NationalRail.co.uk revamped to support people with accessibility needs

The National Rail station page has been updated to make it more accessible and enhance the overall passenger experience, through a collaboration between Rail Delivery Group (RDG), industry partners, and Valtech. As the industry marks National Inclusion Week, this project highlights the importance of inclusive design and the positive impact of listening to people with lived experience of disability. 

The new layout means clearer, more detailed information – such as step-free access, lift status, toilet facilities, baby-changing areas, and staff assistance availability are now displayed, more prominently at the top of the page making it easier for all passengers to plan their journeys.  

These updates are part of a wider effort to improve clarity and ensure passengers can easily find accurate information about the level of support available at each station.     

A vital part of this upgrade is the use of accessibility data collected through a national audit led by the Department for Transport (DfT). This audit reviewed every station in the UK and helped make sure the information now available online is both accurate and useful. Most importantly, it’s also helping passengers make better-informed choices when planning their journeys. 

These changes weren’t made in isolation. From the beginning, people with lived experience of disability were central to the project. Through a co-design process involving workshops and feedback sessions, people with accessibility needs worked closely with the project team to highlight what information really matters to them. They helped shape what should be shown online cutting through the complexity of the audit data to focus on what’s genuinely helpful when planning a journey. 

The improvements were also tested with people who have a range of access needs, including mobility and neurological conditions, visual or hearing impairments, and learning differences. To make sure the updates worked well for everyone, the independent organisation ShawTrust carried out checks to make sure the new station pages are accessible on different devices and easy to use for people with diverse needs. 

Jacqueline Starr, Executive Chair and Chief Executive Officer of Rail Delivery Group, said: “The railway is for everyone, and that means ensuring passengers have access to clear, reliable, and accessible station information is a priority for us. These improvements to station pages will empower people to plan and navigate their journeys with greater confidence.  

“We know there is always more to do, and we remain committed to continuously improving accessibility and making rail travel easier for everyone.” 

Suzanne Donnelly, Director, Customer & Revenue Growth, Network Rail, said: “Ahead of the mobilisation of Great British Railways, the industry is coming together to deliver integrated solutions that deliver for our passengers.  Working as one team with a focus on customer experience, the Accessibility & Inclusion team have collectively shown what we can do, when we work cross-industry.” 

These improvements to station pages are a key step in making essential travel information clearer, more inclusive, and user-friendly and will help passengers have greater confidence in planning their journeys. Through continued collaboration, the rail industry is working towards a rail network that works for everyone.