Improving Assisted Travel – A consultation on changes to guidance for train and station operators on Disabled People's Protection Policy (DPPP)

Consultation status
Conclusions published
Date of publication
Closing date

Consultation outcome

Alongside the Accessible Travel Policy Guidance and the responses themselves, we have published a summary of the responses, and set out the steps we will take to ensure train and station operators, including Network Rail, deliver these improvements. We also produced this summary document in Easy Read and Large Print formats. Other accessible formats are also available on request.

We have written to the Managing Directors of the train and station operators we regulate, including Network Rail, requiring them to submit their revised policies by December 2019. We will monitor their progress in delivering their commitments.

Published on 27 July 2019:

November 2018 consultation

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This consultation sets out proposals to change the Disabled People's Protection Policy (DPPP) Guidance for train and station operators on how to write their policies for helping disabled people to travel by rail.

It is the culmination of the work we have undertaken so far to understand passengers' experience of this service and to develop concrete proposals that are designed to bring greater quality, consistency and reliability to the assistance available for disabled passengers.

We are consulting on proposals to:

  • Increase the reliability of assistance for disabled passengers by introducing a new standardised handover process for all GB mainline stations. This will work in tandem with new arrangements to strengthen communication between stations and measures to introduce greater accountability for assistance provision.
  • Improve accessible journey planning by standardising key station accessibility information on facilities, step-free access and staffing to provide a better and more accurate picture of what disabled passengers can expect at each station.
  • Reduce the notice period for booking assistance, currently up to 24 hours before travel, we are consulting on three options for passengers; booking by 10pm the night before travel, booking a minimum of 6 hours before travel and booking a minimum of 2 hours before travel.
  • Ensure all train companies provide compensation to passengers if they do not receive the assistance they have booked.
  • Standardise and improve information for passengers including a more concise passenger leaflet focused on what to expect before travelling, at the station, on the train and if things go wrong. ORR is also recommending the Rail Delivery Group promote Assisted Travel to the people who would benefit from this service but do not currently travel by rail.
  • Strengthen train and station operators’ staff training including involving disabled people in its delivery and requiring staff to have refresher training at least every two years. This would ensure disabled passengers, including those with hidden disabilities, receive a better, more consistent service from all staff whether they book assistance in advance or travel spontaneously.

Note on consultation responses

We’re aware that there was a temporary issue with our consultation inbox, meaning that some consultation responses may not have been received. To ensure we receive everyone’s response we’re asking that anyone who has emailed their response please resend it to We apologise for the inconvenience. If you have sent it by post there is no need to resend.

Consultation document