The Rail Regulator, Office for Rail and Road (ORR), has updated its Accessible Travel Policy (ATP), making it compulsory for all rail companies across the UK to assess individual cases when passengers who had requested booked travel assistance were let down by train companies that failed to provide the service.

In recent years, several cases have arisen where train companies have failed to provide travel assistance to passengers who had booked the service in advance, with some of these cases even appearing on local news broadcasts.

The failure of a train company to provide booked assistance when it has been arranged for in advance by passengers is not only a let-down for the passengers involved, but it also reflects badly on the Train Operating Company (TOC).

The changes the ORR have made are to affect how TOCs address the issues on a case-by-case basis where they have let passengers down.

This shows passengers that train companies’ failures in this area are being acted upon. While highlighting to train companies the impact this has on passengers, when booked travel assistance is not provided when it should have been.

The change to the ATP arose from a consultation where some train operator policies appeared to restrict compensation to a ticket price, which included booked assistance during a passenger’s journey.

At the moment, the redress system can vary between different TOCs. Compensation to passengers in such circumstances is not always in the form of financial compensation, though some cases have led to compensatory payment.

Compensation can also be shown through a gesture of goodwill or a formal apology from the TOC involved.

The ORR strongly advises that all train companies make necessary changes to their polices regarding redress, and that they all adopt a case-by-case approach when it comes to compensation regarding Travel Assistance.

The consultation, which led to ORR’s decision, also highlighted other areas, such as guidance and decision-making by train companies with regard to redress and how claims are managed. An update will be released next Spring.

A survey released back in June showed that passengers’ satisfaction with overall Travel Assistance on the national rail network remains unchanged.

“The impact on passengers when an operator fails to deliver assistance can vary greatly, so it’s right that claims for redress are considered on a case-by-case basis. This ensures operators properly assess each passenger’s experience and provide redress that appropriately reflects the impact of what went wrong.” 

Stephanie Tobyn, ORR’s director of strategy, policy and reform