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Research has been completed and released on assisted travel and where it can be improved. The Office of Rail and Road are consulting on potential improvements and seek experiences of assisted travel including:

  • views on how passenger awareness might be increased
  • user experience and what actions could be taken to improve the reliability of assistance for passengers
  • how training for company staff can be strengthened
  • how to strengthen monitoring of assisted travel

Consultation document and research reports

Improving assisted travel: a consultation 
15 November 2017

Research into passenger experiences of Passenger Assist
November 2017

A mystery shop of turn-up-and-go services
November 2017

Research into passenger awareness of assisted travel services
April 2017

How to respond

Please send your responses in electronic (or if not possible, in hard copy) format by 31 January 2018 to: [email protected].

Consumer Policy Team
2nd Floor 
Office of Rail and Road 
One Kemble Street