Watchdog Drives for Motorway Accessibility Improvements

Motorway service operators have signed up to a pledge with independent transport watchdog, Transport Focus, to improve the accessibility of services. 

The pledge commits Moto, Roadchef, Welcome Break, Extra and Getlink Customs Services to do more to support disabled drivers including consulting and co-designing with disabled users prior to the build of every new motorway service area or site refurbishment. 

The initiative comes after around two thirds of disabled users said in Transport Focus’s ‘Motorway Services User Survey’ that services catered well for their impairment, which leaves some room for improvement by operators.

The pledge follows analysis of the data which found lower satisfaction for disabled visitors at key parts of the customer journey including at toilets and the car park layout. 

Earlier this year Transport Focus brought together motorway service operators, National Highways and the wider roads sector to see how accessibility, toilets, wayfinding, signage, and journey planning information could be improved.

Attendees at the event heard from accessibility experts about the barriers disabled customers face when planning their journeys, refuelling and seeking rest and refreshments to help develop the pledge.  

Building on existing work, motorway service operators have committed to:

1. Consult and co-design new motorway services or site refurbishments with disabled users They will consult and co-design with disabled users and representative groups prior to every new build or site refurbishment. Operators will host a site audit with disabled users and senior executives to identify issues and deepen understanding of the experience for disabled visitors. Each operator will host one site audit per year.  

2. Provide enhanced staff training for all motorway service operator staff 

This will help ensure all motorway service operator staff undertake disability awareness training and understand their vital role in improving the experience for all disabled customers. Operators have committed to introduce measurements to monitor the effectiveness of the training.

3. Create a new industry accessibility working group 

The creation of a new working group will allow all parties to share best practice and agree accessibility standards to be implemented across all motorway service areas, helping customers be confident they will receive a consistently good service. 

4. Report on progress and next steps 

Operators and industry have agreed to reconvene with Transport Focus in May 2026 to report on progress and outline how the pledges are helping to improve the visitor experience for disabled people at motorway service areas. 

“We’re pleased to see motorway service operators taking steps to improve accessibility for disabled users,” said Louise Collins, Director at the independent watchdog Transport Focus.

“Many disabled people already report positive experiences at service areas, and initiatives like co-designing with disabled users are a welcome move towards even better inclusivity.  

“But getting around - whether by road or public transport - still presents real challenges for many disabled people. Addressing these challenges is essential, and there is still much work to be done to close the transport accessibility gap.” 

To find out more visit https://www.transportfocus.org.uk/