Consumer

By the end of 2021 almost 30,000 passenger-facing staff will have undertaken disability awareness and equality training as part of requirements set out in our Accessible Travel Policy (ATP) Guidance to help improve a disabled passenger’s journey.

The Office of Rail and Road (ORR) has led train and station operators to improve passenger information on websites, and to confirm operators are fulfilling commitments to achieve industry-recognised accessibility standards.

Tens of thousands of railway staff are being trained to communicate more effectively with disabled passengers, understand the challenges they may face when travelling, and to refresh their knowledge and skills to provide any assistance needed.

The Office of Rail and Road (ORR) has secured improvements from Eurostar to properly inform passengers of their right to cash refunds for cancelled services.

Today we have launched ‘Know Your Rail Rights’; a campaign to better empower passengers. The campaign provides information about passengers’ rights on issues from complaints, refunds through to ticketing terms and conditions.

The rail industry has taken a step forward in how it manages accessible travel but it is important that this work continues, says disability charity Scope and rail regulator the Office of Rail and Road.

The official Office of Rail and Road podcast brings together a series of conversations to discuss issues impacting all aspects of Britain's railways and England's road network.

The Office of Rail and Road (ORR) has warned train operators that further action is needed to fulfil their obligations of providing passengers with adequate timetable information.