For many, travelling by train is second nature. Most passengers rarely consider whether there is step-free access at a station, which side of the train doors will open, or if a platform is shorter than the train itself. But for passengers with accessibility needs, these details can significantly impact their journey, and in some cases, deter them from using rail altogether.
Everyone should be able to travel with confidence. However, a 2024 report by the Office of Rail and Road (ORR) highlights how negative experiences can impact the confidence of passengers with access needs. 22% of these passengers are less likely to travel by rail due to such experiences, and 21% feel less confident when using trains as a result.
Supporting confident, independent travel
Booking travel often requires significantly more planning for passengers with access needs, such as organising assistance and checking station accessibility.
Providing accurate, accessible journey information ahead of time is essential for a positive passenger experience. When passengers with additional needs can plan effectively, it removes uncertainty and anxiety from their journeys, leading to greater confidence, brand trust, and ultimately, increased ridership.
Information such as:
- Station access information – Details like step-free access, availability of staff help, accessible parking, hearing induction loops, and National Key toilets.
- Customising colour schemes for online information – Designed for improved visibility, particularly for passengers with colour vision impairments.
- Door opening notifications – Letting passengers know which side of the train doors will open at each stop.
- Platform length indicators – Highlighting whether a station has a short platform, so passengers can plan where to board more effectively.
Technology such as RailSmart Dynamic Route Map (DRM) empowers train operating companies to seamlessly and easily provide vital accessibility information to their passengers so they can travel with confidence.
Partnering with Greater Anglia to improve accessibility
Recently, Greater Anglia enhanced its dynamic route map with accessibility upgrades. These included refined colour schemes for passengers with impaired vision, notifications for door sides, and platform length indicators, small changes that make a big difference.
Greater Anglia worked closely with its Accessibility Panel to understand what passengers really needed. Feedback directly influenced the new features, ensuring that improvements were shaped by lived experience.
Evie Zelinger, Customer Experience Partner at Greater Anglia, explains, “RailSmart DRM supports our mission to make train travel accessible for everyone. The flexibility of the mapping features has allowed us to tailor colours for passengers with vision impairment needs, and we’ve enhanced the experience by including vital train and station information, such as door opening sides and platform lengths. These improvements empower our passengers with accessibility needs to plan ahead and travel with confidence.
“Velociti Solutions are consistently responsive, listening to our enhancement ideas and guiding us toward the best solutions. Their communication is excellent, and implementation has always been quick and seamless.”
Building a more inclusive future
Accessibility is a fundamental part of modern transport, and technology can play a pivotal role in breaking down barriers to rail travel. RailSmart DRM supports train operating companies in creating journeys that are inclusive, informed, and stress-free for every passenger.
The solution enables them to provide clear, accessible, and real-time information that removes uncertainty and empowers passengers to travel independently. Whether it’s highlighting accessible facilities, supporting passengers with visual impairments through tailored map visuals, or helping passengers plan boarding based on platform lengths, the flexibility of RailSmart DRM allows train operating companies to build a map with inclusivity in mind.
