In reality that is probably limited to people who are illiterate or blind, which is a small minority, and most such people will have someone to help them out because it won't just be the railway that is the issue.
"Blind and illiterate people who don't have a family member or carer to help with paperwork in life generally and don't use a computer with a screen reader" is one of those RUK minorities, i.e. such people barely exist at all. But I'm sure if someone in that position telephoned customer services* they would be assisted, as to fail to do so would breach the Equality Act.
Those minorities are not generally brought up, in my experience, due to genuine care for the plight of the tiny numbers of such people. They are brought up to justify people who do have an electronic means of submitting a Delay Repay claim choosing not to do so.
* If you add "and is also deaf and dumb so cannot use the telephone", the number of people in that position without a carer will be 0.
Sorry - but it's just not that simple. My 80+ year old mum's carer is my 85+ year old dad. Any other care support is 100% paid for from their pension income and the carers, for the limited time they have available, would be spent on more critical medical stuff (if they were entitled to state funded care support there would be even less of it). Yet they do have a tablet and an internet connection - yet beyond the use of that for basic e-mail anything else ends up with a call to a younger member of the family to help with some scenario where they believe, often wrongly, (or have been told) they have to do things on line - this of course can include sorting out matters to do with bank accounts or other such things after they have been tricked following the numerous scam phone calls that we seem unable to block on their land line phone. And this is someone who is a retired scientist who would once have not been phased by the technology of the day (he would fix your valve radio for you for example, or dismantle and rebuild a a carburetor probably blindfold).
It's reasonable to have default by digital for lots of people, and firms that don't want the business of such people are free to withdraw from selling to them.
But where firms are providing a basic public service, supported by the taxpayer, they need to accept that some parts of the service need to be provided to help the 'slowest ships in the convoy'.
Right. So she can fill in a form but not write the same information on a piece of paper?
And she couldn't post her tickets to you and have you key it online for her? And she knows nobody at all to help locally?
But why should she? - she paid the same price for a ticket as anyone else in the same circs would be required to do, so should be able to benefit from the same level of service - and that includes 'after sales service'.
