Improving accessibility

Improving the customer experience

We know how important it is for our passengers with accessibility needs to feel confident that there will be a member of staff available to help if they need it. That’s why we want to modernise our service and make things easier.

Whether it’s at our station or onboard our trains, our plan is to make our staff more visible and available to everyone travelling with us, where they can sell tickets, offer advice and information and provide assistance when needed.

We’ve been working with accessibility user groups, London TravelWatch and Transport Focus to ensure that we fully consider the needs of passengers with disabilities as part of our plans to modernise the railway. Our Disability Impact Statement outlines our commitment to make things easier and address any concerns, including how we will provide our staff with sufficient training and tools such as how to deploy ramps and how we install induction loops in appropriate areas at our stations.

As part of our plans, station facilities such as waiting rooms, toilets and lifts will be open for longer at our busier stations, providing access to facilities we’ve been told are important to our passengers who need them most.


Find out more about our plans to improve the customer experience at our busier stations

Find out more about our plans to improve the customer experience onboard our trains.