Following publication of the government’s Accessibility Roadmap last week, train operators in public ownership are highlighting how they are already turning that vision into reality.
The Accessibility Roadmap outlines a long-term vision for a more accessible railway and was published alongside the Railways Bill which sets out plans to overhaul Britain’s rail network through the creation of Great British Railways (GBR).
Throughout 2025, the seven train operators now in public ownership have delivered a wide range of accessibility improvements to ensure that rail travel works for everyone.
Accessibility improvements across the network in 2025 include:
- c2c has partnered with GoodMaps to introduce digital wayfinding across all its stations, enhancing accessibility and independence for passengers of all abilities. Using advanced LiDAR scanning and computer vision, the system provides highly accurate 3D maps accessible via the GoodMaps Explore app and c2c website. Features include turn-by-turn audio, visual and haptic guidance, real-time lift and escalator updates, multilingual support and step-free route options, helping customers navigate stations confidently without staff assistance.
- Greater Anglia has introduced Passenger Assist booking capability into retail channels making it quicker and easier to buy a ticket and book assistance at the same time. They have worked with Thomas Pocklington Trust to raise awareness of living with sight loss and trained all conductors on how to deliver sighted guidance. They have installed a new Welcome Point at Norwich station for better on-site support and introduced Convo to enable deaf customers to communicate with customer relations agents via a British Sign Language interpreter. Greater Anglia has also introduced two new Changing Places toilet facilities at Audley End and Great Yarmouth stations, opening up opportunities for travel for people with complex support needs who have been previously excluded.
- LNER has rolled out new signage on board their Azuma fleet in wheelchair spaces and priority seats, as well as accessible toilets, driven by feedback from their Accessibility Forum. These improvements focus on helping to protect wheelchair spaces from luggage, with the introduction of braille to help blind people independently find priority seats and improved visuals around buttons.
- Northern has introduced a new Assisted Travel Support Team, clearer priority seating on-board their trains, issued accessible toilet keys to frontline staff and introduced step-free access at Daisy Hill station in Greater Manchester. They have also installed passenger assistance points at 40 stations, made eight more stations mobility scooter-friendly, launched a navigation app for easier station access, and expanded Welcome Points across the network.
- Southeastern has invested over £9 million in station upgrades, including major lift improvements and completed accessibility schemes at Shortlands and Herne Bay. Meanwhile, Hither Green station in southeast London is undergoing a £28 million upgrade funded by the Department for Transport’s Access for All programme, delivering step-free access across all six platforms by Autumn 2027. The operator has also introduced 3D station maps to boost passenger confidence and is trialing Welcome Points and using innovative technology to support future level boarding solutions.
- South Western Railway continues to enhance its assisted travel services, offering journey planning and station support tailored to individual needs. The ‘Paws for Thought’ initiative has also raised awareness of the vital role assistance dogs play in supporting disabled passengers.
- And TransPennine Express has delivered a range of infrastructure improvements, including a £135k accessible toilet pod at Brough station in East Yorkshire and access upgrades at six other stations. The operator has introduced enhanced British Sign Language screens at Manchester Airport station and adapted station toilets to be stoma-friendly, ensuring greater comfort and dignity for passengers with medical needs.
Andrew McClements, customer experience and transformation director at TransPennine Express, said: “Everyone, everywhere deserves a railway that works for them. Making our network truly accessible is the collective mission of all train operators in public ownership.
“The government’s Accessibility Roadmap rightly highlights many of the changes, like improving the digital journey for people with visual impairments and driving key infrastructure upgrades, that are being trailblazed through common ownership. A lot has been done, but we know we can do better.
“Together, publicly owned operators will collaborate and innovate to chart the path outlined in the Government’s roadmap, as we continue the journey to Great British Railways.”
As the Railways Bill moves forward and Great British Railways takes shape, these improvements show what can be achieved when accessibility is placed at the heart of rail reform.
