Pre-trip planning

This is everything a user does before leaving for the journey. It includes deciding whether to travel, when to travel, and which service(s) to use. Disabled people disproportionally spend more time planning travel compared with non-disabled people.¹⁷ Typical activities include checking timetables, live departure information, disruption alerts, prior information on accessibility (step free access, buggy/wheelchair space), purchasing tickets, and confirming the correct stop/location.

Key passenger questions may include:

• “What is the best route and when should I leave?”
• “Is my service running normally?”
• “How much will it cost and how do I pay?”
• “Is the journey accessible for my needs?”

Journey planning

Accessibility challenge

More than three in five (62%) disabled people plan journeys in advance most or all of the time (only 3% never plan, while the remainder plan some journeys), to ensure the chosen mode of transport is accessible for them and to arrange assistance, if necessary.¹⁸ However, information about accessibility features at stops, routes to bus stops, diversion routes and toilet provision is frequently not readily available. As a result, many users need to seek information on social media sites (such as Facebook forums) to locate necessary information.

In addition, online information and journey planning, real time passenger information (RTPI) and ticketing may not be fully accessible. This can include poor screen reader compatibility, lack of keyboard navigation or labelling for assistive technologies, no support for voice commands; thus complicating or inhibiting navigation for people with limited dexterity.

Methods for improvement

Information and journey planning platforms should provide a full suite of accessibility features. This includes clear and straightforward interfaces, multiple formats (digital, audio, and large print), real-time data on accessibility features (step-free access, lift availability, accessible toilet locations, bus stop features), and allowing users to customise routes based on specific needs. Platforms should avoid excessive use of captchas, time-limited sessions, and multi-step payment processes as these can be difficult for users with cognitive or motor impairments, as well as for neurodivergent individuals who may experience heightened anxiety when travelling.

RTPI provision is essential both for journey planning and to provide certainty at the bus stop. Operators should provide helplines for assistance from accessible travel teams. Digital solutions must enhance, not replace, clear, up-to-date printed timetables at the stop and human-led support helplines.

References

17. Transport for All (2023) (back to text)

18. Ibid. (back to text)