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Glasgow Central Station - Station Concourse

Gordon Street, Glasgow, G1 3SL

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Access Guide

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Concourse (Main Concourse - Platforms 1 - 15)

  • Access View
    • There is ramped/sloped access to the concourse from the Gordon Street and Hope Street northern entrances.
    • There is stepped access to the concourse from the Union Street entrance.
    • There is step-free access to the concourse, via lift, from the low level station and platforms 16 and 17.
    • There is ramped/sloped access to the concourse from level 5 of the Oswald Street car park.
    • There is step-free access to the concourse from platforms 1 - 15.
    • There is level access throughout this concourse area.
    • There is a very slight slope uphill across the entire concourse towards the main gatelines to platforms 1 - 15.
  • Maps and Signage View
    • There are station maps, service update screens, digital display(s) for train times, service update boards and Network Rail passenger information screens in this concourse area.
    • Wayfinding signage in this concourse area includes; directional to lifts, directional to exits, directional to ticket office, directional to platforms, directional to self-service ticket machines and directional to toilet facilities.
    • Wayfinding signage is positioned; overhead and on walls.
  • Seating Area(s) View
    • The seating area is located in the centre of the concourse, in front of the gateline to platforms 1 - 6, at the edge of the concourse, near to the Hope Street access and near the gateline to platforms 11 - 15.
    • There is step-free access to the seating area.
    • There is sufficient space for a wheelchair user to use the seating area.
    • There is space for an assistance dog to rest within the seating area.
    • There is are; fixed rows of individual seats with and without armrests.
    • The height of the seating is 43cm.
    • The width of the majority of seats is 49cm.
  • Other Features and Facilities View
    • The services on this concourse include; Cafés with inside and external seating areas:
      - Burger King
      - Costa Coffee
      - Gordon Street Coffee
      - Patisserie Valerie
      - Pret a Manger
      - Upper Crust
      Cafés/ kiosks for takeaway refreshments or external seating:
      - Black Sheep Coffee
      - Krispy Kreme
      - Starbucks
      Restaurants/ bars/ hotel:
      - Alston Bar & Beef
      - The Beer House
      - voco Glasgow Central Hotel
      Newsagents:
      - WHSmith
      Pharmacy/ chemist/ toiletries:
      - Boots
      - The Body Shop
      Clothing/ gifts/ stationery:
      - Flower Station
      - Oliver Bonas
      - Scribbler
      Supermarket/ food hall:
      - M&S Food Hall
      Police office
      Self-service photo booths
      Telephones (not wheelchair accessible)
      Water bottle filling stations.
    • A member of staff is available to provide assistance.
    • ATM machines are located near to the Gordon Street entrance and near to platforms 9 and 10.
    • There is a/are hand sanitiser(s) in this area.
    • The height of the hand sanitiser(s) is/are 100cm.
    • Announcements in this concourse area are audio and visual.
    • The main train departure screens are located above the gateline to platforms 1 - 6 and near to platforms 11 - 15.
    • The type of flooring in this area is tiles.
    • There is some flooring which is shiny and could cause issues with glare or look slippery to some people.
    • The colour contrast between the walls and floor in this concourse area is high.
    • The lighting levels are varied.

Ticket Office (ScotRail Tickets to Scottish Destinations - Main Concourse)

  • Counter View
    • The ticket office counter is located on the main concourse, between the Gordon Street and Hope Street entrances.
    • The ticket office counter is approximately 30m from the Gordon Street entrance.
    • Clear signage for the counter is visible from the entrance.
    • There is step-free access to the counter.
    • There is a clear unobstructed route to the counter.
    • There is a queuing system of black retractable belts between black bollards leading to the counter.
    • The counter is clearly signed.
    • There are windows, TVs, glazed screens or mirrors at/behind the counter.
    • The counter is placed in front of a plain background.
    • The lighting levels at the counter are good.
    • The height of the counter is 84cm.
    • There is sufficient space to write or sign documents on the counter.
    • There is not a lowered section of the counter.
    • The counter is staffed.
    • There is a hearing assistance system at the counter.
    • The type of system is a fixed loop.
    • The hearing assistance system is signed.
    • Staff are trained to use the hearing assistance system.
    • The hearing assistance system was tested by an AccessAble surveyor.
    • The hearing assistance system was tested on 18/10/2021.
    • The hearing assistance system was working at the time of testing.
    • The hearing loop is at counter 3 only.
    • The flooring in this area consists of tiles.
  • Comments View
    • All the counters have a microphone and speaker system.

Entrance (Tickets and Travel Centre and First Class Lounge)

  • Entrance View
    • This information is for the entrance located immediately to the right from the Gordon Street entrance.
    • The entrance area/door is clearly signed.
    • This entrance is signed with 'Tickets and Travel Centre'.
    • There is ramped/sloped access at this entrance.
    • There is a dark mat or floor marking at this entrance that might be perceived as a hole.
    • The entrance door(s) does not/do not contrast visually with its immediate surroundings.
    • The main door(s) open(s) automatically.
    • The door(s) is/are double width.
    • The width of the opening is 102cm.
  • Ramp/Slope View
    • The ramp/slope is located in front of the entrance.
    • The gradient of the ramp/slope is slight.
    • The lighting levels at the ramp/slope are good.
    • The slope into the travel centre is off the slope at the Gordon Street entrance. It is very shallow to the left of the entrance but steeper to the right of the entrance.

Ticket Office (Tickets and Travel Centre)

  • Counter View
    • The ticket office counter is located immediately to the left as you enter the Tickets and Travel Centre.
    • The ticket office counter is approximately 5m from the Tickets and Travel Centre entrance.
    • The counter is clearly visible from the entrance.
    • There is step-free access to the counter.
    • There is a queueing system in front of the counter with metal rails between posts.
    • The counter is not clearly signed.
    • There are windows, TVs, glazed screens or mirrors at/behind the counter.
    • The counter is placed in front of a plain background.
    • The lighting levels at the counter are good.
    • The height of the counter is 100cm.
    • There is sufficient space to write or sign documents on the counter.
    • There is not a lowered section of the counter.
    • The counter is staffed.
    • There is not a hearing assistance system at the counter.
    • The flooring in this area consists of carpet.
    • There is a/are hand sanitiser(s) in this area.
    • The height of the hand sanitiser(s) is/are 100cm.
    • The hand sanitiser is at the entrance to the Tickets and Travel Centre.
  • Seating View
    • There is seating for the desk.
    • Access to the seating is unobstructed.
    • There are bench seats available.
    • There is not sufficient space for a wheelchair user to use the seating area.
    • The seats are immediately outside the entrance to the Tickets and Travel Centre.
  • Comments View
    • The counter is operated by Avanti West Coast, but advises on and sells tickets to all destinations and with all train companies.

Self-Service Ticket Machines (Main Concourse)

  • Self-service ticket machines are available.
  • Self-service ticket machines are located at the edge of the main concourse next to the ScotRail Travel Office and near to platforms 9 and 10.
  • The self-service ticket machines are not clearly signposted.
  • There are queuing systems of belt barriers between posts in front of the ticket machines.
    There are clear plastic screens with yellow edges between the ticket machines.
  • The height range for the ticket machine controls and touch screen is 70cm to 120cm from floor level.
  • There is not a level turning space (minimum 185cm x 210cm) in front of the self-service ticket machine(s).
  • Self-service ticket machines do not have a physical button to summon assistance if required.

Waiting Room (First Class Lounge)

  • Access View
    • There is step-free access to the waiting room.
    • The entrance is clearly signed.
    • The waiting room door does/do contrast visually with its immediate surroundings.
    • The door(s) is/are single, manual (away from you), with a width of 86cm.
    • The door is easy to open.
    • The lounge is at the rear of the Avanti Tickets and Travel Centre.
      A member of staff checks tickets and gives access to the lounge.
  • Waiting Room View
    • The type of flooring in the waiting room is carpet.
    • There is high colour contrast between the walls and floor.
    • There is a mixture of seating with and without armrests within the waiting room.
    • There is a space for a wheelchair user to wait within the seating area.
    • There are not audible announcements in the waiting lounge.
    • There is a train departure screen in the waiting room.
    • There is not a hand sanitiser in this waiting room.
    • The lighting levels are moderate to good.
  • Comments View
    • Members of staff provide hot and cold drinks to customers.

Waiting Room (Customer Lounge)

  • Access View
    • There is step-free access to the waiting room.
    • The entrance is clearly signed.
    • The waiting room door does not/do not contrast visually with its immediate surroundings.
    • The door(s) is/are double, automatic (by sliding), with a width of 132cm.
    • The customer lounge is on the left of the main concourse when facing the main gateline, located to the right of Burger King and the Left Luggage office.
  • Waiting Room View
    • The type of flooring in the waiting room is vinyl.
    • There is high colour contrast between the walls and floor.
    • There is a mixture of seating with and without armrests within the waiting room.
    • There is a space for a wheelchair user to wait within the seating area.
    • There are not audible announcements in the waiting lounge.
    • There is a train departure screen in the waiting room.
    • There is not a hand sanitiser in this waiting room.
    • The lighting levels are good.

Counter (Information)

  • Counter View
    • The counter is located in the centre of the gateline to platforms 1 - 6, below the main display screens.
    • The counter is approximately 80m (87yd 1ft) from the Gordon Street entrance.
    • Clear signage for the counter is not visible from the entrance.
    • There is step-free access to the counter.
    • There is a clear unobstructed route to the counter.
    • There are windows, TVs, glazed screens or mirrors behind the counter which could adversely affect the ability of someone to lip read.
    • The counter is placed in front of a background which is patterned.
    • The lighting levels at the counter are good.
    • The height of the counter is 100cm.
    • There is sufficient space to write or sign documents on the counter.
    • There is not a lowered section of the counter.
    • The counter is staffed.
    • There is not a hearing assistance system at the counter.
    • The type of flooring in this area is tiles.
  • Comments View
    • The information counter is for travel and tourist information but does not sell travel tickets.

Counter (Left Luggage and Lost Property)

  • Counter View
    • The counter is located on the left of the main concourse looking towards the main gateline, between Burger King and the Customer Lounge.
    • The counter is approximately 80m (87yd 1ft) from the Gordon Street entrance.
    • Clear signage for the counter is not visible from the entrance.
    • There is step-free access to the counter.
    • There is a clear unobstructed route to the counter.
    • There are no windows, TVs, glazed screens or mirrors behind the counter which could adversely affect the ability of someone to lip read.
    • The counter is not placed in front of a background which is patterned.
    • The lighting levels at the counter are good.
    • The height of the counter is 105cm.
    • There is sufficient space to write or sign documents on the counter.
    • There is not a lowered section of the counter.
    • The counter is staffed.
    • There is not a hearing assistance system at the counter.
    • The type of flooring in this area is vinyl.
  • Comments View
    • There are automatic double sliding doors to enter the Left Luggage office.

ATM(s) (Main Concourse)

  • The controls/screen heights vary between 90cm and 130cm.
  • There is a lowered ATM available.
  • The height range of the lowered ATM controls/screen is 90cm to 120cm.
  • All the ATMs have headphone sockets and can be operated using audio instructions and the main keypad only.
  • The ATMs are operated by Royal Bank of Scotland.
    There are two near to the Gordon Street entrance, next to WHSmith.
    There are 3 ATMs (all lower height) off the main concourse near to platforms 9 and 10.

Access To (Low Level Station - Platforms 16 and 17 - from Main Concourse)

  • Description View
    • This section describes the step free route and other routes between the main concourse for platforms 1 - 15 and the low level station for platforms 16 and 17.
  • Stairs View
    • The stairs are to the right of the escalators, under the bronze archway near the gateline to platforms 11 - 15.
      From the Hope Street entrance to the low level station, the stairs and escalators are to the left of the concourse before the ticket office.
    • There are 43 steps .
    • The steps are not clearly marked.
    • The step(s) has/have tactile paving at the top and bottom.
    • The height of the step(s) is/are between the recommended 15cm and 18cm.
    • The depth of the step(s) is/are between the recommended 30cm and 45cm.
    • There is a/are handrail(s) at the step(s).
    • The steps have a handrail on both sides.
    • Handrails are at the recommended height (90cm-100cm).
    • Handrails do cover the flight of stairs throughout its length.
    • Handrails are easy to grip.
    • Handrails do extend horizontally beyond the first and last steps.
    • There is a second lower handrail.
    • There is a landing.
    • Clear signs indicating the facilities on each floor are provided on landings.
    • The lighting levels at the steps are moderate to good.
  • Escalator(s) View
    • The escalator(s) is/are located next to the stairs from the main concourse to the low level concourse.
    • Signs indicating the location of the escalator(s) are clearly visible from the entrance.
    • The escalators go both up and down.
    • The escalator(s) steps are clearly marked.
    • The foot and head of the escalator(s) are clearly marked.
    • The lighting levels at the escalator(s) are moderate to good.
  • Lift View
    • There is a lift for public use.
    • The lift is located to the right after the gateline leading to platforms 11 - 15. From the low level concourse, the lift is immediately to the left from the Hope Street entrance
    • Signs indicating the location of the lift are not available from the entrance.
    • The lift is approximately 200m (218yd 2ft) from the Gordon Street entrance, or 10m from the Hope Street entrance to the low level concourse.
    • The lift is a standard lift.
    • A member of staff does not need to be notified for use of the lift.
    • The floors which are accessible by this lift are 1 (station concourse), 0 (Hope Street), -1 (link corridor).
    • Clear signs indicating the facilities on each floor are not provided on lift lobby landings.
    • There is a clear level manoeuvring space of 150cm × 150cm in front of the lift.
    • Lift doors do contrast visually with lift lobby walls.
    • The external controls for the lift are within 90cm - 110cm from the floor.
    • The colour contrast between the external lift controls and the control plate is medium.
    • The colour contrast between the external lift control plate and the wall is high.
    • The clear door width of the lift is 100cm (3ft 3in).
    • The dimensions of the lift are 200cm x 140cm (6ft 7in x 4ft 7in).
    • There are no separate entry and exit doors in the lift.
    • There is not a mirror to aid reversing out of the lift.
    • There is not a list of floor services available within the lift.
    • The lift does have a visual floor indicator.
    • The lift does have an audible announcer.
    • The internal controls for the lift are within 90cm - 120cm from the floor.
    • There is not a hearing loop system.
    • The lift does not have Braille markings.
    • The lift does have tactile markings.
    • The lighting levels in the lift are good.

Concourse (Low Level Station)

  • Access View
    • There is step-free access to the concourse from the Hope Street entrance.
    • There is step-free access to the concourse, via lift, from the main concourse and platforms 1 - 15 and platforms 16 and 17.
    • There is ramped/sloped access to the concourse from the Argyle Street northern entrance.
    • There are ramps/slopes in this concourse area.
  • Maps and Signage View
    • There are station maps, service update screens and Network Rail passenger information screens in this concourse area.
    • Wayfinding signage in this concourse area includes; directional to lifts, directional to exits and directional to platforms.
    • Wayfinding signage is positioned; overhead and on walls.
  • Other Features and Facilities View
    • The services on this concourse include; Telephones (not wheelchair accessible).
    • There are no help points in this area (but staff are available to give assistance).
    • Announcements in this concourse area are audio and visual.
    • The main train departure screens are located opposite the ticket office counter.
    • The type of flooring in this area is tiles.
    • There is some flooring which is shiny and could cause issues with glare or look slippery to some people.
    • The colour contrast between the walls and floor in this concourse area is high.
    • The lighting levels are moderate to good.
  • Comments View
    • There is a sign opposite the ticket office counter to mark the meeting point for the Mobility Assist service.

Ticket Office (Low Level Station)

  • Counter View
    • The ticket office counter is located on the low level concourse, to the left from the Hope Street entrance or on leaving the lift from the main concourse.
    • The ticket office counter is approximately 20m from the Hope Street entrance or the lift.
    • The counter is clearly visible from the entrance.
    • There is step-free access to the counter.
    • There is a clear unobstructed route to the counter.
    • The counter is clearly signed.
    • There are windows, TVs, glazed screens or mirrors at/behind the counter.
    • The counter is placed in front of a plain background.
    • The lighting levels at the counter are good.
    • The height of the counter is 102cm.
    • There is sufficient space to write or sign documents on the counter.
    • There is a lowered section of the counter.
    • The height of the lowered section at the counter is 80cm.
    • There is sufficient space to write or sign documents on the lowered section of the counter.
    • There is not a clear knee recess beneath the lowered section of the counter.
    • The counter is staffed.
    • There is a hearing assistance system at the counter.
    • The type of system is a fixed loop.
    • The hearing assistance system is signed.
    • Staff are trained to use the hearing assistance system.
    • The hearing assistance system was tested by an AccessAble surveyor.
    • The hearing assistance system was tested on 18/10/2021.
    • The hearing assistance system was working at the time of testing.
    • The flooring in this area consists of tiles.
  • Comments View
    • The accessible desk (the right side of the two service points) is powered height adjustable and can be lowered immediately by staff when required.
    • This counter is also the one with the hearing loop.

Self-Service Ticket Machines (Low Level Station)

  • Self-service ticket machines are available.
  • Self-service ticket machines are located in the low level station ticket hall concourse and in the mid-level link corridor.
  • The self-service ticket machines are not clearly signposted.
  • There is a clear unobstructed route to the ticket machines.
  • Where there is more than one machine, they have perspex screens between them.
  • The height range for the ticket machine controls and touch screen is 70cm to 120cm from floor level.
  • There is not a level turning space (minimum 185cm x 210cm) in front of the self-service ticket machine(s).
  • Self-service ticket machines do not have a physical button to summon assistance if required.

Related Access Guides (Concourse Facilities)

Related Access Guides