Transport accessibility remains a major issue in the UK, particularly for passengers with disabilities, who regularly encounter difficulties that affect their dignity and safety. Recent news highlights how dire this problem is. Disabled passengers across the country face unreliable support, broken infrastructure, and poor accessibility policies that make everyday journeys a struggle.

The Guardian reported shocking experiences of customers with disabilities dealing with transport failures, from malfunctioning lifts at train stations to inadequate bus access. These issues are widespread and persistent, undermining the right to travel with dignity.

Sophie Morgan’s Fight to Fly: Aviation’s Accessibility Crisis

Sophie Morgan, a prominent advocate for disability rights, has drawn attention to the severe limitations of aviation for disabled passengers. In her recent Fight to Fly documentary, she described the indignities disabled passengers face, from poor assistance to inaccessible aircraft. The documentary exposes how the airline industry’s failure to adapt to the needs of disabled passengers leaves them feeling disempowered and neglected. Morgan’s experiences, including waiting for hours without support, exemplify how inaccessible the skies remain for many disabled people.

Baroness Tanni Grey-Thompson: Crawling Off a Train

One of the most stark and degrading incidents involved Baroness Tanni Grey-Thompson, a renowned Paralympian, who had to crawl off a train due to a lack of assistance. As reported by the BBC, her experience sheds light on the vulnerability that disabled passengers face, particularly when transport staff fail to deliver necessary help. This story is not just an anecdote but a symbol of a much larger issue—the lack of consistent, reliable support for passengers with disabilities across the UK’s transport network.

Taking Action: Accessibility is a customer experience issue

These stories show that the UK’s transport system must do better. Passengers with disabilities deserve a reliable, accessible, and inclusive service. To achieve meaningful progress, transport providers need to invest in infrastructure upgrades, provide staff training, and enforce accessibility laws.

Accessibility isn’t about special treatment—it’s about delivering the same decent service that every customer expects. Accessibility must be treated as a non-negotiable customer experience priority. Every passenger is a paying customer, and their experience matters.

At Understood, we offer vital DEI training to help businesses ensure accessibility and inclusion are central to their operations. Our training addresses these issues at both structural and operational levels, promoting accountability and raising awareness.

Addressing accessibility is not just about compliance; it’s about respecting customers and treating them with the dignity they deserve. Let’s work together to create a transport system that reflects equity and inclusion for all.

Find out more about our DEI training and how it can support your business in becoming truly inclusive.