Research Highlights Barriers for Digitally Excluded Public Transport Users

A recent study conducted by London TravelWatch has identified significant challenges for passengers who are digitally excluded when travelling on public transport in London.

In the UK capital, paper tickets cost up to 200 percent more than using contactless payment methods.

In 2023, London TravelWatch published a report titled Left Out Londoners, which examined the difficulties faced by passengers who do not have access to digital technologies. Two years on, a follow-up study has assessed any changes and improvements in accessibility. Working with research agency Lacuna, London TravelWatch carried out a mystery shopping exercise across the capital’s transport network.

The findings present a mixed picture, showing some areas of good practice alongside ongoing issues. One of the most notable concerns is the price disparity between paper tickets and contactless payment. In some cases, passengers who purchase paper tickets pay significantly more than those using contactless methods, creating a financial barrier for individuals who rely on cash transactions or prefer to buy tickets at machines.

London TravelWatch has consistently emphasised the importance of station staff in assisting passengers. The latest research reaffirms that staff presence is crucial for digitally excluded and disadvantaged passengers, including older people and Disabled people. Staff can provide guidance, support, and assistance in navigating the transport system. However, the research also found that the level of support varies across stations, leading to inconsistencies that can cause confusion for passengers who rely on such help.

Michael Roberts, CEO of London TravelWatch said:

The results of our research show that many passengers still face barriers, particularly when it comes to pricing, support, and navigating the transport system. It is simply unfair that those paying with cash – or who choose to use the ticket machines – are forced to pay so much more, and might struggle to find the cheapest option for travel. This is also likely to affect some of those most impacted by the ongoing cost of living crisis.

It is important to remove as many barriers to transport as possible, and accessibility should be at the heart of decision making. We are calling on Transport for London, transport operators and the Department for Transport to commit to addressing these issues that are leaving Londoners behind.

The findings highlight the need for continued efforts to improve accessibility and affordability in public transport, ensuring that all passengers, regardless of their digital access, can travel without unnecessary financial burden or practical difficulties.