The quality of the UK public transport journey experience for disabled travellers

This paper explores the issues faced by disabled travellers when using public transport in the UK. Three major themes emerged: firstly survey data does not provide useful information from this group. This was in contrast to data gathered through six focus groups and points to the need to involve this group via personal, face to face methods. The second theme highlighted the anxiety levels disabled travellers possess and how this is compounded by the lack of/difficulty in accessing transport information. The third theme surfaced a distinct feeling of impatience with disabled travellers, which was displayed by busy, impatient staff who, it could be argued, see them as an anomaly to be dealt with on a case by case basis, instead of a group of legitimate public transport users. Thus, the research confirmed that the quality of journeys for those with disabilities is still an issue, despite many years of campaigning and complaint. In order to overcome this, there needs to be a cultural change within the transport operators and planning profession, something that seems as far away as ever.