What are the basic services all travel operators should offer?

Most people with sight loss use public transport. All public transport providers have a duty under the Equality Act 2010 to make their services accessible.

Know your rights

There are some basic services that all travel operators should offer as part of their commitment to good customer service:

  • information about your journey, including timetables, ticket information and details about how to book assistance in a range of ways, such as by telephone, online and in print
  • accessible and easy ways to collect and purchase tickets using machines and counters
  • stations and stops that are easy to navigate, with good lighting, clear pathways, accessible signs and with tactile markings
  • journey information should be announced, displayed clearly or available through a member of staff
  • information about your location and surroundings on arrival at your destination
  • allowing guide dogs on all public transport.

Further information, including advice on writing a complaint letter and taking further action, should you ever need to, can be found in the RNIB and Guide Dogs Equality Act toolkit.

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