Call for more reliable travel assistance – our response

15 November 2017

Today the rail regulator published research on rail passengers’ experience of booked assistance, and a consultation on potential improvements to the service.

David Sidebottom, director of the independent watchdog Transport Focus, said:

“We know that passengers with disabilities experience a mixed response to their requests for help. While many of them report getting a good service, more needs to be done to ensure that all booked help arrives, and that the right help is provided.

“This report develops the work we have done with passengers and we are pleased to see the regulator building on our recommendation to audit how the industry serves disabled passengers. It is important that passengers with disabilities can travel freely on the rail network.”