The substantial economic, social and demographic changes that are characteristic of contemporary society are affecting a transformation in the way people utilize space and their travel habits. Conventionally, transport planning has been driven by a technical-engineering approach, with a focus on infrastructure efficiency and economic management sustainability. This paradigm has frequently prioritized these considerations over the social implications of mobility. However, there has been a shift towards a more socially inclusive approach to transport planning. This change is being driven by a user-centred approach, according to which people’s abilities and needs, which determine their ability to access transport, play a crucial role in promoting equity and inclusion. In the case of persons with disabilities, these issues assume even greater importance. The present paper sets forth the preliminary findings of a semi-structured interview on the barriers to mobility experienced by the most vulnerable groups. The data collected highlights the challenges faced by individuals with hearing impairments, particularly regarding the scarcity of accessible information in public mobility contexts, at primary intersections, and in accommodation facilities. A further critical issue that emerged from the study was the lack of adequately trained staff to meet the needs of this group. This evidence is of fundamental importance in guiding the adoption of policies and interventions aimed at improving accessibility to transport services and making cities and territories more usable and inclusive, thus promoting full and conscious participation in collective life.