Thematic

Mobility accessible to all

Last update

April 16, 2025

Tags

UX Research

Accessibility

Open Innovation

Passenger experience

Sustainable mobility

Worldwide

Share on

At one time or another, each and every one of us may encounter difficulties when traveling. Whether it's a permanent disability, a temporary condition (fatigue, illness...) or simply an uncomfortable situation (luggage, stroller...), disabilities and vulnerabilities are the source of many obstacles in passengers' journeys.

The Keolis group is committed to universal, sustainable mobility that is as stress-free as possible, with inclusivity and accessibility at the heart of its priorities, for the benefit of all people living in or transiting through a territory. How do we achieve this? Through its “Unik” approach, Keolis deploys a structured approach to adapting services and supporting each passenger from start to finish. Offering a personalized experience to everyone, but also working today on innovations that will simplify mobility for everyone tomorrow - that's the ambition that Keolis pursues every day!

80%

of disabilities are invisible (Keoscopie)

15%

of the world's population has some form of disability, i.e. more than 1 billion people (WHO 2021)

1 adult in 4

has a disability in the European Union, i.e. 101 million people (European Council, Council of the European Union)

12 million

people with a disability in France for the 15/64 age group (Insee)

photo Besançon

Open innovation for inclusiveness

Keolis places open innovation at the heart of its strategy to improve the accessibility and inclusiveness of mobility, by working collectively with a diverse network of local partners. This collaborative approach brings together passengers, citizens, associations for people with reduced mobility (PRMs), transport authorities, start-ups and more. Thanks to this synergy, Keolis is able to test, deploy and adjust its transport solutions to truly meet the needs of citizens.

Creating a calm travel experience

Mobility disability —whether temporary or permanent—can arise at any point in a traveler’s journey. The most obvious issues are physical, but disabilities and vulnerabilities come in many forms. Any situation that causes anxiety during travel is a form of vulnerabilitie.

Fighting anxiety improves the travel experience. But it also boosts mobility rates and supports vibrant, connected communities. When we remove barriers—like confusing info, fear of discomfort, or access issues—we open up opportunities. More people can travel, access services, and enjoy experiences they might otherwise miss.

Keolis is rolling out smart solutions to reduce anxiety and increase comfort for all:

- Open Payment technology makes transport easier. Riders can pay with their bank card directly on buses and trams. No need to worry about tickets or fares—just tap and go. That’s one less source of stress.

- More comfort for people with reduced mobility (PRM):

In Dijon, a “nudge” initiative is helping PRMs feel more comfortable on the tram network. Keolis Dijon Multimodalité and Dijon Métropole introduced inclusive signage that highlights priority seating. This visual system raises awareness among all riders. As a result, PRMs, parents with young kids, and pregnant women report a more respectful and pleasant travel experience.

In Caen, multiple actions were launched to support PRMs: clear ground markings to wait for the bus, a badge card to simplify boarding, and signs encouraging others to give up their seats. Riders welcomed these changes, and the program keeps improving.être perfectionnées.

Accessibilité des transports
Accessibilité des transports

In Dijon, nudge cues inside trams, buses, and at stations help improve comfort for passengers with reduced mobility.

Photo of the nudge in Dijon
Open Payment: an example of a contactless payment device by credit card
photo Lille network

Keolis combines advanced technology with human-centered design. Every step of the journey is optimized—from finding information to riding on board.

With digital tools and accessible solutions, Keolis ensures smoother travel and a better user experience. The focus: meeting the specific needs of people with reduced mobility—seniors, tourists, pregnant women, or people with disabilities.

This commitment to universal mobility helps anticipate travelers’ needs and supports a more inclusive, caring society.

Supporting travelers every step of the way

To deliver a smooth, comfortable travel experience at every stage of the journey, Keolis offers several targeted solutions:

- Easier access to customer service: Through partnerships with Elioz, Acceo, and RogerVoice, Keolis provides digital phone accessibility for people who are deaf or hard of hearing. These services are available both in person and remotely, and are already in place across more than 20 local subsidiaries.

- Smart navigation tools: Keolis is developing and testing apps that assist travelers with reduced mobility.

For visually impaired riders, Keolis tested Navilens in Bordeaux, London, and Boston. This tech uses enhanced QR codes to boost independence. In Besançon, the Ezymob app—developed with local associations—uses AI to improve navigation and accessibility.

For motor-impaired passengers, Keolis integrates sidewalk accessibility data into route planners, alongside transit data. The result: fully accessible door-to-door itineraries. This is already happening in Tours (via Streetco), Lyon (Andyamo), and Rennes (Handimap).

- Smarter bus stops: In Lyon, the Stop Bus pilot lets passengers with reduced mobility request a stop from their smartphone—no need to reach the onboard button. This improves comfort and safety on board.

In Besançon, the Ezymob app

developed with local associations—uses artificial intelligence to improve accessibility. Learn more.

Visually impaired person using the Easymob application to locate a bus entrance
In Rennes, a trip planner improves accessibility for persons with reduced mobility

Many mobility stakeholders have also launched innovations to improve access to their services for all. Indoor guidance systems and the Andilien app in SNCF Transilien stations help travelers navigate more easily across Île-de-France. Mon Assistant Visuel (MAV) from SNCF Connect delivers real-time travel information directly to smartphones. The vision mode of ChatGPT enables real-time guidance. And Glasgow Airport has partnered with innovative companies to enhance accessibility.

All of these initiatives contribute to Keolis’ thinking and help shape the future of inclusive mobility.

Photo of Marie Gonzato Yahiel

Marie Gonzato Yahiel, Group Accessibility Manager - Keolis

"For Keolis, accessibility and mobility for all are strategic priorities that go beyond regulatory requirements. Accessibility is a powerful driver of innovation, a way to improve comfort for all passengers, and ultimately, to build customer loyalty."

Personalizing information for every traveler and making it accessible to all

Keolis focuses on personalizing services and information for each traveler, believing that mastering the information about available services and offers enhances the mobility experience and contributes to the vitality of a region. Beyond just providing information, Keolis meets the diverse needs of travelers by supplying all the necessary details to help them choose the best mode of transportation based on their journey and real-time travel conditions (crowding, onboard occupancy, functional elevators, onboard comfort, etc.).