Benchmarking operators’ performance in rail passenger assistance
- From:
- Office of Rail and Road
- Published
- 16 December 2024
- Last updated
- 18 June 2026 — See all updates
Applies to England, Scotland and Wales
Detail of outcome
The Office of Rail and Road (ORR) published a summary of respondents’ views and set out a revised framework for benchmarking the provision of assistance to rail passengers.
Read the full outcome on ORR’s website.
Detail of feedback received
The Office of Rail and Road published a summary of responses to this consultation on 11 July 2025.
Original consultation
Summary
Seeks views on a proposed framework ranking how train and station operators deliver assistance to rail passengers.
This consultation iswas being held on another website.
This consultation closesran atfrom
to
Consultation description
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.
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Updates to this page
Published 16 December 2024
Last updated 18 June 2026
—
Show all updates
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Public feedback and final outcome published.
-
First published.
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Update history
2026-06-18 16:04
Public feedback and final outcome published.
2024-12-16 12:48
First published.
Original consultation
Summary
Seeks views on a proposed framework ranking how train and station operators deliver assistance to rail passengers.
This consultation iswas being held on another website.
This consultation closesran atfrom
to
Consultation description
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.
Consultation description
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.
Share this page
The following links open in a new tab
Updates to this page
-
Public feedback and final outcome published.
-
First published.
Sign up for emails or print this page
Update history
2026-06-18 16:04
Public feedback and final outcome published.
2024-12-16 12:48
First published.