Consumer

Improving assisted travel

12 December 2025
Our Accessible Travel Policy guidance for train and station operators sets out the commitments they must include in their policies for helping older and disabled people to travel by rail.

Accessible Travel Policy (ATP)

12 December 2025
Train and station operators are required by their operating licences to establish and comply with an Accessible Travel Policy (ATP) which must be approved by us.

Rail passenger assistance ranked for first time by ORR, as regulator investigates Northern Trains’ disability awareness training

12 December 2025
The Office of Rail and Road has today published its first annual benchmarking report on train and station operators’ delivery of passenger assistance. The findings highlight that while passengers are generally satisfied with the standard of assistance when it is delivered, delivery itself can be unreliable with 11% of passengers reporting that they received none of the assistance they booked in

Rail regulator tightening up accessible travel redress rules

29 October 2025
The Office of Rail and Road (ORR) has made it mandatory for all rail operators to assess redress claims from passengers whose booked assistance failed, on a case-by-case basis. The change is detailed in an update to the regulator’s Accessible Travel Policy (ATP) Guidance.

Consultation on Accessible Travel Policy (ATP) Guidance redress requirements

29 October 2025
Sought views on our proposal to amend our Accessible Travel Policy (ATP) Guidance to require all operators to determine redress for failed assistance where it has not been delivered as booked on a case-by-case basis. We also invited comments on any other matters in the ATP Guidance that relate to the redress requirements.

Complaints and compensation

23 October 2025
Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out requirements on what these procedures should contain.

ORR: Network Rail delivering efficiently, but cost pressures remain and industry must keep focus on safety throughout rail reform

17 July 2025
• Industry must retain a relentless focus on safety throughout rail reform. • Financial constraints on Network Rail require careful management in the coming years. • Network Rail is taking action where train performance needs to improve. Passenger train punctuality is largely stable, but cancellations have reached record highs, with train operator cancellations the dominant factor.
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