Motorway service operators sign up to new accessibility pledge

15 October 2025

Motorway service operators have signed up to a pledge with independent transport watchdog, Transport Focus, to improve the accessibility of services.

The pledge commits Moto, Roadchef, Welcome Break, Extra and Getlink Customs Services to do more to support disabled drivers including consulting and co-designing with disabled users prior to the build of every new motorway service area or site refurbishment.

The initiative comes after around two thirds of disabled users said in Transport Focus’s Motorway Services User Survey that services catered well for their impairment, which leaves some room for improvement by operators. The pledge follows analysis of the data which found lower satisfaction for disabled visitors at key parts of the customer journey including at toilets and the car park layout.

Earlier this year Transport Focus brought together motorway service operators, National Highways and the wider roads sector to see how accessibility, toilets, wayfinding, signage, and journey planning information could be improved. Attendees at the event heard from accessibility experts about the barriers disabled customers face when planning their journeys, refuelling and seeking rest and refreshments to help develop the pledge.

Building on existing work, motorway service operators committed that from today they will:

1. Consult and co-design new motorway services or site refurbishments with disabled users
   They will consult and co-design with disabled users and representative groups prior to every new build or site refurbishment. Operators will host a site audit with disabled users and senior executives to identify issues and deepen understanding of the experience for disabled visitors. Each operator will host one site audit per year.
2. Provide enhanced staff training for all motorway service operator staff
   This will help ensure all motorway service operator staff undertake disability awareness training and understand their vital role in improving the experience for all disabled customers. Operators have committed to introduce measurements to monitor the effectiveness of the training.
3. Create a new industry accessibility working group
   The creation of a new working group will allow all parties to share best practice and agree accessibility standards to be implemented across all motorway service areas, helping customers be confident they will receive a consistently good service.
4. Report on progress and next steps
   Operators and industry have agreed to reconvene with Transport Focus in May 2026 to report on progress and outline how the pledges are helping to improve the visitor experience for disabled people at motorway service areas.

Louise Collins, Director at the independent watchdog Transport Focus said: 

“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.”

Disability campaigner Helen Dolphin MBE, said: 

“I’m truly delighted to see the important work Transport Focus has been doing to improve motorway service areas. For many disabled people like myself, long journeys can be daunting, especially when service areas are not very accessible. Knowing that motorway service area operators have signed up to the pledge to make these spaces more accessible fills me with hope. This commitment means that, moving forward, we can expect better facilities that cater to our needs — from accessible parking and toilets to clearer signage and more supportive services.

“These improvements will make a huge difference in our daily lives, allowing us to travel with greater independence, comfort, and dignity. It’s encouraging to see these positive steps towards inclusion, and I believe it will make journeys easier and more enjoyable for many disabled people across the country.”

Ken McMeikan, CEO at Moto, said:

“We’re proud to be part of this important step forward for accessibility. At Moto, we believe that every journey should be inclusive, safe and dignified for all road users. By co-designing our spaces with those customers with disability needs and investing in enhanced training for our teams, we’re committing to real, lasting change. This pledge reinforces our mission to create motorway services that has universal appeal.”

Dawn Taylor, Head of Projects at Roadchef, said:

“At Roadchef, we’re committed to making our services inclusive and accessible for every road user. We know that not all disabilities are visible, and we want to support people with a wide range of needs on their journeys. Today, we provide essential facilities at around 20 sites across our network, and we actively evaluate opportunities for further improvements in future developments – from dropped kerbs for wheelchair users to hatched safety zones around coach bays and clearly marked pedestrian walkways with protective barriers. We also believe that a consistent, nationwide approach, underpinned by clear standards and appropriate funding, will be key to accelerating progress and giving disabled customers greater confidence on the road.”

Adrian Grimes, Commercial Director at Welcome Break said:

“At Welcome Break, we’re proud to stand alongside our industry partners in committing to this important accessibility pledge. We recognise that motorway service areas must be welcoming and inclusive for everyone, and we’re determined to play our part in making that a reality. By co-designing with disabled users, enhancing staff training, and sharing best practices, we’re taking meaningful steps to ensure our services meet the needs of all our customers. This pledge reflects our ongoing commitment to improving accessibility and delivering a consistently positive experience for disabled visitors across our network.”

Ross Mendenhall, Operations Director at Extra MSA, said:

“At Extra MSA, we believe that motorway services should be welcoming and accessible to everyone. Signing this pledge is a natural extension of our ongoing commitment to inclusive design and customer experience, which includes implementing targeted action plans to achieve measured outcomes.

“We’re proud to work alongside Transport Focus and our industry partners to share learnings and best practice, ensuring we can elevate accessibility standards across the sector, and positively shape public perceptions of motorway services.”

Chris Childs at Getlink Customs Services, said:

“At Folkestone Services we are committed to ensuring a smooth and accessible experience for all our disabled customers.

“Our building is on a single level and our automatic entrance doors support ease of movement. Our newly refurbished accessible toilets are clearly visible and conveniently located and our brand-new Changing Places facility has been recognised as one of the best in the country. During the recent redesign of our site and car park we prioritised accessibility by positioning the majority of designated parking spaces adjacent to the main entrance. We continue to listen to our customers and are happy to try to assist them in any way we can.”

Transport Focus will continue to work closely with the roads industry to address the various challenges disabled users face on motorways and major ‘A’ roads, including the accessibility of electric vehicle charging at services.