Lumo has formally included its virtual train tour within its accessibility commitments, following sign-off of its 2026 Accessible Travel Policy with the Office of Rail and Road.
The open access operator confirmed that its partnership with Ocean 3D now forms part of its recognised accessibility initiatives, with the digital tour also referenced within printed station materials provided to customers.
The virtual tour allows customers to explore Lumo’s trains before they travel, offering a full 360 degree view of layouts, seating and onboard facilities. The platform is WCAG compliant and easy to access on smartphones, tablets and desktop devices.
In its policy statement, Lumo notes that the tool is designed to support “customers who live with autism, those that experience anxiety and those with additional accessibility requirements” by enabling them to understand the environment before travelling.
The inclusion of the tour within a formally approved Accessible Travel Policy reflects a broader shift within the sector towards providing pre-journey familiarisation tools as part of accessibility provision.
Ocean 3D, which developed the tour in conjunction with AVA Access, has worked across transport, healthcare and education environments to create browser based digital replicas of real world spaces. These allow users to navigate environments remotely, helping to reduce uncertainty and improve confidence ahead of visits.
For customers with hidden disabilities, unfamiliar environments can present a significant barrier to travel. Sector research and practice increasingly recognise that advance visualisation of spaces can reduce anxiety and make services more inclusive.
Jen Clare, Service Delivery Director at Lumo, said: “Supporting everyone in the community who uses our rail services is extremely important. We want every customer to feel welcome and reassured when they choose a Lumo journey.
“Whether it’s helping people who have anxiety or accessibility needs or just providing an interesting tool for other customers to explore, we were keen to upgrade our 3D visual mapping and ensure the capability is there for people to explore our trains.”
A legal opinion obtained by Ocean 3D indicates that such tools may qualify as an “auxiliary aid” under the Equality Act 2010 and, depending on context, could be considered a reasonable adjustment for service providers .
While provision of virtual tours is not mandated, their inclusion within operator policy frameworks suggests growing recognition of their role in supporting accessible travel.
Ocean 3D can be contacted via their website https://www.ocean3d.co.uk Lumo’s virtual tour is available via its website https://www.lumo.co.uk/who-we-are/virtual-tour
0113 2082620