Policy and strategy
Travel for all: improving access and inclusion across transport in Wales - Principle 2: feeling welcome
We want to make it easier for more people to use our transport network.
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What we want
We want people to feel welcome when using our transport networks.
We want people to feel supported throughout their journeys.
Being treated with respect and having enough seating, clear signage, and easy-to-use facilities will help create a network where everyone feels safe, confident and comfortable when travelling.
What we will do
We will:
- make sure that customer-facing staff across all transport complete regular training on equality, diversity, and inclusion topics including the social model of disability, anti-racism, and ways to ensure the armed forces community feels welcome on our networks
- make sure that a clear and accessible system is in place to report unacceptable behaviour of staff or passengers, and that action is taken when needed
How we will do it
We will:
- Work with Transport for Wales to review, develop and roll out mandatory training to frontline rail staff
Timescale: by spring 2026.
- Work with Transport for Wales to build a programme of training into bus contracts and ensure it is regularly completed by frontline staff
Timescale: by spring 2030.
- Update taxi and private hire vehicles guidance to include improved customer service and handling of complaints and feedback
Timescale: by spring 2026.
- Support Transport for Wales to review its complaints and escalation services and strengthen them where necessary across rail and bus networks
Timescale: by spring 2026.