When should staff be involved in assisting visually impaired passengers?

• A. Only if asked
• B. When signage is unclear or additional help is needed
• C. Never
• D. Only for accessibility training

Answer: (B)

Helping visually impaired passengers effectively means staff should be ready to assist whenever signs are unclear or additional help is needed. In busy stations and on trains, signage and announcements can sometimes be hard to interpret, or a passenger may need guidance beyond what is immediately obvious. In those moments, staff can read signs aloud, describe nearby surroundings, explain how to reach platforms or facilities, and offer a safe, courteous guide to move through the area. This proactive approach supports safety and independence, and it shows respect for the passenger’s needs without assuming they must request help first. It isn’t appropriate to wait for a request, and it isn’t sufficient to limit assistance to training events only.