Experiences of disabled rail passengers

Document summary

Each year Passenger Focus asks over 50,000 passengers how satisfied they are with the rail services they use. In this report we are focussing on one particular group of passengers: those with a disability. This is part of our ongoing work to support improved accessibility on rail, and to ensure that the views of passengers with disabilities are driving change. This report is an analysis of the views of 6730 passengers with a range of disabilities who have travelled by rail over the past three years. As well as highlighting some interesting insights, the report provides opportunities to target improvements. We will use this report for planning future work, and are making it available to the rail industry to help operators to target their work, making improvements that will deliver real benefits to passengers with disabilities. In terms of customer satisfaction, passengers with a disability give similar scores to other passengers apart from lower ratings for security, and ease of getting on and off the train, and higher ratings for value for money.