News & Features

Operators of Motorway Services Sign Up to New Accessibility Pledge  

Posted in General News on Wednesday, October 22nd, 2025

There’s encouraging news for disabled drivers this month, as major motorway service operators have signed a new pledge with independent transport watchdog Transport Focus to improve accessibility across the UK’s motorway network.  

The commitment, signed by Moto, Roadchef, Welcome Break, Extra, and Getlink Customs Services, promises a more inclusive experience for disabled motorists. Central to the pledge is a requirement for operators to consult and co-design with disabled people before building any new motorway service areas or carrying out refurbishments.  

The initiative follows findings from the Transport Focus Motorway Services User Survey, which revealed that while around two-thirds of disabled users felt services met their needs, there is still significant room for improvement particularly around toilet accessibility and car park layouts.  

Earlier this year, Transport Focus convened motorway service operators, National Highways, and industry experts to explore how facilities such as refueling, charging, journey planning, toilets and signage could be made more accessible. Insights from this event, including input from accessibility specialists, helped shape the new pledge.  

Under the agreement, motorway service operators have committed to four key actions:  

• Consulting and co-designing new services with disabled people. This means that each operator will involve disabled customers in design stages and conduct annual site audits to identify accessibility issues.  
• Provide enhanced staff training so that all staff will receive disability awareness training, ensuring better understanding and support for disabled visitors.  
• Create an accessibility working group – This group will share best practices and develop consistent accessibility standards across all motorway service areas.  
• Report on progress – Operators will meet again with Transport Focus in May 2026 to review progress and set the next steps.  

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

DMUK’s Marketing and Campaigns Manager, Zoe Rush said: " Disabled Motoring UK welcomes this positive development and is encouraged to see motorway service operators taking meaningful steps toward greater accessibility and inclusion. We are pleased that disabled motorists are being placed at the heart of the design and improvement process, ensuring their voices are heard and needs are met. We hope that the commitments set out in this pledge are fully implemented and maintained, leading to lasting improvements that make travelling across the UK’s motorway network fairer and more accessible for all.” 

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