Focusing in on accessibility-related concerns

Types of accessibility concerns raised through CIRAS

The accessibility concerns we hear from across the transport industry include issues such as a lack of working lifts or large stepping distances between trains and platforms. Those reporting these concerns about station facilities and infrastructure were worried that passengers wouldn’t be able to move through stations and travel with ease. They were also concerned about the possibility of injury to transport users.

Additionally, some concerns relate to whether staff are available to assist passengers with specific accessibility needs. For example, one report mentioned that staff at a railway station had not been trained on equipment intended to help evacuate wheelchair users safely and quickly if there was an emergency.

Although these concerns relate to passenger accessibility, we also hear staff-focused concerns. These include issues with work training materials that are hard to access or understand. This can lead to staff having difficulties in their roles.

There have also been reports about faulty toilets where only the accessible toilet is operational. The result is that disabled staff or passengers may not have prompt access because they must temporarily share facilities with others.

Where are the hotspots for accessibility concerns?

Most CIRAS reports about accessibility concerns go to train operating companies (70%). Infrastructure managers receive the next highest amount (21%). Bus and other sectors are the destinations for the remaining 9%.

Below: accessibility-related CIRAS reports by sector from April 2020 to January 2026

Stations and other transport hubs, and on-board modes of transport, are where reporters identify most of the accessibility-related health and safety risks in CIRAS reports.

Although most accessibility concerns relate to rail, an example from the bus sector involves time pressure from control rooms. Some drivers reported feeling unable to wait until elderly or disabled passengers were safely seated before leaving bus stops.

Reporting impact

As part of the CIRAS process, we ask reporters whether they feel the company has taken action because they raised a concern through CIRAS. Two thirds of those reporting accessibility-related concerns (67%) told us they felt their report led to action.

The following case studies illustrate this.

1. Concern 

There was a delay in servicing portable ramps at a railway station. The reporter to CIRAS believed that this was due to changes within the responsible company’s supply chain. They were concerned that if ramps were not serviced in a timely manner, customers needing them could be injured if the ramps were faulty. The reporter wanted the responsible company to investigate ramps that posed the most risk and take them out of use, as well as source a new company to carry out the servicing.

Outcome

• An inspection of the ramps found them safe to use.
• A contractor started a new maintenance programme with improved testing techniques.
• Going forward, there will be six-monthly ramp inspections.

2. Concern

A reporter raised through CIRAS that low-level passenger alarms on two train classes are enclosed in tough, T-key locked covers, preventing passengers—especially wheelchair users—from using them in emergencies. This is seen as a particular risk on driver-only services, where vulnerable passengers may travel alone. 

They noted that high-level alarms are unrestricted, and that other operators use more accessible low-level alarm designs. The reporter wanted the train operator to ensure that passengers who can’t use the high-level alarms can always access the low-level alarms, and to explore alternative misuse deterrents.

The reporter also asked another company to clarify existing standards for low-level alarm design and consider updates. 

Outcome

The train operator confirmed it would:

• keep low‑level call for assistance (CfA) points unlocked through ongoing checks and updated maintenance processes 
• continue briefing all relevant staff to prevent relocking, and
• review and strengthen assisted‑travel procedures on these train classes so that platform staff verify CfA points are unlocked.

The other company confirmed it would:

• review the standard for these CfA devices in wheelchair spaces against the scope of National Technical Specification Notices (NTSN).

If you wish to confidentially report an accessibility-related safety issue that affects transport users, contact us. We will listen and raise the concern with the relevant company.

Find out more

Our reporting data analysis