Benchmarking operators’ performance in rail passenger assistance

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.