As the Department for Transport puts more emphasis on accessible transport, removing barriers for passengers with disabilities should be a priority for Train Operating Companies (TOCs).
Earlier this year, GfK Mystery Shopping launched an investigative project that looked into the challenges faced by disabled passengers when travelling by rail. The project highlighted that while individual staff members were very helpful when providing assistance to disabled passengers, there is a disconnect between what is promised when pre-booking assistance to what assistance is delivered at stations.
The experience of disabled passengers could be significantly improved through more effective integrated assistance, taking steps to ensure rail travel is accessible to all.
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