Essential guide: Using public transport as a wheelchair user
A practical guide to using public transport as a wheelchair user in the UK. Get accessibility tips and journey planning advice from real wheelchair users.
Taking a journey on public transport as a wheelchair user is possible, but it might need some extra preparation. Understanding what support exists and what your rights are can help to deal with any potential problems that might occur.
In this detailed guide we’ll offer information and tips to help your journeys run as smoothly and safely as possible. We’ll cover what assistance you’re legally entitled and your rights as a wheelchair user.
In this guide we’ll cover:
- Your rights as a wheelchair user on public transport
- What assistance is available when travelling by bus, coach, train, underground or taxi
- How to access support
Plan your trip
Before taking a journey on public transport that you’ve not done before, it’s worth spending a little time planning.
Before you set off, it can help to think about:
- How you’ll arrive at the bus stop or train station
- What facilities are available at the station and on board
- Whether you’ll need support to board or alight
- The timing of your visit. If you can, consider travelling outside of rush hour to avoid crowds and make it easier to access support if you need it. If you do need to travel in a busy period, what assistance can you request in advance to help things run more smoothly?
- Back up plans. What will you do if there are delays or your chosen route is unavailable? Have an alternative route or number for a taxi service at hand just in case.
Know your rights
Wheelchair users have a right to accessible public transport and all public transport must accept guide dogs or assistance dogs.
In practice, you may find that this doesn’t apply at all times, or without a staff member to support you, says our Youth Board.
You might also find that the access you receive is different depending on whether you’re travelling by train, taxi, bus or coach.
The good news is that there are sometimes discounted fares or free travel offered for wheelchair users - we’ll tackle these points in the sections below.
The Hubs Mobility Advice Service offers free guidance on what local, national and international travel options are available to you.
If you have to travel to a hospital or other NHS setting for NHS funded treatment or tests, you may be able to claim a refund for your travel costs. Find out about the Healthcare Travel Costs Scheme here.
Some local authorities offer Independent Travel Training to help young people with disabilities build the confidence to use public transport independently.
This is usually provided through your school or college and in most cases is free, although you may need to qualify for school transport or an EHCP to access it. Ask your school or college or check your local authority’s website to find out how you can access this locally.
Choose how you’re going to travel
When travelling as a wheelchair user ,there are lots of things to think about, including convenience, cost and comfort.
To help, we’ve created a series of detailed guides about how you can use different methods of transport, including:
- Travelling by bus and coach as a wheelchair user
- Travelling on taxis and private hire vehicles as a wheelchair user
- Travelling on the underground, metro, light rail and trams as a wheelchair user
- Travelling by train as a wheelchair user
- Driving as a wheelchair user
Each of these guides provides expert advice, information and insights on how to enjoy safe and stress free travel.
What to do if things go wrong
If you receive poor service on public transport, in some cases you may be eligible for a refund and at the very least you can let the provider know so they improve their service in future.
Here’s how to complain if you need to:
- Train: National Rail complaints
- Bus or coach: report a bus or coach service or driver for problems with access or features for disabled people to the Driver and Vehicle Standards Agency (DVSA)
- Taxis: report to your local council
- London Underground: report a complaint to TfL
- Light railways and trams: report directly to the operator or, if no response, escalate to the Rail Ombudsman
When making a complaint, focus on the facts, not how you feel. Keep receipts and records of everything to support your complaint and make a note of when you’ve sent everything.
Round up
As a wheelchair user, you should be able to use public transport and be supported to do so. Knowing what you’re legally entitled to gives you power, so always understand your rights.
Here’s a round up of what we’ve covered:
- Accessible travel and assistance is available on most public transport but provision can vary depending on when and where you travel. It’s worth researching your route first to make sure
- You can sometimes pre-arrange support if you need it
- Always have a back-up route in mind and prepare for delays
