Making rail easy to use for everyone isn’t just a technical challenge—it’s a commitment to inclusion, innovation, and trust.
To make rail truly easy to use for all, we must embed passenger needs at the heart of every technical solution. Innovation must serve inclusivity, simplicity, and confidence.

For the railway to thrive, every interaction—from planning and buying a ticket to boarding and receiving updates—must feel instinctive and accessible. This means simpler retail, smarter payment options, and real‑time information that customers can trust.

Accessibility must be designed in from the start, ensuring digital tools work with assistive technologies and stations offer clear signage, step‑free routes, and reliable support. Accessibility is not a compliance exercise; it’s how we unlock independence and confidence.

Being easy to use also means joined‑up journeys. Rail should connect naturally with other modes, supported by open standards and consistent design so the system feels familiar wherever you travel.

None of this works without trust. We will protect privacy, keep safety at the forefront, and ensure technology enhances—not replaces—the human touch. Our colleagues remain central to welcoming and reassuring passengers.

The goal is simple: a railway that works first time, every time, for everyone. By putting people first and letting innovation serve that purpose, we will deliver a railway that is genuinely easy to use for all.