The Financial and Social Case for Accessible & Inclusive Rail Networks

Accessibility doesn’t stop at the station entrance. For many disabled passengers, the journey begins with the purchase of a ticket —a process that is increasingly digital, but not always inclusive. For this reason, online booking platforms must meet the highest standards of accessibility, offering compatibility with screen readers, intuitive navigation, and easy-to-locate options for booking assistance. Inaccessible apps, websites, or ticketing machines send a clear message to disabled passengers: this service was not built with you in mind. With the rapid development of technology, there is a growing digital divide between tech-forward services and the people who need accessible, adaptable options. Rail operators must ensure their digital infrastructure is inclusive by design—not retrofitted as an afterthought.

If knowing that one in five people being unable to access rail networks does little to convince you of the importance of accessible transit systems, what if we told you that it makes complete sense monetarily? What is the Business Case for Inclusive Rail? Well…

Revenue Growth: Research suggests that improving accessibility could unlock billions in spending power from disabled passengers and their families. Many choose alternative modes of travel—or avoid travel altogether—because rail remains unpredictable or inaccessible.

Widening the Market: An inclusive rail network benefits not just disabled passengers, but also older adults, parents with young children, tourists, and people with temporary impairments. In other words, it improves the customer experience for everyone.

Meeting Net Zero Goals: Increasing public transport usage is central to decarbonisation efforts. Making rail more accessible encourages modal shift from private cars to trains, especially for those who currently face exclusion from public transport.

Perhaps the most critical shift operators can make is cultural: moving from designing for disabled people to designing with them. At Direct Access, we have worked closely with Avanti West Coast, Transport for Wales, Transport for Greater London, Transpenninne Express, amongst others, to implement changes to their platforms and services. This means actively involving disabled voices at every stage of planning and delivery—from infrastructure upgrades and service planning to staff training and communications. Too often, disabled passengers’ needs are assessed via checklists and minimum standards, not lived experience. This leads to inaccessible designs, poor implementation, and services that fall short in the real world. By partnering with disabled people and advocacy groups, operators can develop services that are not only compliant but genuinely usable.

For any Rail operators who happen to come across this blog, you sit at the heart of this transformation. You manage the customer interface, operate the trains, employ frontline staff, and design much of the digital experience. Your role in closing the transport accessibility gap is both pivotal and powerful. To lead on accessibility, we would urge you to consider priorities such as consistent, visible accessibility features across all stations and rolling stock — not just flagship projects. We would encourage that you ensure that your digital platforms meet WCAG accessibility standards, and conduct user testing with disabled people. Create mechanisms for real-time feedback and accountability, enabling disabled passengers to report issues and contribute to ongoing improvements. Champion accessibility as a board-level priority, and hire individuals to co-ordinate any accessibility enquiries (we call these “Accessibility Champions” in our audit reports).

What is the reward for all this? For disabled people everywhere, a rail network that is not only compliant and competitive, but truly inclusive, sustainable, and trusted. One that empowers disabled people to live independently, participate fully in society, and travel with confidence. In building a railway that works for everyone, rail operators don’t just serve a wider market—they help reshape the future of mobility in the UK.