For disabled passengers, disruption is where independence, safety, and confidence are most at risk. Improving accessibility during these moments is one of the most immediate and visible ways to strengthen trust and create meaningful change, ensuring no passenger is left without a viable alternative during disruption.
Disruption is unavoidable, but substandard experiences are not. Done right, passengers travel safely and confidently. Done wrong, it fails them - ultimately undermining trust in the railway.
145 disabled UK rail users reveal the truth about inclusive rail travel - unlock the insights.
Key insights from disabled UK rail passengers
Findings from our national rail customer study highlight the real experiences of disabled passengers - including those with physical, sensory, cognitive and hidden disabilities - when using rail replacement services during disruption.
What disabled passengers want from rail replacement
Our report outlines the practical changes passengers feel would make rail replacement more accessible, helping people travel with greater independence, clarity and confidence during periods of planned or unexpected disruption.
How modern, standardised rail replacement can remove barriers
We explore how a more consistent and modern approach to rail replacement can improve accessibility, support inclusive travel during disruption, and contribute to a simpler, more reliable, and customer-focused railway aligned with Great British Railway’s ambitions.
Research commissioned in 2025 with 145 disabled UK rail users - part of a wider national research piece - identified recurring pain-points during disruption.
These barriers leave passengers feeling frustrated, excluded, and let down by the service - creating emotional strain, damaged customer confidence, and eroding trust in the rail network.
Download the report to understand the real passenger experience of rail disruption - and discover how more accessible rail replacement services can improve resilience, efficiency and passenger confidence across the UK rail network.
