Session 1 – Accessible Travel Framework

Held on: 12th November 2025

Outcome 1: More disabled people make successful door-to-door journeys, more often

How people travel

Participants used a mix of transport, including:

• Taxis
• Buses
• Trains
• Community transport
• Ferries

Many people said they now rely more on taxis. This is often because buses are unreliable or difficult to use.

Changes over the last 10 years

• Taxis are often the only reliable option, especially for medical appointments.
• Pain, fatigue and mobility issues mean people need transport they can depend on.
• Buses are convenient when they turn up, but services can be unpredictable.
• Train travel is seen as much more expensive than bus travel.
• Some people cannot rely on buses to reach hospital appointments on time.

Barriers to using buses

Participants highlighted several ongoing issues:

• Accessible spaces on buses are often blocked by shopping trolleys or other passengers.
• New electric buses usually have only one wheelchair space, which is not enough.
• Wheelchair users often miss out because the accessible space is already in use further along the route.
• Real-time bus tracking systems do not always work or show “ghost” buses.
• Some bus timetables and information are not compatible with screen readers.

What helps – and what makes things harder

What helps:

• More frequent services on some routes.
• Electronic display boards showing when buses are due.
• Buses that stop close to hospitals.

What makes things harder:

• Unreliable real-time information.
• Display boards disappearing when buses are delayed.
• Lack of audio information for blind and partially sighted people.
• Drivers not announcing stops or offering help.

Participants stressed that unreliable transport can lead to missed NHS appointments, which causes stress for individuals and costs the health service time and money.

Outcome 2: Disabled people are involved in designing and improving transport

Giving feedback

Participants had shared feedback in different ways, including:

• National surveys (such as through disability organisations)
• Complaints or comments to bus companies
• Online discussions and consultation calls

However, many felt their feedback was not taken seriously.

Feeling excluded

• Participants felt transport decisions are often made “behind closed doors”.
• Service changes sometimes happen without consultation.
• Some felt they were treated as “second class citizens”.
• Previous engagement was described as “lip service” rather than real collaboration.

Suggestions for improvement

Participants suggested:

• Consulting disabled people before introducing new technology.
• Involving blind and partially sighted people in designing information systems.
• Making more seats on buses flexible or fold-down.
• Clear and visible ways to give feedback during or after a journey.

Outcome 3: Transport staff help enable disabled people to travel

Training and attitudes

• Participants were told drivers receive disability training, but many questioned how effective or up to date it is.
• Some drivers do not ask if help is needed.
• Ramps can be too steep or poorly positioned.
• Some drivers pull away before passengers are seated.

Positive and negative experiences

Positive experiences:

• Regular drivers often know passengers and check they are safe before moving.
• Friendly and patient drivers make a big difference.

Negative experiences:

• Some drivers are abrupt or aggressive.
• Behaviour can be worse during busy periods, such as festivals and the run-up to Christmas.
• Participants questioned whether drivers receive enough mental health support.

Overall, participants felt that staff attitude is just as important as training.

Outcome 4: Disabled people feel safe and comfortable when travelling

Feeling safe

• Many people feel safe during the day.
• Crowded buses can feel stressful and unsafe.
• Most participants avoid travelling in the evening or at night.
• Anti-social behaviour, vandalism, and intoxicated passengers were major concerns.

Blind and partially sighted participants often felt people were helpful, but still worried about busy or unpredictable environments.