(C) Timothy E Baldwin
Eurostar has reaffirmed its commitment to inclusive travel by signing the Charter of Commitments Relating to the Inclusion of Travellers with Autism in the Rail Environment. Launched on World Autism Awareness Day, the initiative marks a significant step forward in making international rail travel more accessible and comfortable for neurodivergent passengers.
The charter has been developed in collaboration with SNCF Réseau and several autism advocacy organisations in France, including Unapei, PAARI, and Autisme Info Service, and outlines a series of concrete actions rail operators will take to improve the travel experience for autistic passengers.
Eurostar’s pledge encompasses measures across its five-country network, focusing on enhancing digital accessibility, improving staff training, providing clearer information, and creating calmer, more supportive environments for travellers sensitive to sensory stimuli.
Key Commitments Include:
- Enhanced digital accessibility on Eurostar websites and through ticketing partners.
- Sensory-friendly communication, including clear, concise information across all channels.
- Better visibility and ease of use for the Assist’enGare platform, allowing passengers to book assistance at stations more easily.
- Specialist training for frontline staff to improve understanding of autism and neurodivergent needs.
- Involving autistic individuals in testing and feedback on customer journeys and station environments.
- Exploration of sensory-friendly spaces, offering refuge from overwhelming light, noise or crowds on trains and in stations.
- Improved pedestrian safety information to support better awareness and navigation in station environments.
Heather Campbell, Eurostar’s Chief Communication and Diversity & Inclusion Officer, said:
“At Eurostar, we believe that travel should be an inclusive and positive experience for all. By signing this charter, we are taking a crucial step towards making our trains, check-in and lounges more accessible and welcoming, with a particular focus on creating an environment where autistic individuals feel at ease. This commitment reflects our dedication to ensuring every passenger feels safe and supported.”
Current Neurodivergent-Friendly Services
Eurostar already offers several services tailored to neurodivergent passengers, including:
- Pre-booked or on-the-day travel assistance
- Clear travel information on its accessibility hub
- Trained staff supporting passengers with autism
- Travel with an emotional support dog or cat
- Reduced fares for travel companions
- Fast track access through ticket gates
- Pre-boarding for all assisted travel
Eurostar’s adoption of the autism inclusion charter builds on these existing services and aims to create a more consistent, empowering travel experience for all passengers with neurodivergent needs.
For further information, visit: www.eurostar.com/accessibility
