Question to the Department for Transport:

To ask the Secretary of State for Transport, if she will set targets for companies to provide accessible human customer service channels.

This Government is committed to improving accessibility, customer support, and helping to remove barriers to travel for all users of public transport. The Department recognises the important role staff play in providing face-to-face services on public transport and the reassurance this gives many customers, especially those who may feel vulnerable or may need more support.

Innovation across the sector offers significant opportunities to change and improve customer service. Digitalisation and technological improvements will form part of this, across different modes of transport. These should be inclusive of the needs of all passengers, including disabled people. Where adjustments such as in-person assistance may be required, these should be accounted for in planning and development.