Rail passengers unable to use a Surrey station due to accessibility issues say they are having to go to other stations to be able to travel, as it can only be entered by stairs.
Dorking Deepdene station cannot used by passengers in wheelchairs, while parents with buggies have to rely on the kindness of strangers.
Mole Valley District Council (MVDC) has set aside £3m to improve the station, but a dispute over a feasibility study means the project has stalled.
A spokesperson for the Department for Transport (DfT) said it was working to "provide guidance for local authorities to find alternative ways to progress accessibility improvements".
Lenka Pazdera, a mother-of-three with a pushchair, said: "I have to wait for a kind person to help me with the pushchair.
"My other option would be to go to Dorking West, but it's not ideal as it's next to a scrapyard and there is no pavement."
Vikki Walton-Cole, of the Surrey Coalition of Disabled People, added: "We are in 2026, 31 years since the Disability Discrimination Act and 16 years since the Equality Act, where disabled people's rights to travel were enshrined in law.
"Having more stations that provide access for more disabled people in Surrey both increases disabled people's ability and confidence to travel.
"This opens up leisure and work opportunities to more disabled people."
Dorking Deepdene station is used 24.5% more than before the Covid-19 pandemic, according to MVDC, which said it wanted to "contribute towards funding vital improvements".
The council has set aside funding from Community Infrastructure Levy (CIL) payments from developers which would be used to rebuild platforms at the station and create disabled access at Dorking Deepdene.
However, the council said the DfT would not pay £250,000 for a feasibility study for the project, and government regulations bar it from using CIL funds to pay for it itself.
Chris Coghlan, Dorking and Horley MP, has written a letter to Transport Secretary Heidi Alexander calling for the decision to be reviewed.
DfT funding would come from the Access for All scheme, which aims to improve accessibility at railway stations.
Across Surrey, South Western Railway (SWR), which operates other stations in the county, said stations including Walton-on-Thames had been given step-free access in the past 18 months.
In total, 133 of 187 stations run by SWR have step-free access, it added.
A DfT spokesperson said: "While the previous government did not progress Dorking Deepdene, we remain committed to supporting improved accessibility at stations across the country.
"We are working with Network Rail to provide guidance for local authorities to find alternative ways to progress accessibility improvements."