EMR Launches TALK Cards to Enhance Travel Experience for Passengers

East Midlands Railway (EMR) has rolled out over 500 EMR TALK cards in just six months, aiming to improve the travel experience for passengers with communication difficulties. These cards, designed to help passengers easily communicate their needs, are becoming an essential tool for many travelers.

The EMR TALK cards were introduced six months ago, adhering to guidelines from Communication Access UK, a collaborative effort by charities and organizations focused on enhancing the lives of people with communication challenges. These free cards enable passengers to convey their specific requirements to train staff efficiently, ensuring they receive the necessary support promptly.

Each card features a variety of messages, such as ‘Where are the toilets?’, ‘Please face me and speak clearly’, and ‘I have a disability, please be patient’. The back of the card also allows passengers to write their name and an emergency contact number if desired.

In response to customer feedback, EMR is introducing two new cards to mark the six-month milestone: ‘I have a stammer, please be patient’ and ‘I have a speech impairment, please be patient’. Passengers can order these cards for free or download digital versions from the EMR website.

Philippa Cresswell, Customer Service Director at East Midlands Railway, highlighted the positive reception of the EMR TALK cards. She stated that these cards are part of EMR’s commitment to ensuring their staff are trained to understand communication issues, thus providing tailored support to travelers.

For travelers, this initiative means a smoother and more inclusive journey. The cards provide a quick and discreet way to communicate needs, helping to reduce anxiety and improve the overall travel experience. The addition of new cards and digital options further broadens accessibility, making it easier for more passengers to benefit from this service.

Statistics show that up to 14 million people in the UK, or about 20% of the population, will experience communication difficulties at some point in their lives. This includes over 10% of children who have long-term communication needs​​. Such figures highlight the importance of initiatives like the EMR TALK cards in supporting a significant portion of the population in their daily activities, including travel.