(1) Providing appropriate guidance and information to people with disabilities

• Necessity of proper guidance about station equipment, etc., for people with visual impairments

It is necessary to check and improve the following points for people with visual impairments:

• basic information about unmanned stations, such as the location of ticket machines, ticket gates, and intercoms.
• websites and social media accounts of railway companies to ensure that they provide sufficient information for people with visual impairments.

• Provision of textual information for people with hearing disabilities

It is necessary to check and improve the following points from the perspective of people with hearing disabilities:

• the provision of information in written form at unmanned stations including in the event of an emergency.
• the provision of information through the use of company websites, social media, and QR codes.

• Provision of inquiry counters for people with disabilities

It is essential to review the current enquiry process and consider developing a dedicated inquiry counter for people with disabilities if necessary. Meanwhile, website and social media accounts should be checked to see whether they are providing sufficient information for people with disabilities.

(2) Understanding of prior contact for assistance

Some railway companies do not require prior contact for assistance at stations. However, there have been cases where this has not been communicated to the staff working on the ground, and the wrong information has been given to customers. In order to avoid such cases, it is necessary to reiterate the company rules and check the communication system to prevent miscommunication. Shortening the waiting time for those who seek for assistance without prior notice also needs further consideration.

(3) Assistance by train drivers and other crew members

The provision of assistance by train drivers etc. is to be considered on routes where the following requirements are met.

• No bumps in the platform and entrance of the station.
• Routes and sections of routes with short trains running relatively infrequently
• The crew compartment or the door nearest the crew compartment can be locked while providing assistance to passengers
• Measures are taken to ensure security of the vehicle while providing assistance