It is now becoming the norm for people to use digital methods to make purchases and gather information – including when they are travelling. But for the many thousands of people who are not online, this can create a barrier, stopping people from being able to get the information they need and from purchasing tickets – whether at home or at stations.

Our research has found that this shift to a digital-first approach by transport providers is having a negative affect on many people.

We are calling for transport authorities and operators to ensure that there are options available for those that might not have access to digital channels and methods of payment. We recommend that:

Transport authorities and operators should maintain non-digital options to allow freedom of travel for digitally excluded and disadvantaged Londoners

Train companies and Transport for London should make sure staff are visible and in accessible locations, confident and ready to support people who need it

Train companies should implement a dedicated travel mentoring scheme that supports people who are digitally excluded and disadvantaged

Online discounts should also be available offline – no Londoner who is digitally excluded or disadvantaged should be financially penalised when they travel

When planning changes, transport authorities, operators and policing bodies need to work with specialists in digital inclusion to make sure information is as accessible as possible