Experiences of Passenger Assist research report 2019-20

In 2017-18 and 2018-19, Breaking Blue undertook research on our behalf to investigate the extent to which Passenger Assist was meeting users’ needs and expectations overall and how well individual operators were performing in terms of meeting their Passenger Assist obligations. We commissioned a third wave of this research to cover the period 2019-20, the results of which are set out in this report.