The dynamic development of cities and thus increasing demands of their users imply steadily escalating need to increase the scope and quality of transport and logistics services, both with respect to the carriage of passengers, and freight. Their fulfilment is a serious challenge for the city managers, both at the macro level, i.e., complex management of the entire urban structure, as well as at the micro level, in which the attention is focused only on selected aspects related to, e.g., the execution of tasks by the operator on a specific area (Chwesiuk et al., 2007). The sustainable development of transport systems, including urban freight transport, is mainly focused on environmental issues. However, due to demographic changes, social issues and needs seems to be better consider. The objective of the paper is to discuss the a better understanding of the expectations and transport needs of the elderly and disabled people, which help to reduce the transport problems and, thanks to that, make it possible to avoid the transport exclusion and hence the social exclusion increasing in terms of the lack of or less possibilities of realizing transport needs of different groups of users.