Ensuring disabled people receive support needed to use public transport

Should train companies provide assistance for disabled passengers?

C is visually impaired and has chronic health problems. She booked assistance for a two-part train journey she was taking with her three-month-old baby. Both of the defendant train companies failed to provide the requested assistance, and the limited help C did receive was chaotic and insensitive. The incidents caused her to have a panic attack.

This case came within our priority aim relating to transport – public transport supports the economic and social inclusion of disabled people and older people. 

We provided legal assistance using our powers under section 28 of the Equality Act 2006.

The case settled.

Studies show that disabled people often feel public transport is largely inaccessible to them which can have a significant impact in many areas of their lives, such as access to employment, services and opportunities to socialise. Providers have a responsibility to make public transport accessible and inclusive. Our support for this case, and its outcome, demonstrates the issue's importance.