"Every stage of the journey can become a barrier. From planning a trip and buying a ticket to finding the right platform or boarding a train, inconsistency is the defining feature. Less than half (44%) of those surveyed said they were reliably met by passenger assistance staff, while 82% reported difficulties with the gap between the train and the platform edge."
"Participants described a long list of obstacles that make rail travel exhausting or, in some cases, impossible. Many struggle simply to navigate around stations or to locate members of staff when help is needed. Ticketing, intended to be straightforward, often becomes a major challenge - not just buying a ticket, but managing it afterwards: finding it when asked, using it at ticket barriers, and keeping track of it throughout a journey."
"Safety on platforms is another recurring concern, as is the practical business of boarding a train: finding the correct door, then locating a seat once inside. Even after settling in, problems continue. Passengers spoke of the difficulty of orienting themselves on board - working out where the buffet car is, or which side the doors will open on at the next stop."
More than one in three people with vision impairments cannot make needed train journeys. Less than half (44%) are reliably met by passenger assistance staff, and 82% report difficulties with the gap between train and platform. Inconsistency affects planning, ticketing, station navigation, boarding and seating. People struggle to locate staff, buy and manage tickets, find platforms and doors, and orient themselves on board. Platform safety and inaccessible toilets deter travel. These barriers make rail travel exhausting or impossible for many, with missed journeys and reduced independence across nearly every stage of the trip.
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