On-train facilities consultation

We asked passengers, advocacy groups, and staff for their views on the facilities available on trains, with a particular focus on accessibility for disabled people. The consultation explored seating, space, toilets, information provision, and overall passenger experience.

• Accessibility and space: Many respondents highlighted difficulties with wheelchair spaces, including limited availability and being used for luggage instead. Priority seating was sometimes occupied by passengers without additional needs.

• Toilets: Accessible toilets were reported as often out of order or too cramped for some mobility aids. Cleanliness was also a concern.

• Information and announcements: Deaf and hard-of-hearing passengers reported reliance on visual displays, which were sometimes unclear or missing. Blind and partially sighted passengers stressed the importance of clear, consistent audio announcements.

• Boarding and moving through the train: Step-free boarding was identified as inconsistent across stations and trains. Narrow aisles and cluttered vestibules made movement difficult for those with mobility aids.

• Overall experience: Respondents wanted greater staff awareness and training on disability access, along with more visible policies to ensure disabled passengers feel supported and safe.

As a result of your feedback, we are taking the following actions:

• Seating and spaces: We are introducing clearer signage and staff guidance to protect priority seating and wheelchair spaces. Additional spaces will be trialled on refurbished trains.

• Accessible toilets: A maintenance programme is being implemented to reduce breakdowns, with redesigns planned to allow easier use by larger mobility aids.

• Information and announcements: All new trains will include upgraded dual audio-visual announcement systems. We are reviewing how information is displayed in real time for accessibility.

• Boarding and movement: We are expanding the rollout of step-free boarding ramps and committing to wider aisles and clearer vestibule space in future train designs.

• Staff training: A new accessibility and disability awareness training programme is being rolled out across the rail network, developed in partnership with disability advocacy groups.