Earlier this month, Amtrak’s Office of the Inspector General issued a report revealing ongoing failures in making traveling via train accessible for disabled passengers. Despite a legal settlement five years ago that required the company to bring its services into compliance with the Americans with Disabilities Act, many barriers remain. The report found that nearly 70% of complaints involving accessibility were either misclassified or ignored. In fact, between 2017 and 2022, Amtrak received over 1,000 complaints related to accessibility issues, and a number of those complaints remain unresolved.
The list of challenges is long. Common challenges include broken lifts, inaccessible restrooms, unskilled employees, and booking platforms that are not designed for those with visual impairments. According to the report, a lack of accessible infrastructure makes traveling by train a stressful and often humiliating experience for disabled people. According to a 2021 National Disability Rights Network (NDRN) poll, 75% of disabled train passengers experienced major issues throughout their journeys, ranging from physical limitations to a lack of help.
For disabled travelers, these challenges are deeply frustrating. Aubrie Lee, who lives with muscular dystrophy, explained the emotional toll of traveling with Amtrak. “Every time we do a trip… I’m like, ‘That was so exhausting, let’s never do that again.’”
The narrow aisles, broken equipment, and lack of proper assistance create an exhausting experience for many who rely on mobility devices. Passengers with visual impairments also face hurdles. One reported needing help to complete an online reservation because the system was not compatible with screen-reading software. Onboard announcements frequently lack accessible alternatives, making navigation difficult.
Such ongoing issues highlight a gap between Amtrak’s public commitments and the reality for disabled riders. Amtrak has pledged to improve staff training, develop clearer accessibility standards, and conduct quarterly surveys to track progress. However, disability advocates argue that these steps fall short of what is needed. “People with disabilities shouldn’t have to be exceptional just to travel,” Lee said. Advocates call for train cars with level boarding, wider passageways, universally accessible restrooms, and digital platforms that comply with accessibility standards.
In addition, a recent NPR report found that many disabled passengers face delays and sometimes miss their trains altogether. Typically, this is due to inaccessible boarding procedures and poorly maintained lifts. These problems show that Amtrak’s inaccessibility is both systemic and ongoing.
This is not merely a service issue but rather a civil rights issue. Amtrak receives federal funding and must abide by federal accessibility laws, yet it continues to fail in providing equal access. Without stronger enforcement and accountability, disabled passengers will be left behind by a public transportation system that should be theirs to use equally.
Sources:
Amtrak Accessibility Report: Progress and Ongoing Barriers for Disabled Passengers. National Disability Rights Network, April 2023, www.ndrn.org/wp-content/uploads/2023/04/NDRN_Amtrak_Report.pdf.
Foley, Stephen. “Disabled Passengers Struggle with Amtrak’s Accessibility.” NPR, NPR, 12 July 2023, www.npr.org/disabled-passengers-struggle-amtrak.
Shapiro, Joseph. “Amtrak Accessibility Failures Leave Disabled Passengers Stranded, Report Says.” NPR, NPR, 17 July 2025, www.npr.org/2025/07/17/nx-s1-5468634/amtrak-federal-report-passengers-disabilities.
Weiner, Rachel. “Disabled Travelers Say They Love Amtrak, but It Doesn’t Always Love Them Back.” The Washington Post, WP Company, 15 July 2025, www.washingtonpost.com/transportation/2025/07/15/amtrak-oig-disabilities-report.