STAGECOACH has hosted its 2nd specialist training event with national sight loss charity The Royal National Institute of Blind People (RNIB), as part of an ongoing programme to further enhance customer service for blind and partially sighted passengers.

Following a successful 1st session at Birkenhead depot last year, the latest ‘Swap with Me’ training day took place at Liverpool’s Gillmoss depot, giving drivers, driving instructors and senior managers the opportunity to better understand the challenges faced by passengers with sight loss when using bus services.

The interactive training sessions, led by RNIB specialists, allow participants to experience common barriers to bus travel by completing practical tasks while wearing vision impairment simulation glasses and using a white cane. Challenges include boarding a bus, scanning a smart card, locating a seat and navigating safely around the vehicle.

The Gillmoss event also featured a round-table discussion between Stagecoach employees and people with sight loss, focusing on real-life travel experiences and identifying ways to make bus services even more accessible and inclusive.

The training programme was introduced in response to RNIB’s All Aboard? report, which explores the experiences of blind and partially sighted bus passengers across the UK and highlights areas for improvement within public transport.

Simon Tramalloni, Head of Operations of Stagecoach Manchester & Merseyside, said:- “Customer service remains at the heart of everything we do, and we’re committed to continuously improving how we support our passengers with additional needs. Following the positive impact of our 1st training session at Birkenhead last year, it’s fantastic to now bring this initiative to Gillmoss. The hands-on experience and open discussions have once again provided valuable insights, helping our teams better understand the challenges faced by blind and partially sighted customers and how we can support them more effectively.”

Terri Balon, RNIB Regional Campaigner for the North of England, added:- “Bus travel is essential for blind and partially sighted people to maintain independence, access employment, education, healthcare and social activities. Our All Aboard? report found that fewer than half of people with sight loss can make all the journeys they want and need to by bus. Events like this give staff a real insight into the barriers faced by passengers, while allowing people with sight loss to share their lived experiences directly with drivers and managers. The Gillmoss session has been another excellent example of meaningful collaboration, and we thank Stagecoach for their ongoing commitment to improving accessibility across their network.”

Released in May 2025, RNIB’s All Aboard? report found that buses are the most commonly used form of public transport for people with sight loss, yet significant challenges remain. Key findings include:-

• 56% of blind and partially sighted people said they would like to go out more than they currently do
• Fewer than 50% can make all the bus journeys they want and need to
• 83% said having the option to travel by bus is “very important”

 
The report draws on the experiences of nearly 1,200 people with sight loss and highlights barriers at every stage of a journey, from locating the correct stop to boarding safely and knowing when to get off, while outlining practical steps to improve accessibility and inclusion.

For more information about RNIB, visit this website.