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Photo #173797

Response from Kathryn O’Brien, Customer Service and Operations Director, TPE, from Wednesday, 17 August 2022:
"As I have mentioned previously, we are looking into potential changes with the design, but we are not able to replace the racks completely. I can also confirm that we are looking into providing information on our website that details which of our services have cycle hook storage onboard – please do be aware, however, that this is not a simple task and will take some time for us to assess the feasibility of implementing this feature, but I can assure you that it is being looked into internally.
For your information, the design of the cycle store onboard our Nova 1 fleet is one that can be found across several rail vehicles in the United Kingdom, including those operated by other train operators on the East Coast Main Line and the Great Western Railway. Efficient use of space onboard trains is key to being able to provide enough seats for passengers and sufficient storage for bikes and luggage. The design adopted was assessed against a number of potential options for storing cycles onboard which involved consultation with representatives of cyclists.
This review included a Human Factors assessment, to determine if the hook design would work within the space constraints. Throughout this assessment, the reference bikes used were at the larger end of the most common size of road bike to ensure the design could be used by the vast majority of cycle users. Feedback was also considered from a number of specialist stakeholders who viewed a mock-up of the design in order to assess its usability, which concluded that the design was fit for purpose.
I do understand that you find the cycle hooks onboard our Nova 1 services to be difficult to use, therefore I would like to reiterate that our Passenger Assist service is available so that a member of our team can help you with your bike onboard.
Whilst we are looking into potential changes to the cycle hooks and our website, this will not be a fast process and I am sorry for the frustration this may cause. You do have the right to raise your complaint with the Rail Ombudsman..."

[Caption about the difficulties a family faces when trying to travel. One member has a disability. See: #183348]

[UPDATE] Reply from TPE 22.9.21 to my complaint see #173854:

Dear [Rebba]
Thank you for your further email and questions with regards to the cycle racks on our Nova 2 trains – our Accessibility and Integration Manager, Natasha Marsay, has forwarded your response to me.
I am sorry to hear you are unhappy with the design of our cycle racks on our Nova 2 services – unfortunately, we are unable to alter this design currently, but we will take your comments into consideration for the future. As you travel mostly between York and Dewsbury, I can confirm that both stations have cycle storage facilities which are free to use, and I wholly recommend that these facilities are taken advantage of.
I’d like to thank you for your feedback with regards to this matter – we really do appreciate suggestions on how we can improve from our customers, as this information is invaluable to us.
Thank you for getting in touch.
Yours sincerely
Kathryn O’Brien
Customer Experience Director

I reject this response. The reason for being on this route was to cycle the Spen Valley Cycleway. So leaving my cycle somewhere is not going to work. Plus, it does not address the issue that the company has purchased a design of trains that cannot be used by most people with cycles. Yet this is public transport so should be accessible. Presumably most (all?)* TPE services are now this design. The website says: "...To deliver this vision, we have invested over £500 Million since 2016 to introduce three brand new fleets of NOVA trains, increasing capacity on our network through 220 new coaches". And, "We are committed to delivering consistently excellent service, making
journeys easy and convenient for all our customers. Our aim is to provide an accessible and welcoming railway for all and we will ensure that your needs as an older or disabled customer are properly considered in all aspects of service delivery. The end goal is enabling you to travel confidently and as independently as possible." However people of all ages and levels of fitness who travel with a cycle are excluded from travelling on trains on routes are operated by TPE. I also don't believe customers should need to research which routes a design of train operates on or *the extent to which an operator uses a specific design of train.
Further, the reply did not address my complaint that the toilet doors are very difficult to open/keep open while you enter and leave the cubicles and are therefore also inaccessible to some people - with the loss of dignity and independence this causes.
TPE has an 'Assisted Travel Service'. I was directed to use this to access help to lift my cycle onto/off the hooks. The form says: "Please indicate which of the following best describes your disability or impairment ∗"
However, I do not identify as disabled, elderly or impaired. The issue of hooks is one of almost blanket user exclusion not a problem with the passenger. I didn't have problems lifting my cycle onto and off their trains when the cycle spaces were in carriages.
[Image taken 3.9.21] TransPennine Express (TPE) service York-Dewsbury. [No Streetview at York rail station.] The cycle carriage on this train design is directly discriminatory. The 'provision' is now hooks in a cupboard. I am female. I was unable to lift my cycle onto or off the hooks. My sisters and most of my female friends would be able to do this. This 6ft male struggled to do so - putting his back at risk of injury and trapping his hand/suffering pain in the process. This issue today see also: #173798. My email to the Chief Executive of TPE is at: #173854. Other images related issues: #174286 and links. Other images today: #173801 and links.

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