PARLIAMENTARY WRITTEN QUESTION
(12 March 2025)

There was an increase of 22 per cent in the number of bookings for passenger assistance in 2023/2024. We want to see further increases in the number of people who are able to pre-book assistance by making improvements to the assistance that is offered as we know it can still too often fall short of expectations. In November 2024, the Government announced over £10 million in funding to improve the Passenger Assist scheme – the service that enables disabled passengers, or other people who may require help, to book and receive assistance to enable them to make a journey by rail. The improvements, to be delivered over the next two years, will see a step-change in how assistance is provided. For example, the ability for customers to communicate directly with staff on arrival and as they travel, as well as a help function to connect customers to staff in the event of feeling stranded or unsafe.