Rail replacement services play a critical role during disruption, but for many disabled passengers, they can become a barrier to travel rather than a solution. This white paper examines the real experiences of passengers with physical, sensory, cognitive and hidden disabilities, shedding light on the challenges they face when navigating replacement services.

The report highlights the improvements passengers want to see to make rail replacement more accessible and user-friendly, and explores how a more consistent and modern approach can support greater independence, confidence and inclusion. In doing so, it demonstrates how improving accessibility during disruption can strengthen trust in the railway and ensure no passenger is left without a viable travel option.