The UK transport industry still has work to do to create inclusive and accessible journeys for all.
That was the consensus at CMAC Group’s first mobility and accessibility leaders round table, which took place on 10 June.
Our attendees identified a number of barriers to inclusive, seamless travel for disabled rail customers. The causes are often structural, requiring input and action from policy-makers.
It came after research for our rail accessibility white paper revealed that only 7% of disabled rail customers report meaningful improvement year-on-year.
That's why we are committed to highlighting accessibility in travel ahead of the introduction of Great British Rail (GBR).
Increasing accessible vehicle supply
Disruption is an inevitable part of rail travel. But when it happens, journeys aren’t equitable for all, with many disabled people struggling to complete their trips. Just 2.8% of disabled travellers surveyed for our white paper find rail replacement services fully accessible.
One of the biggest factors behind this is the lack of accessible vehicles. In the latest statistics from 2024, just 11.5% of all licensed vehicles (taxis and private hire vehicles) were wheelchair-adapted vehicles (WAVs).
And this is worse outside of urban areas, particularly London. In the capital, all 14,800 taxis are accessible. In comparison, across all of Northern Ireland, there are approximately 380 accessible taxis. According to Neil Wright, Alternative Transport Manager at Northern: “The numbers don’t match the need.”
When drivers are reluctant to invest in WAVs, incentives are needed to convince them of the benefits – and that falls to policy-makers. Round table participants suggested a range of options, including:
- Faster licence approvals
- Desirable station taxi rank positions
- Lower tax
- Increasing local authority vehicle age limits for WAVs
- Clean air zone exemptions
Accessibility specialist and round table moderator Sarah Rennie shared her thoughts on what she’d like to see change: “I think there’s a lot of firefighting in this space – and I can see why. When expected modes of transport are unavailable and there is a responsibility to get a person where they need to be, it’s a race against time to solve that problem.
“Sometimes this may be commissioning an accessible taxi from two hours away. I’d love to see some research into what’s really happening on the ground – for example, exploring inequitable journey times and the real financial costs of the current system. Of course, this would take time and resources, but it would be invaluable data to better inform business cases and influence policy around regulation and sufficient supply of taxis/drivers.”
A central dataset of where and how accessible vehicles are being used was suggested during the round table. This would serve as a basis to provide a better service for everyone.
Wider focus on disabilities
A key area for change within the industry is expanding the focus for accessibility, which often doesn’t account for different requirements, such as neurodivergence, visual or hearing impairments, and learning disabilities.
Sarah Rennie explained: “I think it’s all too easy to look at accessible onward travel through the lens of wheelchair users as the passengers. Many, if not most, passengers who need alternative accessible transport do not need specialist vehicles. We all, however, need a dignified, safe, and reliable service. Sometimes I think this is forgotten about, particularly in the rush to find a solution.
“For example, for many assistance dog handlers, the main barrier is a hostile response to their right to be accompanied by their dog. For others, the main issue is communicating accessibly and taking extra care and time.”
Across the industry, accessibility plans and processes need to include provisions for individuals with varied assistance needs. Our round table participants suggested:
- Ensuring accessible audio and visual announcements
- Not limiting updates to digital channels, including social media
- Ensuring access to guide and assistance dogs
- Journey information present on rail replacement vehicles
- Staff asking about rather accessibility requirements during disruption or changes in journey legs rather than assuming
These points show that accessibility is not a single issue with a single solution. It requires consistent standards, better communication, trained staff, and planning that reflects the full range of customer needs.
These are all areas where GBR has an opportunity to deliver real improvement.
Recommendations for Great British Rail
Building on these themes, our white paper recommended six key actions for rail transformation. With the introduction of GBR, we hope to see the following delivered:
- Introduce a national rail replacement standard
- Ensure all staff are comprehensively trained to prioritise accessible service
- Make accessibility an industry priority
- Improve information and communication for all customers
- Implement a mandatory communication framework for rail replacement, including a structured handover protocol
- Establish a long-term rail accessibility action plan
By adopting these recommendations, the industry can deliver more consistent, dignified, and reliable journeys for disabled rail customers across the UK.
At CMAC Group, we will work with our partners across transport to support that change and help create a more connected, consistent, accessible network for everyone.
