At the recent Women in Transport Scotland Hub technical webinar, members heard from two Network Rail specialists who are reshaping how accessibility is understood, measured and delivered across the rail network. The session moved beyond high‑level principles, offering practical, data‑led insight into what inclusive customer journeys look like in reality – and how small technical details can have network‑wide impact.
Turning accessibility data into actionable insight
Kyle Adams, Passenger and Stations Analysis Manager at Network Rail, opened with a clear message: accessibility is not a single intervention, but a system of interdependent components stretching from journey planning through to boarding and onward travel. His work focuses on translating vast quantities of station‑level data into insights that can inform policy and investment decisions.
A major technical step forward has been the comprehensive national accessibility audit of stations, funded by the Department for Transport. For the first time, the industry now has detailed, consistent data on core measures such as step‑free access, toilet provision, help points and equipment quality across the whole network. This has revealed both progress and significant gaps. For example, while around 57% of stations are fully step‑free to all platforms, far fewer meet modern compliance standards for accessible toilets, even where facilities exist.
Crucially, Kyle emphasised that availability alone is not enough. Fit‑for‑purpose design matters. Narrow doorways, inaccessible control buttons or unsuitable door handles can render otherwise “accessible” facilities unusable. Identifying these details through data allows low‑cost, high‑impact interventions – sometimes as simple as replacing the wrong type of toilet door handle – that materially improve passenger experience.
From infrastructure to lived experience
Natasha Marsay, Accessibility and Inclusion Strategy and Policy Lead at Network Rail, brought the operational perspective, focusing on how accessibility is delivered day‑to‑day at the 20 Network Rail–managed stations, which account for almost a quarter of all rail footfall nationally.
Her insight highlighted the scale and complexity of passenger assistance. In a single year, over 960,000 assisted journeys were delivered at these stations, accounting for roughly a third of all assistance nationally. Importantly, 40% of these were “turn up and go” requests, reinforcing the need to design stations and staffing models that can flex in real time, rather than relying solely on pre‑booking.
Natasha stressed that accessibility is not a standalone function. It relies on coordinated systems involving station teams, control rooms, cleaning staff, security and operators. Training plays a critical role: all frontline colleagues receive mandatory disability equality training aligned to regulatory standards, supplemented by targeted modules such as dementia awareness and autism training. These are designed to build confidence, empathy and practical capability, particularly during disruption.
Innovation, information and independence
The webinar also showcased how technology can support more independent journeys. Innovations include British Sign Language information boards, indoor wayfinding technology for blind and partially sighted passengers, and exploration of new digital alternatives to traditional hearing loops. These tools do not replace staff support, but they give passengers more control and predictability.
Clear, trusted information underpins all of this. Publishing detailed, up‑to‑date accessibility data through National Rail Enquiries enables passengers to plan confidently and make informed choices – including choosing alternative routes when facilities are unavailable.
The session closed with a powerful reminder: inclusive design benefits far more than those with registered disabilities. From people with luggage or prams to those experiencing temporary impairment, accessibility improvements are fundamental to safety, resilience and the future growth of rail.
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