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Passenger groups are being invited to comment on the Office of Rail and Road’s proposals to help ensure fairer redress when booked rail passenger assistance is not provided.

As passenger rail journeys continue to increase, demand for pre-booked passenger assistance is also rising, with our statistics, published today, showing that requests for assistance are at their highest since the time series began in 2012.

Passenger assistance plays a vital role in helping those who require the service to travel safely, confidently and independently. When it’s not delivered as requested, the impact can be significant, causing disruption to journeys and distress for passengers.

The proposed framework, developed in collaboration with passenger and industry representatives including train operators, sets out the factors operators should consider when deciding what redress is appropriate. These include the nature and extent of the failure, the impact on the passenger’s journey, personal and emotional impacts, and whether the failure reflects repeated issues. 

Redress may include financial remedies, such as compensation or reimbursement of additional costs, as well as non-financial solutions.

This important next step follows ORR’s October 2025 decision to tighten its Accessible Travel Policy redress rules by making it mandatory for all rail operators to assess redress claims on a case-by-case basis where booked assistance has failed. 

Stephanie Tobyn, ORR’s Director of Strategy, Policy and Reform, said: 

“The impact on passengers when booked assistance fails can be significant and can vary greatly depending on the circumstances, and that is why we have already made it mandatory for operators to assess redress claims case by case.

“This proposed framework helping them to do that is the next step. We want to hear from passengers, representative groups, operators and other stakeholders on whether the framework captures the right considerations and how it can best support improved outcomes.”  

The consultation has been launched today and closes at 5pm on Friday 11 September 2026. A link to the proposed framework and details of how to take part can be found in the notes below. ORR will then publish a summary of responses before finalising the proposed framework. 

Notes to Editors  

1. Redress refers to the steps taken by an operator to put things right for a passenger where booked assistance has not been delivered as booked. It may be financial or non-financial. 
2. Proposed framework to support operators in determining redress as set out in Section A8 of the Accessible Travel Policy (ATP) Guidance. (link) The framework does not introduce new enforceable requirements, nor does it replace existing regulatory obligations. It does not form part of the ATP Guidance.
3. ORR published its decision on Accessible Travel Policy Guidance redress requirements in October 2025. The decision made it mandatory for operators to determine the form and, where appropriate, value of redress on a case-by-case basis when booked assistance has not been provided. 
4. Operators are required, as a condition of their operating licence, to establish and comply with an Accessible Travel Policy setting out what they will do to help disabled people use the railway.
5. Responses can be submitted by email to ATP@orr.gov.uk, through the online form, or by post to: ATP Guidance redress consultation  
   Office of Rail and Road  
   25 Cabot Square , London  
   E14 4QZ 
6. An Easy Read version of the consultation document is available. Alternative formats, such as large print, audio or braille, can be requested by contacting Webteam@orr.gov.uk, calling 0207 282 2000 and selecting option 3, or writing to ORR’s Public Correspondence Team at 25 Cabot Square, London, E14 4QZ. 
7. Latest ORR’s passenger assistance statistics

Related links

• Consultation on a framework for determining redress for booked assistance not p…
• Determining redress for booked assistance not provided: draft framework for con…