Office of Rail and Road seeks views on fairer redress for failed passenger assistance
Passenger groups are being invited to have their say on new proposals from the Office of Rail and Road (ORR), aimed at helping to ensure fairer redress when booked rail passenger assistance is not provided.
The proposed framework sets out the factors that rail operators should consider when deciding what redress is appropriate for passengers whose booked assistance has failed.
Passenger assistance plays a vital role in enabling disabled people and others who require support to travel safely, confidently and independently. When the service is not delivered as requested, ORR says the impact can be significant, causing disruption to journeys and distress for passengers.
The consultation comes as demand for pre-booked passenger assistance continues to rise. ORR statistics, published alongside the consultation, show that requests for assistance are now at their highest level since the time series began in 2012.
Developed in collaboration with passenger and industry representatives, including train operators, the proposed framework outlines a range of factors that operators should consider when assessing redress claims.
These include the nature and extent of the assistance failure, the impact on the passenger’s journey, personal and emotional impacts, and whether the failure reflects repeated issues.
Redress may include financial remedies, such as compensation or reimbursement of additional costs, as well as non-financial solutions.
The proposals follow ORR’s October 2025 decision to tighten its Accessible Travel Policy redress rules, making it mandatory for all rail operators to assess redress claims on a case-by-case basis when booked assistance has failed.
Stephanie Tobyn, ORR’s Director of Strategy, Policy and Reform, said: “The impact on passengers when booked assistance fails can be significant and can vary greatly depending on the circumstances, and that is why we have already made it mandatory for operators to assess redress claims case by case.
“This proposed framework helping them to do that is the next step. We want to hear from passengers, representative groups, operators and other stakeholders on whether the framework captures the right considerations and how it can best support improved outcomes.”
The consultation launched on 30 June 2026 and closes at 5pm on Friday 11 September 2026. ORR will publish a summary of responses before finalising the proposed framework.
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