Recommendation 8

The seemingly routine, everyday nature of assistance failures on the rail network is unacceptable. Accessibility must not be viewed through the same lens as customer service, where less than 100 per cent performance is considered normal. Accessibility failures should be vanishingly rare, not commonplace, but too few actors in the system currently behave as if that is the case. A change of mindset throughout the transport system is urgently needed, recognising that accessibility is both a non-negotiable matter of human rights and discrimination, and a health and safety issue. (Conclusion, Paragraph 66)