where passengers collect their boarding passes for the train. No sales take place here as tickets are pre-purchased. There is no seating in the ticket office as, being a container, there is limited room.
      • There is a counter located on the accessible route.
      • The counter is accessible and has a clear space of 1200mm x 1200mm in front.
    • Cafe/Restaurant/Bar Area:

      • These premises are licensed.
      • The cafe/restaurant/bar area is on a single level.
      • There is a level accessible entry into the cafe/restaurant/bar area.
      • The entrance is clearly illuminated.
      • The entrance is colour contrasted.
      • Entry doors are easily operable.
      • There is an accessible waiting area available with accessible seating.
      • Electronic payment devices (eg EFTPOS terminals) are reachable and usable for all access customers.
      • Hard flooring surfaces appear to have a slip resistant surface
      • The floor surface covering is plain and clear.
      • Natural and artificial lighting levels avoid glare and sudden, abrupt changes in intensity
      • Reflective and polished surfaces are minimised.
      • Staff are identifiable with a uniform or name badge.
      • The cafe offers both cabinet food and a seated service, where food may be ordered from a menu at your seat. Staff take the order and bring the food to your seat. A tab can be set up in the cafe so food can be paid for at the end of the journey. Some items in the cabinet may be difficult to reach from a seated position so staff are willing to assist in reaching items from higher shelves.
    • Cafe/Restaurant/Bar Accessible Toilet:

      • Toilets are located at the end of each carriage. The accessible toilet is located at the end of the cafe carriage. There is a panel on the outside of the toilet with lights indicating if it is vacant or engaged. There is a large push button to open the door, which slides open providing a wide entry space. Inside there is a second panel with large Door Close and Door Open buttons. The door locks automatically when closed. There is plenty of room to turn a wheelchair around inside and a call button should staff assistance be required.
      • Toilets are located at the end of each carriage with the Accessible toilet at the end of the Cafe carriage.
      • All gender accessible toilets for the cafe/restaurant/bar are in a self-contained compartment with full privacy.
      • All gender accessible toilets are located so access is not via an area restricted to one sex.
      • The toilet pan offers a stable base to transfer from.
      • The accessible toilet is a minimum of 1600mm wide x 1900mm long.
    • Designated Accessible Areas:

      • Seating in each carriage is in rows of two, each side of a centre aisle. There is an arm rest between each seat and a couple of areas at the end of the carriage with seats facing each other across a table. The caf car has space for two wheelchairs as well as table seating. There are power points available at each seat. There is no smoking anywhere on board the train. There is grass at Hamilton, National Park and Palmerston North Stations, where assistance dogs may be toileted. Staff are happy to assist with this.
  • Getting out safely:

      • Staff have regular safety briefings every morning and are aware of all passengers with access needs travelling that day. They also have regular evacuation practices, simulating different situations. A Health and Safety card is available at every seat and information is displayed using both images and clear text. The card is available in different languages. Each carriage is fitted with a fire alarm, fire extinguisher and smoke detectors.
      • The emergency exits are accessible and hazard free.
      • All fire/smoke doors can stay open automatically during an emergency.
      • There are audible fire alerting devices.
      • Assembly areas (e.g. evacuation point) are on the accessible route.