ORR research into passenger experiences of assisted travel

The Office and Rail and Road is working in conjunction with the professional research agency Breaking Blue and train companies to gather feedback on passengers' experiences of using assisted travel services.

This feedback is essential in allowing us to monitor the quality of assistance passengers are receiving and to generate evidence on potential areas for improvement.

All survey responses are confidential and the data is used solely for the purposes of informing our regulatory work.

Publications and updates

Experiences of Passenger Assist research report pdf icon PDF, 3,679 Kb
We commissioned research from Breaking Blue to support our ongoing compliance monitoring of Passenger Assist by individual train companies and build on the wider body of evidence about how well Passenger Assist is meeting user needs and expectations, the results of which are set out in this report.
Published 29 January 2020