Overview

I took a return coach journey which started at Victoria Coach Station, and I was very impressed with the facilities and the special assistance I received. Before my journey I contacted National Express, which was who I was travelling with, to request special assistance and a seat near the front. Both were confirmed in writing prior to travel.

Transport & Parking

Usually when I use the coach station I take the bus from Victoria Train Station to the coach station. Although it is only 2 stops away, the street can sometimes be very busy with tourists, and for me it's more comfortable using my crutch and pulling a suitcase to do this. However, it is a relatively short walk away along Buckingham Palace Road.

Access

The departure area has automatic double doors and step free access. From the main entrance you turn left walk by a couple of shops to get to the special assistance lounge. It has a push button single door to enter. There is a desk which is at wheelchair user height. There are a number of fixed chairs with back support and arms around the outside of the room. The area is spacious. On my arrival back to the coach station, the coach stopped at the arrivals area, a separate building, opposite the departure area. There was step free access and automatic entry doors.

Toilets

There is an accessible toilet inside the special assistance lounge, in the departure area. It can be open with a RADAR key but when I visited the door had been left ajar, didn't require a key. A key is available at the desk if needed. The toilet is spacious with grab rails. It had left hand side transfer. There were a couple of bins and a toilet brush along one side. There is an emergency cord but it was tied round the grab rail so it did not reach to the floor, until I untied it. The toilet was clean, tidy and well maintained.

Staff

Staff were very friendly and helpful. They accompanied me and carried my suitcase to the coach and the coach driver took over and saw me onto the coach. On the way back a special assistance member of staff met me off the coach at the arrivals area and escorted me to the bus stop, where I could catch the 1st of my buses back home. Excellent service both occasions and very helpful and friendly staff.

Anything else you wish to tell us?

I was very impressed with the facilities. Due to the lack of accessible toilets on coaches, this method of transport is not suitable for everyone. However, I limited my fluid intake to prepare of the journey, a method some disabled people use to facilitate similar situations, and I comfortably managed my journey to Bristol. I would be very happy to travel again from Victoria Coach Station and was very impressed with the support received.

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