Benchmarking operators’ performance in rail passenger assistance
Applies to England, Scotland and Wales
Detail of outcome
The Office of Rail and Road (ORR) published a summary of respondents’ views and set out a revised framework for benchmarking the provision of assistance to rail passengers.
Read the full outcome on ORR’s website.
Detail of feedback received
The Office of Rail and Road published a summary of responses to this consultation on 11 July 2025.
Original consultation
Consultation description
Train and station operators are required to comply with an Accessible Travel Policy. This includes providing assistance free of charge to anyone that needs it, whether they have booked in advance or request help at the station.
The Office of Rail and Road (ORR) monitors the provision of assistance so it can hold operators to account.
ORR is proposing a new framework for benchmarking each operator’s performance, focusing on assistance delivery and their capability to improve performance. An annual assessment would be introduced in 2025 that ranks this performance.
Read more on ORR’s website.
Updates to this page
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Public feedback and final outcome published.
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First published.