Photo credit: Community Rail Network
We’re delighted to share the findings of a newly published scoping and discovery report (PDF 2.1 MB), which explores why disabled people continue to face significant barriers when travelling by rail – and what can be done to improve their journeys.
The report forms part of the On Track for Inclusive Train Travel project, delivered by the Royal National Institute of Blind People (RNIB) and Community Rail Network (CRN), with grant funding from the Motability Foundation.
Understanding what shapes disabled passengers’ experiences
Disabled people have consistently told the Motability Foundation that poor staff attitudes, behaviours and inconsistent assistance are among the biggest barriers they face when using public transport.
Previous Motability Foundation research found that train travel is the mode of transport where disabled people report some of the poorest experiences of staff support.
Many described uncertainties about whether assistance would be available when needed and concerns about being treated differently because of their disability.
This new report builds on that evidence base, exploring in greater depth the factors that shape disabled passengers' experiences of rail travel and identifying opportunities for improvement.
Findings
Only 62 per cent of neurodivergent respondents felt rail staff were helpful when assistance was needed — just one of the many insights brought together in the scoping and discovery report.
Drawing on research, surveys, interviews and focus groups with disabled people, the report explores how staff training, operational systems, organisational culture and the wider railway environment shape accessibility and inclusion.
The findings show that while disability awareness training is widely delivered across the rail industry, training on its own cannot ensure consistently positive experiences for disabled passengers.
It also revealed that training staff is not enough to help disabled people feel confident that they will receive the assistance they need to travel, and a sector-wide review on operation practices and cross-company responsibilities is needed.
A range of factors play a critical role in enabling people to travel with confidence, dignity and independence. These include:
Reliable and timely assistance,
Clear and accessible information,
Clear coordination and handover of assistance between staff, stations and operators,
Sufficient trained staff and clear accountability during handovers between operators.
Inclusive design across stations and trains
The report also highlights the importance of involving disabled people in shaping services, training and decision-making, ensuring lived experience informs improvements across the rail sector.
Supporting evidence for future improvements
This report provides valuable evidence about the barriers disabled people face when travelling by rail, as well as the changes needed to improve accessibility in practice.
The findings mark the first step in respective wider programmes of work being carried out by RNIB and CRN to help create more accessible, inclusive and reliable rail travel for everyone.
“We hope the findings in this report help guide what happens next”
Vitus Kwok, Transport Solutions Manager at the Motability Foundation, said:
“We’re really pleased to have funded RNIB and CRN to deliver this important work, which we hope will lead to improved rail travel for disabled passengers. We hope the findings in this report help guide what happens next.
“I’d like to thank everyone involved in making this project happen and to disabled passengers and frontline rail staff for sharing their insights. It highlights the importance of close working between disabled people and the transport sector to achieve systemic change and fair access for all.”