ORR: Accessible Travel Policy guidance redress requirements
Applies to England, Scotland and Wales
Detail of outcome
Respondents expressed broad support for always adopting a case-by-case approach to determining appropriate redress, because they felt it to be the most effective way that operators can respond to the individual circumstances of each case.
The Office of Rail and Road (ORR) has implemented the proposed case-by-case change to the ATP Guidance and has published updated ATP Guidance alongside their decision document.
ORR is committed to undertaking further work to explore the wider issues raised and they will engage with the relevant stakeholders in spring 2026 to do so.
Read the full outcome on ORR’s website.
Detail of feedback received
The Office of Rail and Road published responses to this consultation on 29 October 2025.
Original consultation
Consultation description
The Office of Rail and Road (ORR) sought views on its draft Accessible Travel Policy guidance to require all train operators to determine redress for failed assistance where it has not been delivered as booked on a case-by-case basis.
ORR also asked operators to submit evidence if there were particular cost impacts arising from their proposals that they would need to consider.
Read more on ORR’s website.