Office of Rail and Road

Improving Assisted Travel: a consultation
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date 15 November 2017
source Office of Rail and Road
type Press release

Closing date: 2 February 2018

This research has provided a robust evidence base on which to identify where arrangements for Assisted Travel can be strengthened. We have consulted on potential improvements.

o We asked for views on how passenger awareness of Assisted Travel might be increased.
o We highlighted the user experience of Assisted Travel and ask what action could be taken to improve the reliability of assistance for passengers.
o We sought views on how training for company staff could be strengthened.
o We highlighted how we are strengthening monitoring of Assisted Travel and sought views on how this may be improved further.

In 2016-17, 1.2 million requests for assistance were booked by passengers to help them complete their journeys, a rise of 4.4% compared to 2015-16 (1.1 million booked assists). 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.

There is limited information available to demonstrate the level of service that such passengers receive. Therefore, over the past year we engaged external agencies to undertake a large-scale programme of consumer research. The research results have provided us with a robust evidence base to draw upon in identifying where arrangements for Assisted Travel can be strengthened. In the consultation document we sought views on potential improvements.

Note: We define assists as the number of assists which have been requested through the Passenger Assist system. Passenger bookings relate to the number of bookings made through the Passenger Assist system. For each booking there can be several assists requested.

Consultation document and research reports

Improving assisted travel: a consultation

[Improving assisted travel: a consultation (easy read version)]

[Improving assisted travel: a consultation (large print version)]

[Research into passenger experiences of Passenger Assist]

[Research into passenger experiences of Passenger Assist – Qualitative research – December 2017]

[Research into passenger experiences of Passenger Assist – Booster interviews for the quantitative survey – January 2018]

[A mystery shop of turn-up-and-go services]

[Research into passenger awareness of assisted travel services]

Railhub Archive ::: 2017-11-15 ORR-001