Bus travel and alighting at a stop

These stages cover the period after boarding until the user prepares to get off the bus. The user’s information needs shift to orientation, reassurance, and progress tracking, understanding diversions, and receiving safety and disruption information. The physical infrastructure present should enable users with a variety of access requirements to move between the stop and the bus and provide a comfortable and safe journey. The relevant staff should be trained to provide support, such as deploying ramps and ensuring a disabled passenger has access to the appropriate seat or space on the bus.

Key passenger questions may include:

• “Is there a disruption, diversion, or delay affecting me?”
• “When is my stop coming?”
• “Will the bus stop?”
• “Can I get off safely?”

Audio-visual information on board the bus

Accessibility challenge

The absence of audio-visual information on board the bus can make it harder for passengers to know they are on the correct bus, going in the right direction and when they need to get off. This can lead to missed stops and longer journeys.

Methods for improvement

The Public Service Vehicles (Accessible Information) Regulations 2023 require local buses to provide audio and visual next-stop, route, and destination information within the vehicle. Most services must comply by October 2026, with full, nationwide compliance required by 2031. Clear information regarding service disruption and diversions should also be provided.

Ticketing

Accessibility challenge

Complex pricing and ticket structures, non-standard concessionary pass rules, card readers that are out of order, or the absence of an option to buy a ticket from the driver can create difficulties for disabled passengers when boarding.

Methods for improvement

Payment systems should be straightforward and possible methods of payment indicated clearly in the waiting area. Any online ticket should be clearly readable and easy to locate on a mobile device to avoid confusion or stress. Payment through an online app should not be the only option and there should also be an ability to purchase a ticket from the driver.

Adequate space and seating

Accessibility challenge

Many buses only have one wheelchair space, which restricts access and creates anxiety for wheelchair users, if this space is taken. This can deter wheelchair users from travelling altogether.

Where the wheelchair or priority seating space is occupied by a non-disabled user, pushchairs or luggage, this can create friction between passengers.

The bus pulling away before disabled passengers have reached a seat can present a physical hazard of falls and injury.

Methods for improvement

Many companies are implementing clearer signage and information for all passengers on priority seating and wheelchair spaces. If the wheelchair space is occupied by non-wheelchair users or their belongings, drivers must take active, reasonable steps to persuade passengers to vacate the space, in line with established legal precedent, rather than treating the matter as a passive negotiation. Navigating this process, and communicating clearly with passengers, must be a core part of driver training. Driver training must also reinforce the basic operating standard of allowing passengers sufficient time to be safely seated before moving off from the stop.