Over 1.5 Million Londoners Blocked from Buying Travel Tickets
One in six Londoners – more than 1.5 million people – can’t buy public transport tickets because they lack a smartphone or internet access. Another 20% complain they’ve paid more for travel due to their inability to use online or mobile ticketing apps.
In the midst of a punishing cost of living crisis, with soaring utility bills and sky-high food prices, this digital exclusion is hitting London’s vulnerable hardest.
Digital Divide Traps Older, Disabled, and Low-Income Londoners
Those left behind by London’s shift to digital ticketing tend to be older (55+), disabled, or from lower-income groups. These overlapping challenges mean many can’t just hop on the Tube or bus to get around the city.
Michael Roberts, CEO of London TravelWatch, said: “A digital-first transport system is leaving some of our most vulnerable citizens stranded. Transport providers’ one-size-fits-all tech approach just doesn’t work for a large chunk of Londoners.”
He urged for cheaper, inclusive ticket options that don’t discriminate against those without smartphones.
Calls for More Staff and Offline Options at Stations
The campaign demands more visible, helpful staff at stations who can guide people through ticket options. It calls for mentoring schemes to help digitally excluded travellers get up to speed.
Critically, offline ticket prices must be equal to online fares — no one should pay extra just because they can’t use apps or websites.
Experts Highlight Need for Urgent Action
- Only 20% of digitally excluded Londoners feel tech has made travel easier.
- Almost 40% say digital transport tools have made things worse.
- Lower-income and disabled people are disproportionately affected.
- Staff support and ticket offices remain vital lifelines.
Caroline Stickland, CEO of Transport for All, said: “Disabled Londoners risk being completely excluded from transport if digital barriers aren’t tackled quickly.”
John McGeachy from Age UK London added: “This report shines a light on how digital disadvantage affects access to travel. Good public transport can transform lives but only if no one is left behind.”
What Does Digital Exclusion Mean?
- Digitally excluded: No mobile data, Wi-Fi, or internet use on any device.
- Digitally disadvantaged: Uses online services rarely and can’t access many digital offers.
London’s transport bosses face rising pressure to ditch digital-only ticketing and create an accessible travel system that leaves no Londoner stranded.
