Accessibility statement

This accessibility statement applies to the website, excluding all other East Midlands Railway subdomains.

This website is run by East Midlands Railway. We want as many people as possible to be able to use this website. For example, that means you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • navigate most of the website using just a keyboard
  • navigate most of the website using speech recognition software
  • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

We know some parts of this website are not fully accessible, including the following:

  • Some elements have incorrect attributes or roles
  • Some elements have attributes that point to incorrect IDs
  • Some interactive elements lack accessible text
  • Some older PDF documents are not fully accessible to screen reader software

Feedback and contact information

If you need information on this website in a different format like accessible PDF, word document, large print, easy read, audio recording or braille please contact us with the below details.

We will respond to you within 7 days.

You can access information about our stations on our website via… or , by calling our contact centre on 03457125678, or by speaking to any member of EMR staff.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact: our contact centre on 03457125678, or speak to any member of EMR staff.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS) .

Contacting us by phone or visiting us in person

How to Contact Us:


Call us on 03457 125 678. Lines are open 24 hours a day, 7 days a week, with the exception of Christmas Day and Boxing Day

British Sign Language (BSL)


Text 18001 followed by 03457 125678


Drop us a line on Twitter at @eastmidrailway. Our social media team is online 24 hours a day.


You can contact our customer service team via webchat or email us: [email protected]


You can scan the QR code here or use the number 07501330988

Scan this QR code


Write to: EMR Customer Service Centre, Locomotive House, Locomotive Way, Pride Park, Derby, DE24 8PU

Technical information about this website’s accessibility

East Midlands Railway is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

  • Some elements have lack accessible text (fails WCAG 2.1 A 4.1.2)
  • Some element attributes point to the wrong ID (fails WCAG 2.1 A 1.3.1 & ARIA 1.1). This may make it more confusing for screen reader users to use the site.
  • Some iFrames do not have titles (fails WCAG 4.1.2). This may make it more difficult for a screen reader user to understand the content or purpose of the iFrame before they interact with it.
  • Some elements have the role=img incorrectly applied (fails WCAG 2.1 A 4.1.2)

These issues are being reviewed and actions as part of a policy of continuous improvement. We are planning to tackle many of them as part of a content management system upgrade which is due to be completed by the summer of 2023.

Some older PDF documents are not fully accessible to screen reader software (this fails multiple WCAG criteria)

Disproportionate burden

Labels not in names of controls

Some visual control labels do not match their accessible name (such as with the booking form submit button), which fails WCAG 2.5.3. This is a deliberate choice, as the accessible name is used to give extra information to help screen reader users check the journey parameters they have selected before they submit the booking form.

This change was made on the recommendation of a disabled users panel, and as such we feel that satisfying the above criterion would ultimately make the website less accessible rather than more so, and as such consider that doing so would be a disproportionate burden on the website’s screen reader users.

Several links on a page share the same link text and surrounding context, but go to different destinations.

This is technically a WCAG 2.1 A failure, but as it is the result of intentionally duplicated functionality (such as ‘search’ inputs) we do not believe it constitutes an accessibility issue in any practical way.

Content that’s not within the scope of the accessibility regulations

PDFs and other documents

Some of our PDFs and Word documents are essential to providing our services. For example, we have PDFs with information on timetables and engineering works information.

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services.

Any new PDFs or other documents that we publish will meet accessibility standards.

Preparation of this accessibility statement

This statement was prepared on 18th April 2023. It was last reviewed on that date.

This website was last tested in April 2023. The test was carried out by Altcom limited.

We used various approaches to testing, including the use of third-party agencies, professional accessibility testers with visual impairments, and site-wide tests using Axe, Google Lighthouse and SortSite.

We are happy to provide further information on historic testing results if desired.