Logged out? Why digital exclusion is still leaving Londoners behind
Our new research shows that advances in technology can make travelling on public transport difficult for people who might be digitally excluded or disadvantaged
In recent years, the transport industry has increasingly used different digital technologies, such as online tickets and journey planning apps, to make travelling easier. However, our 2023 research found that this increasing reliance on technology is leaving many people behind and making travelling on public transport increasingly difficult for people who might be digitally excluded or disadvantaged.
Our new research aimed to find out what progress – if any – had been made by transport companies to help those who might not have access to digital technologies.
The findings present a mixed picture, highlighting both good practice and ongoing barriers for digitally excluded or disadvantaged passengers.
Key findings
Paper tickets can cost more
If you buy a paper ticket, it could cost more than tapping in and out
Station staff are essential
Staff can be vital to help people on their journey, providing support, help and information
Travelling can be confusing
There are inconsistencies in support given by different transport modes and operators
London TravelWatch is urging transport operators and authorities to take immediate steps to reduce barriers to travel for digitally excluded and disadvantaged people. Our report outlines our findings, the main issues we discovered, and what we would like to see change.
Read the report
Download the report annex here
Download the Easy Read version of the report here
Download the Plain Text version of the report here
We also have a limited number of printed copies of the report available. If you would like to receive a copy, please email [email protected]
