Millions of Londoners Locked Out by Digital Ticketing
More than 1.5 million Londoners – that’s 1 in 6 – cannot buy travel tickets because they don’t have, or can’t use, a smartphone or internet connection. A further 1 in 5 are forced to pay extra for travel because they can’t access online or mobile ticket options. Amid soaring food and utility bills, this digital roadblock hits the most vulnerable hard.
Older, Disabled, and Low-Income Hit Hardest
These so-called “left behind Londoners” are mostly older than 55, disabled, or low income — often facing several of these challenges at once. Their inability to use digital services means they’re effectively locked out of public transport.
Michael Roberts, CEO of London TravelWatch, said: “Our research shows a digital-first transport network leaves our most vulnerable stranded. Transport providers’ one-size-fits-all approach just doesn’t work. We need a system that’s accessible, affordable, and inclusive.”
Calls for Fair Pricing and Better Support
Roberts urged transport companies to keep ticket prices consistent, whether bought online or offline. “No one should pay more just because they can’t use the latest apps.”
He also pushed for more visible, trained staff at stations to help passengers struggling with digital ticketing. Mentoring and hands-on support must be in place before rolling out new tech.
How Digital Exclusion Worsens Travel Troubles
- Only 1 in 5 digitally excluded Londoners feel technology has made travel easier.
- Nearly 40% say it’s made navigating the city harder.
- Low-income and disabled people are even more likely to be left behind.
- They have less access to online travel planning, payment tools, and real-time updates.
- Most rely on staff help (22%) or ticket office info (21%) to get by.
The report presented at City Hall demands:
- Non-digital ticketing options must remain.
- Staff must be visible, confident, and ready to assist.
- Train companies should offer travel mentoring programs.
- Online discounts must be matched offline to avoid penalising the digitally excluded.
- Transport bodies should work with digital inclusion experts when introducing changes.
Caroline Stickland, CEO of Transport for All, warned: “Disabled Londoners risk total exclusion if digital barriers aren’t addressed. A modern transport system must be accessible to all.”
John McGeachy from Age UK London added: “Public transport can hugely improve quality of life, especially for older Londoners. It’s vital we tackle digital disadvantage head-on, and recognise who’s affected.”
What Does Digital Exclusion Mean?
- Digitally excluded: Cannot or won’t use mobile data, Wi-Fi, or internet.
- Digitally disadvantaged: Uses online services very rarely — fewer than five activities a week, mobile data once a week or less.
