New report exposes accessibility challenges

Bus Users UK, the leading charity campaigning for passengers’ rights, has published a revealing new study: Why are we waiting? Disabled people’s experiences of travelling by bus.

Through first-hand, personal accounts, the report captures the lived-experiences of disabled bus passengers across England, Scotland and Wales.

The findings highlight a stark reality: while buses are essential for enabling people to lead full and independent lives, currently they are not accessible to everyone.

Key findings:

Infrastructure: Many bus stops lack essential facilities such as seating or shelter, making it exhausting and painful for some disabled participants to wait for a bus. Obstacles such as heightened kerbs, bins, and bike stands pose difficulties and dangers in accessing and boarding buses.

Bus design: Wheelchair spaces often face away from information displays and there can be competition between passengers for space.

Information: Inconsistent and outdated timetables, contradictory information on apps and at bus stops and poor and inaccessible or missing audio and visual information on buses have left passengers stranded or forced them to abandon their journeys.

Bus drivers: The behaviour and attitude of bus drivers significantly impacts the journey, and in some cases even the ability, of a disabled person to travel.

Passengers: The behaviour and attitude of other passengers can also make or break a journey.

The study was funded by the Motability Foundation through one of their user research grants.

Disability Rights UK welcomes the report.

Stephen Brookes, Transport Policy Adviser of Disability Rights UK says ,“We are pleased to collaborate with Bususers and in our work we reinforce the simple but critical fact that it is vital to involve disabled people in bus service design and operation, both nationally and locally’.

Disabilty Rights UK specifically challenge the many inconsistencies in bus service across different regions, which hinders accessibility and independence. One regular complaint which needs urgent action is the application of the disabled persons bus pass which has massive and unacceptable variances in time and scope of use between bus operators and areas which causes social division and even leads to increased isolation for disabled people.   

“We also insist that all drivers must receive disability awareness and assistance training and know how to offer information support on the journey. It is also a requirement that users know how and when to make a complaint, and to this end the rights of passengers must be clearly displayed.”

 

Jason’s story, 35, London

Jason’s perception of bus drivers has changed dramatically since he became a wheelchair user. While working as a truck driver in 2020, Jason was involved in a serious road accident in which he broke both his legs. Recovery has been difficult for him and he has found it hard to accept that he can no longer be the main provider for his family. He has also struggled with how he believes his family and friends have viewed him since the accident. Before, he felt he was looked up to as the elder sibling who financially supported his brother through university, but now he feels like an ‘object of sympathy’.

This, in part, was why Jason initially limited bus travel after his accident, describing his interactions with bus drivers as frustrating: “The bus driver has to get off from driving and push you inside and everything. It's a kind gesture, but I hate that I have to stress him out just to leave his work, just to come and help me.” However, Jason later reflected on the positive impact small actions can have on passengers. “Even though, personally, I do not appreciate being pushed [by the drivers] I guess it's really helpful for me and others like me, when we really need help [...] That can be really massive.” In the past year, Jason has become even more appreciative of the support bus drivers can provide. Jason spoke of how he was previously abused by three school children whilst travelling on the bus. The driver intervened by stopping the vehicle and, with the assistance of fellow passengers, was able to force them off the bus, something Jason was grateful for.

 

Visit the Bus users website to download the report in full.