Transportation Accessibility: Why It Matters and Where Things Are Headed

In a recent survey by NCAT (National Centre for Accessible Transport), 92% of disabled people said they had experienced a barrier on at least one mode of transport.

Getting from one place to another shouldn’t feel like a hurdle but for many people with disabilities, transportation systems are still confusing, unpredictable, or simply hard to use without help.

When routes, stations, or digital tools aren’t designed with access in mind, a basic trip can turn into a stressful experience. In fact, the same report also found that 75% of disabled people experience stress when traveling.

The good news is that more companies and public agencies are starting to treat transportation accessibility as a core part of customer experience instead of an afterthought. Recent examples would be the new partnerships between Be My Eyes and Amtrak, Emirates, and Rome’s International Airport (Fiumicino) which show what’s possible when technology and transportation providers work together to make travel easier and more accessible.

Contents

• Access is About Independence
• Real People Benefit When Systems Improve
• Technology Is Becoming Part of the Infrastructure
• Making Transport Work for Everyone

Access is About Independence

Accessible transportation is ultimately about independence and enabling disabled people to travel on their own terms, with confidence.

For travelers who are blind or have low vision in particular, that can mean clear wayfinding, staff support when needed, and tools that remove the guesswork from crowded or unfamiliar spaces.

The Amtrak example with Be My Eyes is a good case study in how this can work. Instead of relying solely on station staff, travelers can connect with trained visual interpreters (through the Be My Eyes app) who help with train times, tickets, signs, platforms, or station layouts, all through live video. For many passengers, that’s the difference between feeling stuck and feeling confident enough to travel independently.

Real People Benefit When Systems Improve

The impact becomes clear when you look at individual stories.

One traveler, Brian, talked about using the Be My Eyes app on a trip to Washington, D.C. It was his first time navigating Union Station on his own, and having immediate access to Amtrak support through the app made the process straightforward. He didn’t have to hunt for information or guess where to go. He got clear guidance using the Be My Eyes app and moved through the station with less stress.

When people can trust that help is available and easy to reach, they’re more willing to travel, and they don’t have to plan their day around uncertainty.

Learn more about Brian’s story here.

Technology Is Becoming Part of the Infrastructure

Digital accessibility is transforming the accessibility of transportation, and it’s now being treated as seriously as physical access.

Tools like visual interpretation and AI assistance are becoming part of the travel experience. They fill in the gaps that physical infrastructure can’t solve on its own, especially in older stations or busy hubs.

For providers, this is also a practical move because when passengers can get accurate information quickly, it reduces confusion, stress, missed transport, and reliance on staff for every question. It also shows a real commitment to serving every single customer.

Making Transport Work for Everyone

The Accessible Customer Service Suite from Be My Eyes helps transportation providers turn accessibility into everyday ease. Whether through AI-powered support, live video connections to trained agents, or branded service listings in the Be My Eyes app, the suite makes it simple to offer fast, visual support to travelers who are blind or have low vision. It’s already transforming the customer experience at leading brands, and it’s built to scale.

Learn more about how Service Connect, Service AI, and the Service Directory can help your transportation company by booking a free demo