TfL and KeolisAmey launch Access DLR trial to enhance accessibility

Credit: Transport for London

Transport for London (TfL) and KeolisAmey Docklands (KAD) have jointly launched a six-month trial called Access DLR aimed at improving accessibility for passengers on the Docklands Light Railway (DLR). The initiative seeks to address barriers faced by customers with diverse needs when using the DLR.

Access DLR allows DLR customers to pre-book assistance for their journeys online or by phone, with a minimum notice period of two hours. Assistance is available seven days a week between 07:00 and 19:00. Short-notice requests can also be made by phone, subject to staff availability. The service is open to individuals aged 18 and over who require assistance due to mobility, visual impairments, mental health challenges, or other accessibility needs. Notably, no proof of disability is required to use the service.

Participants with confirmed bookings will be met by clearly identifiable Access DLR staff at the start of their journey or other specified locations within the DLR network. These staff members are trained to provide personalised support throughout the journey.

The primary objective of the trial is to gather feedback on the functionality and effectiveness of the service, including its operating hours and potential demand for a permanent service beyond the trial period. TfL and KAD are committed to refining the service based on the feedback received.

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Access DLR complements TfL’s ongoing efforts to enhance DLR services, including the introduction of 54 new trains by the end of 2024. These new trains are designed to improve frequency, reliability and accessibility features, offering amenities such as spacious walk-through carriages, designated areas for large items, and enhanced real-time travel information.

Seb Dance, Deputy Mayor for Transport, said: “With the Access DLR trial, we’re striving to make every journey as seamless and accessible as possible for all passengers. By gathering feedback and delivering improvements, we’re building a fairer, more inclusive London for everyone.”

Richard Graham, Managing Director at KeolisAmey Docklands, said: “We are committed to continuously improving the accessibility of the DLR and supporting TfL’s wider Equity in Motion plan. We look forward to the invaluable customer feedback this trial will provide.”

The trial aligns with TfL’s Equity in Motion plan, which aims to promote fairness, accessibility, and inclusivity across London’s transport network through various initiatives and actions.