People with disabilities in Wales continue to face challenges when using public transport, particularly trains, despite efforts to improve accessibility. Concerns raised include issues with access to ramps and inadequate support at many stations in Wales. Recent data for 2023/24 indicates a growing number of customers utilising Transport for Wales’ passenger assist service, designed to aid those needing additional support, such as disabled individuals, to safely complete their journeys. Assistance offered includes help with finding seating, making connections, and deploying ramps.
In the latest year, over 61,000 individuals pre-booked assistance, marking a 20% increase from the previous year. Two regular users of the service, Leandra Craine and Kat Watkins, shared their experiences with WalesOnline, highlighting some of the obstacles they encounter while using trains in Wales. Leandra, who serves as a Business and Membership Officer at Disability Wales and is autistic, commended the introduction of an app for booking assistance, making the process quicker and more accessible for her. She emphasised the app’s role in reducing travel anxiety and ensuring a smoother journey, especially with connecting trains.
Kat, an Access to Politics Project Officer at Disability Wales and a full-time electric wheelchair user, reflected on the anxiety caused by inconsistent support from station guards in the past. Both Leandra and Kat expressed the need for more dedicated passenger assist staff across stations in Wales to enhance accessibility. They highlighted shortcomings at certain stations like Cathays, which lack step-free access, leading to cumbersome routes and challenges in using ramps. Despite praising the assistance received, they called for disability equality training to improve how staff interact with disabled passengers.
While Transport for Wales acknowledges the positive impact of the passenger assist service, they recognise the need for further enhancements. For instance, plans are underway for a fully accessible footbridge at Cathays in collaboration with Cardiff University and the Welsh Government. Improved infrastructure, additional staff, and universal access to ramps on trains are cited as vital steps to alleviate barriers for disabled passengers. The shared goal is to ensure all individuals, regardless of disability, can navigate public transport in Wales confidently and comfortably.