Experiences of Passenger Assist research report 2020-21

We commissioned 2CV (formally Breaking Blue) to undertake 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. This research has been running since 2017, we commissioned a fourth wave of this research to cover the period 2020-21, the results of which are set out in this report. It should be noted that performance league tables at individual operator level have been excluded from publication for 2020-21 due to small sample sizes caused by the vast reduction in booked assistance journey volumes as a result of the COVID-19 pandemic.