ORR: framework for determining redress for booked assistance

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.