Amtrak urged to improve accessibility and onboard experience for passengers with disabilities
21/07/2025
Amtrak could significantly improve the travel experience for passengers with disabilities by developing a unified strategy focused on accessible design, staff interaction, and onboard service, according to a new report from the Amtrak Office of Inspector General (OIG).
While the national rail operator has made strides in areas such as assistive listening technology and outreach to disability advocacy groups, the OIG found its accessibility initiatives to be fragmented and poorly coordinated across departments. Interior-related decisions, such as mobile app functionality, seating use, and access to onboard amenities, were often made without input from Amtrak’s Accessibility Office, resulting in inconsistent experiences for passengers with mobility, visual, or auditory impairments.
A key concern identified in the report is the accessibility of interior train features. The OIG noted that passengers using mobility devices frequently face barriers when attempting to access café or dining cars. While staff are required to offer at-seat food service, this practice is not consistently followed. The report also cited instances of designated accessible seating areas being used for storage across all four routes audited, an issue directly affecting the inclusivity of onboard spaces.
Amtrak has committed to improving accessibility in its future fleet. Three new trainsets currently in procurement are expected to offer enhanced access to onboard amenities. However, until these are in service, the report notes that current interiors may continue to fall short without interim solutions such as digital ordering systems or retrofitting existing spaces.
The OIG also highlighted challenges in wayfinding and communication at stations, where audio and visual messaging quality varied significantly. Accessibility information on Amtrak’s booking platforms and in-station signage was often difficult to locate, making trip planning and navigation unnecessarily complex for disabled passengers.
The report calls for Amtrak to adopt a comprehensive accessibility strategy, informed by passenger data and designed to ensure that rail interiors, alongside digital tools and staff protocols, meet consistent, inclusive standards. The aim is not only compliance, but to create an improved, dignified travel experience.
Amtrak has agreed with the report’s recommendations and outlined steps to enhance coordination, track accessibility metrics more effectively, and improve staff training.
The full OIG report can be accessed here.
A key concern identified in the report is the accessibility of interior train features. The OIG noted that passengers using mobility devices frequently face barriers when attempting to access café or dining cars. While staff are required to offer at-seat food service, this practice is not consistently followed. The report also cited instances of designated accessible seating areas being used for storage across all four routes audited, an issue directly affecting the inclusivity of onboard spaces.
Amtrak has committed to improving accessibility in its future fleet. Three new trainsets currently in procurement are expected to offer enhanced access to onboard amenities. However, until these are in service, the report notes that current interiors may continue to fall short without interim solutions such as digital ordering systems or retrofitting existing spaces.
The OIG also highlighted challenges in wayfinding and communication at stations, where audio and visual messaging quality varied significantly. Accessibility information on Amtrak’s booking platforms and in-station signage was often difficult to locate, making trip planning and navigation unnecessarily complex for disabled passengers.
The report calls for Amtrak to adopt a comprehensive accessibility strategy, informed by passenger data and designed to ensure that rail interiors, alongside digital tools and staff protocols, meet consistent, inclusive standards. The aim is not only compliance, but to create an improved, dignified travel experience.
Amtrak has agreed with the report’s recommendations and outlined steps to enhance coordination, track accessibility metrics more effectively, and improve staff training.
The full OIG report can be accessed here.