Over the past year, I’ve had the privilege of being part of the On Track for Inclusive Train Travel project, listening to disabled people share their experiences of using the railway.

Some stories were incredibly positive, with staff going above and beyond to help people feel confident and supported. Others were frustrating, upsetting and highlighted just how difficult travelling by train can sometimes be.

The people we spoke to wanted staff who listened, showed empathy and were willing to help. Training is part of that picture, but it isn’t the whole story. The systems, pressures and environments people work within also shape the experiences passengers have day to day. Creating a more inclusive railway isn’t about one thing. It’s about listening, learning and working together to make things better.

What I do know is that disabled people are experts in their own journeys. Thank you to everyone who shared their experiences so openly and honestly. Your insight has helped build a better understanding of both what needs to change and the good practice that already exists.

Although the project won’t now move into its planned second phase, I hope the Discovery findings help keep the conversation going about what inclusive rail travel really looks like.

Please see full report, Easy Read and Plain English versions here: https://communityrail.org.uk/reports-and-research/on-track/