Passengers with reduced mobility

Transport networks accessible to all!
Keolis believes that mobility should be universal. The Group implements concrete, practical solutions across its networks to ensure all vulnerabilities, whether temporary or permanent, are taken into account.

A vast array of issues influence passengers’ access to mobility

Diverse factors can affect a passenger’s travel experience: health issues (physical, sensory, or learning disabilities, illness, obesity, etc.); temporary situations such as heavy baggage, or a child in a pushchair; or difficulties in understanding the written (illiteracy) or local language (foreign tourists).

Keolis is the N°1 PRM (People with Reduced Mobility) transport operator in France, with networks in over 40 cities.

Because everyone gets lost sometimes

Problems with directions, or specific contexts (nightfall, rain, fatigue, feeling unsafe, discharged phone battery, forgotten glasses, etc.) are just some of the many reasons passengers lose their bearings when traveling, don’t find the information they’re looking for, or have difficulty reading a map. More than fifty per cent of travellers admit to getting lost at some point in an unfamiliar neighbourhood.


Keolis solutions for passengers with reduced mobility:

Facilitating access for all passengers to vehicles and public spaces

Keolis’ buses, trams, and trains are adapted to passengers with reduced mobility: lifts or ramps, spaces reserved for wheelchair users, stop request buttons or ticket validators placed at the right height, visual displays, and audio announcements are just some of the measures that make passengers’ lives easier. Stops and access points to road and rail networks are also adapted, with the provision of ramps, spaces for turning wheelchairs, tactile paving, etc. Ticket offices and exchange hubs have wide entrances and automatic doors, as well as accessible counters.

100% of trams operated by Keolis in France are equipped with low floors to provide easy access for passengers with reduced mobility.

Providing complementary transport offers

Complementarity between regular transport offers and those dedicated to people with reduced mobility is crucial to meet the travel needs of all passengers. Keolis collaborates closely with local authorities and associations to make roads and equipment accessible to all.

The city of Rennes’ transport network (metro line A and the future line B, all bus lines, and priority platforms) is 100% accessible.

Dedicated solutions for people with reduced mobility

Keolis also operates specialised flexible or on-demand TPRM services, providing a seamless travel experience for passengers who require more assistance. Dedicated teams operate these personalised, pre-bookable, door-to-door services, using specially adapted vehicles.

In addition to its TPRM offerings, Keolis has also signed a partnership with Wheeliz, the first peer-to-peer wheelchair adapted car rental website (vehicles equipped with a ramp or an adapted driver’s seat, etc.).    

Providing human support and personalised advice

People with reduced mobility often need more reassurance or specific assistance when they travel. That’s why Keolis places great importance on the human presence on its networks. Keolis teams receive practical training to assist vulnerable customers on the Group’s regular transport networks, as well as on its dedicated services.

The city of Lyon’s Optiguide service provides Support Assistants to guide wheelchair users or the visually impaired throughout their journey. The long-term goal is to help these passengers use the network independently.

Clear and accessible information

Illiterate or visually impaired citizens, as well as foreign tourists, often have difficulty in understanding information such as maps, timetables, or station names. Keolis addresses this issue by making simple and accessible customer information a priority: network signage, clear, simple, up-to-date documentation, mobile applications, websites, dynamic displays and audio announcements, as well as digital tools, ensure information is always available, everywhere.

In Rennes and Bordeaux, Handimap gathers accessibility data (roads, points of interest, stations, lines, etc.) to calculate itineraries for people with reduced mobility.