Member

In 2024-25, 11% of passengers who booked assistance received none according to the ORR’s first annual benchmarking report. With over 1.6 million pre-booked assists requested in that period, an 18% increase on the previous year, this represents approximately 176,000 failed assists annually, and that does not take into account our legal right to turn up and go. If we look at some other figures, on Northern Trains, 18% of respondents reported receiving none of the assistance that they booked. The ORR found that Northern’s initial response,