Closed consultation

ORR: framework for determining redress for booked assistance

• From: Office of Rail and Road
• Published: 30 June 2026

Applies to England, Scotland and Wales

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Summary

Seeks views on a proposed draft framework to help rail operators determine appropriate redress when booked passenger assistance has not been provided.

This consultation was held on another website.

This consultation ran from
10am on 30 June 2026 to 5pm on 11 September 2026

Consultation description

The Office of Rail and Road (ORR) welcomes feedback on the effectiveness, completeness and practical application of the draft framework to help inform its further development.

The aim of the framework is to support more consistent, fair and transparent decision making while recognising the impact these failures can have on disabled passengers. It sets out the key factors operators should consider, including:

• the nature of the failure
• its impact on the passenger
• how the operator responds, while allowing flexibility to reflect individual circumstances

Read more on ORR’s website.

Published 30 June 2026