EMR TALK Cards prove popular with more than 500 being issued in the first six months
- Free cards are a handy aid for customers to quickly communicate their needs to staff
- Cards are available to order through EMR's website or Customer Service Centre
- Two new cards launched, as well as digital downloads
East Midlands Railway (EMR) has issued more than 500 cards which aim to help customers quickly communicate what extra support or consideration they require when they travel with the train company.
The EMR TALK cards, which were launched six months ago, have been created using guidelines provided by Communication Access UK – an initiative developed in partnership by charities and organisations that share a vision to improve the lives of people with communication difficulties.
The free cards are a handy aid for EMR customers to better communicate their needs to the operator so its staff can act quickly to offer the bespoke service they require.
Examples of the messages on the cards include ‘Where are the toilets?’, ‘Please face me and speak clearly’, and ‘I have a disability, please be patient’ – plus many other prompts.
The reverse of the cards has a section for the customer to include their name and an emergency contact number, should they wish to.
To mark six months since their introduction, EMR is introducing two new cards following customer feedback. These are ‘I have a stammer, please be patient’ and ‘I have a speech impairment, please be patient’.
Customers can order the physical cards free of charge and download the digital cards onto their phones by visiting: https://www.eastmidlandsrailway.co.uk/form/talk-passenger-assistance-cards
Philippa Cresswell, Customer Service Director at East Midlands Railway, said: "We are pleased by the positive response to our EMR TALK cards.
"We hope they make a difference in helping our customers with communication difficulties while they travel with us.
"We train our staff to make sure they understand communication issues, and these cards are another helpful way we can ensure our customers get the support they require.
"They allow travellers the option to use a quick visual prompt, and we hope the introduction of the two new cards, as well as the digital versions, will allow even more of our customers to access them."
