‘Go slow but be quick’; an Australian case study exploring barriers restricting bus drivers’ inclusive transport of passengers

Bus drivers reportedly demonstrate ableist attitudes, behaviour and communication methods when engaging with disabled passengers. The Listening to Bus Drivers Study sought to better understand these encounters, including the factors influencing them, and possible interventions. A cross-sectional survey investigated bus drivers’ engagement with disabled passengers, and their reported barriers and recommendations to improve bus accessibility. Identified themes were then explored through focus groups and interviews. Bus drivers identified time pressure, transport infrastructure barriers, and insufficient and/or inappropriate training and operational support as key factors impacting their encounters with disabled passengers. Training and personal relationships with disabled people were significantly associated with positive attitudes and more appropriate reported behaviour and communication methods. Implementing lived-experience-led training, modifying time incentivisation, and improving transport infrastructure and operational support were recommendations to improve behaviour.