Skip to content

Services for disabled rail passengers – a consultation response

In 2016-17, 1.2 million requests for assistance were booked by passengers to help them complete their journeys.  The overall number of passengers seeking travel assistance will be considerably higher than this figure; many passengers will have travelled without booking assistance in advance but will have received assistance.

The Office of Rail and Road asked for feedback on how well rail operators were providing this help. We know that, despite improvements, disabled passengers still don’t get the service they need.

Key areas for improvement are:

  • higher presence of staff able to provide assistance
  • shorter wait times for passengers requiring assistance at stations where the train terminates
  • better coordination between staff at start and end of journey
  • accurate, easy to understand information at time of booking.

Click here to see our response to the consultation in full.

  • Train
  • Accessibility

Related content

Latest news

Pedestrians, cyclists and horse riders; new survey results drive improvements in paths and crossing facilities

Find out more
Latest publication

Cyclists, pedestrians and equestrians: measuring satisfaction with journeys on Highways England’s network in the North West and East Midlands

Find out more
Latest post

More choice in coach travel: Sn-ap start up

Find out more