Consultation on a framework for determining redress for booked assistance not provided
The Passenger Assist service enables travelers with disabilities to book help when travelling by train, but it can often go wrong, with planned help not provided. Now the rail regulator, the Office of Rail and Road (ORR), is consulting on a new framework that aims to make the process of putting things right for passengers fairer.
You can find out more, read and respond to the consultation here. The consultation document also has details of how to request alternative formats. The consultation was the subject of a discussion on BBC Radio 4's 'In Touch' programme which you can hear on BBC Sounds, and the closing date for responses is 11th September 2026.
For information about booking assisted travel on trains run by Transport for Wales, visit their website.
Posted on the 13th of July 2026