Presentation to DPTAC David Greeno Research team Passenger Focus 15th May 2013

Passenger Focus We are the independent Passenger Watchdog Our mission is to get the best deal for passengers. With a strong emphasis on evidence-based campaigning and research, we ensure that we know what is happening on the ground. We use our knowledge to influence decisions on behalf of passengers and we work with the industry, passenger groups and national and local government to secure journey improvements.

Rail passengers with disabilities - National (Rail) Passenger Survey (NPS)

NPS Question used to identify passengers with a disability: Q. We recognise and acknowledge that the categories below do not cover the full range of disabilities, but do you consider yourself to be disabled by any of the following: (tick all that apply): No: None Yes: Mobility Yes: Eyesight Yes: Wheelchair user Yes: Speech impairment Yes: Hearing Yes: Learning difficulties Other: Please write in (note: passengers can have more than one disability)

National Passenger Survey (NPS) 5.4% of rail passengers say they have a disability Type of disability% Mobility2.51 Hearing1.12 Eyesight0.73 Learning difficulties0.37 Wheelchair user0.15 Speech impairment0.08 Other1.01

National Passenger Survey (NPS) Journeys made by passengers with a disability are more likely to be made by older people (about 40% are aged 60+ compared with 18% for non disabled passengers)

National Passenger Survey (NPS) Journeys made by disabled passengers are less likely to be commuter/business journeys (31%) and more likely to be leisure journeys (59%) compared to non-disabled passengers

National Passenger Survey (NPS) Although less likely to be making commuter journeys, nearly 40% of journeys are at peak times

National Passenger Survey (NPS) Experiences of passengers with a disability 82% of disabled passengers rate their journey as good or satisfied compared to 84% of other passengers. This is relatively small difference, but significant given the large sample size (6,730 passengers with a disability and 112,009 without)

National Passenger Survey (NPS) Satisfaction with the Station X 73% of disabled passengers are satisfied (compared to non-disabled 77%). X Satisfaction with personal security at the station 62% (compared to non- disabled passengers at 66%)

National Passenger Survey (NPS) Train factors: X Ease of being able to get on and off 71% satisfied for passengers with a disability (compared to 80% for non-disabled) X Personal security whilst on board 72% for passengers with a disability (76% for non-disabled) Value for money for the price of your ticket 55% for passengers with a disability (45% for non-disabled)

Bus passengers with disabilities - Bus Passenger Survey (BPS)

BPS Question used to identify passengers with a disability: Q. Do you have a disability or long- term illness related to the following?: Yes: Mobility Yes: Eyesight Yes: Wheelchair user Yes: Speech impairment Yes: Hearing Yes: Learning difficulties Yes: Other No: None (note: passengers can have more than one disability)

21% of total respondents had at least one disability Types of disability

Passengers with multiple disabilities

Overall satisfaction

Overall Satisfaction by disability type

Satisfaction with bus

Value for money Fare payers only %very/fairly satisfied 55 56

The majority of disabled passengers have a mobility impairment. These passengers were most likely to be retired and using the bus for a shopping trip Passengers with a speech or learning impairment were more likely to be younger, and working full time Disabled passengers less likely to have access to another means of transport At an overall level, satisfaction between disabled and non disabled passengers is consistent-particular concerns apply to Bus driver behaviour (from comments-in particular about helping disabled passengers board, and get to their seats safely)