Welcome Break Signs Pledge to Improve Accessibility of Services
Welcome Break is proud to announce its commitment to improving accessibility across its motorway service areas by signing a pledge with independent transport watchdog, Transport Focus. In collaboration with Moto, Roadchef, Extra, and Getlink Customs Services, this pledge marks a significant step forward in supporting disabled drivers and passengers.
As part of this commitment, Welcome Break will consult and co-design with disabled users ahead of every new service area development and refurbishment. This inclusive approach ensures that accessibility is considered from the outset, helping to create spaces that better serve all road users.
Transport Focus’ Motorway Services User Survey revealed that two-thirds of disabled users felt their needs were well catered for. However, areas such as toilet facilities and car park layouts were identified as needing improvement. By signing the pledge, Welcome Break is taking action to address these concerns and enhance the overall experience for disabled customers.
Earlier this year, Welcome Break joined other service operators, National Highways, and members of the wider roads community in a collaborative effort led by Transport Focus. Together, they explored key accessibility issues from signage and wayfinding to toilet design and car park layout, highlighting opportunities for meaningful change. Accessibility experts also shared insights into the barriers disabled customers face, helping shape the pledge and future improvements.
Welcome Break is committed to ensuring that every journey is as comfortable and inclusive as possible, giving all road users the opportunity to rest and recharge with confidence. From today, Welcome Break will commit to:
- Consult and co-design new motorway services or site refurbishments with disabled users
We 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.
- Provide enhanced staff training for all motorway service operator staff
This will help ensure team members 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.
- 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.
- Report on progress and next steps
Operators and industry have agreed to reconvene with Transport Focus in 2026 to report on progress and outline how the pledges are helping to improve the visitor experience for disabled people at motorway service areas.
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.”
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.”